Here’s some resources which I’ll keep updated as best I can. If there’s something else you’re looking for send me an e-mail.
Rolling Uphill Video
USM Self-Driven Workshop This will take you to the video series that replaced the FREE live online monthly USM Workshops that provide an overview of the USM method. These are now available on-demand AND NOW on YouTube! – Self-Paced Workshop Series on YouTube
I also encourage people to visit my LinkedIn site, which has a number of articles on the USM method.
Downloads
Here are some links to eBooks, free downloads and other publications.
Rolling Uphill eBook
Transformation and Zero Trust White Paper
Introduction to the Unified Service Management Method
The book is available on Amazon here, or you can access the USM Portal and view the Library (free) or the Repository (subscription required).
Simplifying Government Services: Avoiding the Slippery Slope
Just a short eBook about process vs practice.
Customer Expectation Management, Success without Exception – Terry Schurter
Jobs to be Done Theory
Service Management’s Missing Link White Paper
/
(Establishing a Business Lane for your ITIL Road Map – An old Pocket Guide created many years ago when I was fascinated by the CEM method)
Establishing a Business Lane for your ITIL Road Map
Rethinking Service Management in the Age of AI
The Wicked Problems Cookbook
This was an old eBook I wrote during my eG Innovations days.
/
CEM Resources
The Customer Expectation Management (CEM) method was copyrighted by the non-profit International Process and Performance Institute (IPAPI). The Certified Process Professional (CPP), Certified Process Manager (CPM), and Certified Process Director (CPD) programs and related content are now under a creative commons license.
The Customer Experience Management method (CEMMethod v15) is copyright BP Group at www.bpgroup.org