To know what is the difference between IT Service and IT Support the two we need to first define them.
What is an IT Service ?
IT Service as defined by Gartner as “IT services refers to the application of business and technical expertise to enable organizations in the creation, management and optimization of or access to information and business processes.
While both focus on helping customers, there is a difference between customer service and customer support. IT Service Management refers to all the activities involved in designing, creating, delivering, supporting and managing IT services.
The IT services market can be segmented by the type of skills that are employed (design, build, run). There are also different categories of service: business process services, application services and infrastructure services. IT service can also be link to customer service, in a more complex department that doesn’t only provide support to the customers. But it also contributes towards the strategic goals of the company.
If these services are outsource, they refer it as business process outsourcing (BPO), applications outsourcing (AO) and infrastructure outsourcing.”
What is an IT support ?
Technical Support as defined by the Collins dictionary as “A repair and advice service that some companies such as computer companies provide for their customers, usually by phone, fax, or email.
IT service management (ITSM) is a concept that enables an organization to maximize business value from the use of information technology. Customer support is a specific type of customer service involving other skills such as documentation, product feedback, and technical problem solving.
The customer support agents provide the needed assistance to solve these issues and guide the customers through the entire process. Troubleshooting, direct assistance on a specific problem.
Teamwork is require to make the client feel like they can get a quick about the same issue that support cover or that being follow up about any further questions. The service team make a customer feel valued and get the best experience that can be had. The purpose of a service desk is to ensure that users receive appropriate help in a timely manner. Compared to customer service teams, support teams are generally more involved with the end-to-end customer experience.
Ultimately, customer support professionals employ customer service skills alongside other tools to provide added value to a product or service. Making sure that the customer was happy with the support that was provided. But also that the clients are satisfied with the products they provide.
However in reality, customer support and customer service are equal but different.