This is a white paper I wrote for a client that talks about what service desk and asset management leaders can do differently by understanding why some of what they do made sense in the past, but only causes customer frustration today. It should be very easy to read and completely jargon free.

It is the basis for doing ‘Savvy Support’ or ‘No more tiers’ support.

It was selected as the ‘white paper of the month’ by HDI.