In this episode, Ari, Commanda, and Andrew Seavey dive into the Service Desk, horror stories and all. Learn how to staff your service desk with the right people, measure the behavior that's ACTUALLY important (sorry, vanity metrics), and implement quick fixes that will see your service improve in a matter of weeks - sometimes days. Also jokes - because of course. (www.beyond20.com/this-is-itsm)