What is the Service Desk?

A service desk is the single point of contact (SPOC) between the Managed Service Desk (IT) and users for simple support queries. A typical service desk manages incidents and services besides handling user communications for outages and planned changes to services.

A service desk is the problem-solving point of contact between a provider of IT services and its end-user. Service desks can manage everyday IT incidents, disruptions (such as outages), planned and unplanned service changes. A service desk typically uses a ticketing system to capture all incidents or requests, managing both internal and user-facing support departments. Today's service desks generally employ cloud-based—and even AI-based—software to efficiently manage workloads.

    Key Features

  • Incident management consolidates, manages, and prioritises incoming tickets.
  • Service catalogue standardises service request and fulfilment processes.
  • Fully integrated IT asset management compiles hardware, software, POs, and more
  • Service portal for users to have a single place to submit tickets and requests.


A new ITSM help desk solution can fundamentally streamline IT, but it can do much more when combined with a change management strategy that doesn't leave it underutilised. Building on Ivanti Service Manager's Help Desk, Service Desk adds Change Management and Configuration Management to quickly and efficiently handle IT changes to ensure high levels of service availability and quality for your IT service desk software.

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