The benefits that the companies obtain by implementing an IT service desk are multiple and provide more than just solving problems and failure in the system. They provide a defined flow of work to the organization and achieve the collaboration between business units by sharing the management vision to secure strategic objectives. It also counts as a partner that solves effective IT requirements. The service desk must attend their internal and external customers, and guarantee their satisfaction. The service management is automatized and capable to monitor and measure its execution and fulfillment, always toward a continuing improvement process as a competitive advantage to the organization.