ITIL Service Desk

The Service Desk process is responsible for handling all support requests from the (client) organization. Service calls are calls to the Service Desk originating from users by phone or a web request, concerning either a request for information, a request for change, or the reporting of incidents. Alternatively, support request can be issued automated incident discovery systems or from the other ITIL processes. Concluding, the Service Desk acts as the central point of contact between service providers and users/customers. It is also responsible for the administration and closing of all support requests.