Forget everything you think you know about the help desk. In this episode of ITIL 4 Unplugged: Elevate ITSM, Tyler and Jessica uncover the true role of the modern Service Desk — from swarming and self-service to omnichannel strategy and capability models. Whether you’re stuck in Bob’s world or leading a global support team, this is your no-nonsense guide to evolving from ticket taker to value creator.