USM Unified Service Management Foundation Self-Paced eLearning

USM Foundation Self Paced Online -course takes the two-day USM Foundation classroom training in to flexible online course, that teaches participants how to set up organizational governance in a simple way with no more than 5 processes and 8 workflows. The USM Foundation training is an eye-opener, even for seasoned experts. After a USM training, you will never look at service management the same way again. The movement for an organizational improvement project to get all noses in the same direction. Those who successfully pass the USM Foundation exam can be included in the USM register.

Benefits

With the USM method you will learn:

• How the service organization defines our services unambiguously and systematically, for example for the service list (Service Catalogue)?
• How does the service organization agree on services unambiguously with the customer, internal teams and partners (service production chain)?
• How to deal with the SLA/OLA/UC jungle?
• How are services delivered and managed unambiguously and systematically? How many processes and workflows are needed?
• If the service organization already uses ITIL/CoBIT/ISO20000/DevOps/SAFe …How does USM help?
• How can USM method be applied to services other than IT? (Enterprise Service Management?)

Employees learn to understand each other better with USM. Standardization of routines (across multiple disciplines and organizational units) is now within reach and supporting tools are easier and more effective with USM.

Created and developed by the SURVUZ Foundation, Unified Service Management (USM) creates a systematic approach to service management. If your organization provides a service, USM provides a standardized process for managing people, processes, technology and services.

USM is an easy-to-use methodical approach based on business principles and functions. A service organization using USM has only five processes for the service organization's total of eight workflows. With this clear and simple starting point, every USM provider can quickly manage their work and configure tools efficiently. USM does not exclude other service management frameworks and standards, but complements their advantages in a concrete and straightforward way.

Target audience

Service organizations that want to work in a uniform way, according to the latest insights, with an easy-to-learn and logical working method.

The USM Foundation training can be used for all facility service providers (from ICT to building management, from human resources to security and cleaning), but is equally applicable to service organizations from the 'primary' domain: municipalities, telcos, healthcare institutions, etc.

Organizations that strive for Customer Excellence, and want to be able to realize that with their own employees, without excessive dependence on external consultants, can find a paved road to that goal with USM. Participants in the training are both the managers responsible for the organizational improvement project and the employees who must learn to work in an organization that uses the USM method.

Contents

USM training emphasizes the process-driven design of the service organization and its routines, based on the belief that processes are the shortest and most efficient path to the goal relevant to the customer. However, USM goes one step further and focuses entirely on the workflows that ultimately organize the work. Organizations that have a strong focus on hierarchical or project-based routines - or even have based their organizational structure on them - can gain a lot in effectiveness and efficiency with this.

• How is the maturity of a service measured in terms of value creation?
• How does USM relate to traditional best practice frameworks?
• The basics of service delivery and the interaction model between the customer and the service provider
• the service provider's structure, resources and routines
• USM process model
• 5 USM processes and 8 USM workflows
• Building a service organization
• Technology resources of the service organization
• Implementation of the USM method

Exams

Testing of the knowledge of USM takes place with the USM Foundation Exam. Successful candidates may be registered (with their consent) in the USM Registry.

Duration and study load

USM Foundation Self Paced e-Learning is offered as a full self paced online learning experience, combining flexibility with the same accredited content that a classroom based training has. Suggested study time is a minimum of 16 hours, to reflect the 2-day classroom training.

During this self paced e-learning, student is supported by video lectures of a certified USM trainer, and exercises and quizzes that help students to practice their skills.   

Prerequisites

No specific prior training is required. The USM method is easy to learn. Reading the book "The USM Method" in advance will enhance the effect of the training.
The SURVUZ Foundation owns the copyright of the training material.