The Universal Service Desk (USD)EbookTooltip
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Implementing, controlling and improving service delivery
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Brian Johnson
Brian Francis Johnson (born 5 October 1947) is an English singer and songwriter. In 1980, after the death of Bon Scott, he became the third lead singer of the Australian rock band AC/DC. He and the rest of the band were inducted into the Rock and Roll Hall of Fame in 2003. In March 2016, he temporarily stepped away from the band during the Rock or Bust World Tour due to hearing problems. In September 2020, AC/DC officially confirmed that Johnson along with fellow band-mates Phil Rudd and Cliff Williams had returned in August 2018 to record the band's 2020 album, Power Up.
Johnson was one of the founding members of the rock band Geordie formed in Newcastle upon Tyne in 1971. After a few hit singles, including UK Top 10 "All Because of You" (1973), the band split up in 1978. Following the death of Bon Scott on 19 February 1980, Johnson was asked to audition for AC/DC. AC/DC guitarists and founders Angus and Malcolm Young initially reached out to Brian remembering when Bon had been impressed with him after seeing him perform with Geordie. His first album with AC/DC, Back in Black, became the second-best-selling album of all time, according to most estimates. The Guardian ranked the successful transition to Johnson at No. 36 on their list of 50 key events in rock music history.[1]
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!
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