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.

Well-being in the workplace. A guide to resilience for individuals and teams

IT Governance Publishing, Sarah Cook

This book explores the critical role of resilience in workplace well-being, offering practical tools to enhance physical, emotional, mental, and social health. It begins by defining resilience and its importance, especially in the wake of the pandemic, and explains how it impacts both individuals and teams. Early chapters focus on self-assessment, helping readers gauge their resilience and stress levels, while providing actionable steps for improvement.The book then dives into specific areas of well-being, such as physical health, emotional management, and mental strategies like positive thinking and mindfulness. It emphasizes the significance of social connections and offers practical advice for building support networks in a virtual world. For managers, there are strategies to foster resilience in their teams, from regular communication to promoting well-being initiatives.Each chapter is filled with case studies, self-assessment tools, and reflection points, ensuring readers can apply concepts directly to their work environment. The final section ties everything together with tips on making new resilience habits stick, reinforcing long-term well-being in the workplace.