The document discusses the evolution of the help desk to the modern service desk. Originally, help desks acted as gatekeepers and only handled incident resolution. Over time, help desks expanded their scope to also handle service requests and became known as service desks. Service desks now act as the primary interface between IT and users, handling incidents, requests, and acting as an advocate for users. The document traces this evolution from early help desks responding to computer room issues to today's full-featured service desks.