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https://wiki.en.it-processmaps.com/index.php/Service_Support
Service Desk and Incident Management Process Objective: The "Service Desk and Incident Management" process aims to restore IT Services to their defined Service Levels as quickly as possible The process is also responsible for receiving and processing Service Requests, for assisting users, and for coordinating the Incident Resolution with Specialist Support Groups.
https://freshservice.com/it-service-desk-software/itil-ready-service-desk
The primary objective of ITIL service desk software is to continuously improve the way IT support services are delivered. Today, ITIL is widely adopted by many organizations to streamline business operations. So, what does ITIL include? ITIL includes a set of different processes that can be implemented based on organization’s needs and maturity.
https://www.webhelpdesk.com/web-help-desk/use-cases/itil
Information Technology Infrastructure Library (ITIL) refers to a set of best practices for IT service management (ITSM). The focus of ITIL is to make sure IT services can keep up with business needs. These best practices routinely evolve as digital needs change. ITIL is a guiding framework for how ITIL service management should be done.
https://dudodiprj2sv7.cloudfront.net/product-downloadables/xG/46/CTJF8TGWBSJ1.pdf
support internal IT functions along with external customer support, especially if your product or service is IT-related, but that is as close as it will get to being true ITIL. Customer support and ITIL do share a few features and benefits that are at the heart of the confusion between the two types of service…
https://www.atlassian.com/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm
A help desk was an add on to existing IT activities, whereas the service desk is part of a service-based IT service delivery and IT support ecosystem built around something called “the service lifecycle.” Probably a big reason why the term service desk was used over help desk in ITIL.
https://www.bmc.com/blogs/itil-service-request-management/
BMC Helix ITSM optimized for ITIL ® 4; Enterprise-wide service including IT, HR, Facilities, and Procurement; ... The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. ... set expectations, and ...
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