To reduce your internal IT support costs you can use the MOM-CRM connector to hook MOM alerts up to your Helpdesk module in the Microsoft CRM 1.2 Customer Service Module. You can read the CRM 1.2 implementation guide here. If you are just implementing CRM, you may want to also want to check out the Microsoft CRM 3.0 SDK - Preliminary.

See the MOM team blog on how to install the MOM Connector Framework (MCF), MOM to MOM Product Connector (MMPC) and MOM Web Console silently