---
Title: "What Is a Service Desk? Definition and Functions"
Url: "https://computer.io/glossary/service-desk"
Topic: "ITSM"
Description: "A service desk is the single point of contact between an IT team and its users, handling incidents, service requests and communication. Functions and examples."
---

# 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.

## FAQ

### What is the difference between a service desk and a help desk?

A service desk covers broader ITSM processes; a help desk focuses on fixing issues.

### What is an IT service desk?

The team and tools employees contact for IT help.

### What is service desk automation?

Using workflows and AI to resolve requests without manual work.

## Related terms

- [Help desk](https://computer.io/glossary/help-desk)
- [ITSM (IT service management)](https://computer.io/glossary/itsm)
- [ITIL](https://computer.io/glossary/itil)
- [Incident management](https://computer.io/glossary/incident-management)

## How Computer helps

- [Service desk automation](https://devrev.ai/solutions/service-desk-automation)

## Further reading

- [It service desk](https://devrev.ai/blog/it-service-desk)