Resources for Helpdesk Implementation

We are in the beginning stages of implementing the Altiris Helpdesk into our environment and I was looking for any and all help that we can get so we have the best chances of getting it right. I was wondering if anyone had any information on any of the following:

- Documentation (white papers, best practices, etc)
- Implementation do's and don'ts
- Training Resources for workers
- Resources\consultants that were good or bad who did your implementations.
- Success of work flow tool with helpdesk
- Any other info that you can give that will help us be successful