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

INTRODUCTION

What is the universal service desk (USD)?

The USD directs the bundling/combining and delivery of user or customer calls and by default, is the front office intermediary between customer and delivery organisation, or ‘back office’. The USD can be found anywhere, internal service organisation (IT, facilities, HR etc.), as a customer service centre (call centre, help centre etc.) for any enterprise, or as a temporary single point of contact for events, incidents, requests or large scale interventions. Depending on whom you consult, the USD has its own language, approach and good practice.

For example, if you mentioned the USD to someone in IT, they will refer to something like ITIL^® as a ‘best practice’ and assume it focuses on IT. ...