Service desk

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The service desk is the central point of contact for all service inquiries within an organizational structure and thus the defined interface between the customer's requirements and the business process involved. It mediates between customer and service provider (see also: customer service ) and is often designed as a call center (inbound) or hotline in larger companies with scalable process automation . These act with different orientations, depending on the underlying business process.

Other input channels for the activities of a service desk are, in addition to acceptance by telephone, inquiries via fax, Internet forms, discussion groups, e-mail and other automation processes.

A frequent, strategic orientation of the service desk is one in which the user only has a single interface, also known as a single point of contact (SPOC). The user thus has the advantage of using only one central contact person for various internal processes. The service desk takes over and documented requests usually in the form of so-called disturbances (incidents), tickets or service requests (service requests) and monitors their execution.

The term originally comes from the field of information technology . There the service desk represents a functional unit within the framework of IT service management and guarantees that the IT organization can be reached by its service users.

Service desk as a function in ITIL

The service desk function is described in the Service Operations phase in the ITIL ( IT Infrastructure Library ) . The main task of the service desk according to ITIL is the incoming and outgoing communication with the users of IT services.

The service desk informs users where appropriate changes to the IT infrastructure and the status Opened disturbances (incidents). He monitors the activities of the following support units and takes on additional tasks within the scope of various processes, for example incident management , change management , configuration management , release management and problem management .