The Universal Service Desk (USD): Implementing, controlling and improving service delivery - Softcover

Johnson, Brian; De Rouw, Léon-Paul

 
9781787781481: The Universal Service Desk (USD): Implementing, controlling and improving service delivery
Softcover
ISBN 10: 1787781488 ISBN 13: 9781787781481
Verlag: ITGP, 2020

Inhaltsangabe

A universal service desk (USD) is the central point of contact between a service provider and users for everyday activities, and within an organisation for all requests for and enquiries about the services provided to customers, both internal and external. The USD is a concept of service delivery and resolution through different channels (Internet, post, intranet, phone, email, physical counter). It also covers account management and its focus on customer relationships at different levels in the organisation. The Universal Service Desk (USD) – Implementing, controlling and improving service delivery defines what a USD is, why it is valuable to an organisation and how to build and implement one. This practical guide gives advice about: The use of software tools; Service sites; Self-service; Call centre functionality; Account management; Processes between the USD and back office; Quality management; Competence management; Capabilities; and The service catalogue. It also discusses the evolution of the USD as part of integrated workplace management. This book is ideal for those working in service management and the service desk industry, from managers to employees, and can also be used by students to understand all the components that relate to a USD. Understand the essentials of any USD – buy this book today!

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Über die Autorin bzw. den Autor

Brian Johnson has held a number of key leadership and strategic roles in government and private companies. He was a part of the UK government team that created the ITIL® approach. He has written a number of books on ITIL®, the software life cycle and the role of IT in business. When he isn't working or writing, Brian's passion is playing football.

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Verlag
ITGP
Erscheinungsdatum
2020
Sprache
Englisch
ISBN 10 
1787781488
ISBN 13 
9781787781481
Einband
Taschenbuch
Anzahl der Seiten
270
Kontakt zum Hersteller
Nicht verfügbar
Verantwortliche Person
gpsr@libri.de
gpsr@libri.de

Friedensallee 273
Hamburg
22763
Deutschland