Re: It's not "Help Desk"
I've done ITIL. Whatever we call it, users call it "Help Desk" and are irritated by other names.
Call it Service Desk, call it Advisory, slap a fancy title on it, it's still the Help Desk to the end user, because they want "Help", not "Service".
I once got my wrists slapped for asking if that was "service" in the way that bulls "service" cows.
Maybe they took exception because someone posted a picture of bovine-on-bovine action into the e-mail thread, I don't know...