The terms service and support are often used interchangeably, but mean different things in the IT context. 

A service is something that is provided to a customer to meet a specific need or requirement. IT services may include products, applications or other resources provided to the customer to meet its business needs. Examples of IT services include e-mail, file sharing, network access, and other IT-related resources provided to end users. 

Support, on the other hand, refers to the assistance provided to customers when using IT services or for troubleshooting. IT support may include technical assistance, training, or other resources to help end users resolve issues or problems with IT services. Examples of IT support include helpdesk or service desk support, technical support, and other resources that help end users get the most out of IT services. 

Essentially, the service is what is delivered, and support is the assistance that helps customers use the service and helps with any associated troubleshooting. Both service and support are critical components of IT delivery, and organizations need to ensure they have effective service and support processes in place to meet their customers’ needs. 

When a company realises the growing complexity of its IT services and facility management requirements, the service desk becomes indispensable. In the event of frequent technical faults or when 1st level support requests - whether in the IT or facility sector - become inefficient, it is time to invest in high-quality service concepts. Service desk outsourcing can be worth considering to find an effective solution with limited internal resources.

In the fast-moving technology and facility environment, requirements and solutions are constantly changing. Regular training ensures that service desk employees have up-to-date knowledge and are able to provide the best possible support - whether in the IT or facility sector. The training measures are supplemented by the integration of knowledge management into daily work.

Process automation enables service desks to automate recurring and predictable tasks. This leads to faster response times, reduces human error and allows employees to focus on more complex problems that require specialized attention.

ITIL, an established framework for IT service management, offers proven procedures and guidelines. When ITIL principles are integrated into service desks - whether in the IT or facility sector - processes can be standardized, roles clearly defined and service concepts optimized. This leads to improved efficiency and service quality.