We live in a service society, where our experiences using products and services, and interacting with the businesses and organizations delivering and supporting those services, shapes our view of value, defines our levels of satisfaction, and acts as the basis for loyalty and advocacy.
Experiences are the latest economic offering, as distinct from services as services are from goods. The customer experience of encountering products and services or interacting with a representative of the service provider organization, and the emotions this invites, is at the heart of customer satisfaction and service provider success.
Service management was, and is, a systematic method for managing the provision of services to customers based upon a known quality, cost, their desired outcome, level of customer satisfaction, and management of the customer experience.
The USMBOK (The Universal Service Management Body of Knowledge) details a comprehensive set of service management thinking and methods, universally applicable to any service business, including an IT organization managed as a service provider. With its concepts and methods rooted in product management, it is universally applicable across service industries and can also act as a transformation method for any organization wishing to change and operate as a service provider, especially an information technology (IT) organization.
For more information regarding USMBOK (e.g. information regarding the USMBOK publications, content, training, consultancy) please visit www.servicemanagement101.com
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