Modern Service Desks operate in a fast paced and ever-changing world, otherwise known as a digital environment, supported by modern best practices such as Agile working, Lean and DevOps. In this world, the term `IT and the business` does not exist, as IT and the wider business are now fully intertwined. This paper will discuss the key factors of a modern, or modernised service desk, how these differ from traditional models, and the benefits that can be realised.