Course

101: Service Management Fundamentals

Also termed the USMBOK Foundation. This course provides individuals working within the service industry with a comprehensive understanding of service management concepts and methods based upon international best practice, and how to apply these within a service business or service provider organization to achieve customer centricity and continuously improving performance.

19 Lessons

Also termed the USMBOK Foundation. This course provides individuals working within the service industry with a comprehensive understanding of service management concepts and methods based upon international best practice, and how to apply these within a service business or service provider organization to achieve customer centricity and continuously improving performance.

This content is for Monthly and Annual members only.
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Course Materials

USMBOKF-01: The Digital Age and the Experiential Economy

USMBOKF-02: The Management Imperatives

USMBOKF-03: The Traditional IT Approach - 'ITSM'

USMBOKF-04: Introduction to the USMBOK

USMBOKF-05: Service Management Related Areas of Knowledge

USMBOKF-06: Principles of Service Management

USMBOKF-07: The Service Management Manifesto

USMBOKF-08: The Service Management Reference Model

USMBOKF-09: The Magic Number 42

USMBOKF-10: Outside-In Thinking

USMBOKF-11: The Service Management Framework

USMBOKF-12: The Service Product - Key Concepts and Methods

USMBOKF-13: Elements of the Service Management System

USMBOKF-14: The Supporting Lifecycles

USMBOKF-15: The Service Provider Organization

USMBOKF-16: Service Management Knowledge Domains and Knowledge Areas

USMBOKF-17: The Workforce Management System

USMBOKF-18: The Consumer Management System

USMBOKF-19: The Performance Excellence System