What is a Service Desk Software?
A service desk software can do everything that a help desk software does while also enabling the planning, structuring and delivery of IT services at the same time, rather than simply reacting to incidents.
Similar to help desk software, a service desk is also a single point of contact, but in this case it serves as such for end-users as well as for IT service providers.
Rather being singularly focused on meeting the needs of end users, a service desk also aims to meet IT objectives as well as to manage and improve service processes. As such both end-user to IT communications and internal IT communications take place through a service desk.
Purpose of Service Desk Software?
The purpose of service desk software or IT help desk is to automate as many of the common functions of a service desk as possible in order to streamline those processes.
These might include problem management, change management, Asset/ CMDB – configuration management, release management, security management, service level management and availability management.
The standardised ITIL framework helps the service desk software to best meet the base needs of a business through service strategy, improvement, design and delivery.
Help Desk vs Service Desk Software
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IT Asset Management (ITAM)
IT Asset Management (ITAM) is the management of the hardware and software assets in an organization.
One of the main processes of IT Asset Management is tracking the complete lifecycle of your IT assets. This includes employee requests for a new asset, management approval, procurement, provisioning, recycling, and retirement.
Asset Management Modules
Incidents are the result of service failures or interruptions in service desk software. Incident management term describes the activities of an organization to identify, analyze, and correct hazards to prevent a future re-occurrence.
Incident Management Process
Core Modules of Service Desk Software
The problem management module aims to resolve the root causes of incidents and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors.
The objective of the Change management module in this context is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to control IT infrastructure, in order to minimize the number and impact of any related incidents upon service.
The release management module encompasses the planning, design, build, configuration, and testing of hardware and software releases to create a defined set of release components.
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