CHAPTER 1: THE USD IN THE ENTERPRISE
In general, enterprises require that all service processes relating to customers are handled in line with the perspective of the customer. This does not happen when the favourite framework of the IT organisation or department becomes the goal, rather than the tool. Focusing on the customer’s perspective usually means that all services offered through the USD should be streamlined for efficiency and channelled for ease of access.
After reading this chapter, the reader will become acquainted with the subject of the USD and concepts of service delivery. Readers will understand how this book is structured. It is intended as a guide; it is not intended that you plough through every word and pass an exam that certifies ...
Get The Universal Service Desk (USD) - Implementing, Controlling and Improving Service Delivery now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
