ITIL says that you should have a single point of contact for users to communicate with IT. ITIL uses the term Service Desk and defines what the requirements are for a group to meet the ITIL definition of a Service Desk.

Having said that, I would caution you against getting too hung up on the naming of your organization’s Service Desk. You can call it whatever the organization wants.

I know one company that already has a group titled “Service Desk” that is in place to help the business with non-IT related questions. In that situation, calling the IT single point of contact the “Service Desk” would be very confusing.

I would also recommend against using the term ITIL in the title of the single point of contact. ITIL is an acronym that not even every IT professional knows. I would never expect an end user to know what ITIL means. Including ITIL in the title of the group that is the primary contact point for user/IT communication can only cause confusion.