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Access, assets and the request queue. The team owns all three, and none of them start there — a starter is agreed in HR, a laptop is approved by a manager, a leaver is decided weeks before anyone thinks to say so.
That is a structural position rather than a tooling problem. The team is measured on work created by decisions it was not part of, which is why the queue looks arbitrary from the inside and invisible from the outside.
The alternative is a standalone service desk with an integration back to the personnel system, and a field mapping between them that somebody has to keep alive. Here the personnel record is in Nest, so the join is a permission rather than a sync job: onboarding opens the access request with the role's requirements already on it, and offboarding closes access across every product in one action.
Asset management sits beside the service relationship rather than in a second system, so what the team is responsible for and what it is being asked about are the same record.
If what you need is endpoint management, software deployment or device discovery, this is the wrong category of tool and no amount of configuration changes that. Desk holds the service relationship and the asset record beside the systems that do those jobs.
And if IT is one person who is happy in a mailbox, a catalogue is overhead. This starts paying when more than one person answers, or when somebody asks what the queue cost.
Incidents, problems and changes become separate lifecycles, so a recurring fault is a tracked problem rather than a monthly irritation, and change management records what was approved before it happened.
Load becomes reportable against the requests that caused it. That is the difference between asking for another pair of hands and showing which decisions generate the work.
Products, not integrations. Each one reads the same record, so a join is a permission rather than a sync job with a mapping screen behind it.
Joiners and leavers arriving from the personnel record is the part that depends on Nest. The catalogue, the asset records and the incident, problem and change lifecycles work without it — the HR join is what removes the retyping.
It runs incidents, problems and changes as separate lifecycles, with a service catalogue and asset records against them, which is the service-management shape rather than a shared mailbox with labels on it.
No. It does not deploy software, manage endpoints or discover devices. It holds the service relationship and the asset record beside the tools that do.
Half an hour on your own numbers is usually enough to say whether Desk is the right place to start.