ITSM basics: definitions and buying guides for IT service desks

What ITSM means, how ITIL 4 structures it (service value system, seven guiding principles, four dimensions), which practices matter for a service desk, and what the new ITIL version changes.

A help desk fixes issues; a service desk is the single point of contact for all IT services, requests and changes. The difference, a comparison table, and where AI help desks fit.

Thirty questions to ask ITSM and service desk vendors about ITIL practices, AI automation, CMDB, requester experience, integrations and pricing, grouped and printable.

What a 20-agent IT service desk costs per year at published list prices in 2026, which plans include change management, and the add-ons, caps and minimums that change the total.