I'm going to assume that it's Exchange 2007 then. What version of BES are you on and has your BES Admin tried to resend your service books? If your not on a BES then don't even try because it won't work using BIS and OWA.
I am just the end user and dont know anything about the service books. What I do know is that when I make changes to my outlook contacts on my computer that the changes do not transfer to my handheld, and visa versa
Talk to your IT Group and have them look at it then. Unless your on a BES server then your contacts and calender aren't going to sync OTA. The only way for you to sync them is using Desktop Manager and syncing it that way.