Universal Service Desk (USD)

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.Léon-Paul’s previous books were primarily written for professionals in their field, including IT demand-supply and facilities management. The books have since been used by a number of institutions as guides and textbooks and have also been incorporated into postgraduate courses.

• IntroductionPart 1: The USD – purpose and approachIntroductionChapter 1: The USD in the enterpriseChapter 2: The USD as a conceptChapter 3: Delivering products and services through the USDChapter 4: The USD customersChapter 5: From design to realityChapter 6: The service desk of Breda University of Applied SciencesSummary of part 1Section for your notesPart 2: Components of the service deskIntroductionChapter 7: Service management softwareChapter 8: The virtual USDChapter 9: Call centre functionalityChapter 10: The service counterChapter 11: Account managementChapter 12: Expert USD StaffChapter 13: The USD and back office dependenciesChapter 14: Business information for the USDChapter 15: USD management and organisationChapter 16: IT and the service help desk – reflections by a provider of managed servicesSummary of part 2Section for your notesPart 3: Development and improvement of the USDIntroductionChapter 17: The USD as a key to management and controlChapter 18: Contract management and the USD 186Chapter 19: Success criteriaChapter 20: Quality improvementChapter 21: Implementation and further developmentChapter 22: Improvement possibilitiesChapter 23: The USD of thingsChapter 24: A case study from the UK governmentSummary of part 3Section for your notesChapter 25: Finally … for the customer: the USD as an InterfaceBibliographyFurther reading