Learning Topic

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1. CASA - Centricity, Accountability, Synchronicity, Agility - Operational Context
1. Introduction to Roles and Responsibilities
1. Introduction to the USMBOK Service Management Framework
1. Knowledge Domains (Roles)
1. Management of Service Incidents
1. Qualitative Measures
1. Service Provider Organization (SPO) - Business Model and Key Responsibilities
1. Supporting Lifecycles - Role in Service Lifecycle
1. The Authorized Incident Response (AIR) Plan
1. The Dawn of Customer Centricity and the Thank You Economy
1. The Four Phases of Major Activity
1. The Relationship Between an Incident and a Complaint
1. The Spark - Origins of Incident Management
1. The Unnecessary Confusion Between an Incident and a Problem
1. Traditional IT Service Management (ITSM)
1. What is 'Outside-In' Thinking, its Origins and Key Principles
1. What is a 'manifesto'?
1. What is a 'related knowledge area'?
1. What is a "Consumer"?
1. What is a Body of Knowledge (BOK)?
1. What is a Change?
1. What is a Configuration?
1. What is a Service Management Reference Model?
1. What is an 'Imperative'?
1. What is Service Change Management?
1. What is Service Configuration Management?
1. What is Service Incident Management?
1. What is Service Problem Management?
1*. Satisfaction Pyramid
1*. Service Product: Consumer Value Hierarchy and Packaging
1*. The Service Management System Architecture
10. Assign
10. Elements of a Workforce Management System
10. Internet of Things (IoT)
10. Organizational Transformation - Key Roles, Core, Non-Core, Front, Back
10. Performance Management, its Framework and Taxonomy
10. Service Access Points
10. Service Change Lifecycle
10. The Service Ecosystem
10. Zone of Tolerance
11 Recruitment and Talent Management
11. Diagnose and Analyze Cause
11. Emotional Genie and Levels of Satisfaction
11. The Digital Consumer and Productivity - Microsoft's Future Vision
11. The Service Portal
11. Transformation Program - Roadmap Elements
11. What is Service Delivery and Service Support?
110. Service Consumer Management
12. Infrastructure and Operations Management
12. Operational Excellence
12. Recover
12. Service Catalog
120. Service Fulfillment Management
13. Resolve
13. The Service Request
13. Workplace Culture
13*. The Continuums (Outside-In, Inside-Out and Role)
130. Service Quality Management
131. The SERVQUAL Model
132. The RATER(S) Model
14. Compensation and Benefits
14. Restore
14. Service Request Catalog
14. What is Excellent Performance?
140. Service Delivery Management
15. Career Development and Training
15. Citizen Response and Service Request Management (SRM) Systems
15. Complete
15. Golden Rules for Service Management
150. Gap Analysis
150. Service Operations Management
151. The PIBO Model
152. Example Problem Statement
153. Example Impact Statement
154. Complaints
155*. Pillars of Support
156. Service Recovery
157. Service Recovery Paradox
158. Service Recovery Program
159. Service Recovery System
16. Close
16. Legal and Contracts Management
16. The Service Calendar
16*. Elements of a Service Management System
160. Complaints, Issues and Problems
160. Support Experience Lifecycle
161. Perfect Order Score
17. Report
17. The Service Priority Schema
170. Service Infrastructure Management
18. Lifecycle Concepts
180. CAPA/AAFA Guidelines
180. Service Value Management
19. The Service Lifecycle
190. Introduction to Continuous Improvement
19a. Key Questions When Defining Your LOV
2. Body of Knowledge (BOK) Building Block
2. Business Planning Framework (BPF)
2. Common Characteristics of a Change
2. Common Characteristics of an Incident
2. Elements of the Magic Number 42
2. Example Related Areas of Knowledge - Reference Model
2. Goals and Objectives of Service Change Management
2. Goals and Objectives of Service Configuration Management
2. Goals and Objectives of Service Incident Management
2. Goals and Objectives of Service Problem Management
2. How to Interpret the Major Activity Information
2. Quantitive Measures
2. Reference Model Building Blocks
2. Service Product Positioning
2. Service Requirement Lifecycle
2. Standardization
2. The Digital Age - Factoids
2. The Incident Model
2. The Relationship Between Incidents and Problems
2. The Role of the Incident Manager
2. Things in Common - The Consumer Scenario
2. Traditional ITSM is Failing - Why?
2. What is a 'Service Management Manifesto'?
2. What is a Configuration Item?
2. What is a Service?
2.1*. Outside-In, Inside-Out Continuum
2.2*. Traditional ITSM and ITIL® is Inside-Out
2.3. Positioning Popular Sources
2*. Common Management Imperatives
2*. Imperatives - CASA Centricity, Accountability, Synchronicity, Agility
2*. Outside-In, Inside-Out Continuum
2*. Service Product (The Offer)
2*. The Service Management Role Continuum and Taxonomy
20. Purpose and Elements of the Consumer Management System
20. Work Order Management
200. Scorecards and Dashboards
20a. Enterprise Model
20b. Customer Model
20c. Service Model
21. Consumer Channel Management
21. Service Broker
22. Consumer Journey Management
221. Generic Service Model
222. Specialized Service Model
223. Personalized Service Model
23. Consumer Touchpoint Management
23. Service Integration
24. Consumer Community Management
24. Service Customization
25. Consumer Feedback Management
25. Service Arbitrage
26. Consumer Intelligence Management
26. Service Innovation
3. Business Imperative of IT
3. Common Problems with Managing Changes
3. Common Problems with Managing Configurations
3. Common Problems with Managing Incidents
3. Consumer Journey and Consumer Scenario
3. Consumerization of IT (CoIT)
3. Detect
3. Elements of a Change Management System
3. Elements of a Configuration Management System
3. Facilities and Resources
3. Financial Measures
3. How the USMBOK Helps Build Your Preferred Reference Library
3. Inside the Manifesto - the Five Perspectives
3. Inside-Out Indicators
3. Key Concepts of Service Incident Management
3. Key Concepts of Service Problem Management
3. Major Incident
3. Operating Model
3. Positioning Statement
3. Service Management Functional Backbone - Overview, Key Roles, Operation
3. Service Management System
3. Service Request Lifecycle
3. Stages of Customer Expectation
3. The Concept of the Impact Switch
3. The Relationship Between Containment and Workaround
3. The Role of the Incident Coordinator
3. The USMBOK
3. What is a Product?
3*. Outside-In Thinking - A Very Different Approach
3*. Performance Management Framework (PMF)
4. Adopting a Customer Centric Culture
4. Control Barrier Analysis
4. Elements of a Problem Management System
4. Enable Outside-In Service Management 12-Step Program
4. IT - Invisible Technology - "It Just Works"
4. IT Management Imperatives
4. Manifesto Guiding Principles
4. Outside-In Thinking
4. Overview of Major Activities in Service Incident Management Lifecycle
4. Overview of Major Activities in the Service Change Management Lifecycle
4. Overview of Major Activities in the Service Configuration Management Lifecycle
4. Perceptual Map
4. Personas and Common Generic Personas
4. Recognized Sources of Change
4. Record
4. Related Areas of Knowledge used by the USMBOK
4. Service Planning Process
4. Service Provider Organization (SPO)
4. Service Quality Lifecycle
4. The Incident-Problem-Change Lifecycle
4. The Role of the First Responder
4. The USMBOK Unification Model
4. Types of Change (USM640)
4. Using the Reference Model for Improvement
4. What is a Problem?
4. What is Incident Management? (Definition and Historical Timeline)
4. What is Service Management?
4*. Consumer Scenario
5. Classify
5. Common Problems with Managing Problems
5. Common Types of Service Models
5. Containment
5. Elements of an Incident Management System
5. Industry Analysts are Warning IT Organizations
5. Modern Service Management
5. Overview of Major Activities in the Service Problem Management Lifecycle
5. Service Event Lifecycle
5. Service Management Plan
5. Service Request, Scenario Driven Approach
5. The Digital Consumer
5. The Role of the Incident Agent
5. The Service Management University™
5. Themes, Epics, the Service Encounter and Episodes
5. Type of Change (USM640 Service Change Management)
5. Vital Mission Activity (VMA)
5. What is Configuration Management?
5. Workforce Management System
5.1. Managing 'a service' versus Managing 'service'
5*. Service Excellence
6. A Modern 'Service Strategy' (Nano-Level)
6. Consumer Management System
6. Customer Service Plan
6. Factors Influencing the Success of a Change
6. Identify
6. Recognizing the Sources of Problems
6. Service Experience Design Workshop - 12 Steps - How It Works
6. Service Support Lifecycle
6. Service Support Models
6. The Role of the Support Specialist
6. The Story, its Elements and an Example
6. USMBOK Reference Model
6. What is Customer Satisfaction?
6. Workaround
6*. Everyone Must Be Able to Answer - 4 Key Questions
6*. Service Encounter
60*. Service Excellence
7. Elements of an Experience
7. Service Fulfillment Plan
7. Service Request Lifecycle Stages for an Incident
7. Service Revision Lifecycle
7. Soliciting Customer Sentiment and Level of Satisfaction
7. The Experiential Economy
7. The Script - Consumer and Provider Perspectives
7. The Types and Costs of Problems
7. Translate Theory into Practice - One Scenario at a Time
7. Verify Entitlement
7. What is Change Management?
7.1*. Common Thread - 'CASA' Centricity, Accountability, Synchronicity, Agility
7*. Imperatives - CASA Centricity, Accountability, Synchronicity, Agility
7*. Performance Excellence System
8. Escalate and Notify
8. Feedback to Planning and Strategy
8. Key Methods
8. Outside-In Approach - Integrating with Existing Initiatives
8. Service Plan
8. Service Release Lifecycle
8. The Service Experience Design Map
8. The USMBOK Service Management Brain
8. What is Problem Management?
8. What is Service Alignment?
8*. Satisfaction Pyramid
80*. Operational Excellence
9. Best Practice and the Practice Lifecycle
9. Enable Outside-In Service Management Workshop Catalog
9. Moments of Truth (MOT) and Moments of Need
9. Prioritize
9. Responsive Portals, Delivery Channels, and Touchpoints
9. Service Asset Lifecycle
9. Service Management Decision-Making Framework
9. Service Portfolio
9. Support Experience Lifecycle
9. Transaction-Based Services
9*. Outside-In Thinking - A Very Different Approach
9a. Enable Outside-In Service Management 30-Day Workstream Elements
9b. Enable Outside-In Service Management 30-60 Day Workstream Elements
9c. Enable Outside-In Service Management 60-120 Day Workstream Elements
Core Roles of the Service Management Office (SMO)
Modes of Operation (Active)
Modes of Operation (Passive)
Role of the Process Owner and Process Manager
Role of the Service Manager
Role of the Service Owner
Service Management Framework - Extended View
Service Management Office (SMO) - Integration
The Event-Alert-Incident Lifecycle
What is a Body of Knowledge (BOK)?

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