Service desk vs help desk. Proactive vs reactive. Holistic vs IT-centric. The comparisons go on and on. BMC Software product manager, Peter Adams, explains the difference between the two approaches. While help desk can support smaller, less technology-dependent organizations, the digital workplace requires a modern service desk, capable of supporting all aspects of the business – for both on-site and remote workers. Peter also discusses how social, mobile and cloud innovation have evolved the service desk.
These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.