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Index
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
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