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!

• Cover
• Title
• Copyright
• About the Authors
• Acknowledgements
• Contents
• Introduction
  • What is the universal service desk (USD)?
• Part 1: The USD – purpose and approach
  • Introduction
  • Chapter 1: The USD in the enterprise
    • 1.1 Demand-oriented USD
    • 1.2 Why do you want a USD?
    • 1.3 The USD for service management
    • 1.4 For whom is this book written?
    • 1.5 Structure of the book
  • Chapter 2: The USD as a concept
    • 2.1 What is a USD?
    • 2.2 Tasks of a USD
    • 2.3 The USD and front office
    • 2.4 Process of service delivery
  • Chapter 3: Delivering products and services through the USD
    • 3.1 Smart classification of products and services
    • 3.2 Classification from the supply side
    • 3.3 Classification from the demand side
    • 3.4 Combining supply and demand
  • Chapter 4: The USD customers
    • 4.1 We are all individuals
    • 4.2 The user as a service customer
    • 4.3 The added value of the USD
    • 4.4 Customer groups
    • 4.5 Insight into what your customer wants: the customer journey
    • 4.6 A few words about quality of service
    • 4.7 About customer expectations
  • Chapter 5: From design to reality
    • 5.1 Action plan: from design to realisation
    • 5.2 Step 1 – Ambition and tasks
    • 5.3 Step 2 – Tune the USD and back office
    • 5.4 Step 3 – Design
    • 5.5 Step 4 – Building and construction
    • 5.6 Step 5 – In use
    • 5.7 How do I use the action plan in my own situation?
  • Chapter 6: The service desk of Breda University of Applied Sciences
    • 6.1 BUAS
    • 6.2 Service desk with a smile
    • 6.3 Organisation of daily services
    • 6.4 Steering based on a roadmap and a strategic plan
    • 6.5 The image of users
    • 6.6 Training
    • 6.7 Developments in the coming years
    • Summary of part 1
    • Section for your notes
• Part 2: Components of the service desk
  • Introduction
  • Chapter 7: Service management software
    • 7.1 Information services
    • 7.2 SMS within the technical environment
    • 7.3 The functions of the SMS in the USD
    • 7.4 An essential service
  • Chapter 8: The virtual USD
    • 8.1 What is a virtual USD?
    • 8.2 Construction of the virtual USD
  • Chapter 9: Call centre functionality
    • 9.1 Contact options on the second level
    • 9.2 Social media: chat, blogs and tweets
  • Chapter 10: The service counter
    • 10.1 Construction of the physical USD
    • 10.2 Optimising requirements
  • Chapter 11: Account management
    • 11.1 Where did the concept of account management come from?
    • 11.2 Account management within services
    • 11.3 Roles of account management
    • 11.4 Tools for the account manager
    • 11.5 Account management in conjunction with the USD
  • Chapter 12: Expert USD Staff
    • 12.1 Employees determine the USD success
    • 12.2 Functions within the USD
    • 12.3 Competencies within the USD
    • 12.4 Practice competencies
    • 12.5 Training and training
    • 12.6 USD management
  • Chapter 13: The USD and back office dependencies
    • 13.1 The USD and the back office
    • 13.2 Designing and setting up processes and activities
    • 13.3 Mechanisms to connect processes between the USD and back office
    • 13.4 Separation between the USD and back office: handling levels
    • 13.5 Reconciliation and coordination between the USD and back office
  • Chapter 14: Business information for the USD
    • 14.1 The USD within service management processes
    • 14.2 Metro map: graphic design of the USD and management processes
    • 14.3 Added value of the metro map
    • 14.4 Finally
  • Chapter 15: USD management and organisation
    • 15.1 Ambition determines USD organisation
    • 15.2 The USD as a primary process
    • 15.3 Types of USD
    • 15.4 Management and control
    • 15.5 Finances
    • 15.6 Capacity of the USD
    • 15.7 Structure and position of the USD in the enterprise
  • Chapter 16: IT and the service help desk – reflections by a provider of managed services
    • 16.1 Introduction
    • 16.2 Services
    • 16.3 Process and procedure
    • 16.4 Customer service
    • 16.5 IT support
    • 16.6 Help desk and FM software
    • 16.7 The USD
    • 16.8 Next steps
    • Summary of part 2
    • Section for your notes
• Part 3: Development and improvement of the USD
  • Introduction
  • Chapter 17: The USD as a key to management and control
    • 17.1 Management and control
    • 17.2 Nature of work
    • 17.3 The USD in the demand and supply process
  • Chapter 18: Contract management and the USD
    • 18.1 Purchasing and contract management
    • 18.2 Management of the service
    • 18.3 The USD and contract management
    • 18.4 The USD and associated activities for the services provided
  • Chapter 19: Success criteria
    • 19.1 Added value of the USD
    • 19.2 Success factors of an effective and efficient USD
  • Chapter 20: Quality improvement
    • 20.1 Quality management in the USD
    • 20.2 Criteria and standards help to identify deviations
    • 20.3 Measuring is knowing
    • 20.4 Acting on research results
  • Chapter 21: Implementation and further development
    • 21.1 Stakeholder interests and USD development
    • 21.2 Align with management
    • 21.3 Incremental growth
    • 21.4 Use a project-based approach
  • Chapter 22: Improvement possibilities
    • 22.1 Four themes and associated tips
    • 22.2 Quality
    • 22.3 Employees
    • 22.4 Delivery
    • 22.5 Orchestration and policy
  • Chapter 23: The USD of things
    • 23.1 A focus on personal work environment
    • 23.2 The new work environment is virtual and individual
    • 23.3 Technical developments
    • 23.4 The USD as an intelligent hub
    • 23.5 The USD as a hub or platform
  • Chapter 24: A case study from the UK government
    • 24.1 Introduction
    • 24.2 FM or IT?
    • 24.3 Transformation: governance and strategy
    • 24.4 Business management or IT?
    • 24.5 Practical implementation
    • 24.6 Providing the services
    • Summary of part 3
    • Section for your notes
  • Chapter 25: Finally … for the customer: the USD as an interface
• Bibliography
• Further reading