What is a Service Desk?

The IT service desk is generally a broader, more strategic and inter-organizational function. A service desk examines broader needs and the business environment instead of focusing solely on solving the needs of users, as does a help desk.

The ITIL definition of the service desk is the only point of contact between the service provider and the users. A typical service desk handles incidents and service requests and manages communications with users. The service desk generally has a help desk component, but its overall objective is to be proactive in improving IT and business processes within the organization. The best service tables are constantly looking for opportunities to execute all IT processes more efficiently, including the help desk.

Some key features of the service desk are:

• Full integration with other ITSM processes
• Operate as SPOC for all areas of IT, applications and business processes.
• Monitoring compliance with service level agreements (SLA)
• Provide self-service capabilities for incidents and service requests, with an integrated service catalog.
• Integration and communication with the configuration management database (CMDB)
• A more mature organization with complex IT systems, integrations with third-party providers and a fundamental dependence on your IT infrastructure will almost certainly need a complete ITSM solution with an integrated service desk function.

Best practices to choose the right tools

If you go to several groups on LinkedIn or other forums, you will find many passionate discussions on this topic. These conversations often differentiate the type of software you can use to facilitate the work done on your desktop. In my experience, these are the best practices for choosing the right help desk / service tools for your organization.

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