Here are key features and functionalities of the ServiceNow Service Desk:

1. Incident Management: ServiceNow Service Desk allows IT support teams to capture and manage incidents reported by users. Incidents can include hardware or software issues, service interruptions, and other unplanned disruptions.

2. Service Request Management: Users can submit service requests through the ServiceNow Service Desk for various IT services, such as software installations, access requests, and equipment provisioning. These requests are routed, tracked, and fulfilled through predefined workflows.

3. Knowledge Base: ServiceNow includes a knowledge base where IT teams can store and share articles, FAQs, and troubleshooting guides. Users can search for self-help solutions before submitting requests or incidents.

4. Self-Service Portal: The self-service portal allows end users to submit requests and incidents, check the status of their requests, and access knowledge articles. It empowers users to resolve common issues independently.

5. Automation: ServiceNow Service Desk offers automation capabilities to streamline incident and request workflows. Automation can be used for ticket routing, categorization, assignment, and notifications.

6. SLA Management: Service Level Agreements (SLAs) can be defined to ensure that incidents and service requests are resolved within specified timeframes. SLAs help prioritize and meet service expectations.

7. Ticket Routing: Incidents and requests are automatically routed to the appropriate support groups or technicians based on predefined rules and categorization.

8. Collaboration: IT teams can collaborate on incident and request resolution within the ServiceNow platform. Comments, updates, and attachments can be shared among team members.

9. Change Management Integration: The ServiceNow Service Desk can be integrated with ServiceNow’s Change Management module to ensure that planned changes are assessed for potential impact on incidents and requests.

10. Asset Management: Asset information can be integrated into the Service Desk, allowing technicians to track hardware and software assets related to incidents and requests.

11. Reporting and Analytics: ServiceNow provides reporting and analytics tools to monitor service desk performance, identify trends, and make data-driven decisions for improvement.

12. Integration: ServiceNow Service Desk can be integrated with other IT tools and systems, allowing for data exchange and process coordination. This ensures a holistic view of IT operations.

13. Mobile Accessibility: The ServiceNow mobile app enables technicians and users to access the Service Desk on mobile devices, providing flexibility for remote work and on-the-go support.