IT Service Desk

The IT Service Desk is intended to be a primary point of engagement between users and an IT organization. According to the ITIL, the service desk is the single point of contact (SPOC) between the service provider (IT) and users for day-to-day activities. A typical service desk manages incidents (service disruptions) and service requests (routine service related tasks) along with handling user communications for things like outages and planned changes to services. A service desk typically has a broad scope and is designed to provide the user with a single place to go for all their IT needs. This results in the service desk playing a pivotal role in facilitating the integration of business processes with the technology ecosystem and broader service management infrastructure.

Service desk cycle
Service desk at all levels

The primary role of an IT service desk is to serve as the primary point of contact for monitoring / owning incidents, addressing user requests/questions and providing a communications channel between other service management functions and the user community. In addition to these core functions, the service desk often plays an active role in capturing change requests, maintaining 3rd party support contracts, managing software licenses and assisting with problem management.

In some organizations, the service desk is integrated into other business processes such as:

  • Employee Onboarding
  • Acquisition Integration
  • Data Access Management
  • Supplier/Partner Onboarding and Off-boarding
  • Reporting and Metrics management
  • Business Continuity Management
  • Infrastructure/Service Monitoring


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