I am sitting here chucking to myself over an article by CIO called Help Desks Killed off by Service Desks. The evolution of the IT industry has driven out the words "help desk" because of negative nick names like "unhelpful" or "Helpless" Help Desk. This change has also been driven by the development of ITIL service desk theory. Since I got my cert in 2005, I have wondered when HDI (Help Desk Institute) is going to catch on.
In a press release that came out earlier this month said, “In the 20 years since HDI was established, the definition of ‘Help Desk’ has become outdated and primarily referential only as a single-point of IT contact support. Through the successful uptake of ITIL, ‘Service Desk’ has become the most common term within the ITSM industry. The term rightly reflects a vastly improved quality of service and IT support that is better skilled, more empowered and more cost effective. The revised brand will consequently help to support the pivotal role we play at the heart of the ITSM industry and to ultimately expand our global reach.”
This all reminds me a little of the Geico caveman commercials, so I thought I would bring you a Geico commercial for a chuckle, but HDI was not near as funny as this commercial. Laugh a little at the past:
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