Capterra Glossary
IT Service Desk (ITSD)
An information technology (IT) service desk is a technical support center that helps users find solutions and answers to their IT problems and questions. This includes answering IT service requests and resolving incidents or bugs. Fully-staffed IT service desks can help with everything from data migration to software debugging. Beyond incident resolution and service requests, IT service desks may also maintain a knowledge base or self-service portal to help users resolve basic issues.
What Small and Midsize Businesses Need to Know About IT Service Desk (ITSD)
Small and midsize businesses often lack the capacity to staff and maintain their own IT service desk. Instead, many SMBs choose to partner with an IT managed services provider (MSP) who can provide an out-of-the-box IT service desk offering, with 24/7 support if necessary.
Related Terms
- Big Data
- Attrition
- Software as a Service (SaaS)
- Furlough
- Intranet
- Business Intelligence (BI) Services
- Enterprise Resource Planning (ERP)
- Analytics and Business Intelligence (ABI)
- Security Orchestration, Automation and Response (SOAR)
- Identity and Access Management (IAM)
- Managed Service Provider (MSP)
- Advanced Clinical Research Information Systems (ACRIS)
- Business Analytics
- Augmented Reality (AR)
- Customer Relationship Management (CRM)
- Remote Work
- AMO (Application Management Outsourcing)
- Procurement
- Go-to-Market (GTM) Strategy
- MSO (Management Services Organization)