If your Service Desk is broken, what are the signs? Beyond the signs, do you have actual indicators? Signs are the day-to-day occurrences such as escalations, complaints and a feeling of disorganisation that inevitably means your staff aren't very settled or happy in their work. Indicators are quantitative evidence. Even when your statistical performance is poor, it's essential that it's known. Only once known will it be possible to coherently work towards improvement - but o