Description
A Service Desk is a primary IT service within the discipline of IT service management ITSM as defined by the Information Technology Infrastructure Library ITIL. It is intended to provide a Single Point of Contact "SPOC" to meet the communication needs of both Users and IT employees. But also to satisfy both Customer and IT Provider objectives.
"User" refers to the actual user of the service, while "Customer" refers to the entity that is paying for service.