When we implemented Service Cloud we did so for interal Technology Support of employees. Anticipating we would use Salesforce as our CRM sometime in the future, we did not use the contacts object on cases for the affected user, but created a custom field of the user type. We are now finding all of the built-in relationships that tie back to the contact object that have to be customized since we are not using Contacts. Curious to hear of anyone who has implemented Service Cloud for internal Tech Support and how they handled it.
