When using Service Desk, you work with items. Items contain information about the services managed with Service Desk. Each kind of item represents a specific kind of information about the managed services. Configuration items, for example, contain information about the computers and network in the managed IT infrastructure. Service calls on the other hand, contain information about complaints, remarks or questions concerning one of the supplied services. With Service Desk you update the information of an item to reflect the latest situation of the supplied services.
The two tools you use when working with items are the view and the form. You use the view to have an overview of items. You use the form to create and edit individual items. The views and forms can be adopted for the needs of your job function.