The Universal Service Desk: Implementing, Controlling and Improving Service Delivery - Couverture souple

Johnson, Brian; De Rouw, Léon-Paul

Couverture souple

ISBN 10 : 1787781488 ISBN 13 : 9781787781481

Editeur : IT Governance Publishing, 2020

Synopsis

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!

A propos du livre

À propos des auteurs

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(R) approach. He has written a number of books on ITIL(R), the software life cycle and the role of IT in business. When he isn't working or writing, Brian's passion is playing football.

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.

Détails de l'édition

• Éditeur: IT Governance Publishing
• Date d'édition: 2020
• Langue: anglais
• ISBN 10: 1787781488
• ISBN 13: 9781787781481
• Reliure: Broché
• Nombre de pages: 268
• Coordonnées du fabricant: non disponible
• Personne responsable: gpsr@libri.de; gpsr@libri.de; ; Friedensallee 273; Hamburg; 22763; Allemagne