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A 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 explains what a USD is, why it is valuable to an organisation, and how to build and implement one. This practical guide gives advice about:
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 professionalise the USD within your organisation. 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.
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 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.
Léon-Paul is responsible for projects and programmes 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.