Welcome to Part 1 of the Unified Service Management (USM) revolution, where we explore a game changing approach to managing and delivering services that can transform your organisation! In this insightful session, industry experts delve into how USM seamlessly integrates various service management practices into a cohesive method. Discover how this innovative strategy can drive efficiency, enhance service quality, and ensure alignment with your business objectives.
Welcome to Part 2 of the Unified Service Management (USM) revolution, a comprehensive approach to managing and delivering services that can revolutionize your organization. Learn how USM integrates various service management practices into a cohesive method, driving efficiency, enhancing service quality, and aligning with your business objectives. The USM Method offers a universal definition of “service”, crucial for interoperability across teams and organizations. This enables structured service management strategies and smart tool configurations. The Expert Panel at the second USM Revolution event will address fundamental questions on the concept of “service” for enterprise sustainability.
Welcome to Part 3 of the Unified Service Management (USM) revolution. APMG and expert panelists explore the concept of architecture in IT, focusing on how it ensures compatible and sustainable solutions. Architecture involves principles, clear vocabulary, reusable building blocks, and rules for design. USM defines the role of the architect as someone who oversees these components, but not the actual designer or builder. Additionally, we discuss Systems Thinking in USM, emphasizing the importance of addressing all system components for optimal performance, especially in the context of service management systems, which integrate technology and management for effective service delivery.
Welcome to Episode 4 of our Unified Service Management (USM) webinar series! In this episode, APMG and expert panelists explore the Universal Process Model and its critical role in transforming your service management approach. Discover how USM integrates various service management practices into a unified framework, enhancing efficiency, improving service quality, and aligning with your organization’s objectives. We’ll dive deep into the Universal Process Model, discussing its structure and how it can be implemented to optimize your service management systems. Learn how USM can revolutionize your organization by ensuring sustainable, compatible solutions that integrate technology and management for effective service delivery.
In Part 5 of The USM Revolution, our expert panelists explored how the Universal Service Management (USM) framework helps organizations streamline service delivery. By optimizing workflows, value streams, customer journeys, and capabilities, USM enables consistent and efficient operations. Key topics included: 1 Integrating people, processes, and technology into standardized workflows.
2. Understanding value streams and customer journeys from both provider and customer perspectives.
3. Leveraging USM’s process model and workflow templates for improved alignment.
4. Enhancing performance through aligned capabilities and automated routines.
Final part, number 6 of The USM Revolution. Services can only meet customer demand effectively when they are delivered systematically. But the big question remains: “How do we organize our organization?” The answer lies in viewing your organization as a system, enabling you to organize service delivery systematically. In this episode of the USM Revolution, we explore how the USM Method helps organizations establish a structured, systematic approach to service delivery. Hosted by:
- Nigel Mercer – APMG International
Joined by:
- Jan Van Bon – Chair and lead architect, SURVUZ Foundation
- John Worthington – Principal, MyServiceMonitor, LLC
- Sönke Nissen – Service Culture, Germany
- Pieter Hoekstra – Founder & Managing Partner (Begrip)
- Mikko Korhonen – Samvais, Finland