Overview: Unified Service Management (USM) Foundation
Unified Service Management (USM) Foundation course provides an in-depth understanding of the Unified Service Management method, essential for managing service organizations across various domains. Through this course, participants will learn how to apply the Unified Service Management principles to enhance service delivery and drive organizational improvement.
By completing the Unified Service Management (USM) Foundation course, participants will be fully equipped to implement Unified Service Management strategies that improve efficiency, quality, and consistency within their service organizations. This course is the key to mastering Unified Service Management and advancing your career in service management.
Course Details
Course Code: Unified Service Management (USM) Foundation; Duration: 2 Days; Instructor Led
The USM Foundation course offers an in-depth exploration of the Unified Service Management (USM) method. This structured approach aims to standardize and simplify the complexities of service management across technology, processes, and organizational boundaries. It empowers professionals with the knowledge and tools to efficiently manage services and enhance organizational capabilities.
EXAM INFO
- 60 minutes duration
- Multiple choice
- 40 questions
- 26/40 required to pass
- Closed book.
CERTIFICATE
- Unified Service Management (USM) Foundation
Audience
Designed for all service organizations from ICT to HR, telcos, healthcare, public services and more—seeking uniformity and customer excellence using internal resources without heavy reliance on consultants. It targets managers and employees involved in organizational improvement.
Prerequisites
While there are no strict prerequisites, familiarity with basic service management concepts is advantageous. The course is designed to accommodate participants with varying levels of knowledge and experience in service management.
Methodology
The course methodology is meticulously designed to balance theoretical knowledge with practical application. It begins with a foundational understanding of service management principles, gradually moving towards the specifics of the USM method. Interactive workshops, case studies, and real-world examples are integral, facilitating hands-on experience with USM tools and techniques. Participants are encouraged to engage in group discussions and problem-solving exercises, fostering a collaborative learning environment.
Course Objectives
At the end of this course, participants will learn:
- Acquire comprehensive knowledge of the USM framework and its application in improving service management practices.
- Understand and apply the five core USM processes for integrated and effective service management.
- Master the eight USM workflows, enabling seamless operational activities across different service areas.
- Learn to leverage USM for achieving higher service quality, operational efficiency, and customer satisfaction.
Outlines
Foundation principles of managing services, including the alignment of technology, processes, and people to deliver value.
Detailed exploration of the USM architecture, focusing on its simplicity, adaptability, and effectiveness in various organizational contexts.
Strategies for integrating core processes and standardizing workflows to enhance service delivery and management.
Examination of the technological underpinnings of USM, including the role of tools in supporting the USM processes and workflows.
Guidance on implementing USM within an organization, including change management, performance assessment, and continuous improvement.
