Infographic: How an ITIL Service Desk is Different From a Help Desk

Prior to drawing up of the ITIL framework, the terms service desk and help desk were used interchangeably. Even now they sometimes are, and this results in repeatedly having to explain how and why a service desk is different from a help desk.

We thought we should nail that down once and for all.

Here’s a short infographic that posits the help desk versus the service desk, and tells you, in brief, what’s different and what’s not.

This also means that you can figure out for yourself if what you need is a full-fledged ITIL service desk software or a help desk software.

And if your question now is why ITIL, we have the answer here.