Service Desk

What is a service desk?
A service desk is the central point of contact for users in the event of IT faults, service requests and information requirements. It coordinates incidents, service requests and communication between users and technical support units.

Classification: Operational role and benefits
The service desk is used in almost all IT organizations, managed services and maintenance models. It ensures structured processes, uniform communication and prioritization of faults. The advantages are better traceability and faster response times. The added value lies in more efficient support processes, greater user satisfaction and a clear interface between operations, maintenance and service management.