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The Guide to USMBOK organises, distils and provides ready access to a core body of knowledge for service management that can be universally applied within service provider organisations. The guide provides a singular, coherent and consistent approach to the development of a service management system.
The guide codifies and connects the numerous elements of a service management system, service organisation and operational elements. It enables the leveraging and exploitation of many disparate information sources, standards, and industry frameworks.
The author, Ian Clayton, has collected the experiences of organisations, service managers, and service professionals into one document, USMBOK Guide. Ian integrates these experiences with his own hard-won experiences and know-how, to present a common lexicon of generally accepted definitions, concepts, methods and best practices that span the customer-infrastructure continuum - USMBOK Guide
The topics discussed within this guide include:
- The fundamental concepts, theories and mechanics of services, service management systems, service provider organisations, and their product management relationship and heritage,
- The concept of Holistic Service Management and the key elements of a service management system,
- The fifteen stages of the service lifecycle, critical artefacts, key inputs and outputs, major activities performed in each stage,
- The nine enabling and supporting lifecycles (Requirement, Request, Asset, Quality, Revision, Change, Release, Support and Event),
- Seven knowledge domains representing key roles that span the customer-infrastructure management continuum,
- 40 knowledge areas, each representing key skills, abilities and practice-based competencies required,
- Over 650 best practice statements representing common sense do’s and don’ts.
This guide is ideal for students, practitioners, managers, instructors and those seeking professional qualifications. Whether establishing a service management system for the first time, or revisiting, enhancing or upgrading an existing strategy, this is the guide you need!
Peer Reviews:
'The USMBOK is an amazing achievement. Codifying what is in your head may sound like a good idea but try doing it, the size of the challenge for service management is immense. For Ian to have been able to take the time to do this is one achievement, but to make it coherent is another entirely! Ian has codified and documented a coherent body of knowledge for service management that is practical, clear, and that provides a genuine ‘how to’ starting point for the general, and IT service management professional. If I had a hat, I would take it off to him.'
Brian Johnson, Vice President, CA Inc and ITIL® Author & Pioneer
'… this is the definitive text on the elements of a service management system written in plain English. It is a must for anyone in the service management profession looking for a singular guide to help them and their service organisation gain added value and enhanced organisational performance.'
Kenneth Gonzalez, Product Team Lead, Data Center Transformation Symantec Corporation.
Key Features and Benefits:
- Provides a comprehensive 'rosetta stone' and body of knowledge for a service management system and associated service organisation. This enables improved deciphering and leveraging of many disparate information sources, standards, and industry frameworks, including the IT Infrastructure Library®, COBIT, and the Microsoft Operations Framework (MOF), for the benefit of your organisation.
- Unifies the information technology and enterprise views of service management under one common reference. It relates key principles to their pre-existing counterparts found in product management, IT service management, and product marketing. Significantly reducing the risk and effort associated with traditional service management initiatives.
- Offers a consistent and detailed codification of the elements of a successful service management system, and the roles and key skills required within a service provider organisation. Enabling better alignment of service provider and customer corporate goals, higher quality operations, and improved efficiency.
Here are the contents of this book, plus a sample of the content.
Author: Ian M. Clayton
Publisher: Tahuti Enterprises Publishing
ISBN 10: 0981469108
ISBN 13: 9780981469102
Pages: 463
Format: Softcover
Published Date: 2008
Availability: In Stock
Acknowledgement of OGC Copyrights.
Order your copy of USMBOK Guide today!