ITSM Glossary of Terms

Visit the ITSM glossary for the definition, history, and uses of key industry terms, including standard operating procedures (SOP), risk management, and more.

Posts about Service Desk:

Service Desk

Sep 24, 2022 4:29:44 AM

What is a Service Desk? 

A service desk is a single point of contact where employees and customers who use software can start the process of getting prompt help for a question or issue.  Service desks handle both incidents and general service requests, and effective service desks abide by IT service management (ITSM) best practices and often use the IT Infrastructure Library (ITIL) framework. 

Service desks usually include several components, such as: 

  • Ticketing system  
  • Knowledge Base 
  • Incident management 
  • Service catalog 
  • Service-level agreements (SLA)