The Universal Service Desk (USD): Implementing, controlling, and improving service delivery
About this ebook
- Comprehensive coverage of USD’s design, implementation, and optimization
- Case studies and practical examples from real-world enterprises
- Actionable insights for improving service desk operations and customer satisfaction
- Understand the concept of Universal Service Desk (USD)
- Learn how to design and implement a USD within an enterprise
- Discover the roles and tasks of a USD in service delivery
- Explore the relationships between the USD and back-office dependencies
- Understand how to optimize customer experiences via the USD
- Gain knowledge on managing the virtual USD and its integration with IT systems
Ideal for IT professionals, service managers, and business leaders with an interest in optimizing service management. Readers should have basic knowledge of IT services, service desk operations, and enterprise-level processes. It’s best suited for those looking to improve their company’s service desk efficiency or for professionals seeking to design and implement a USD in their organization.
About the author
IT Governance Publishing (ITGP) is the world's only specialist IT governance publisher. We produce books, toolkits and training aids on a wide range of topics including information security, IT governance, information risk, compliance, cyber security, IT service management, project management and management system standards.
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.
