Universal Service Desk

Implementing, Controlling and Improving Service Delivery

af Brian Johnson, m.fl.

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... (Læs mere)