Outside-In Service Management™ Program

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The Outside-In Service Management (OI-SM) program, also known as OI-Service™ ensures your service management system and organization are customer centric and relevant. 


OI Thinking for Service ManagementThe Outside-In Service Management™ (OI-SM) program helps service organizations apply "Outside-In" thinking to service management initiatives, ensuring customer centricity, customer thinking, and the creation of value for customers.  OI-SM takes precedent over traditional "inside-out", process, best practice, technology, capability level and service centric efforts. 

Traditional improvement efforts, including most IT Service Management projects, work "inside-out", focusing on what's happening inside the service provider or infrastructure management organization, how it works, and using internal performance measures.

Outside-In thinking ensures the organization 'learns to see' from a customer perspective, and improvement efforts are driven by understanding what a service does for the customer in terms of enabling and supporting their desired results or 'Successful Customer Outcomes (SCOs)'. 

Outside-In Service Management (OI-SM) ensures the service organization designs its service management system with the interests of its customer at the center of its approach, and includes guidance on:

  • Understanding your stakeholder types and interests
  • Defining success in stakeholder terms
  • Understanding the organizational context
  • Making services consumable
  • Aligning with stakeholder goals
  • Ensuring Lean identifies the consumer value stream
  • Redfining the work effort in terms of customer results
  • Ensuring the performance includes customer relevant measures
  • Guaranteeing continuous improvement programs produce real benefit
  • Placing a sustained focus on the service request and customer pathways

Throughout, the OI-SM program uses the Universal Service Management Body of Knowledge (USMBOK) as the over-arching frame of reference.  The OI-SM program includes public and onsite training options,  and is compatible with the Service Customer Manager and Service Value Manager credentials within the Service Management Qualification Scheme offered by the Service Management Society.