The differences between a help desk and a service desk might have once seemed clear. But over the years, plenty of things have changed – especially with the arrival of new technologies that have impacted how users and customers receive support. 

Let's compare help desk vs. service desk models and examine how this ongoing evolution has played out. 

One area where the distinctions between a help desk and a service desk are apparent comes when discussing IT Service Management (ITSM) solutions. Help desk solutions typically dealt with incident management, while service desk solutions went beyond incidents by employing additional ITIL disciplines. Modern service management solutions have gone even further. 

Help desk vs. service desk 

Traditional IT help desk operations stem from the era when DOS dominated the operating system landscape, with most computers being IBM-compatible. Customer support software would generate incident profiles containing essential details; this was the familiar “ticketing” system.  

Ownership of an incident from start to finish belonged to a front–line support analyst. When called in, escalation analysts would wear the hats of a problem manager, change manager and release manager. 

This model operates as a reactive resource, with a "break-fix" mentality: The help desk is focused on responding to immediate user issues, requests and incidents as they arise. This ensures continuity of work for end users but doesn't necessarily stop those issues from happening in the first place. 

Where help desks are reactive, the service desk model is focused on being proactive to prevent issues and ensure service delivery. The technologies they employ provide a way to accomplish this through configuration, knowledge and release management – not just incident management – and are designed according to ITIL best practices.

Related: 20 IT Ticket Handling Best Practices for Improved Service & Support

Is the help desk outdated? 

The help desk vs. service desk comparison has another wrinkle: An argument could be made that the help desk may no longer exist – at least not in the traditional sense.  

Previously, a help desk was simply the place where people came to resolve IT issues. But over time, the help desk had to deliver a more comprehensive and proactive set of services – hence the name service desk. IT staff started going beyond just incident management into problem management and more. So the service desk has taken the place of the help desk as IT teams have become more proactive and predictive.  

The reality is that a lot of what was traditionally handled by a help desk now gets resolved through self-service portals. Or, those issues never become incidents because of intelligent self-healing bots. Users never ticket a problem because it’s been fixed before they’re ever aware it exists. 

Related: Optimizing IT Service Desk: Structuring for Process Improvements

Improving customer experiences 

One key difference between service desk and help desk functions is the shift in the required skillset for support professionals. There are plenty of resources for teaching people technical skills, but support teams need customer service skills in listening and communication. The question is: While solving a technical issue, how can they make it a positive experience for the user and avoid escalation? 

Moreover, first-line service desk personnel are often equipped with more comprehensive training and resources than help desk teams. This allows them to independently handle a wider range of issues, reducing escalation rates and expediting resolution times.   

Help Desk vs. Service Desk models 

Let’s inventory what separates the traditional help desk model from a modern service desk model: 

Feature Traditional help desk Modern service desk
Focus Reactive incident resolution – when and if reported. Maintains service delivery and proactive issue prevention.
Processes Informal and often siloed. Maintains service delivery and proactive issue prevention.
Tools Informal and often siloed. Formalized, aligned with ITIL best practices.
User interaction Phone and email support. Multi-channel support (phone, email, chat, self-service portal).
Knowledge management Limited knowledge base. Robust knowledge base and self-service options.
Automation Minimal automation.  Automation of repetitive tasks  
(e.g., password resets).
Skillset deployed Primarily technical. Both technical and communication/customer management.
Metrics and reporting Basic reporting on tickets resolved. Comprehensive reporting on service levels, performance and trends.
User empowerment Limited self-service options. User self-service through knowledge base and portal.
Cost management Manual resolution of even small/common incidents drives up costs. Costs contained via automation, process analytics and self-service.
Change management Informal change processes. Formal change management processes.
Business alignment Limited focus on business goals. Strong alignment with ITIL and business objectives.
Security alignment Typically siloed from security teams. Can leverage technology to support threat prevention and collaboration with security.

Related: Service Desk Automation Part 1 of 4: What It Can Do For You

A partner in cybersecurity 

Because the modern IT service desk is no longer such a reactive entity, it's become a strategic partner that not only helps sustain seamless DEX and productivity but also can collaborate with corporate security and GRC teams in safeguarding the organization. 

As just one example, the automated tools and processes that a service desk now employs can be repurposed for proactive security use cases. Their proactive detect-and-repair bots can be cloned and tweaked to support cybersecurity needs.  

Automated endpoint management tools can ensure vulnerabilities are automatically addressed on every connected device. And since the service desk is often the first point of contact for users experiencing suspicious activity or security-related incidents, efficiently helping them troubleshoot those issues makes people more likely to report incidents and follow protocols. 

The right tool for transitioning 

When an IT department decides to move forward from a help desk to a service desk model, here are key features to look for in a software solution to support that evolution: 

Comprehensive enterprise service management system 

Move beyond basic incident tracking. A service desk should manage incidents, service requests, changes and problems within a unified platform. Look for features like a self-service portal and seamless integration capabilities.  

Knowledge management 

A robust knowledge base allows users to self-solve issues and reduces strain on service desk personnel. Consider features like article search, user ratings and integration with the ticketing system. 

Automation capabilities 

Automate repetitive tasks like password resets and service provisioning to free up service desk staff for more complex issues. Find solutions that integrate smoothly with other IT tools and allow for custom workflows. 

Self-service portal 

Enable users to find solutions independently with a user-friendly self-service portal. It should provide easy access to the knowledge base, allow for service requests and track ticket progress. 

ITSM best practices 

Choose a solution that supports ITSM best practices, enabling processes like incident management, change management and problem management. It should offer features like service level agreements, configuration management integration and reporting. 

Scalability and flexibility 

Any new tools should accommodate growth as your IT needs evolve. Seek solutions with modular features that can be customized to your specific requirements. 

Reporting and analytics 

Gain insights into service desk performance and identify areas for improvement with robust reporting and analytics tools. Track metrics like service request resolution times, user satisfaction and agent performance. 

Security features 

Pick a solution with robust security features to protect user data and ensure secure access for authorized personnel. 

User interface and experience 

A user-friendly interface for both service desk agents and users is essential for smooth adoption and effective service delivery. Consider features like intuitive navigation, mobile accessibility and search functionalities. 

Integration with existing tools and architecture 

Be certain a service desk solution integrates seamlessly with your established IT infrastructure, such as ticketing systems. 

Related: Choosing an ITSM Solution: What You Really Need to Know