Service Desk (ITIL 4)

Someone recently said that they did not understand the reason or value in ITIL 4 defining the service desk as a “Practice” and not a team/function as did in ITIL 3.

I believe referring to the service desk as a team/function (as did ITIL 3) unintentionally created a culture where today we see some service desk teams failing to keep up with modern times, they have become old school, and struggling to demonstrate value contribution.