IT Service Desk platforms operationalize the day-to-day delivery of internal IT services to employees. Core capabilities include multi-channel ticket intake (portal, email, chat, walk-up), routing and queue management, incident and request fulfillment workflows, knowledge base integration, change and problem management, SLA tracking, and service catalog publication. ITSM platforms align with the ITIL 4 practice set and serve as the primary system of record for IT operational work — the ticketing, workflow, and reporting layer that every employee-facing IT interaction flows through.