The IT service desk has an overarching goal of improving IT processes, monitoring and assessing current processes and trends, and looking for opportunities for IT processes to run more efficiently. The goal of the IT service desk is to restore the end user to productivity, using problem resolution, end-user education, or sometimes generating a workaround. To do this optimally, it has to understand the end-user experience and meet the end user where they are technologically.
The IT service desk is responsible for tracking tickets and identifying recurring issues and problems that need to be resolved once and for all. And, by keeping services up to date with current technologies, the service desk assures services work properly.
As the service desk becomes more integrated with overall business practices, service desk software has had to learn to integrate nicely with other software used throughout the enterprise.