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The Universal Service Desk (USD) – Implementing, controlling and improving service delivery

The Universal Service Desk (USD) – Implementing, controlling and improving service delivery

SKU: 5405
Authors: Brian Johnson and Léon-Paul de Rouw
Publishers: ITGP
Format: Softcover
ISBN13: 9781787781481
Pages: 268
Published: 28 May 2020
Availability: Available
Format: Adobe eBook
ISBN13: 9781787781498
Pages: 244
Published: 28 May 2020
Availability: Available
Format: Adobe ePub
ISBN13: 9781787781504
Pages: 244
Published: 28 May 2020
Availability: Available
  • Understand what a USD (universal service desk) is and why it is valuable to an organization
  • Get practical guidance on how to build and implement a successful USD
  • Ideal for those working in service management and the service desk industry
     

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Price: $42.99

Description

Build and implement a successful USD

A USD is the central point of contact between a service provider and users for everyday activities, and within an organization for all requests for and inquiries about the services provided to customers, both internal and external.

The USD is a concept of service delivery and resolution through different channels (Internet, mail , intranet, phone, email, physical counter). It also covers account management and its focus on customer relationships at different levels in the organization.

The Universal Service Desk (USD) – Implementing, controlling and improving service delivery explains what a USD is, why it is valuable to an organization, and how to build and implement one. This practical guide gives advice about:

  • The use of software tools
  • Service sites
  • Self-service
  • Call center  functionality
  • Account management
  • Processes between the USD and back office
  • Quality management
  • Competence management
  • Capabilities
  • The service catalog

It also discusses the evolution of the USD as part of integrated workplace management.

The book provides the tools and insight to further develop and professionalize the USD within your organization. It 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!


About the authors

Brian Johnson has published more than 30 books, including more than a dozen official titles in the IT Infrastructure Library (ITIL®) and a number about best practices in business and IT.

Brian has held many roles during his career, including vice president, lead architect, director,  and consultant.

One of his current roles is as chief architect at the Utrecht-based ASL BiSL Foundation, which provides guidance on business information management to a wide range of public- and private-sector businesses in the Benelux region.

Léon-Paul de Rouw studied technical management and organization sociology. He worked for several years as a consultant and researcher in the private sector. Since 2003, he has been a program manager with the central government in the Netherlands.

Léon-Paul is responsible for projects and programs that focus on IT and business (outsourcing, implementation,  and change). 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, and have been used by a number of institutions as guides and textbooks, and incorporated into postgraduate courses.


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