What is a service desk?

I see endless statements about the "death of the service desk". FFS MAKE IT STOP. The people who make these statements exhibit a pathetic understanding of service management.

A service desk is not a call centre - the phone is but one channel to a service desk. A service desk is a function that provisions, supports, and restores service. A function means a team or teams of people, with varying levels of automation, with accountability and responsibility, with resources and capabilities. They make sure the users get what they need, and when the users don't get what they need the service desk ensures somebody fixes it.

The service desk is an essential function in every organisation. It is not going away.

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