What is a service desk?
A service desk is the single point of contact between an IT service provider and its users, handling incidents, service requests, access requests and communications. In ITIL, it is a core practice that captures demand and coordinates resolution across IT teams.
Functions
| Function | Example |
|---|---|
| Incident handling | VPN not working |
| Service requests | New laptop |
| Access requests | Grant Salesforce access |
| Communication | Outage updates |
| Knowledge | Self-service articles |
AI service desk
AI agents can resolve common IT issues end to end. DevRev says its service desk automation can resolve up to 60% of IT issues autonomously, with integrations like ServiceNow, Okta and Slack.
