0s the ticketing systems somewhat evolved, but were still mainly used by the IT professionally and allowed end-users only limited input on the support work performed on their behalf. Today all Service Desk software is used to make the IT support costumer oriented. Jones C. from EDUCASE (2005) states online that Service Desks handle various tasks such as:
Some of Service Desk types include call centers, contact centers and help centers but a Service Desk should offer all of those services (and more) approached globally. Its main goals should be providing a single point of contact to the costumers and restoring normal operation service for the costumer. Hopefully the Service Desk the first place a costumer will go when dealing with an issue it makes sense that the support organization is a priority in business continuity planning.
It can be concluded that modern Desktop Service systems integrate incident/problem tracking, as well as change, configuration and service level management. One of the key differentiators between the Help Desk paradigm, and more recently introduced systems according to InteQ’s online resources (2000-2010) is „the ability for end-users to interact with the system, allowing expanded visibility into the ongoing operations and services being provided directly to them by their IT department “.
In the late 1980s the IT Infrastructure Library became a standard in the Service Management. It has been created from a project by the CCTA (Central Computer&Telephone Agency) and has become a set of best practices adopted by IT organizations worldwide (InteQ, 2000-2010). Version 1 that emerged in the UK contained 42 task/processes. Although the version was widely accepted it didnt quite capture the needs of networks being formed at that time. Version 2 was published in 2002 stating 10 core processes that were adopted and the version even became the basis for Microsoft Operating Framework. In 2005, ITIL became the foundation for the ISO-20000