Okay, let me think this through step-by-step. We're setting up multiple public-facing websites in Sitecore, so we need to map the home items to the corresponding host names. I believe this is typically done in a config include file that patches the web.config, but I'll double-check my notes to be sure.
Hmm, I'm not 100% sure about this one. I know the service desk is important, but I'm not totally clear on how it differs from incident management or the other options. I'll have to think this through carefully.
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