The document discusses the evolution of service desks from an "old school" opaque model to a more transparent model. It notes that previously service desks operated like a "black box" where the input and output were clear but the internal process was unknown. Now service desks aim to have a transparent process with predefined services and quality and delivery metrics. The document advocates for a central service point to handle various service requests and the use of a facilities management information system. It also stresses the importance of aligning services and contracts so customers receive transparent and timely responses.