USMBOK

FOUNDATIONS
Universal Service Management EducaHon
Universally usable service management concepts and methods. Outside-In Thinking. Service management system. Service provider organization. Service encounters, customer expectations, experience, and emotions.

Course Overview

International Best Practices to manage customer outcomes, their service experience, and levels of satisfaction
We live in a service society, where our experiences using products and services, and interac9ng with the businesses and organiza9ons delivering and suppor9ng those services, shapes our view of value, denes our levels of sa9sfac9on, and acts as the basis for loyalty and advocacy. This class explores the Universal Service Management Body of Knowledge (USMBOK). The USMBOK details a comprehensive set of service management thinking and methods, universally applicable to any service business, and including an IT organiza9on performance managed as a service provider. The class combines the outside-in, customer centric best prac9ces used by many of todays 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 organiza9on.

What You Will Learn

Service Management University

Dates and Locations:

May 17-18, Melbourne Victoria May 24-25, Sydney New South Wales

Pricing:
$ 1,495 AUD

The vital skills required to think, plan and act 'customer rst', and select and apply universal service management best prac9ces from the outside-in to manage the customer experience The six key elements of a service management framework, including a detailed specica9on of a service management system and the roles within a service provider organiza9on, universally applicable to any service business How to apply the principles of universal service management to propel a service excellence and/or con9nuous improvement program; Proven techniques for designing, inspec9ng and improving customer interac9ons and the service experience; Essen9al skills to inspect and assess a service management system and organiza9on and manage a transforma9on and con9nuous improvement ini9a9ve based upon Successful Customer Outcomes (SCOs)'. Any professional interested in how to apply universal service management and outside-in thinking principles and methods to their organiza9on; Any individual interested in, or responsible for, transforming an organiza9on from one focused on infrastructure management, to one focused on customer service, value, experience, and sa9sfac9on levels; Sta, consultants, or service management professionals interested in programs designed to improve the quality or cost of providing services.

Who Should Attend

The USMBOK is an invited member of the Interna9onal Best Prac9ce Library, operated and managed by The Sta9oner Oce (TSO), ocial publishers of ITIL and PRINCE2. The Guide to USMBOK publica9on is used as the primary study reference for this class.

SERVICE MANAGEMENT 101 - 15 PARADISE PLAZA #142, SARASOTA FLORIDA - PHONE: (941) 343.3142 VISIT: WWW.SERVICEMANAGEMENT101.COM OR EMAIL US AT INFO@SERVICEMANAGEMENT101.COM

Welcome to Experien9al Service Management

Focus shifts from process to service, to managing the customer service experience
Experiences are the latest economic oering, as dis9nct from services as services are from goods. The customer experience of encountering products and services, a representa9ve from the service provider organiza9on, and their emo9onal content, is at the heart of customer sa9sfac9on. Service management was, and is, a systema9c method for managing the provision of services to customers based upon a known quality, cost, their desired outcome, level of customer sa9sfac9on, and management of the customer experience. With its concepts and methods rooted in product management, it is universally applicable across service industries. It can also act as a transforma2on method for any organiza9on wishing to change and operate as a service provider, especially an informa9on technology (IT) organiza9on. A number of IT organiza9ons have begun the journey to transform themselves into a customer focused service provider. Tradi9on has shown they follow a blueprint that is both vague and incomplete, and they are at risk -of failing their customer and sponsoring management. Most, if not all IT Service Management (ITSM) ini9a9ves are inside-out, placing an undue bias on internal processes and measures, at the expense of a focus on customer outcomes and sa9sfac9on. They typically involve the implementa9on of an onerous best prac9ce framework, the reengineering or replacement of processes, and deni9on anew of services, all without due considera9on of the customer experience. Some survive temporarily on the promise of future benet. All are vulnerable as projects of being re- priori9zed or abandoned. Very few actually know the key concepts, ar9facts and policies to include in their plans, or how to target a system, and transforma9on method, that is customer centric, and based upon a self-funding, con9nuous improvement approach.

The USMBOK Founda9on Class

Universal service management represents the proven methods used by todays most successful service business to deliver and support an excellent and dieren9a9ng service experience. They recognize The path to service excellence is thru managing the service experience, and the path to opera9onal excellence is through understanding what you will excel at, and what you will not, and seing expecta9ons accordingly. Outside-In Thinking starts with asking why?. Why do you do the work you do? How does what you do help customers achieve the outcomes they desire? It ensures you and your organiza9on learn to see' and make decisions from a customer perspec9ve. The Universal Service Management Body of Knowledge Founda9on class introduces and explores the combina9on of universal service management and outside-in thinking and how they are applied to ensure an organiza9on and its services are customer centric and relevant. The lesson units and topics covered in this class include:

The service society The service experien9al economy The management impera9ves Bad habits of inside-out thinking The outside-in discipline The outside-in, inside-out con9nuum Managing the service encounter Customer expecta9on and experience management Managing the service experience The service quality model for service management Service Management Elements of a service management framework University The service product The service management system The service request and its pathway through the system The nine enabling and suppor9ng lifecycles The service provider organiza9on concept Three common service models The role con9nuum The seven knowledge domains and forty knowledge areas The workforce management system The consumer management system The service excellence system Where to start a transforma9on or con9nuous improvement ini9a9ve.

As a result of alending this class you will be able to establish, operate and con9nuously improve a service management system and organiza9on focused on your customer, the outcomes they desire, and the experience you have co-designed. The class prepares each alendee to successfully alempt the 100 ques9on USMBOK Founda9on mul9ple-choice examina9on, and earn and professional development credits towards creden9als within the Service Management Qualica9on Scheme, oered by the Service Management Society. This class is eligible for 18 professional development units.

Member of the Interna9onal Best Prac9ce Library

SERVICE MANAGEMENT 101 - 15 PARADISE PLAZA #142, SARASOTA FLORIDA - PHONE: (941) 343.3142 VISIT: WWW.SERVICEMANAGEMENT101.COM OR EMAIL US AT INFO@SERVICEMANAGEMENT101.COM