The Universal Service Desk (USD): Implementing, Controlling and Improving Service Delivery

  • 4h 27m
  • Brian Johnson, Léon-Paul de Rouw
  • IT Governance
  • 2020

Build and implement a successful universal service desk (USD)

A 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.

The book provides the tools and insight to further develop and professionalise the USD within your organisation. It 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.

About the Authors

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.

Léon-Paul de Rouw studied technical management and organisation sociology. He worked for several years as a consultant and researcher in the private sector. Since 2003, he has been a programme manager with the central government in the Netherlands. He is responsible for all types of projects and programmes that focus on IT and business (outsourcing, implementation and change).

In general, his interests include policy development, innovation, design and implementation, and management, mostly in the field of IT. Because of this, in addition to his professional career, he also writes, teaches, consults and delivers workshops and masterclasses.

In this Book

  • The USD in the Enterprise
  • The USD as a Concept
  • Delivering Products and Services Through the USD
  • The USD Customers
  • From Design to Reality
  • The Service Desk of Breda University of Applied Sciences
  • Service Management Software
  • The Virtual USD
  • Call Centre Functionality
  • The Service Counter
  • Account Management
  • Expert USD Staff
  • The USD and Back Office Dependencies
  • Business Information for the USD
  • USD Management and Organisation
  • IT and the Service Help Desk – Reflections by a Provider of Managed Services
  • The USD as a Key to Management and Control
  • Contract Management and the USD
  • Success Criteria
  • Quality Improvement
  • Implementation and Further Development
  • Improvement Possibilities
  • The USD of Things
  • A Case Study From the UK Government
  • Finally … for the Customer: The USD as an Interface