Attempting to create an integral suite of products that eventually became known as the System Center group, Microsoft purchased a small software group who were in the process of creating a service desk software product. Even though I was working on 2 other products at the time, I was asked to review their work. 

The British standard ITIL, had already been established long before this and the industry standard terms and actions were in place, but not being used. I turned this around and we brought in a product manager to oversee resources.

I continued to work on the design with a dedicated development team to bring this to market.