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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!

Collaborative business service design (CBSD) is a methodology to help business and IT cooperate more effectively to create IT-driven business services that fully support business requirements. This adapted version of CBSD for the Fundamentals Series explores the characteristics of IT-driven business services, their requirements and how to gather the right requirements to improve the service lifecycle throughout design, development and maintenance until decommissioning. By understanding IT-driven business services and anchoring them in a service design statement (SDS), you will be able to accelerate the translation of the needs of the business to the delivery of IT-intensive business services. Product overview CBSD supports portfolio, programme and project management by identifying key questions and structuring the creative process of designing services. Insight into the CBSD approach to deriving an SDS is therefore a practical and powerful tool to help you: Promote a coherent design so that fundamental issues and requirements of needs are mapped, based on different perspectives between demand and supply; Gain insight into the dynamics between stakeholders within an enterprise; Reflect on and formulate a practical and realistic roadmap; and Guide the development, build, programme management and maintenance of IT-driven business services. CBSD complements existing frameworks such as TOGAF®, IT4IT, BiSL® Next and ITIL® by focusing on business architecture, a subject rarely discussed before designing an IT-intensive, complex business service. Who should read this book This book is intended for anyone responsible for designing and implementing IT-driven services or involved in their operation. This includes: Internal and external service providers, such as service managers, contract managers, bid managers, lead architects and requirement analysts; Business, financial, sales, marketing and operations managers who are responsible for output and outcome; Sales and product managers who need to present and improve service offerings; Developers who need to develop new and improved services; Contract managers and those responsible for purchasing; and Consultants, strategists, business managers, business process owners, business architects, business information managers, chief information officers, information systems owners and information architects. Collaborative Business Design: The Fundamentals is part of the Fundamentals Series. Authors Brian Johnson has published more than 30 books, including a dozen official titles in the IT Infrastructure Library (ITIL), all of which are used worldwide. He designed and led the programme for ITIL version 2. He has fulfilled many roles during his career, including vice president, chief architect, senior director and executive consultant. One of his current roles is chief architect at the ASL BiSL Foundation, which provides guidance on business information management to a wide range of public and private-sector businesses in the Benelux region. Brian is chief architect for the redesign of all guidance and is 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 business enabled by IT. Currently, he is the project manager for a multimillion-euro project on the nationwide implementation of IT-driven business services. Léon-Paul's previous books were primarily written for professional

The logical step up from focusing just on IT, this makes perfect sense Ken Wilson (Director, BrightHorse, UK) I loved the concept and the sensible approach to what are sometimes seen as complex issues. Dave Jones (Director & Principal ITSM Consultant, UK) Only by understanding IT-driven business services and anchoring them in a service design statement (SDS) can enterprises translate business needs into IT-intensive business services. In Collaborative Business Design – Improving and innovating the design of IT-driven business services, Brian Johnson and Léon-Paul de Rouw comprehensively explain how to use business service design (BSD) to formulate an effective SDS that will help business and IT cooperate to create robust, efficient services that support business requirements. The book delves into the inner workings of services, with the aim of making sure that each side – business and IT – understands the other's needs and drivers so that services can deliver what is required, expected and promised of them throughout their lifecycle. It: Examines the gap in understanding between IT and business. Introduces Business Service Design (BSD) – an analytic approach to understanding the characteristics of IT-driven business services. Provides an overview of the different components that must be analysed to obtain insight into the characteristics of IT-driven business services and to anchor these insights into a Service Design Statement (SDS). Considers the different parts of the BSD and SDS. Explores how to obtain insight into the design of IT-driven business services using BSD. Discusses practical consequences for business transformation to continually define, develop and improve robust services that customers want to use. More than ever, applications software (what consumers call'services'.....) reaches deep into everyday business processes. In order for the modern business to grow or simply to secure market position, rapid and efficient service development and IT delivery is demanded from IT suppliers. This book offers valued insight to strengthen the alliance between business and IT. Perry van der Weyden (CIO, Rijkswaterstaat, Netherlands) Wickedly funny in many places, well researched and pragmatic. Highly recommended.'Olafur Gunnarsson (President, Rema Tiptop, USA) BSD is not an architecture for software development or for technology support – it complements existing frameworks such as TOGAF, IT4IT, BiSL® Next and ITIL® by focusing on business architecture, a subject rarely described before designing an IT-intensive, complex business service. BSD is moving the conversation from IT as an operations center to more of a key component of the business's genetic makeup. This book is a must read if you want to cement an alliance between business and IT. Darren Arcangel (Enterprise Architect, USA)