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[Music] technology service desk this is centered on a ticketing system which manages it requests from the business every job request is documented in a ticket which is used to track progress through to completion the service desk is often a centralized function and will have a phone number and email address through which users can contact service desk operators many organizations also provide a help desk web portal perhaps on the company intranet and in some cases an online artificial intelligence assistant to take care of common problems from users the ticketing system such as servicenow zendesk jira and a host of others is central to it operations and is used to control the allocation of it resources and projects it is highly process driven user support is just one source of tickets any requirements for new software updates remedial works in fact any it jobs which need resources typically go through a ticketing system in larger organizations there may be multiple ticketing systems fo