A traditional IT service desk manages disruptions and routine service-related tasks, as it handles user communications for things like interruptions and previewed changes to services.
The service desk is designed to provide the user with a single place to go for all their IT needs. This results in the service desk playing a central role in facilitating the integration of business processes with the technology ecosystem and broader service management infrastructure.
CONS IT assist companies in their seek to further modernize and pursue Digital Transformation initiatives. To this aim, the IT Service Desk is meant to become more business-centric, with higher awareness of business processes and data.
Today the IT helpdesk services have become easily comprehensive ITSM platforms that serve as the hub of operations not just for the IT service desk, but the entire IT function.
Each organization has its unique needs and your service desk and the tools you use need to be fully aligned to your business needs.