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IT Support & Hardware · Foundational

Service Desk Practice

The ITIL 4 practice that captures demand for incident resolution and service requests as the single point of contact.

Definition

The service desk engages users across channels and should have empathy, business awareness, and broad technical knowledge. It may be centralized, virtual, or follow-the-sun. Automation and self-service extend its reach.

Example

A follow-the-sun desk hands off open tickets between regional teams.

Exam tip

The service desk is the entry point, not the team that resolves everything.

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