Certified Service Management Professional (CSMP)
Session 05: The Knowledge Domains (Roles)
This session familiarizes the candidate with the major roles within a service organization, termed 'knowledge domains' within the USMBOK.
This session is comprised of two lessons:
- Lesson 25: Introduction to the Service Organization
- Lesson 26: Service Management Knowledge Domains (Roles)
Lesson 25: Introduction to the Service Organization
This lesson discusses the service organization, also termed the service provider organization, and includes:
- Adopting a service culture
- Key organizational elements
- A service organization's 'Line of Visibility'
- The role continuum
- Service organization extensions
- Service organization as a system
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Lesson 26: Service Management Knowledge Domains (Roles)
This lesson introduces the knowledge domains described within the universal service management body of knowledge and as suggested in the role continuum of a service organization. The domains include:
- Service Customer Management
- Service Fulfillment Management
- Service Quality Management
- Service Delivery Management
- Service Operations Management
- Service Infrastructure Management