Service Desk

Service Desk is a centralized platform or software solution used by IT departments to manage and resolve user-reported incidents, service requests, and IT-related issues. It serves as the primary point of contact for users seeking technical support, enabling efficient tracking, prioritization, and resolution of tickets. It often integrates with IT service management (ITSM) frameworks like ITIL to streamline processes such as incident management, problem management, and change management.

Also known as: IT Service Desk, Help Desk, Support Desk, Service Management Tool, ITSM Platform

Why learn Service Desk?

Developers should learn or use Service Desk tools when working in environments that require structured IT support, such as corporate IT departments, software development teams, or managed service providers, to handle user issues, track bugs, and manage service requests effectively. It is essential for roles involving DevOps, site reliability engineering (SRE), or IT operations, as it helps maintain service level agreements (SLAs), improve communication with stakeholders, and ensure system uptime by organizing support workflows.

Learning Resources

• course: ITIL Foundation: IT Service Management
• docs: Jira Service Management Documentation
• tutorial: Service Desk Best Practices Tutorial
• course: Introduction to IT Service Management on Coursera
• docs: Service Desk Implementation Guide