Moving to an SMS support environment

Dear All,

I am the 2nd line team manager supporting a single ste with 1600 users and 2000 PCsand 300+ applications. Traditionally we have walked around tackling problems, now we have the ability to Remote Control and deploy applications from our desks. This is obviously changing the way we work both in organisational terms and in cultural terms. It is also greyinging the boundary between Helpdesk/1st Line and ourselves. Has anybody else had similar experiences and could they point to me in the right direction for key points to note and issues to be aware of. Many thanks in earnest….. O.M.