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!
- ISBN:
- 9781787781481
- 9781787781481
-
Category:
- Educational: IT & computing
- Format:
- Paperback
- Publication Date:
-
28-05-2020
- Publisher:
- IT Governance Publishing
- Country of origin:
- United Kingdom
- Pages:
- 268
- Dimensions (mm):
- 297x210x14mm
- Weight:
- 0.65kg
This title is in stock with our Australian supplier and should arrive at our Sydney warehouse within 2 - 3 weeks of you placing an order.
Once received into our warehouse we will despatch it to you with a Shipping Notification which includes online tracking.
Please check the estimated delivery times below for your region, for after your order is despatched from our warehouse:
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NSW Metro: 2 working days
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NSW Remote: 2-5 working days
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NT Remote: 4-10 working days
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QLD Rural: 2-5 working days
QLD Remote: 2-7 working days
SA Metro: 2-5 working days
SA Rural: 3-6 working days
SA Remote: 3-7 working days
TAS Metro: 3-6 working days
TAS Rural: 3-6 working days
VIC Metro: 2-3 working days
VIC Rural: 2-4 working days
VIC Remote: 2-5 working days
WA Metro: 3-6 working days
WA Rural: 4-8 working days
WA Remote: 4-12 working days
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