This paper analyzes main activities and issues regarding implementation and successful management of IT service desk. Paper not only defines how to determine whether company requires implementation of IT service desk but also describes auditing possibilities of operation of service desk if one already exists. Besides that paper outlines main phases of service desk implementation project as well as recommendations for prosperous realization of those phases. Also information about operation trends of service desks in Latvia and its’ comparison with analogous research from Great Britain can be found below.