With the 10 ITIL processes managing the IT Service Delivery, there has to be a physical point of contact with the customers. A place in the organisation, a phone number or e-mail address where customers can lodge their complaints, ask questions and lodge requests for change. This point of contact (or ‘shop-window’) is the Service Desk.

As far as the customer is concerned, the Service Desk IS the IT Service Provider. The Service Desk is a one-stop-shop.


This one-stop-shop concept requires a close interface between the ITIL processes and the function of the service desk.As well as a focal point for reporting incidents and making service requests, the Service Desk has an obligation to keep users informed of service events, actions and opportunities that are likely to impact on the performance of the users, in their day-to-day activities. For example, the Service Desk could act as the focal point for change requests from users, issuing Change Schedules on behalf of Change Management, and keeping users informed of progress on changes. The Change Manager must, therefore, ensure that the Service Desk is kept constantly aware of change activities.


The Service Desk is in the direct firing line of any impact on the SLAs and, as such, needs rapid information flows.


The Service Desk may be given delegation to implement changes to circumvent incidents within its sphere of authority. The scope of such changes must be predefined and the Change Management function must be informed about all such changes. Changes that involve a change of specification of any Configuration Item must not, however, be implemented without prior approval by Change Management.