Service Management Brain (Powered by USMBOK)
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Welcome to The USMBOK Service Management Brain™
Learning Lesson
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*1. What is Performance Management?
*2. The Performance Management Framework
*3. The Performance Management Taxonomy
*4. The Performance Excellence System
*5. Performance Excellence - Balanced Strategy
0. Introduction to this Course (USMCI0)
0. Introduction to this Course USM350 Performance Management
0. Introduction to this Course USM540 Service Incident Management
0. Introduction to this Course USM550 Service Problem Management
0. Introduction to this Course USM640 Service Configuration Management
0. Introduction to this Course USM650 Service Change Management
0. Introduction to this Course USMOXX (SPO)
0. Introduction to this Course USMX90 SMO
1. An Introduction to Service Management
1. An Introduction to Change Management
1. An Introduction to Configuration Management
1. An Introduction to Problem Management
1. Concept and Role of the Service Management Office (SMO)
1. Introduction to Incident Management
1. Principles of Service Incident Management
1. The 6C Business Model
1. What is Outside-In Thinking?
2. An Introduction to Service Change Management
2. An Introduction to Service Configuration Management
2. An Introduction to Service Problem Management
2. Introduction to Service Incident management
2. Modes of Operation (SMO)
2. Origins and Genealogy
2. Scope of Operation
2. The Service Broker Responsibility
2. What is Service Management?
3. Core Principles of Outside-In Thinking
3. Core Roles of the Service Management Office
3. Roles and Responsibilities
3. Service Aggregation Responsibility
3. Service Management: Origins, Pioneers and Genealogy
4. Key Artifacts
4. Operation of the SMO within the Service Management Functional Backbone
4. Outside-In Thinking, A Very Different Approach
4. Service Integration Responsibility
4. Service Management: Core Concepts
5. Concepts and Methods
5. Service Management: Purpose and Use
5. The Service Customization Responsibility
6. Key Inputs
6. The Service Arbitrage Responsibility
7. Key Outputs
7. The Service Innovation Responsibility
8. Major Activities
8. SPO Prevailing Governance
9. Key Performance Measures
9. Role Continuum and Role Taxonomy (SPO)
USMBOKF-00: Primer - What is Service Management?
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
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