Where does the IT service desk come from?

Where does the IT service desk come from?

The IT helpdesk function was born in the late 80s as a supporting ability to solve IT problems. That is a very technical feature that focuses on technology rather than the end user. Early IT Helpdesks do not have SLA concepts or time-based goals for problem solving. Not until ITIL entered the stage in the 1990s, capturing the best IT service management practices, the concept of a user-centered IT service desk began to emerge. The service desk is seen as an important part of "managing IT as a service".

In the mid-1990s, research by Robert Gordon University Iain Middleton found that value comes not only from responsive responses to user problems, but also from the unique position of the help desk to communicate every day with many customers or employees. Information obtained about technical issues, user preferences and what satisfies the user can be useful for planning and developing IT services.

With the release of ITIL v2 in 2001, the Service Desk function and its role in managing incidents and applications is an important element of IT service operations in many organizations. As the decade progressed, many organizations have centralized IT Service Desk functions with many third party support partners to help them, as a result of globalization and increased pressures. The outsourcing of IT service functions has resulted in further standardization of processes and growth in the helpdesk ticket software market.

As a result of modern technology trends, including cloud services, widespread use of third-party components in the IT ecosystem and progress in discovery and monitoring capabilities, autonomous desktop ticket systems have been integrated into their fuller ITSM platforms. which acts as an operating hub not only for the IT service desk, but for the full IT function. As companies seek to modernize and further develop digital transformation initiatives, the IT Service Desk is re-emerging to focus more on the business, with greater awareness of business processes and data, and in many cases . an integral part of business operations.

Also read: it help desk support