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Service Management Fundamentals (also USMBOK™ Foundation)

The definitive course on managing service in the experiential economy
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8 students enrolled
Last updated 2/2016
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  • 8.5 hours on-demand video
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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The course combines the outside-in, customer centric best practices used by many of today's most successful service businesses to design and manage the customer experience, with service management concepts, and explains how these are used to ensure the customer relevancy and focus of a service management system and service provider organization. It also explores the latest customer engagement thinking and use of social media tools.

This course provides an understanding of the origins of services and service management theory, the core terms, principles and concepts found in Universal Service Management, the elements of a service management framework, including the operational system, and key roles within a service provider organization, workforce management system, and consumer management system.

The course includes an introduction to “Outside-In" (customer-centric) thinking, and its relationship to decisions on what products and services to offer, the makeup of those services, and the service support designed to manage the customer interactions, touchpoints, and customer service experience based upon 'moments of truth'.

The course also describes the relationship between service functionality and successful customer outcomes, the principles of measuring and managing the customer's level of satisfaction with the service experience, and how these form the basis for defining problems, and responding to these through a continuous improvement program embedded within the service excellence system component of the service management framework.

The Universal Service Management Body of Knowledge (USMBOK) is a series of reference publication used by professionals within a service provider organization or service business to design a systematic method for managing services.

The USMBOK is a proud member of the International Best Practice Library, alongside the PMBOK® (Project Management Body of Knowledge), and ITIL® (IT Infrastructure Library).

Who is the target audience?
  • This course will significantly benefit service management professionals who need to understand the key concepts and components of a service management system and how to manage customer expectations and their service experiences.
  • This course is suited to service management professionals familiar with the traditional view of IT Service Management, but who require additional information on the elements of a service system, the key roles in a service provider organization, and how to ensure customer centricity.
  • This course is especially important to any individual wishing to differentiate their skills by adding the latest knowledge used by leading service industry organizations. Other audiences include:
  • Any individual wishing to enhance their career by developing knowledge, skills and dispositions necessary for working within the service industry as part of a service provider organization;
  • Any individual interested in, or responsible for, transforming an organization from one focused on infrastructure management, to one focused on customer service, value, experience, and satisfaction levels;
  • Service industry professionals who need to understand the key concepts and components of a service management system and customer focused service management strategy;
  • Any IT Manager interested in becoming more proficient in the concepts and methods of service management;
  • Any Business Manager interested in becoming more proficient in the concepts and methods of service management.
  • Any individual interested in, or responsible for, transforming an organization from one focused on infrastructure management, to one focused on customer service, value, experience, and satisfaction levels;
  • Staff, consultants, or service management professionals interested in programs designed to improve the quality or cost of providing services.
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What Will I Learn?
Upon successful completion of this program you will gain:
The vital skills required to think, plan and act 'customer first', and select and apply universal service management best practices from the outside-in to manage the customer experience and better focus and target operational improvements
Knowledge of outside-in thinking, key principles, and its application to service management;
Describe the origins of service and service management theory, and communicate what ‘service management’ is to various communities and stakeholders within an organization;
Describe the purpose of a service management system and its constituent components and the elements of a basic service provision model, and service management framework;
Explain what knowledge about related areas of expertise are needed, such as international and national standard specifications and regulatory compliance, as well as related bodies of knowledge;
Describe what a best practice is and how to adapt and apply the better practice to a service management system, or service provider organization;
Understand why traditional process improvement, capability maturity led initiatives fail and the key indicators you and your organization might be thinking ‘inside-out’, and strategies to avoid;
The six key elements of a service management framework, including a detailed specification of a service management system and the roles within a service provider organization, universally applicable to any service business
How to apply the principles of universal service management to propel a service excellence and/or continuous improvement program
Essential skills to inspect and assess a service management system and organization and base a transformation and continuous improvement initiative on what a service does for the customer in terms of enabling and supporting their 'Successful Customer Outcomes (SCOs)'.
View Curriculum
  • There are no prerequisites for this course - remember it is also designed to act as your definition reference for service management concepts and methods.
Curriculum For This Course
Expand All 179 Lectures Collapse All 179 Lectures 08:26:40
An Introduction to Service Management
5 Lectures 19:52

What is 'Service Management'?

Service Management: Origins and Pioneers

Service Management: Core Concepts

Service Management: Purpose and Use
The Digital Age and the Experiential Economy
9 Lectures 19:18

The Dawn of Customer Centricity and the 'Thank You' Economy

The Digital Age: Factoids

The Consumerization of IT

IT - Invisible Technology - "It Just Works"

The Digital Consumer

Everyone Must Be Able to Answer These Four Questions

The Internet of Things (IoT)

The Digital Consumer and Productivity - Microsoft's Future Vision
The Management Imperatives
6 Lectures 06:40

What is an 'Imperative'?

Common Management Imperatives

The Business Imperatives of IT

The IT Management Imperatives

Industry Analysts Are Warning IT Organizations
The Traditional IT Approach - IT Service Management
7 Lectures 22:51

Traditional IT Service Management (ITSM)

Traditional ITSM is Failing - Why?

Indicators of 'Inside-Out' Thinking

Outside-In Thinking

Modern Service Management

A Modern 'Service Strategy' (Nano Level)
Introduction to Universal Service Management Body of Knowledge (USMBOK™)
10 Lectures 24:12

What is a Body of Knowledge?

Body of Knowledge Building Blocks


The USMBOK Unification Model

The Service Management University

The USMBOK Reference Model

The USMBOK's True North - CASA

The USMBOK's Service Management Brain™

Best Practice and the Practice Lifecycle
Service Management Related Knowledge Areas
5 Lectures 11:08

What is a 'related area of knowledge'?

Example Related Areas of Knowledge Reference Model

How the USMBOK Helps Build Your Preferred Reference Library

Related Areas of Knowledge used by the USMBOK
Principles of Service Management
17 Lectures 01:09:49

What is a 'Consumer', What is 'Customer Centricity'?

What is a Service?

What is a Product?

What is Service Management?

What is Service Excellence?

What is Customer Satisfaction?

Soliciting Customer Sentiment and Level of Satisfaction

What is Service Alignment?

Transaction-Based Service

The Service Ecosystem

What is Service Delivery and Service Support?

What is Operational Excellence?

The Continuums (Outside-In, Inside-Out and Role)

What is Excellent Performance?

Golden Rules for Service Management

The Elements of a Successful Service Management Program
The Service Management Manifesto™
6 Lectures 11:25

What is a 'manifesto'?

What is the Service Management Manifesto?

The Five Perspectives

Manifesto Guiding Principles

Summary of How a Manifesto Helps
The Service Management Reference Model
5 Lectures 10:10

What is a Service Management Reference Model?

Reference Model Building Blocks

Operating Model

Using the Reference Model and Operational Model for Improvement
The Magic Number '42'
12 Lectures 35:07

The Satisfaction Pyramid

The Elements of the Magic Number 42

Stages of Consumer Expectation

Consumer Scenario

Vital Mission Activity (VMA)

Service Encounter

Elements of an Experience

The Service Experience Design Map

Moments of Truth (MOT) and Moments of Need

Zone of Tolerance

Emotional Genie and Levels of Satisfaction
10 More Sections
About the Instructor
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8 Students
1 Course
Founder - Service Management University, Author: USMBOK

Outside-In and Customer Centricity Strategist.
Author: Universal Service Management Body of Knowledge (USMBOK®), Speaker.

With more than 40 years as an IT professional Ian is one of the most experienced service management practitioners and thought leaders in the world. Born in London England, he is a pioneer of the application of ‘outside-in’ thinking to service management initiatives to ensure they are customer relevant and that the customer interest is embedded in every management decision, and of lean thinking to deliver efficiency improvements from within the associated work effort.

Ian is a gregarious, motivational sought-after consultant, educator and speaker who is passionate about helping service businesses in general, and IT organizations of all sizes improve business results through changing how they manage information system as services, interact with their customers, and map, inspect and continuously improve the service experience.

Ian simplifies and brings to life complicated topics, delivering lively, entertaining workshops, presentations, and educational experiences to a broad array of audiences. He applies his depth of service management knowledge and practical experience to enable an organization to transform itself to be performance managed by successful customer outcomes, and customer satisfaction levels. Friends, colleagues, and clients characterize Ian as one of the most pragmatic, insightful, innovative and sometimes ‘revolutionary’ minds in the industry.

Ian’s career includes important periods with Ross Perot’s Electronic Data Systems, where he was worked alongside individuals who took part in the Iranian rescue mission, and ground-breaking projects at Australia Telecom, Caterpillar, and American Express, to name a few.

He is author of the Guide to Universal Service Management Body of Knowledge (USMBOK), and holds a number of important industry qualifications, including: Certified Service Management Professional™ (CSMP), Certified Lean Service Professional™ (CLSP), Guerrilla Service Manager™, IT Infrastructure Library (ITIL®) V2 Service Manager with Mark of Distinction, and ITIL V3 Expert. He is also an approved instructor to the ITIL Expert level, and for the Service Management Society’s ANSI® eligible Service Management Qualification Scheme (SMQS).

Ian currently lives in Sarasota Florida with his wife Delynn and together they have six children. He balances his working time between writing and consulting on all matters service management, redirecting traditional IT Service Management initiatives, and enabling organizations to transform their culture and practices, one improvement at a time.

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