The service desk is the central contact point for all operational requests from the business to the IT organization. It is also called the single point of contact or SPOC so the service desk is a central function and in this capacity is also an illustration of the IT organization’s efficiency. Typical requests from users are: service requests, for example questions about documentation or internal training - requests for changes such as for example installation orders, relocations and support requests in the event of interruptions or information on the user support.

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As a proactive service desk this function can also assume operational tasks such as data backup, service monitoring or coordination of training. The user receives a first class service and can rely on his/her matters being dealt with by the service desk to his/her satisfaction within a reasonable period. Proactive information about the status of the requests is self evident: the service desk is therefore also the single point of responsibility.