IT Service Desk

The ITIL definition of the IT Service Desk (service operation) is the single point of contact between the service provider and the users. A typical service desk manages incidents and service requests and handles communication with the users. The service desk typically has a help desk component, but its overall goal is to be proactive in improving IT and business processes across the organization. The best service desks are constantly looking for opportunities to run all IT processes, including the help desk, more efficiently.

Some key traits of the service desk are:

Fully integrating with other ITSM processes Acting as SPOC for all IT areas, applications, and business processes Tracking compliance with service level agreements (SLAs) Providing a self-service capability for incident and service requests, with an integrated service catalog Integrating and communicating with the configuration management database (CMDB)