Service Desk is an important part of the IT organization as it is the primary contact with the business's users. As well as managing incidents and orders, Service Desk acts as the interface between IT and the users for all types of issues.
A well-functioning Service Desk can often compensate for other shortcomings within the IT organization, but a poorly functioning Service Desk can result in a poor reputation throughout the business, even if the rest of the IT organization is functioning effectively. The function is the IT organization’s outward face towards the business and is thus often what the users perceive as the IT department.
