HISTORY OF THE HELP DESK

A traditional explanation of cost centers versus profit centers states that "although profit centers are managed to generate income, cost centers are not associated with the generation of direct profit". Although this explanation is correct from an accounting point of view, there is no doubt that a help desk can function as a profit center, whether it works for an internal or external customer.

It is true that support services are generally regarded as cost centers. Industrial studies even show that five of the eight helpdesks are considered cost centers by other services within their organization. It is also true that measures related to a help desk generally include elements such as agent productivity, cost per call and other efficiency measures. However, smart managers have discovered that changing the way help desk is viewed paves the way for becoming a profit center.

HISTORY OF THE HELP DESK

Throughout the history of helpdesks, also known as helpdesks, customer service centers, support centers and contact centers, their goal was to solve customer-specific problems. These help desks were made in the 1980s, when computers with mainframes were operating. And these early support services were primarily devoted to "problem-solving" problems.

In the late 1980s, the British government established the Central Computing and Telecommunications Agency (CCTA) to improve the quality of IT services purchased. In particular, they wanted to lay the foundation for reducing IT service costs and improving their quality through the use of best practices. This effort expired over the years and eventually became the five-part book series known as ITIL.

One of ITIL's most important IT support concepts is the term "service desk". This term and ITIL best practices have evolved the IT industry from a fixed point of view towards a service center that provides services to end users, as well as all the traditional activities of the help desk.

"Services" includes the answer to the questions "How do I ...". This includes informing users of an impending maintenance period when the computer system is not available. They include informing customers about zero-day threats, malware infections, and new features. In short, a service center is the customer-centric part of a broad business service delivery model - which can have a dramatic impact on customer satisfaction levels.

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