The classic boundaries of enterprises are fading under the influence of technological innovations, cultural changes and globalisation. As a result, in some enterprises the support services will change substantially in the coming years, and with them the role of the USD.

After reading this chapter, the reader will better understand how new ideas will change the USD, perhaps as an ‘intelligent hub’.

23.1 A focus on personal work environment

In the previous chapters, the USD position within the enterprise’s management was established based on sound principles and the concept of building blocks. The USD was positioned as part of the service management concept of the enterprise, more or less within the classical boundaries ...

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