In the most businesses the IT-Support offer is being diversitfied into two areas: "Help Desk" and "Serive Desk". While "Help Desk" manages acute incidents or solutions, "Service Desk" contributs further services such as supplying employees with IT-infrastructure.
ITSM on the other hand defines the evolution of support to a more powerful customer, user and service orientation. Service management is being understood as service that should guarantee a high customer satifaction.