Co-founder of the ITSM Academy almost 20 years ago, Lisa Schwartz knows a thing or two about how to effectively train help desk staff in their jobs. Here, she goes through the training approach that went from classroom to microlearning, highlighting however the importance of not losing the sense of community. She also shares some practical strategies to stay relevant in teaching, such as adapting to different learning types and undergoing simulations and role changings. Finally, for the company's side of things, Lisa goes through advice on how to make sure they really are getting value out of the training investment. Lisa Schwartz got her start in hospitality and applying Service Management standards, and currently specializes in ITSM, ITIL, Agile, DevOps and VSM training. She is also the Co-founder and CEO of ITSM Academy, Founding Partner for XLACollab, and the Co-founder for the DevOps Institute.