ServiceDesk is a technical support service automation system – an important tool in building an efficient technical support service. Basic possibilities of any system are customer feedback, receiving, registering and processing customers’ applications, completing time management, troubleshooting, etc. ServiceDesk system functions are based on ITIL (IT Infrastructure Library) – a collection of recommendations on IT working process organization. The purpose of ServiceDesk is to provide IT services efficiency and constantly available for customers. The technical support service responsibility area, as a rule, embraces the whole IT infrastructure of the company, thus making ServiceDesk a single access point for all customers’ requests.