What is itil service desk

What is a service desk? ITIL's definition of a service desk is as follows: The single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users.

What are the two types of service desk ITIL?

Inbound – Service Desk receives calls and messages from the customer, and responds accordingly. The customer initiates all communication. Outbound – Service Desk may initiate communication to the customer (or potential customer) in telemarketing fashion.

What is service desk in IT infrastructure?

What is service desk? An IT service desk is a communications center that provides a single point of contact (SPOC) between a company, its customers, employees and business partners. The IT service desk assists throughout the entire product lifecycle and ensures that all users receive help promptly.

What are ITIL best practices for service desk?

What Does a Service Desk Do? Primarily an IT function, a service desk manages tickets, incidents and service requests, as well as user communication. Service desk professionals rely on various IT service management (ITSM) tools to get their work done.