A help desk is an information and assistance resource that troubleshoots problems
with computers or similar products. Corporations often provide help desk support
to their customers via a toll-free number, website and/or e-mail. There are also
in-house help desks geared toward providing the same kind of help for employees
ITSM is process-focused and in this sense have ties and common interests with process
improvement movement, frameworks and methodologies. The discipline is not concerned
with the details of how to use a particular vendor's product, or necessarily with
the technical details of the systems under management.
Customer Relationship Management puts the business focus back on the customer, where
it belongs. CRM combines business process and technology to create a better understanding
of customers.CRM helps identify new customers and retain existing customers. To
reach consumers who will truly benefit from your services.