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).
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.