CHAPTER 17: THE USD AS A KEY TO MANAGEMENT AND CONTROL
“How do we support the mission and objectives of the enterprise by using USD concepts?”
The answer to that question provides the basis for a mission statement and it requires the creation of a strategy to fulfil that mission. The service management strategy should not be limited to IT or facilities; it must identify the means to fulfil the whole enterprise’s needs. The first step is to understand and influence the enterprise’s functioning. The second step would be to take responsibility to steer overall service management, and therefore this concerns controlling service and facilities functions in their entirety. The decision to embrace both internal customer service and external customers ...
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