In today’s organizations the IT infrastructure is critical to a successful business and huge amounts of resource are directed at creating the most secure, scalable and robust infrastructure for the datacenter and desktop but problems will still happen and users still have requests, all of which need to be efficiently handled to avoid interruptions to user productivity and client service. In this paper you will learn the key capabilities that are vital to a successful Service Desk solution, the importance of integration with monitoring solutions and enabling user self-service through web based portals and email based requests. IT departments are often working in many locations so giving the analysts who manage the systems different ways to interact is critical to maximum efficiency as are routing capabilities within the Service Desk to automatically direct requests and problem notifications to the right support group and escalate automatically when Service Level Agreements are in danger of being breached or have been breached.