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If the aim is to illustrate for some presentation, getting an ITIL certification will clear most dust for you. If its a live project, gather and sort out the priorities first and then put questions. For that, I assure you, You will receive help.
I suggest that you first acquaint yourself with the basic processes of ITIL. ITIL can be complex to implement if you have not identified what you need to address in the organisation. There are about26 processes listed in ITIL. With the service deskk software, what is it that you are trying to address? Is it the delivery of efficient and effective service to th e customer? Is it merely aligning IT with business needs? or simply capture data for the purpose of knowing what is happening, where it is happening and how often it is happening?? Let me end here for now.
