What is an IT Service Desk?

What is an IT service desk?

The IT service desk aims to be a main point of participation between users and an IT organization. According to ITIL, the service desk is the only point of contact (SPOC) between the service provider (IT) and the users for daily activities. A typical service desk handles incidents (interruptions) and requests for assistance (ordinary service activities) along with the management of user communications for things like interruptions and scheduled changes to services. A service desk generally has a wide reach and is designed to provide the user with a unique place for all their IT needs. This leads the service desk to play a key role in facilitating the integration of business processes with the technological ecosystem and a broader service management infrastructure.

Where do IT services come from?

The role of the IT support service was born in the late 1980s as a support capability to solve IT problems. It was a highly technical feature focused on technology rather than end users. The first IT support services did not have the concept of SLA or time-based objectives for problem solving. It was only when ITIL entered the scene in the 1990s, capturing the best practices of IT service management, that the user-centered concept of the IT services table began to emerge. The service desk was considered an essential part of "IT management as a service".

In the mid-1990s, research conducted by Iain Middleton of Robert Gordon University found that the value was derived not only from a receptive response to user problems, but also from the unique position of the help desk for Communicate daily with numerous clients or employees. The information acquired about technical problems, user preferences and what satisfies users can be useful for planning and developing IT services.

With the release of ITIL v2 in 2001, the Service Desk function and its role in handling incidents and requests have become an important component of IT service operations in many organizations. As the decade continued, globalization coupled with increasing pressures to reduce IT operating costs have led many organizations to centralize IT service desk functions with many external support partners who have hired them. The outsourcing of IT service desk functions has led to greater standardization of processes and growth in the help desk ticket software market.

Modern technology trends, including cloud services, the widespread use of third-party components in the IT ecosystem and advances in detection and monitoring capabilities have led to the integration of independent support service ticket systems into more complete ITSM platforms which act as an operations center not only for the IT service desk, but for the entire IT function. As companies seek to modernize and move forward with digital transformation initiatives, the it help desk services

 is evolving again to focus more on the business, with greater awareness of business processes and data, in many cases becoming an integral part. the commercial operations of the companies.

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