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Definitions and Terminology
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Service desk
The single point of contact within the IT organisation for users of IT services
source: COBIT 4.0
customer facing support group who do a high proportion of the total support work
source: ISO20000-1, 2005
(Service Operation) The Single Point of Contact between the Service Provider and the Users. A typical Service Desk manages Incidents and Service Requests, and also handles communication with the Users.
source: ITIL v3, Service Operation, 2007
(Service Operation) The Single Point of Contact between the Service Provider and the Users. A typical Service Desk manages Incidents and Service Requests, and also handles communication with the Users.
source: ITIL v3, Service Design, 2007
(Service Operation) The Single Point of Contact between the Service Provider and the Users. A typical Service Desk manages Incidents and Service Requests, and also handles communication with the Users.
source: ITIL v3, Service Transition, 2007
(Service Operation) The Single Point of Contact between the Service Provider and the Users. A typical Service Desk manages Incidents and Service Requests, and also handles communication with the Users.
source: ITIL v3, Continual Service Improvement, 2007
(Service Operation) The Single Point of Contact between the Service Provider and the Users. A typical Service Desk manages Incidents and Service Requests, and also handles communication with the Users.
source: ITIL v3, Service Strategy, 2007
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