{"id":162,"date":"2014-03-29T16:24:11","date_gmt":"2014-03-29T16:24:11","guid":{"rendered":"http:\/\/itiltopia.com\/?p=162"},"modified":"2014-03-30T16:06:06","modified_gmt":"2014-03-30T16:06:06","slug":"naming-a-service-desk","status":"publish","type":"post","link":"http:\/\/itiltopia.com\/?p=162","title":{"rendered":"Naming a Service Desk"},"content":{"rendered":"<div class=\"source\">From the <a href=\"http:\/\/www.itilcommunity.com\/modules.php?name=Forums&amp;file=viewtopic&amp;t=3034&amp;highlight\">ITIL Community Forum<\/a><\/div>\n<div class=\"question\"><span class=\"label\">Q:<\/span><\/p>\n<p>Should the first point IT contact center be called ITIL\u00ae IT Service Desk or can it be also called ITIL\u00ae IT Helpdesk ?<\/p>\n<\/div>\n<div class=\"answer\"><span class=\"label\">A:<\/span><\/p>\n<p>ITIL says that you should have a single point of contact for users to communicate with IT. ITIL uses the term Service Desk and defines what the requirements are for a group to meet the ITIL definition of a Service Desk.<\/p>\n<p>Having said that, I would caution you against getting too hung up on the naming of your organization&#8217;s Service Desk. You can call it whatever the organization wants.<\/p>\n<p>I know one company that already has a group titled &#8220;Service Desk&#8221; that is in place to help the business with non-IT related questions. In that situation, calling the IT single point of contact the &#8220;Service Desk&#8221; would be very confusing.<\/p>\n<p>I would also recommend against using the term ITIL in the title of the single point of contact. ITIL is an acronym that not even every IT professional knows. I would never expect an end user to know what ITIL means. Including ITIL in the title of the group that is the primary contact point for user\/IT communication can only cause confusion.\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>From the ITIL Community Forum Q: Should the first point IT contact center be called ITIL\u00ae IT Service Desk or can it be also called ITIL\u00ae IT Helpdesk ? A: ITIL says that you should have a single point of contact for users to communicate with IT. ITIL uses the term Service Desk and defines &hellip;<br \/><a href=\"http:\/\/itiltopia.com\/?p=162\">Read more <span class=\"meta-nav\">&rarr;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"spay_email":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false},"categories":[15],"tags":[],"jetpack_featured_media_url":"","jetpack_publicize_connections":[],"_links":{"self":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/162"}],"collection":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=162"}],"version-history":[{"count":2,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/162\/revisions"}],"predecessor-version":[{"id":261,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/162\/revisions\/261"}],"wp:attachment":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=162"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=162"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=162"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}