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Unified Service Management, an introduction

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This book is the study guide for the APMG USM certification, endorsed by the SURVUZ Foundation.

IT Governance & Service
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USM has helped our organization to look at our processes unambiguously and from a structure. Although this has led to better clarity in responsibility, structured workflows and more efficient (chain) collaboration, the organization is particularly pleased with the model itself. The peace and simplicity of USM provides us with cohesion and understanding about complex issues in a very dynamic environment.

Hans van Wijhe, Director of Operations, Unica Group

The USM method offers us concrete tools to organize and set up our service management. The straightforward approach of the USM method toward something that has been made complex by many best practices is brought back to the core. Applicable within Pieter van Foreest in its facility service processes. USM is a way of thinking and doing.

Gerton Kotterman, service manager ICT Healthcare, Stichting Zorginstellingen Pieter van Foreest

The service management architecture, processes, workflows and the principles embedded in the USM method are, compared to other methods, clear, understandable and easy to apply. The USM method therefore helps me to explain things simply and clearly in conversations with customers about setting up and improving their services and service catalogue.

Hans van de Snepscheut, Manager at Acknowledge ICT Services

Unified Service Management, an introduction

by Jan Van Bon
Table of contents

1    Introduction

2    Positioning USM    

3    Service delivery

4    The service provider

5    The USM process model

6    The USM processes

7    The service organization

8    Technology resources of the service organization

9    Deploying the USM method

About this book

This book shows how any service organization can manage its service delivery or design its service management architecture with a management system of no more than 5 processes and 8 workflows, to improve the cooperation of teams and organizations in service ecosystems.

USM specifies a universal, methodical way of managing service delivery. The USM method provides a standardized Service Management System for a service organization to manage its people, its technology resources, its routines, and its services in a sustainable way. It provides the concept of the link for the interoperability of actors in infinite supply chains and service ecosystems, within or between organizations.

USM can be used in any service organization and team of any size and in any line of business. The method offers an easy-to-learn approach to service management, based on business principles. All those service organizations can quickly, easily and inexpensively set up and integrate their routines, their organization, and their tooling, with the help of the USM method. In doing so, they lay the foundation for a customer-focused, continuously improving organization.

USM provides the perfect support for an Enterprise Service Management strategy, enabling techniques like Agile, and LEAN, and USM is the perfect partner of popular practice-based frameworks such as ITIL, COBIT, or FitSM. With USM, you can set up a Shared Service Center across multiple task domains, in a smart and sustainable way.

This book is both a practical and a textbook book for universities and business schools. 

Readers of the USM book will receive (free) access to a complementary online USM Reader Library on the USM portal, with additional information and the latest additions, cases, and illustrations.

Once you’ve learned to see the world through USM eyes, service management will never be the same again. 

Key features: 

•    Supports any framework of best practices or any combination of frameworks in an effective and sustainable way

•    Enables your organization to become compliant with any external standard, with less than half the normal effort

•    Specifies a unique Service Management Architecture for a sustainable service delivery

•    Optimizes the use and reduces the cost of your management tooling in unparalleled ways

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Unified Service Management (USM)

IT Governance & Service

Jan Van Bon

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Since the late 1980’s, Jan van Bon has been deeply involved in the development and dissemination of knowledge in the field of Service Management. He organized many conferences, and produced hundreds of books and articles on service management topics, with an international team of thousands of authors and reviewers. He is the Chair of the SURVUZ Foundation, a non-profit organization that governs the USM Method.