IT Service Desk forms the base of IT Service Management. It is the single point of contact between an IT team and the different users within an organization. Thus, if there is any interruption, incident, or alteration in the devices or software, the Service Desk intervenes. Service desks have a help desk or ticketing solution that allows the administrators to manage services based on the type of tickets generated.
The 4 dimensions of the Service Desk in the ITIL 4 version are :
Organizations and people – Includes the service management team that designs, operates, and changes service offerings.
Information and Technology – The service desk should have an information system to support it.
Value streams and processes – Built through workflows and procedures to best serve service requests and incidents
Partners and suppliers – Third parties involved, such as an outsourcing Service Desk.
