May 2020
Intermediate to advanced
244 pages
7h 18m
English
book
The Universal Service Desk (USD) - Implementing, Controlling and Improving Service Delivery
by Léon-Paul de Rouw, Brian Johnson
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CHAPTER 16: IT AND THE SERVICE HELP DESK – REFLECTIONS BY A PROVIDER OF MANAGED SERVICES
16.1 Introduction
The manager and a small team of analysts employed by a provider of managed services (outsourced service desk capabilities), were interviewed to discuss USD concepts such as their specific application to their ‘ITIL compliant’ service desk (which was one of their advertised capabilities), and the differences they observed when customers focused on IT services or wider managed services, including facilities management issues.
We wish to express our thanks to the interviewees for their time and patience.
16.2 Services
The enterprise is international, though this interview was restricted to a single facility in the UK where the outsourcer employs ...