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The Universal Service Desk (USD). Implementing, controlling, and improving service delivery IT Governance Publishing, Brian Johnson, Léon-Paul de Rouw

Język publikacji: angielski
The Universal Service Desk (USD). Implementing, controlling, and improving service delivery IT Governance Publishing, Brian Johnson, Léon-Paul de Rouw - okladka książki

The Universal Service Desk (USD). Implementing, controlling, and improving service delivery IT Governance Publishing, Brian Johnson, Léon-Paul de Rouw - okladka książki

Autorzy:
IT Governance Publishing, Brian Johnson, Léon-Paul de Rouw
Serie wydawnicze:
Reference Guide
Wydawnictwo:
IT Governance Publishing (Z chęcią przeczytam książkę w języku polskim)
Ocena:
Bądź pierwszym, który oceni tę książkę
Stron:
244
Dostępne formaty:
     PDF
     ePub

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Do przechowalni

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.

O autorach książki

IT Governance Publishing (ITGP) is the world's only specialist IT governance publisher. We produce books, toolkits and training aids on a wide range of topics including information security, IT governance, information risk, compliance, cyber security, IT service management, project management and management system standards.
Brian Johnson has published over a dozen official titles in the IT Infrastructure Library (ITIL®) and a total of more than 30 books. He is the author of many books about best practices in business and IT. He designed and led the programme for ITIL version 2, which is widely used in the Netherlands and throughout the world.
Brian has inhabited many roles during his career, including vice president, lead architect, director and consultant. One of his current roles is as chief architect at the ASL BISL Foundation. The Utrecht-based Foundation provides guidance on business information management to a wide range of public- and private-sector businesses in the Benelux region. It publishes best-practice guidance and, together with certification bodies, provides education and examinations. Brian is chief architect for the redesign of all guidance and will be the author of new strategic publications.

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