The virtual USD is the first level of service within the USD. Often, it is an intranet service portal combined with the specific applications of the SMS. The major advantage of a virtual USD is that users can use self-service as part of their workplace support (reservations, notifications, complaints, etc.) independent of time. An important advantage for the service organisation (or company), is that these reports can generally be processed easily and directly.

After reading this chapter, the reader will better understand how services are organised via the Internet or intranet, and how this allows users to access and request services themselves like incident reporting, password resets and reporting complaints.

8.1 What ...

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