The Universal Service Desk (USD). Implementing, controlling, and improving service delivery

IT Governance Publishing, Brian Johnson, Léon-Paul de Rouw

This book is your go-to guide to mastering the Universal Service Desk (USD) for improving service management. The reader will understand USD's role in enterprises, delve into its design process, and learn how to use it for effective customer service and business operations. With practical examples and industry case studies, this book offers deep insights into the application of the USD for organizational success.The book begins by introducing the USD concept, highlighting its importance in streamlining service delivery and enhancing customer satisfaction. It outlines how a demand-oriented approach can be implemented across various business environments, optimizing workflows from front-office interactions to back-office coordination. Through the chapters, readers will learn to adapt USD to meet the evolving needs of enterprises.The final chapters focus on advanced practices such as improving service quality, managing virtual USD platforms, and aligning service desk operations with business goals. By following the structured approach outlined, you’ll gain the tools to create a USD that delivers measurable value, fosters seamless communication, and aligns with organizational priorities.