Service Management Fundamentals (also USMBOK™ Foundation)

Course details

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).