The Service Desk acts as the central point of contact for the customers to record their problems. The Service Desk will try to resolve the problem if there is a direct solution or will create an incident.
All these processes are tracked using the Configuration Management Database (CMDB) which records each process and creates a series of output documents for traceability as part of Quality Management.
The Service Desk acts as the central point of contact and keeps users informed of the service events, actions and opportunities that are likely to affect them. To meet both customer and business objectives, many organisations have implemented a central point of contact for handling Customer, User and related issues.
This function is sometimes called The Call Centre, Help Desk or Service Desk. The Service Desk is more than just a Call Centre, it not only handles incidents, problems and questions, but also provides an interface for other activities such as customer change requests, maintenance contracts and software licenses.