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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).
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.