---
title: Service Desk
slug: itsm-en/service-desk
description: Learn about service management and its impact on providing valuable services to clients. Explore the key processes of incident management, which handles incident lifecycles, and request fulfillment, which manages service request lifecycles. Discover how t
docTags: 
createdAt: 2021-10-27T20:21:23.000Z
---

## Presentation

According to ITIL, "<font color="#3b9f0f">**Service Management**</font> is a **set of specialized organizational
&#x20;skills to provide value to clients in the form of services**"

To deliver the service, it is necessary orchestrating some processes:

| **Item**                | **Description**                                                                                                                                                                                                                                                                                                         |
| ----------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Incident Management** | is the process responsible for managing all incident&#xD; lifecycle. The incidents can be entered by the technical team, event&#xD; detection tools (monitoring system and alarm) by the users and/or by&#xD; providers;                                                                                                |
| **Request Fulfillment** | is responsible for managing the lifecycle of all&#xD; service requests made by users, through a communication channel, in order to&#xD; maintain satisfaction in the attendance of service requests. These requests&#xD; may include requests for service components, information, suggestions, and/or&#xD; criticisms. |