Service Desk

The service desk is often the most visible ITSM function. It handles incident reporting, service request fulfilment, and provides a communication channel between IT and business users. Modern service desks increasingly use AI chatbots, self-service portals, and omnichannel support. In ITIL® 5, the service desk is both a practice and a key component of the Engage activity in the Service Value Chain. It captures demand, facilitates resolution, and ensures user satisfaction throughout the service lifecycle. Service desk maturity ranges from basic call logging to sophisticated intelligent swarming models where specialists collaborate directly with users.