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

by Léon-Paul de Rouw, Brian Johnson

May 2020

Intermediate to advanced

244 pages

7h 18m

English

IT Governance Publishing

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What is the universal service desk (USD)?
Introduction
1.1 Demand-oriented USD1.2 Why do you want a USD?1.3 The USD for service management1.4 For whom is this book written?1.5 Structure of the book
2.1 What is a USD?2.2 Tasks of a USD2.3 The USD and front office2.4 Process of service delivery

3.1 Smart classification of products and services3.2 Classification from the supply side3.3 Classification from the demand side3.4 Combining supply and demand
4.1 We are all individuals4.2 The user as a service customer4.3 The added value of the USD4.4 Customer groups4.5 Insight into what your customer wants: the customer journey4.6 A few words about quality of service4.7 About customer expectations
5.1 Action plan: from design to realisation5.2 Step 1 – Ambition and tasks5.3 Step 2 – Tune the USD and back office5.4 Step 3 – Design5.5 Step 4 – Building and construction5.6 Step 5 – In use5.7 How do I use the action plan in my own situation?
6.1 BUAS6.2 Service desk with a smile6.3 Organisation of daily services6.4 Steering based on a roadmap and a strategic plan6.5 The image of users6.6 Training6.7 Developments in the coming yearsSummary of part 1Section for your notes
Introduction
7.1 Information services7.2 SMS within the technical environment7.3 The functions of the SMS in the USD7.4 An essential service
8.1 What is a virtual USD?8.2 Construction of the virtual USD
9.1 Contact options on the second level9.2 Social media: chat, blogs and tweets
10.1 Construction of the physical USD10.2 Optimising requirements
11.1 Where did the concept of account management come from?11.2 Account management within services11.3 Roles of account management11.4 Tools for the account manager11.5 Account management in conjunction with the USD
12.1 Employees determine the USD success12.2 Functions within the USD12.3 Competencies within the USD12.4 Practice competencies12.5 Training and training12.6 USD management
13.1 The USD and the back office13.2 Designing and setting up processes and activities13.3 Mechanisms to connect processes between the USD and back office13.4 Separation between the USD and back office: handling levels13.5 Reconciliation and coordination between the USD and back office
14.1 The USD within service management processes14.2 Metro map: graphic design of the USD and management processes14.3 Added value of the metro map14.4 Finally
15.1 Ambition determines USD organisation15.2 The USD as a primary process15.3 Types of USD15.4 Management and control15.5 Finances15.6 Capacity of the USD15.7 Structure and position of the USD in the enterprise
16.1 Introduction16.2 Services16.3 Process and procedure16.4 Customer service16.5 IT support16.6 Help desk and FM software16.7 The USD16.8 Next stepsSummary of part 2Section for your notes
Introduction
17.1 Management and control17.2 Nature of work17.3 The USD in the demand and supply process
18.1 Purchasing and contract management18.2 Management of the service18.3 The USD and contract management18.4 The USD and associated activities for the services provided
19.1 Added value of the USD19.2 Success factors of an effective and efficient USD
20.1 Quality management in the USD20.2 Criteria and standards help to identify deviations20.3 Measuring is knowing20.4 Acting on research results
21.1 Stakeholder interests and USD development21.2 Align with management21.3 Incremental growth21.4 Use a project-based approach
22.1 Four themes and associated tips22.2 Quality22.3 Employees22.4 Delivery22.5 Orchestration and policy
23.1 A focus on personal work environment23.2 The new work environment is virtual and individual23.3 Technical developments23.4 The USD as an intelligent hub23.5 The USD as a hub or platform
24.1 Introduction24.2 FM or IT?24.3 Transformation: governance and strategy24.4 Business management or IT?24.5 Practical implementation24.6 Providing the servicesSummary of part 3Section for your notes

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

CHAPTER 9: CALL CENTRE FUNCTIONALITY

The second level of service is called the call centre functionality of the USD. The characteristic feature of this level is that there is no physical customer contact, and this functionality does not have to be located at the same location where the service page is offered, or where the desk is located. Contact, for example, takes place via telephone, email or chat.

After reading this chapter, the reader will gain insight into what is necessary for the design of the call centre functionality, the second level of service in the USD.

9.1 Contact options on the second level

The call centre functionality of the USD is the second level of service. This concerns the customer contact channels such as telephone, email ...

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Implementing Service Quality based on ISO/IEC 20000: A Management Guide, Third Edition

Publisher Resources

ISBN: 9781787781504Publisher Website

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

by Léon-Paul de Rouw, Brian Johnson

CHAPTER 9: CALL CENTRE FUNCTIONALITY

9.1 Contact options on the second level

Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.

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Publisher Resources

CHAPTER 9: CALL CENTRE FUNCTIONALITY

9.1 Contact options on the second level

Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,and much more.

You might also like

Implementing Service Quality based on ISO/IEC 20000: A Management Guide, Third Edition

How I Built a Personal Board of Directors With GenAI

The Basics of Hoshin Kanri

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Publisher Resources

Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.