A service desk is the main point of contact between users and service providers, supporting users by addressing service requests, providing solutions to issues, issuing refunds, and more. It can be internal or external, structured in layers to escalate complex issues to the appropriate individuals. A service desk differs from a help desk, which tends to be more tactical and reactive, while a service desk is strategic, focused on delivering services that align with business goals. The role of a service desk includes addressing service requests, monitoring for IT incidents, troubleshooting problems, planning changes, providing self-service tools, monitoring effectiveness, and incorporating AI automation to optimize processes. Service desk software facilitates the delivery of service desk offerings, enabling self-service functionalities and providing omnichannel support, making it easier to provide personalized service to each individual.