Contents - The Universal Service Desk (USD) - Implementing, Controlling and Improving Service Delivery [Book]

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CONTENTS

Introduction

What is the universal service desk (USD)?

Part 1: The USD – purpose and approach

Introduction

Chapter 1: The USD in the enterprise

1.1 Demand-oriented USD

1.2 Why do you want a USD?

1.3 The USD for service management

1.4 For whom is this book written?

1.5 Structure of the book

Chapter 2: The USD as a concept

2.1 What is a USD?

2.2 Tasks of a USD

2.3 The USD and front office

2.4 Process of service delivery

Chapter 3: Delivering products and services through the USD

3.1 Smart classification of products and services

3.2 Classification from the supply side

3.3 Classification from the demand side

3.4 Combining supply and demand

Chapter 4: The USD customers

4.1 We are all individuals

4.2 The user as a service customer

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