The Guide to the Universal Service Management Body of Knowledge: A Comprehensive Guide To Best Practices For Managing The Provision of Services | by Ian M. Clayton | ISBN: 9780981469102. USMBOK Reference. IT Service Management. Service Management System

December 6, 2009 by kutenk
Filed under: Business Books 

The Guide to the Universal Service Management Body of Knowledge: A Comprehensive Guide To Best Practices For Managing The Provision of Services

by Ian M. Clayton
ISBN:9780981469102

Providing ready access to a core body of knowledge for service management, this guide presents a common lexicon of generally accepted definitions, concepts, methods and best practices that span the customer-infrastructure continuum.

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The Guide to the Universal Service Management Body of Knowledge—A Comprehensive Guide To Best Practices For Managing The Provision of Services







Preface to the This Edition
How this book is organized
Introduction
Audience for the Guide to the USMBOK™

Introduction to the concept of a ‘Body of Knowledge’
What is a Body of Knowledge?
The Universal Service Management Body of Knowledge




Overview of the Service Management Areas of Expertise
Overview
Universal Service Management Body of Knowledge
Standards & Regulations Knowledge Area
Related Bodies of Knowledge Area
Service Environment Knowledge Area
General Management Knowledge Area
Interpersonal Skills Knowledge Area
Program and Project Management Context

Introduction to Service
What is a Service?
What is Service Management?
The Enterprise Model
The Customer Model
The Service Model
Vital Service Equations
The Hidden Cost of Quality – Support Services
Three Key Constituencies
The Influence of ‘Asymmetric Information’
The Influence of Formal Contracts
The Special Case of ‘IT Misalignment’
The IT Organization’s Response – IT Service Management
Golden Rules for Service Management
Holistic Service Management




The Service Management System
Introduction to the Service Management System
Service Management System Elements
The Service Lifecycle
The Service Requirement Lifecycle
The Service Request Lifecycle
The Service Provision Lifecycle™
The Service Operations Lifecycle
Operations Governance Framework
The Service Event lifecycle
The Service Support Lifecycle™
The Service Revision Lifecycle
The Service Release Lifecycle
The Service Change Lifecycle
The Service Performance Framework

The Service Organization
Service Management Knowledge Domains
Service Management Knowledge Areas
Introduction
Service Customer Management
Governance & Regulations Management
Service Fulfillment Management
Service Quality Management
Service Delivery Management
Service Operations Management
Service Infrastructure Management
Service Value Management
Service Lean Thinking
Service Knowledge Management

Governing Service Lifecycle Activities
USMBOK Extensions
Appendix A – Bibilography

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