After attending the Service Desk’s “preview” last Microsoft TechDays at Lisbon I do have some notes on this promising product.
They got it right regarding usability and already existing Microsoft technology. The strong points I see:
Integration
SMS – Inventory, CMDB related activities support
MOM – Automatic Incident creation, knowledge base
SharePoint – Knowledge base
InfoPath – Customized forms (really flexible this part)
Outlook – Approval and notification tool
Powershell – Scripting
Workflow Foundation .NET – Workflow
For the first two an umbrella called System Center gathers tools for Service Management. Service Desk closes neatly the basic Service Support underlying technology.
ITIL Blues 