Service desk (ITSM)

The Service Desk is the central point of contact for all service requests within an organizational structure and thus the defined interface between the requirements of the customer and the business -converting process. He mediates between customer and service provider ( See also: customer service) and is in larger companies with scalable process automation often as a call center (inbound - In) designed or hotline. These operate with different orientations, depending on the underlying business process.

Other input channels for the activities of a service desk in addition to the assumption about phone also requests via fax, Internet forms, discussion groups, e- mail and other automation processes.

A common strategic direction of the service desk is the one in which the user / user occurs over only one interface, also known as Single Point of Contact ( SPOC ). The user has thus to take advantage of only a single point of contact for various internal processes. The service desk takes over and documented requests usually in the form of so-called disorders ( Incidents), tickets or service requests (Service Requests) and monitors their execution.

Originally, the term comes from the field of information technology. There the service desk is a functional unit within the IT service management and guarantees the accessibility of the IT organization for their service users.

Service Desk in ITIL as a function

In the ITIL (IT Infrastructure Library), the service desk function in the phase of service operations is described. The main task of the Service Desk ITIL is the incoming and outgoing communication with the users of IT services.

The Service Desk will inform the user if appropriate, changes to the IT infrastructure and the status eröffneter disorders ( Incidents). He oversees the activities of the following support units and assumes additional responsibilities under various processes, for example, Incident Management, Change Management, Configuration Management, Release Management and Problem Management.

  • IT Management
  • Telecommunications
  • Communication policy
Helpdesk Incident management (ITSM) Change management (ITSM)
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