Information Technology Service Desk

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What Does Information Technology Service Desk Mean?

An information technology service desk (IT service desk) is a primary IT service management function that provides a single point of contact (SPOC) between users and IT employees or a business and customers. It is implemented by organizations that follow the practices of the Information Technology Infrastructure Library (ITIL).

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Techopedia Explains Information Technology Service Desk

An IT service desk is created when management requires a transition to a more service-oriented IT department, thereby fully integrating IT with the business fabric. The IT service desk is a broad approach that serves users in conjunction with all IT requirements. Its primary function is to monitor and own various incidents and user inquiries and provide an efficient communication channel between other services and the user community. An IT service desk also may handle interfaces with customer and third party requests.

IT service desk types are call centers, help desks and contact centers.

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Margaret Rouse
Technology Expert
Margaret Rouse
Technology Expert

Margaret is an award-winning technical writer and teacher known for her ability to explain complex technical subjects to a non-technical business audience. Over the past twenty years, her IT definitions have been published by Que in an encyclopedia of technology terms and cited in articles by the New York Times, Time Magazine, USA Today, ZDNet, PC Magazine, and Discovery Magazine. She joined Techopedia in 2011. Margaret's idea of a fun day is helping IT and business professionals learn to speak each other’s highly specialized languages.