Our team has industry experience covering Support, Maintenance, eService, Field and Professional Service operations. 

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The ITIL definition of service desk is:

“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.”
 

ITIL states that a Helpdesk is tactical, whereas a Service Desk is strategic. 

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ITIL distinguishes between:

• IT Help Desk (is a subset of service desk)

• Service Desk 

• IT Service Management (ITSM)

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Gartner IT Service Support Management (ITSSM) covers:

• Incident and problem management

• Change, configuration, and release management

• Service request management and self-service

• Knowledge management

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ITIL, the most commonly-adopted ITSM best practice framework, describes ITSM as:

“The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.”