A team that acts as a single point of contact for end customers and different parties that are involved, be it internal employees or business partners. The primary functions of the Service Desk are incident control, life cycle management of all service requests, and communicating with the customer.
There are many reasons services can be interrupted. Service desk has the means within its hierarchy to monitor and manage each layer of service that is involved, for example network, database, security, systems, etc. Swayam Service Desk enables customers in switching the Service Management from Technology based to Process based.