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  1. Introduction

   01. Modernizing the service desk.mp4

   02. What you should know.mp4

  2. Modern Service Desk Characteristics

   03. The modern service desk.mp4

   04. Services.mp4

   05. Channels.mp4

   06. People.mp4

   07. Processes.mp4

   08. Tools.mp4

  3. Modern Service Desk Transformation

   010. Implement agile services, levels, and periods.mp4

   011. Move to experience-based metrics and management.mp4

   012. Balanced metrics and employ visible management.mp4

   013. Initiate virtuous continual agile improvement cycles.mp4

   014. Implement a virtuous shift-left motion.mp4

   015. Create a continuum of good experience.mp4

   09. Transform to a modern service desk.mp4

  4. Agile Service Desk Improvements

   016. Increase speed of service.mp4

   017. Make who to contact clear.mp4

   018. Root out attitude problems.mp4

   019. Get to the right definition of done.mp4

   020. Reduce the drain TX issues like battery life.mp4

   021. Reduce the number of handoffs.mp4

   022. Do what the cool kids do.mp4

  5. Conclusion

   023. Next steps.mp4

  Bonus Resources.txt