The Universal Service Desk (USD) - Implementing, Controlling and Improving Service Delivery

The Universal Service Desk (USD) - Implementing, Controlling and Improving Service Delivery

by Léon-Paul de Rouw, Brian Johnson
Released May 2020
Publisher(s): IT Governance Publishing
ISBN: None

Read it now on the O’Reilly learning platform with a 10-day free trial.

O’Reilly members get unlimited access to books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.

Start your free trial

Book description

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

Table of contents

  1. Cover
  2. Title
  3. Copyright
  4. About the Authors
  5. Acknowledgements
  6. Contents
  7. Introduction
    1. What is the universal service desk (USD)?
  8. Part 1: The USD – purpose and approach
    1. Introduction
    2. Chapter 1: The USD in the enterprise
      1. 1.1 Demand-oriented USD
      2. 1.2 Why do you want a USD?
      3. 1.3 The USD for service management
      4. 1.4 For whom is this book written?
      5. 1.5 Structure of the book
    3. Chapter 2: The USD as a concept
      1. 2.1 What is a USD?
      2. 2.2 Tasks of a USD
      3. 2.3 The USD and front office
      4. 2.4 Process of service delivery
    4. Chapter 3: Delivering products and services through the USD
      1. 3.1 Smart classification of products and services
      2. 3.2 Classification from the supply side
      3. 3.3 Classification from the demand side
      4. 3.4 Combining supply and demand
    5. Chapter 4: The USD customers
      1. 4.1 We are all individuals
      2. 4.2 The user as a service customer
      3. 4.3 The added value of the USD
      4. 4.4 Customer groups
      5. 4.5 Insight into what your customer wants: the customer journey
      6. 4.6 A few words about quality of service
      7. 4.7 About customer expectations
    6. Chapter 5: From design to reality
      1. 5.1 Action plan: from design to realisation
      2. 5.2 Step 1 – Ambition and tasks
      3. 5.3 Step 2 – Tune the USD and back office
      4. 5.4 Step 3 – Design
      5. 5.5 Step 4 – Building and construction
      6. 5.6 Step 5 – In use
      7. 5.7 How do I use the action plan in my own situation?
    7. Chapter 6: The service desk of Breda University of Applied Sciences
      1. 6.1 BUAS
      2. 6.2 Service desk with a smile
      3. 6.3 Organisation of daily services
      4. 6.4 Steering based on a roadmap and a strategic plan
      5. 6.5 The image of users
      6. 6.6 Training
      7. 6.7 Developments in the coming years
      8. Summary of part 1
      9. Section for your notes
  9. Part 2: Components of the service desk
    1. Introduction
    2. Chapter 7: Service management software
      1. 7.1 Information services
      2. 7.2 SMS within the technical environment
      3. 7.3 The functions of the SMS in the USD
      4. 7.4 An essential service
    3. Chapter 8: The virtual USD
      1. 8.1 What is a virtual USD?
      2. 8.2 Construction of the virtual USD
    4. Chapter 9: Call centre functionality
      1. 9.1 Contact options on the second level
      2. 9.2 Social media: chat, blogs and tweets
    5. Chapter 10: The service counter
      1. 10.1 Construction of the physical USD
      2. 10.2 Optimising requirements
    6. Chapter 11: Account management
      1. 11.1 Where did the concept of account management come from?
      2. 11.2 Account management within services
      3. 11.3 Roles of account management
      4. 11.4 Tools for the account manager
      5. 11.5 Account management in conjunction with the USD
    7. Chapter 12: Expert USD Staff
      1. 12.1 Employees determine the USD success
      2. 12.2 Functions within the USD
      3. 12.3 Competencies within the USD
      4. 12.4 Practice competencies
      5. 12.5 Training and training
      6. 12.6 USD management
    8. Chapter 13: The USD and back office dependencies
      1. 13.1 The USD and the back office
      2. 13.2 Designing and setting up processes and activities
      3. 13.3 Mechanisms to connect processes between the USD and back office
      4. 13.4 Separation between the USD and back office: handling levels
      5. 13.5 Reconciliation and coordination between the USD and back office
    9. Chapter 14: Business information for the USD
      1. 14.1 The USD within service management processes
      2. 14.2 Metro map: graphic design of the USD and management processes
      3. 14.3 Added value of the metro map
      4. 14.4 Finally
    10. Chapter 15: USD management and organisation
      1. 15.1 Ambition determines USD organisation
      2. 15.2 The USD as a primary process
      3. 15.3 Types of USD
      4. 15.4 Management and control
      5. 15.5 Finances
      6. 15.6 Capacity of the USD
      7. 15.7 Structure and position of the USD in the enterprise
    11. Chapter 16: IT and the service help desk – reflections by a provider of managed services
      1. 16.1 Introduction
      2. 16.2 Services
      3. 16.3 Process and procedure
      4. 16.4 Customer service
      5. 16.5 IT support
      6. 16.6 Help desk and FM software
      7. 16.7 The USD
      8. 16.8 Next steps
      9. Summary of part 2
      10. Section for your notes
  10. Part 3: Development and improvement of the USD
    1. Introduction
    2. Chapter 17: The USD as a key to management and control
      1. 17.1 Management and control
      2. 17.2 Nature of work
      3. 17.3 The USD in the demand and supply process
    3. Chapter 18: Contract management and the USD
      1. 18.1 Purchasing and contract management
      2. 18.2 Management of the service
      3. 18.3 The USD and contract management
      4. 18.4 The USD and associated activities for the services provided
    4. Chapter 19: Success criteria
      1. 19.1 Added value of the USD
      2. 19.2 Success factors of an effective and efficient USD
    5. Chapter 20: Quality improvement
      1. 20.1 Quality management in the USD
      2. 20.2 Criteria and standards help to identify deviations
      3. 20.3 Measuring is knowing
      4. 20.4 Acting on research results
    6. Chapter 21: Implementation and further development
      1. 21.1 Stakeholder interests and USD development
      2. 21.2 Align with management
      3. 21.3 Incremental growth
      4. 21.4 Use a project-based approach
    7. Chapter 22: Improvement possibilities
      1. 22.1 Four themes and associated tips
      2. 22.2 Quality
      3. 22.3 Employees
      4. 22.4 Delivery
      5. 22.5 Orchestration and policy
    8. Chapter 23: The USD of things
      1. 23.1 A focus on personal work environment
      2. 23.2 The new work environment is virtual and individual
      3. 23.3 Technical developments
      4. 23.4 The USD as an intelligent hub
      5. 23.5 The USD as a hub or platform
    9. Chapter 24: A case study from the UK government
      1. 24.1 Introduction
      2. 24.2 FM or IT?
      3. 24.3 Transformation: governance and strategy
      4. 24.4 Business management or IT?
      5. 24.5 Practical implementation
      6. 24.6 Providing the services
      7. Summary of part 3
      8. Section for your notes
    10. Chapter 25: Finally … for the customer: the USD as an interface
  11. Bibliography
  12. Further reading

Product information

  • Title: The Universal Service Desk (USD) - Implementing, Controlling and Improving Service Delivery
  • Author(s): Léon-Paul de Rouw, Brian Johnson
  • Release date: May 2020
  • Publisher(s): IT Governance Publishing
  • ISBN: None