IT service management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to design, plan, deliver, operate and control information technology (IT) services offered to customers.
A Service Desk is a primary IT function within the discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL).It is intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both users and IT staff, and also to satisfy both Customer and IT Provider objectives. "User" refers to the actual user of the service, while "Customer" refers to the entity that is paying for service.
The ITIL approach considers the service desk to be the central point of contact between service providers and users/customers on a day-to-day basis. It is also a focal point for reporting incidents (disruptions or potential disruptions in service availability or quality) and for users making service requests (routine requests for services).
Cyber security comprises technologies, processes and controls that are designed to protect systems, networks and data from cyber attacks.Effective cyber security reduces the risk of cyber attacks, and protects organisations and individuals from the unauthorised exploitation of systems, networks and technologies.