USMBOK™
Guide
This Guide to the USMBOK is the recommended reference for candidates preparing to sit one or more of the Service Management Qualification Scheme (SMQS) credentials offered by the Service Management Society.
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The foremost responsibility of a service management professional is to understand the working elements of a service management system and service organization, and how they interoperate to manage the customer experience and produce successful customer outcomes. Presented as a body of knowledge, the Guide to the USMBOK provides a singular, coherent and comprehensive blueprint, and vital reference to help the service management professional in successfully achieving this responsibility. The USMBOK defines service management as a systematic method for managing the provision of services to customers at a known quality and cost, focusing on the customer’s desired results and satisfaction, and in doing so details the elements of a service management system, including:
The USMBOK also describes in outside-in thinking terms (customer interest first), service management as a means by which the customer experience and interaction with products and services is managed, and design of service encounters, moments of truth, and the customer and service request pathways accomplished. For the provider organization, the Guide respects Lean Thinking and a continuous improvement approach within service management, acting as a transformation method for any organization that wishes to operate as a customer centric service organization. The Guide also provides a common lexicon of generally accepted definitions, concepts, methods and best practices for the service provider organization, and a role continuum spanning the customer-infrastructure perspectives, that includes detailed descriptions of the seven knowledge domains (key roles), and forty knowledge areas within the domains (representing knowledge, skills and abilities or competencies). A table of contents can be downloaded here. A sample 'e-book' version of the USMBOK may be downloaded here. A license can be purchased from within the sample e-book that allows access to the complete electronic version. Comments
“… this is the definitive text on the elements of a service management system written in plain English. It is a must for anyone in the service management profession looking for a singular guide to help them and their service organization gain added value and enhanced organizational performance”.
Kenneth Gonzalez, Product Team Lead, Data Center Transformation Symantec Corporation.
“The USMBOK is an amazing achievement. Codifying what is in your head may sound like a good idea but try doing it; the size of the challenge for service management is immense. For Ian to have been able to take the time to do this is one achievement, but to make it coherent is another entirely! Ian has codified and documented a coherent body of knowledge for service management that is practical, clear, and that provides a genuine ‘how to’ starting point for the general, and IT service management professional. If I had a hat, I would take it off to him”. Brian Johnson, Vice President, CA Inc and ITIL Author & Pioneer.
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.
A complete description of the topics covered can be reviewed here Format 8.5" x 11" (US Letter), 470 pages
ISBN: 978 0 9814691 0 2
PLEASE SELECT THE USMBOK FROM THE FOLLOWING DROP DOWN LIST AND THEN 'ADD TO CART'
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