| Article Index |
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| The Definitive Guide to Service Management |
| Roots of the USMBOK |
| All Pages |
The purpose of the Guide to the USMBOK is to organize, distill and provide ready access to a core body of knowledge for service management that can be universally applied within service provider organizations. It provides a singular, coherent and consistent approach to the development of a service management system.
The Guide is a culmination of nearly 30 years of experience spanning IT operations, data center management, outsourcing, and very importantly product management. It my experience as a product manager at Sterling Software from 1992-1995 that made me aware of the close ties between products and services, and the vital role of service marketing and service planning functions.
The Guide codifies and connects the numerous elements of a service management system, service organization and operational elements and enables the leveraging and exploitation of many disparate information sources, standards, and industry frameworks.
The author Ian Clayton has collected the experiences of organizations, service managers, and service professionals working within, and writing about the service industry, integrates them with his own hard-won experiences and know how, to present a common lexicon of generally accepted definitions, concepts, methods and best practices that span the customer-infrastructure continuum. The topics discussed within this Guide include:
- The fundamental concepts, theories and mechanics of services, service management systems, service provider organizations, and their product management relationship and heritage;
- The concept of Holistic Service Management and the key elements of a service management system;The fifteen stages of the service lifecycle, critical artifacts, key inputs and outputs, major activities performed in each stage;
- The nine enabling and supporting lifecycles (Requirement, Request, Asset, Quality, Revision, Change, Release, Support and Event) Seven knowledge domains representing key roles that span the customer-infrastructure management continuum;
- Forty knowledge areas, each representing key skills, abilities and practice based competencies required;
- Over 650 best practice statements representing common sense do’s and don’ts.
Whether establishing a service management system for the first time, or revisiting, enhancing or upgrading an existing strategy, this guide is ideal for students, practitioners, managers, instructors and those seeking professional qualifications. Purchase your copy here
