IT Service Desk

---

A service Desk is a communications centre that provides a single point of contact (SPOC) between a company and its customers, employees and business partners. The purpose of a service desk is to ensure that users receive appropriate help in a timely manner.

Service Desk are designed to handle incidents and service requests. In this context, an incident is an event that results in a disruption in service availability or quality. A service request seeks help with a routine task, such as helping a user change a password or getting a new user set up in work systems. Other services provided may include change management, release management and configuration-related tasks.

The Information Technology Infrastructure Library (ITIL) defines the Service Desk as an essential information technology service management (ITSM) tool. ITIL is a globally recognised collection of best practices for IT service management.