Certified Service Management Professional (CSMP)
Session 06: The Knowledge Areas (Knowledge, Skills, Abilities)
This session familiarizes the candidate with the knowledge areas (knowledge, skills and abilities) described for each knowledge domain within the USMBOK. The session concludes with the official Certified Service Management Professional examination, which is optional for each candidate.
This session is comprised of nine lessons:
- Lesson 27: Introduction to Knowledge Areas
- Lesson 28: Service Customer Management
- Lesson 29: Service Fulfillment Management
- Lesson 30: Service Quality Management
- Lesson 31: Service Delivery Management
- Lesson 32: Service Operations Management
- Lesson 33: Service Infrastructure Management
- Lesson 34: Service Value Management
- Lesson 35: Governing Lifecycle Activities
- Lesson 36: The Official CSMP Examination
Lesson 27: Introduction to Knowledge Areas
This lesson introduces the concept and scope of the USMBOK knowledge areas.
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Lesson 28: Service Customer Management
This lesson provides an overview of this domains following knowledge areas:
- Governance & Regulations Management
- Customer Portfolio Management
- Customer Relationship Management
- Customer Continuity Management
- Customer Risk Management
- Customer Requirements Management
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Lesson 29: Service Fulfillment Management
This lesson provides an overview of this domains following knowledge areas:
- Service Marketing
- Service Planning
- Service Provision Management
- Provider Relationship Management
- Service Request Management
- Service Opportunity Management
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Lesson 30: Service Quality Management
This lesson provides an overview of this domains following knowledge areas:
- Service Quality Planning
- Service Excellence
- Service Lifecycle Management
- Capability Management
- Performance Management
- Audit & Assessment Management
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Lesson 31: Service Delivery Management
This lesson provides an overview of this domains following knowledge areas:
- Service Level Management
- Service Asset Management
- Service Security Management
- Service Capacity Management
- Service Continuity Management
- Service Availability Management
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Lesson 32: Service Operations Management
This lesson provides an overview of this domains following knowledge areas:
- Service Support Management
- Operations Level Management
- Supplier Management
- Service Incident Management
- Service Problem Management
- Service Impact Management
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Lesson 33: Service Infrastructure Management
This lesson provides an overview of this domains following knowledge areas:
- Service Facilities Management
- Service Application Management
- Service Systems Management
- Service Configuration Management
- Service Change Management
- Service Release Management
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Lesson 34: Service Value Management
This lesson provides an overview of this domains following knowledge areas:
- Service Financial Management
- Service Value Mapping
- Service Lean Thinking
- Service Knowledge Management
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Lesson 35: Governing Service Lifecycle Activities
This lesson provides a brief overview of how the governance concepts discussed in the USMBOK may be integrated with lifecycle activities to meet both general and service request specific requirements.
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Lesson 36: The Official CSMP Examination
The lesson also helps prepare each attendee for the optional Certified Service Management Professional (CSMP) certification examination offered by the non-profit Service Management Society’s Service Management Qualification Scheme.
- Introduction to examination process
- Exam taking techniques
- Exam practice
- Exam registration
- The official examination