Certified Service Management Professional (CSMP)

Session 02: The Service Management System

Command and control based management of services, where the focus is on processes, policies and procedures - the 'how', ha sproved far less effective than systems thinking, focused on customer satisfaction - the 'why'.  A service management strategy should establish and sustain a results driven service management system and this session such a system.

This session is comprised of four lessons:


Lesson 07: Introduction to the Service Management System

This lesson introduces the service management system with operating principles and deliverables that can be applied in any service organization. This lesson introduces the concepts of such a system and provides through a basic simulation an operational model for discussion during subsequent sessions.

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Lesson 08: The Business Planning Framework

This lesson explores the business planning framework element of the service management system and topics include:

  • The corporate/enterprise layer
  • The business area layer
  • The implementation and operation layer
  • The business planning cascade

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Lesson 09: The Performance Management Framework

This lesson explores the performance management element of the service management system and topics include:

  • The seven tier measurement model
  • Key Result Area (KRA)
  • Key Performance Indicator (KPI)
  • Key Performance Target (KPT)
  • Vital Mission Activity (VMA)
  • Service level Objective (SLO)
  • Service Level indicator (SLI)
  • Service Infrastructure Event (SIE)

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Lesson 10: Key Service Management Artifacts

Many 'best practice' frameworks recommend the development, adoption and/or implementation of a number of service management artifacts and concepts.  Few have a comprehensive list and most are incomplete.  This lesson discusses the artifacts within the USMBOK, probably the most complete list, and some fundamental items that mandatory considerations, they include:

  • The Service Governance Framework
  • The Service Planning Process
  • The Voice of the Customer
  • The Service Fulfillment Plan
  • The Service Plan
  • The Service Portfolio
  • The Service Catalog, Schemas and Actionable Catalogs
  • The Service Priority Scheme
  • The Service Portal
  • The Service Quality Lifecycle

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