Signature Consultancy have released a killer feature addition to Service Manager, Telephony Integration.
I've had customers ask about this feature as a comparison against other service desk solutions and always had to advise that it wasn't possible, but now it is!!
SMTI provides hooks into your IPT system, identifies the incoming caller and then provides the ability to quickly list and see details surrounding open calls for that user.
The features don't stop there though, you can also log a "quick" incident straight from SMTI without having to go back to the full console.
I'm not sure how/if I could put this into my demo environment but as soon as I get chance I'll certainly try to take a deeper look.
For further information either download the trial from the Signature website or contact them for further information.