An enterprise service management system drives continual improvement, and for many this mountaintop seems far away. But a standard management system for the enterprise can be established one rock at a time.
The Unified Service Management Method’s universal approach to defining ALL services — along with 5 processes and 8 workflows that apply to ALL service providers — create uniform building blocks that enable a simple, sustainable service management system to be achieved incrementally over time.
Today’s service delivery involves complex ecosystems that involve multiple services within a larger supply chain or network. Regardless of where they are within this chain or network, every service organization performs the same activities to manage their part of the service.
Whether the provider is delivering an integral (i.e., end-to-end) service or is part of a larger network of services, they each strive to convert customer needs into predictable performance using people, processes, and technology.
All providers will make changes, handle incidents, deal with customer wishes and manage risk. Who and how they accomplish these activities will vary, but these routines can be structured in a uniform way that simplifies their management.
This enables an organization the flexibility to use the USM method anywhere in the enterprise, and incrementally expand it over time. USM provides a level of standardization and interoperability that allows for changes to procedures and work instructions without re-work, so as your service ecosystem changes or your ecosystem providers add new practice frameworks you don’t have to re-invent the wheel.
This provides a service management system that can be built and maintained — one rock at a time — using simple, standardized and sustainable service management building blocks.