Differentiating between process and function
A process is simply a structured set of activity designed to accomplish a specific objective. It takes one or more defined inputs and turns them into defined outputs.
Characteristics
A process is measurable, aimed at specific results, delivers primary results to a customer, and responds to specific triggers. Whereas, a function is a team or a group of people and the tools they use to carry out the processes.
Hence, while Release Management, Incident Management, and so on are processes, The IT Service Desk is a function, which might be responsible for carrying out these processes. Luckily, ServiceDesk Plus provides features for managing both processes and functions.
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