Overview
A universal service desk (USD) is the central point of contact between a service provider and users for everyday activities, and within an organisation for all requests for and enquiries about the services provided to customers, both internal and external. The USD is a concept of service delivery and resolution through different channels (Internet, post, intranet, phone, email, physical counter). It also covers account management and its focus on customer relationships at different levels in the organisation. The Universal Service Desk (USD) – Implementing, controlling and improving service delivery defines what a USD is, why it is valuable to an organisation and how to build and implement one. This practical guide gives advice about: The use of software tools; Service sites; Self-service; Call centre functionality; Account management; Processes between the USD and back office; Quality management; Competence management; Capabilities; and The service catalogue. It also discusses the evolution of the USD as part of integrated workplace management. This book is ideal for those working in service management and the service desk industry, from managers to employees, and can also be used by students to understand all the components that relate to a USD. Understand the essentials of any USD – buy this book today!
Full Product Details
Author: Brian Johnson ,
Léon-Paul de Rouw
Publisher: IT Governance Publishing
Imprint: IT Governance Publishing
Dimensions:
Width: 21.00cm
, Height: 1.40cm
, Length: 29.70cm
Weight: 0.651kg
ISBN: 9781787781481
ISBN 10: 1787781488
Pages: 268
Publication Date: 28 May 2020
Audience:
Professional and scholarly
,
Professional & Vocational
Format: Paperback
Publisher's Status: Active
Availability: In Print
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Author Information
Brian Johnson has published over a dozen official titles in the IT Infrastructure Library (ITIL®) and a total of more than 30 books. He is the author of many books about best practices in business and IT. He designed and led the programme for ITIL version 2, which is widely used in the Netherlands and throughout the world. Brian has inhabited many roles during his career, including vice president, lead architect, director and consultant. One of his current roles is as chief architect at the ASL BISL Foundation. The Utrecht-based Foundation provides guidance on business information management to a wide range of public- and private-sector businesses in the Benelux region. It publishes best-practice guidance and, together with certification bodies, provides education and examinations. Brian is chief architect for the redesign of all guidance and will be the author of new strategic publications. Léon-Paul de Rouw studied technical management and organisation sociology. He worked for several years as a consultant and researcher in the private sector. Since 2003, he has been a programme manager with the central government in the Netherlands. He is responsible for all types of projects and programmes that focus on IT and business (outsourcing, implementation and change). In general, his interests include policy development, innovation, design and implementation, and management, mostly in the field of IT. Because of this, in addition to his professional career, he also writes, teaches, consults and delivers workshops and masterclasses. Léon-Paul’s previous books were primarily written for professionals in their field, including IT demand-supply and facilities management. The books have since been used by a number of institutions as guides and textbooks and have also been incorporated into postgraduate courses.
