SunView Software Blog

Help Desk vs. Service Desk: Are They Different?

07/03/2017 by: Jenny Hernandez

Is there really a difference between the Help Desk and Service Desk? Both are commonly used IT Service Management (ITSM) terms, yet hard-pressed to clearly explain the differences. With several interpretations, approaches, and differentiated points of view, it’s often hard to make a clear cut distinction between the two. However, this blog isn’t about misconstrued, confused, or misused term ... Read More

| Help Desk / Service Desk / ITSM

10 Service Desk Metrics, Shift-Left, and AI Nuggets from HDI 2017

05/17/2017 by: Stephen Mann

The annual HDI Conference is done and dusted for another year, although I’m unsure what the Washington equivalent of Las Vegas’ “Elvis has left the building” is. As per usual, there was a lot of great service desk and IT service management (ITSM) learning (let’s call it “nuggets”) to be had – either in-person or remotely via the Twittersphere. Read More

| IT Service Management / Help Desk

8 Areas to Improve Help Desk Customer Experiences

05/14/2012 by: The SunView Team

If you can, imagine for a moment that your help desk or service desk functions much more like an independent nation. To give you a few facts about this nation, which we will call Helpdesktopia, we will assume that your currency is time, and your chief natural resource is service. Your country has made a name for itself by taking incidents and requests (the main export of Customeria), and refining ... Read More

| End User Experience / Help Desk