Hi, I´m new with Kaseya, and of course I need a litle help from you that already have more experience with.

I´mreading this manual http://help.kaseya.com/WebHelp/EN/KSD/1030000/EN_KSDguide13.pdf, but at this point what I also need is one checklist to put the Service Desk on the rigth track.

What I should do first?

If I want to implement an ITIL personalized procedure what is the best practices?

Personalize Tickets.