ITIL® Service Desk Management

What is an ITIL Service Desk?


ITIL Service Desk

The IT Infrastructure Library (ITIL) is an integrated, process-based, best practice framework for managing IT services. It provides guidance for creating and operating a Service Desk that provides efficient communication between the user community and the IT provider. Originally initiated to improve IT service management for the UK central government, it has become relevant to all organizations; public or private sector, large or small, centralized or distributed.

ITIL integrates together under one Service Desk an organization's

  • Incident management
  • Problem management
  • Change management

Incident management

The goal of Incident Management is to restore normal service operation as quickly as possible following an incident, while minimizing impact to business operations. HelpMaster supports your Incident Management process with capabilities to record incidents, classify according to impact and urgency, assign to appropriate groups, escalate, and manage through to resolution and reporting.

Problem management

 The purpose of problem management is to analyze an incident, find the root cause, determine an appropriate workaround (if available), and to communicate this to all relevant parties.  Once the root cause has been established, the "known error" should be  progressed through whatever activities are necessary to remove it from the infrastructure for good, thereby preventing the original incident from ever occurring again.


 ITIL® - "ITIL® is a Registered Trade Mark of AXELOS Limited."