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so here it is the famous service desk now itamp;#39;s called a practice previously it was a function in ITIL version 3 but now it has been changed to a practice because we donamp;#39;t have that concept of functions anymore the purpose on a high level is to capture demand for incidents and service requests a service desk is supposed to be acting as a single point of contact between the service provider and the users ok so we provide an entry point for end-users to report issues and ask for stuff as you can see in a picture as well itamp;#39;s about issues you know incident handling service requests and any kind of queries you know like how is this done or how is that done or simple information however it needs to be defined between the service provider and the customers what kind of queries and requests should be handled and that should be part of the SLA of the service offering actually the service test acts as a single point of contact for the users they create tickets they acknow
