Just as an add-on, SC4/5, the Helpdesk/IM processis ITIL compliant.

The Helpdesk function, as described in ITIL, uses the Service Management module (i.e. Calls) and real ITIL incidents are stored in IM or SM. Problems are part of the RCA module.

Since ITIL doesn't explicitly state anything on administration, it is acceptable to keep certain incidents in the SM module, as long as you realise that in terms of reporting (all incidents that can be closed directly do not need to be forwarded to IM).

Any tickets created by System Management tools, should be registered and managed through the IM module.

A more detailled discussion is possible, but should take place under a new thread I think.