Move service desk category to the monitor stage

ITIL has become the standard for IT service management. Incident Management and Service Desk are two components of Service Operations in the ITIL framework. ITIL defines a service desk as: “The single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users.”

When doing discovery for the needs of our internal IT team for GitLab as a Service Desk solution, we found many of the features requested either already exist in our Incident Management offering (on-call schedules, escalations, severity, SLAs) or that are on the roadmap (service catalog). This MR proposes that the existing Service Desk category and functionality is moved to the Monitor stage so that Service Desk and Incident Management problem spaces can be managed together and we can have a complete ITIL solution for customers.

For additional discussion on how to transition the category, please continue the discussion in https://gitlab.com/gitlab-com/Product/-/issues/5171

Approvals

Merge requests with changes to stages and groups and significant changes to categories need to be created, approved, and/or merged by each of the below:

• VP of Product @david
• The Product Director relevant to the affected Section(s)
  • @hbenson
  • @ogolowinski
• The Engineering Director relevant to the affected Section(s)
  • @timzallmann
  • @sgoldstein
• Director of Product Design @vkarnes

The following people need to be on the merge request so they stay informed:

• Chief Technology Officer @edjdev
• Vice President of Development @clefelhocz1
• Vice President of Quality @meks
• Vice President of User Experience @clenneville
• The Product Marketing Manager relevant to the stage group(s) @anair5
• Director of Technical Writing @susantacker

After Approvals and Merge

• Create an issue in the triage-ops project to update GitLab Bot automation:
  • for Category change
  • for Stage or Group change
• Mention the product group Technical Writer to update the documentation metadata
• Share MR in #product, #development, and relevant #s_, #g_, and #f_ slack channels