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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).
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|Section 1: An Introduction to Service Management|
What is 'Service Management'?
Service Management: Origins and Pioneers
Service Management: Core Concepts
Service Management: Purpose and Use
|Section 2: The Digital Age and the Experiential Economy|
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
|Section 3: The Management Imperatives|
What is an 'Imperative'?
Common Management Imperatives
The Business Imperatives of IT
The IT Management Imperatives
Industry Analysts Are Warning IT Organizations
|Section 4: The Traditional IT Approach - IT Service Management|
Traditional IT Service Management (ITSM)
Traditional ITSM is Failing - Why?
Indicators of 'Inside-Out' Thinking
Modern Service Management
A Modern 'Service Strategy' (Nano Level)
|Section 5: Introduction to Universal Service Management Body of Knowledge (USMBOK™)|
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
|Section 6: Service Management Related Knowledge Areas|
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
|Section 7: Principles of Service Management|
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?
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
|Section 8: The Service Management Manifesto™|
What is a 'manifesto'?
What is the Service Management Manifesto?
The Five Perspectives
Manifesto Guiding Principles
Summary of How a Manifesto Helps
|Section 9: The Service Management Reference Model|
What is a Service Management Reference Model?
Reference Model Building Blocks
Using the Reference Model and Operational Model for Improvement
|Section 10: The Magic Number '42'|
The Satisfaction Pyramid
The Elements of the Magic Number 42
Stages of Consumer Expectation
Vital Mission Activity (VMA)
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
|Section 11: Outside-In Thinking|
What is 'Outside-In' Thinking, Its Origins and Key Principles
The Outside-In, Inside-Out (OI-IO) Continuum
Consumer Journey and Consumer Scenario
Personas and Common Generic Personas
Themes, Epics, the Service Encounter and Episodes
The Story, its Elements and an Example
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.