Smartform White Paper (Click Here) An ITIL compliant Incident and Request Management System should include an End User Status Portal; a Service Catalog which is exposed on the Portal; a customizable Workflow Engine to develop automated ticket routing and dispatch templates and API's that feed an independent executive dashboard providing operational service ticket performance results drill down across all IT resolver groups. Newer Service Desk COTS also include Problem Management, Change Management and Configuration Management. Integration with an Asset Life Cycle Management solution using a federated CMDB connector as well as Active Directory integration to support synchronization of computer host name, users, sites, subnets and organizational units, reduces ASA and call times while maximizing 1st call resolve. A Remote Control tool further improve triage and reduces the need to route tickets to other areas of IT. Implementing a Self Service, one stop shopping cart that integrates with the Service Desk workflow engine, CMDB and Service Catalog to support hardware, software and security access provisioning using web forms and wizard technology can reduce inbound calls significantly. Even mature Service Desk environments can achieve up to 40% cost reduction by implementing a Service Catalog and Self Service for IT Request processing and fulfillment. ECS provides knowledge leadership using Smartform.