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.
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Alf is an IT expert at BMC and the host of Alf's Zoo. Alf is focused on social, mobile and context-aware IT.