The Service Desk acts as the central point of contact between service providers and users on a day to day basis. It is also a focal point for reporting incidents and for service requests. It can also provide an interface, for other service management activities (such as change, problem, configuration, release and continuity management).
ITIL Service Desk / Help Desk
These pages describe one of the ITIL disciplines - The Service Desk, which is covered by the Service Operation volume. They are extracted from the ITIL Toolkit and provide a good example of how the ITIL disciplines are organized.