The study aims to identify the current challenges and benefits of the use of service desk systems for the automated management of IT service demands and, consequently, to contribute to the theoretical framework on the subject. For this, an integrative review was carried out, based on previous studies on service desk systems in publications of the last five years in the indexed databases Scopus and Web of Science. It was possible to list several benefits and opportunities, as well as some challenges and actions to overcome them, so that the use of service desk tools becomes a process that has strategic value in organizations. In addition, the metrics that help in the continuous improvement of the tool have been raised so that it can be modeled according to the demand of the organization.