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The Guide to the Universal Service Management Body of Knowledge : a comprehensive guide to concepts and methods for delivering a superior service experience by Ian M. Clayton is a book available to read on EtoBox.

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The foremost responsibility of a service management professional is to understand the working elements of a service management system and service organization, and how they inter-operate to manage the customer experience and produce successful customer outcomes. Presented as a body of knowledge, the Guide to the USMBOK provides a comprehensive blueprint and vital reference to help the service management professional in successfully achieving this responsibility. The USMBOK defines service management as a systematic method for managing the provision of services to customers at a known quality and cost, focusing on the customer's desired results and satisfaction, and in doing so details the elements of a service management system, ? The business planning & performance management frameworks ? The enterprise, customer and service models ? The 15 stages of a service lifecycle ? The policy management framework ? The governance framework ? The service transaction engine ? Supporting lifecycles that request, requirement, quality, asset, revision, change, release, event, and support For the provider organization the Guide uses outside-in thinking to explain how service encounters, moments o

Author

Ian M. Clayton

Publisher

Service Management 101

Published

2008

Language

EN

ISBN

9780981469102

Rating

4.6 / 5 (5 ratings)

Updated

2026-03-14