In the ITIL framework, heavy emphasis is placed on the importance and value of the service desk within the service lifecycle. The service desk is an important operational function, but it needs to be adapted to suit the needs of the business.
ITIL promotes a number of different service desk structures, and this one, Local, is useful in specific circumstances.
This ITIL learning poster shows the pros and cons of this type of structure. Understanding the service desk structures is an important part of the service operation lifecycle stage.