Guide to USMBOK Contents
The Guide to Universal Service Management Body of Knowledge is the service professional's definitive reference, providing a comprehensive guide to concepts and methods for delivering a superior service experience!
Key Features
- Focus on customer centricity, outside-in thinking
- Concepts and guidance applicable to any service business
- Primary reference for standards based personal credentials
- Methods for mapping the customer service experience
- Magic number '42' - four Es and two vital service equations = path to success
- Designed to extend and act as a companion to any service management framework (ITSM/ITIL)
Guide to USMBOK Contents
Introduction
An introduction to the 'body of knowledge' concept and related knowledge areas
- What is a body of knowledge?
- Deciphering the best practice concept
- The Baldrige Performance Framework for organizational excellence
- Areas of knowledge related to service management, including product and project management
Service and Service Management
Service Product Concepts & Service Management Principles
- Introduction to service, what is a consumer, what is a service?
- The difference between good and services, the 'goods-service continuum'
- What is service management?
- What is universal service management?
- Product management 101
- Customer centric product management
- Path to service excellence is through managing the 4Es (Encounter, expectation, experience, emotional genie)
- What is 'customer satisfaction'?
- Mapping the service experience
- Service alignment
- The service model (delivery model) concept
- Vital service equations (value, expectation, quality, experience)
- Hidden cost of quality - service support
- Inside-out thinking
- Outside-in thinking
- The outside-in, inside-out continuum
- Golden rules for service management
Service Management Framework
Elements of a service management initiative
- Introduction to the service product
- Introduction to the service management system
- Introduction to the service provider organization
- Introduction to the workforce management system
- Introduction to the consumer management system
- Introduction to the service excellence system
Service Product
The Service Product
- Core benefit
- Basic product
- Expected product
- Augmented product
- Potential product
- Supplementary service
- Positioning
- Positioning statement
- Repositioning
- Perceptual map
Service Management System
Service Management System Elements
- Business planning framework
- Performance management framework
- Key service management artifacts
- Service management plan, customer service plan, service fulfillment plan
- The service plan, service portfolio, service catalog, service request catalog
- The service calendar, service priority scheme, service portal
- The service quality lifecycle, software lifecycle, service lifecycle costs, lifecycle concepts
- The service lifecycle, 15 stages, 120 key influences, stage inputs and outputs
- Key inputs to the service lifecycle
- The supporting lifecycle
- The service requirement lifecycle, request lifecycle, provision lifecycle
- The service operations lifecycle
- The Operations governance framework
- The service event lifecycle, Service support lifecycle, Service revision lifecycle
- The service release lifecycle, service asset lifecycle, service change lifecycle
- Service performance framework, service quality index, service cost index
Service Provider Organization
Service Organization Concepts
- The service provider organization concept
- Adopting a service culture
- Line of visibility
- Role continuum
- Service organization extensions
- Service organization as a system
Knowledge Domains
Key Roles within a Service Organization
- Service Customer Manager
- Service Fulfillment Manager
- Service Quality Manager
- Service Delivery Manager
- Service Operations Manager
- Service Infrastructure Manager
- Service Value Manager
Knowledge Areas
Key Knowledge, Skills and Abilities within Knowledge Domains
- Governance & Regulations Management
- Customer Portfolio Management
- Customer Relationship Management
- Customer Continuity Management
- Customer Risk Management
- Customer Requirements Management
- Service Marketing
- Service Planning
- Service Provision Management
- Provider Relationship Management
- Service Request Management
- Service Opportunity Management
- Service Quality Planning
- Service Excellence
- Service Lifecycle Management
- Capability Management
- Performance Management
- Audit and Assessment Management
- Service Level Management (inbound)
- Service Asset Management
- Service Security Management
- Service Capacity Management
- Service Availability Management
- Service Continuity Management
- Service Support Management
- Operations Level Management
- Service Supplier Management
- Service Incident Management
- Service Problem Management
- Service Impact Management
- Service Facilities Management
- Service Application Management
- Service Systems Management
- Service Configuration Management
- Service Change Management
- Service Release Management
- Financial Management of Services
- Service Value Mapping
- Service Lean Thinking
- Service Knowledge Management
Workforce Management System
Managing the Workforce Effort and and Motivating the Workforce Staff
- Compensation
- Benefits
- HR Administration
- Legal and Contracts
- Recruitment
- Staffing Management
- Technology
- Talent Management
- Workplace Culture
- Career Development and Training
Consumer Management System
Managing the Consumer Information, Communications, Relations and Engagement
- Elements of a Consumer Management System
- Customer Journey Mapping
- Customer Insights and Analytics
- Key Integration Points
Service Excellence System
Achieving Excellent Service through Continuous Improvement
- Management Imperatives
- Elements of a Service Excellence System
- Service Excellence System Operation
- Right Thing, Done Right Matrix
- Concept of Continuous Improvement
- Ten Key Principles of Continuous Improvement
- Relationship Between Continuous Improvement and Service Revision Program
- Relationship Between Continuous Improvement and Plan-Do-Check-Act, Six Sigma and Lean
- Revision Control System
Governing Service Provider Activities
Scenario Based Governance of Service provider Activities
- Scenario Action Plan Approach
- The Problem with Policies and Procedures
- Service Request Action Plan
- Service Request Pathway
The Ideal Companion
The Guide to USMBOK is a single publication. It is an ideal companion to the very latest editions of frameworks such as the IT Infrastructure Library (ITIL®) and COBIT®, and is specifically designed to be compatible with the ISO/IEC 20000-1 and ISO 9000 standards.