Giva Blog Categories : Outsourced IT Help Desk

Help Desk vs. Service Desk vs. ITSM: What Are the Differences?

Help Desk vs Service DEsk vs ITSM

Never in human history have we been so reliant on technology. Businesses, organizations, and governments everywhere rely on software and IT services to function. The tireless IT help desk, service desk, and IT service management teams (ITSM) are keeping all of this technology working.

Organizational leaders often need to decide the best approach for providing IT support for their entire organization. Forcing themselves to ask the question: "Which is better, an IT help desk, service desk, or IT service management?"

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How to Get Buy-In for Your IT Self-Service Portal

IT Customer Service Service Portals

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Self-service in IT Service Management (ITSM) refers to a model in which users can access and manage IT services without needing to involve IT staff or other intermediaries. This is accomplished through customer self-service portals or other tools that provide the information and resources needed to resolve common issues or grant access to services.

In the ITSM landscape, self-service can present itself in several ways. For example, it can:

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How to Use the 80/20 Rule (Pareto Principle) in IT Service Management

80 20 Rule Pareto Principle

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The 80/20 Rule is the principle that 80% of the effects come from 20% of the causes. It's often used in business to help identify how to operate more efficiently. It can be applied to almost every area of business, including IT Service Management (ITSM).

IT service organizations and teams are focused on providing the best possible service to their internal customers. Efficiency has always been integral to ITSM. Monitoring Key Performance Indicators (KPIs) and dashboards, and adherence to Service Level Agreements (SLAs) is essential to producing successful outcomes in ITSM.

But how do IT service managers and IT leaders know how and where to focus the team's resources and time?

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Master Service Agreement (MSA) or Service Level Agreement (SLA): Which Do You Need in Business?

Master Service Agreement (MSA) vs Service Level Agreement (SLA)

Photo Attribution: Bakhtiar Zein & Nemanja Cosovic/Shutterstock.com

In the IT sector, internal and external relationships are often governed by legal or quasi-legal documents. In IT and ITSM, the terms "Master Service Agreement" and "Service Level Agreement" are often used interchangeably. 

However, there are differences between the two kinds of agreements that can impact how you want to use them in your organization. While both can be used for similar purposes — such as establishing clear expectations for internal IT service providers or external vendors — what separates them and how they're used are sufficiently different that it's worth taking the time to understand why this is important.

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What Is a Service Level Agreement in Business? SLA Meaning and Definition

SLA Meaning and Definition

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So, what is the meaning of an SLA, or what does SLA stand for, anyway?

The term Service Level Agreement (SLA) is basically self-defining: two parties (service provider and customer) officially agreeing on the level of service by which they both are willing to abide. However, defining and creating an effective SLA between an ITSM team and the rest of the organization, or between a third-party provider and a business isn't always that easy.

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IT Asset Management Lifecycle: Tools, Processes and Best Practices

IT Asset Management Life Cycle

IT asset life cycle management is a mission-critical function for every business.

Whether those IT assets are cloud based from software vendors, hardware, or on-site systems, the planning, procurement, management, and maintenance of them is crucial to the operational success of an organization.

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Creating a Help Desk for IT? Here's What You Need to Know

Build Best IT Help Desk

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Setting up a Help Desk for IT, also known as an IT help desk, or overhauling your current help desk and implementing best help desk practices, is the best way to overcome current operational and technology challenges within an organization.

What does an IT help desk do? IT help desks are the first contact point to resolve any technical, network, communications, and hardware difficulties in any company.

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A Comprehensive Guide of ITIL Principle 3: Iterative Process Improvement with Feedback

ITIL Iterative Process

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ITIL® plays an integral role in IT management and ITSM teams within organizations. As part of ITIL, leaders, managers and team members need to keep the feedback process iterative, constructive, and committed to making continuous service improvements.

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Do You Have a Business Continuity Plan (BCP) for Your IT Department?

IT Business Continuity Plan (BCP)

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In today's society, several factors can impact business continuity. In addition to physical threats like theft and natural disasters, the Internet — despite its many benefits — can also wreak havoc. Downtime, in any form, can cost a company money and, perhaps, its reputation if not managed correctly.

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What Is an ITIL Framework?

ITIL Framework

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ITIL® is an acronym that stands for Information Technology Infrastructure Library. ITIL is a best-practice framework that guides the actions, operations, and measurable outputs from IT Service Management (ITSM) teams. 

ITIL is not the only framework in town. However, ITIL is well-known, respected, and widely implemented as a service framework for ITSM operations and service teams, also known as IT departments, help desks, and IT vendors.

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