What is the objective of the Service Desk function?

The objective of the Service Desk function is to serve as the single point of contact for users who need assistance with IT services. This is fundamental to ITIL practices, as the Service Desk acts as the liaison between service providers and users, facilitating communication and ensuring that user issues, requests, and incidents are managed efficiently. By being the centralized contact point, the Service Desk helps streamline processes, reduce confusion, and improve user satisfaction by providing timely support and information.

While managing IT budgets, developing IT policies, and conducting IT training are also important functions within IT organizations, they do not capture the core purpose of the Service Desk function, which is primarily focused on user interaction and service management.