The USMBOK®
The USMBOK (Universal Service Management Body of Knowledge) is a comprehensive guide and framework for service management that aims to provide a universal and holistic approach applicable across various industries and service domains.
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Table of Contents
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Overview
23 Chapters
600+ Pages
The Guide to the USMBOK is a core reference within a series of publications. First published in 2007, the Guide organizes, distills, and provides ready access to a core body of knowledge for service management, universally applicable to any service business or service provider organization, including an IT organization.
It consists of over 600 pages, detailing seven knowledge domains representing key practice areas across the customer-infrastructure management continuum, 42 knowledge areas representing capabilities and competencies, including Intelligent Automation and the new Generative AI discipline.
In its first 2007 edition, the Guide introduced 'outside-in' thinking, and the application of lean thinking to service management, whilst explaining the key elements of a service management system applicable to any service business.
It also included the discipline fo 'service experience design', explaining how customer journeys' service blueprints, and the seven key 'moments of truth' are used to pursue customer centricity.
The Guide also included a 15-stage service lifecycle, from opportunity and ideation, to retirement, which predates ITIL®, and is based upon the product management concepts now at the core of IT4IT®, detailing inputs, major activities, the interoperate of service management system capabilities, and outputs for each stag
It defines key enabling lifecycles that include Ideation, Requirement, Request, Support, Quality, Asset, Release, Revision, and Improvement, that support the main service lifecycle.
The Guide provides a common lexicon with over 2000 definitions of concepts and artifacts, and over a thousand best practice (do/don't) statements.
With all this, the USMBOK aims to offer a singular, coherent, and consistent approach to delivering and supporting people and customer centric products and services for any service business or service provider.
It is the definitive reference for service management professionals.
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