​What do you think of when people talk about service desk efficiency? Is it speed?—Doing things more quickly, ideally saving costs too? Or, is it cost efficiency?--Finding more economical ways of doing things? Regardless, as we make our way into what’s being called “the new normal,” which involves the expansion of remote work, these two dimensions are no longer enough. There’s now a third dimension required – based on value and business outcomes. I like to think of this as “better, faster, cheaper”, replacing the decade-old ITSM mantra of “doing more with less.”