What is a Service Desk?

The ITIL definition of a service desk is as follows: "The single point of contact between the service provider and users. A typical service desk handles incidents and service requests and also manages communications with users."

This definition may seem a bit formal and vague, so here's an easier way to say it: a service desk is a communication center where customers (e.g. employees or other stakeholders) can find help from their IT service providers . As indicated by the definition of ITIL service desk, this guide can take the form of incident resolution or satisfaction of requests for assistance, but regardless of the type of assistance provided, the goal of a service desk is to provide high quality service to customers in a timely manner.

Service desks often also include multiple ITSM activities. For example, a service desk usually includes ITSM activities that include service request management, incident management, knowledge management, self-service and reporting. There are also usually strong links to modify management problems and processes.

An IT service desk assists customers in resolving incidents or handling service requests, creates and manages departmental knowledge, offers self-service services for customers who want to resolve incidents quickly and independently and provides group metrics and the effectiveness of the tool. Service desks may include more or less of this, but the point is that they are a robust, service-centered and customer-centered way of providing help from IT to customers.
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