On Wednesday, August 11th from 3 – 4pm Eastern Time, I’ll be participating in a BrightTalk Summit revolving around Service Desk optimization. I’m giving a free presentation called “From Helpless Desk to Service Desk: 10 Tips for Transformation” and I hope you’ll attend! You can watch it right here from my site (below), or if you don’t see an embedded player, you can also click this link: http://www.brighttalk.com/webcast/22401
it’s better to go into things with your eyes open plus friendly advice is free but its not worth anything if you don’t take it.