I just got off the phone with a sales rep from Yammer (yammer.com). During the conversation my mind came to a thought - wouldn't it be great if CA Service Desk could integrate with Yammer? Here's the best scenario: An employee has a question so they post it on Yammer (or Twitter), with a hashtag of #ithelp. That message then goes to Service Desk which then checks the knowledgebase and posts a possible answer. If the answer is incorrect, the user could reply to that message (basically a bot). If there is no answer, Service Desk then takes the user's information (hopefully with up-to-date contact information) and creates a ticket. Before you think this is rediculous, take a look at http://www.itskeptic.org/squeell-breakthrough-application-social-media-it-s. This is already being developed. Since Yammer has an open API and is fairly young, it's a company that already has an established technology that could greatly enhance CA Service Desk.