What is a key function of the Service Desk in ITIL?

The Service Desk plays a crucial role in ITIL (Information Technology Infrastructure Library) by serving as the primary point of contact between the service provider and the users or customers. Its key function is to provide customer support, which includes handling incidents, service requests, and inquiries regarding IT services.

This encompasses a broad range of activities such as resolving issues, offering guidance on the use of services, and ensuring that users have a positive experience with the IT services provided. Through effective communication and problem resolution, the Service Desk helps to maintain the trust and satisfaction of customers, making it an essential function within the IT service management framework.

In contrast, overseeing service design, managing service transitions, and monitoring service levels are functions associated with other specific areas of ITIL, such as Service Design and Service Transition, which focus on planning and implementing services rather than direct interaction with users. Thus, the primary focus of the Service Desk is customer support, making it the correct answer.