The Universal Service Desk (USD): Implementing, controlling and improving service delivery
May 2020 · IT Governance Ltd
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244
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About the author
Brian Johnson has held a number of key leadership and strategic roles in government and private companies. He was a part of the UK government team that created the ITIL ® approach. He has written a number of books on ITIL ®, the software life cycle and the role of IT in business. When he isn't working or writing, Brian's passion is playing football.
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).Currently, he is the project manager for a multi-million euro project on the nationwide implementation of IT-driven business services.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.
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