An interview with Chris Chagnon, an IT Service Management (ITSM) Architect who designs, develops, and maintains award-winning experiences for managing and carrying out the ITSM process. Chris is a PhD Candidate studying information systems with a focus on user and service experience. Follow Chris on Twitter @Chagn0n The article referenced in the interview is here: https://www.thinkhdi.com/library/supportworld/2019/self-service-metrics-part-1.aspx The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.