Why specifically service desk and not help desk? Do you mean a full-fledged service desk in ITIL notation or are you just calling a help desk that?

The term "service desk" implies a broader and more structured approach to user support and IT service management than "help desk." In the context of ITIL, a service desk is a single point of contact for users, providing not only incident handling but also request management, communication with other ITSM processes such as changes and problems.

When we specifically talk about a service desk in ITIL notation, it involves processes, SLAs, reporting, and integration with other services. A help desk, on the other hand, is often perceived as a simpler support level, primarily focused on incident resolution and basic assistance.

Therefore, when we use the term "service desk," we usually mean a full-fledged, process-oriented service, not just a support service. If we are talking about a simple help desk, it should be clarified to avoid misunderstandings.