The document discusses 5 steps to improve and market a service desk with limited resources: 1) Know your customers, 2) Transition to a customer-focused model, 3) Hire the right people with customer service skills, 4) Measure progress through customer satisfaction surveys, and 5) Market successes to the business through various touchpoints. It provides examples from the presenter's experience at Brookdale where implementing these steps improved customer satisfaction surveys from a starting point of high frustration and overwhelmed resources to current ratings over 4.6 out of 5.