Johnson / de Rouw The Universal Service Desk (USD)

Implementing, controlling and improving service delivery
1. Auflage 2020
ISBN: 978-1-78778-150-4
Verlag: De Gruyter
Format: EPUB
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 244 Seiten

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!

Autoren/Hrsg.

Johnson, Brian

de Rouw, Léon-Paul

Fachgebiete

• Interdisziplinäres Bibliothekswesen, Informationswissenschaften Bibliothekswesen, Informationswissenschaften, Archivwesen
• Interdisziplinäres Wissenschaften Wissenschaften: Forschung und Information Informationstheorie, Kodierungstheorie
• Mathematik | Informatik EDV | Informatik Daten / Datenbanken Informationstheorie, Kodierungstheorie

Inhaltsverzeichnis

Introduction Part 1: The USD – purpose and approach Introduction Chapter 1: The USD in the enterprise Chapter 2: The USD as a concept Chapter 3: Delivering products and services through the USD Chapter 4: The USD customers Chapter 5: From design to reality Chapter 6: The service desk of Breda University of Applied Sciences Summary of part 1 Section for your notes Part 2: Components of the service desk Introduction Chapter 7: Service management software Chapter 8: The virtual USD Chapter 9: Call centre functionality Chapter 10: The service counter Chapter 11: Account management Chapter 12: Expert USD Staff Chapter 13: The USD and back office dependencies Chapter 14: Business information for the USD Chapter 15: USD management and organisation Chapter 16: IT and the service help desk – reflections by a provider of managed services Summary of part 2 Section for your notes Part 3: Development and improvement of the USD Introduction Chapter 17: The USD as a key to management and control Chapter 18: Contract management and the USD 186 Chapter 19: Success criteria Chapter 20: Quality improvement Chapter 21: Implementation and further development Chapter 22: Improvement possibilities Chapter 23: The USD of things Chapter 24: A case study from the UK government Summary of part 3 Section for your notes Chapter 25: Finally … for the customer: the USD as an Interface Bibliography Further reading

Über Autor(innen)

Johnson Brian:
Brian Johnson has held a number of key leadership and strategic roles in government and private companies. He was a part of the UK government team that created the ITIL® approach. He has written a number of books on ITIL®, the software life cycle and the role of IT in business. When he isn’t working or writing, Brian’s passion is playing football.de Rouw Léon-Paul:
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). Currently, he is the project manager for a multi-million euro project on the nationwide implementation of IT-driven business services. 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. 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.