In the early 1990’s, when the IT Infrastructure Library (ITIL) v1 emerged as the defacto global standard for best practice ICT service management, large government and corporate organisations rushed to improve service levels and increase control by major investments in help desk, incident and problem management solutions. In Australia, those firms that did not invest prior to 2000 in the first ITIL adoption wave were subsequently spurred on by the release of ITIL v2 in 2001. Today, Service Desk or Service Centre solutions are a key part of the CIO’s application portfolio as demonstrated by the Longhaus’ 2009 ICT Spending Priorities Study that found 32% of medium to large Australian enterprises had adopted these types of software solutions.