Service desk refers to the single point of contact between the service provider and the service users. It is a more modern designation for helpdesk, and also with a wider scope. While the help desk more or less handles requests, the service desk is built on a catalog of services and is part of user care.
- The service desk is based on the service catalog
- A key component is the ticketing system, which enables communication between the provider and users
- The service desk manages incidents and service requests, changes and issues