Editing IT service management (section)

===Service desk===
A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a ''Single Point of Contact'' (SPOC) to meet the communication needs of both users and IT staff,{{sfnp|ITIL Service Design|2011|page=22}} and also to satisfy both Customer and IT Provider objectives. ''[[End-user|User]]'' refers to the actual user of the service, while ''customer'' refers to the [[Business entity|entity]] that is paying for the service.  ITSM tools are frequently applied to other aspects of [[business]], this practice is often called [[enterprise service management]] (ESM).<ref>{{cite web |title=Enterprise Service Management |url=https://www.gartner.com/en/documents/3885965 |access-date=17 January 2023 |website=Gartner}}</ref>  One of the big pushes in ITSM is [[automation]] of mundane tasks, this allows people who perform these tasks to take on more critical tasks, this process called [[IT process automation]].

The ITIL approach considers the service desk to be the central point of contact between [[service provider]]s and users/customers on a day-to-day basis. It is also a focal point for reporting ''[[Incident (security)|incidents]]'' (disruptions or potential disruptions in service availability or quality) and for users making ''service requests'' (routine requests for services).<ref name="ITILServiceDesk" />

ITIL regards a [[call centre]] or [[help desk]] as similar kinds of [[tech support]] which provide only a portion of what a service desk can offer. A service desk has a more broad and user-centered approach which is designed to provide the user with an informed single point of contact for all IT requirements. A service desk seeks to facilitate the integration of business processes into the service management infrastructure. In addition to actively monitoring and owning incidents and user questions, and providing the communications channel for other service management disciplines with the user community, a service desk also provides an interface for other activities such as customer change requests, third parties (e.g. maintenance contracts), and [[software licensing]].<ref name="ITILServiceDesk">{{cite book
 |title=ITIL Service Design
 |publisher=The Stationery Office
  |isbn=9780113313051
 |year=2011
|ref={{harvid|ITIL Service Design|2011}}
}}
{{cite book
 |title=ITIL Service Operation
 |publisher=The Stationery Office
  |isbn=978-0113313075
 |year=2011
|ref={{harvid|ITIL Service Operation|2011}}
}}</ref> [[Computer emergency response team]]s (CERT) are specifically dedicated to [[computer security]] incidents.