Summary:  KACE video addressing Servicedesk with the K1000 appliance.  Video is 36:50 minutes is broken down into two sessions:

Session 1:  Ticketing System and Configuration Including Workflow Process (Parent/Child) - Ends at 29:13 Minutes

Session 2:  Software Library, Knowledge Base, and User Portal  - Begins at 29:15 Minutes

Link:http://www.youtube.com/watch?v=f5MzXzmTsaY&feature=relmfu