Which practice provides a communications point for users to report operational issues, queries and requests?

The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.

https://www.bmc.com/blogs/itil-service-desk/