For Business Process Professionals

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	March 11, 2005 Help Desk Or Service Desk: Difference Or Hype? by Chip Gliedman with Jessica Harrington

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Executive Summary

Your help desk has been replaced by your service desk, or so the vendors of products in this market would like you to believe. What does this change mean for users and vendors? It means more responsibilities and requirements for users, if they step up and accept them, and more software sales for vendors, if users buy in.

This is an excerpt

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