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
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
- Presentation for SCiO Europa, 20 June, 2021
- Video: How USM supports variety reduction in the Viable System Model (Jan van Bon)
- Conference THE FUTURE OF EUROPE, 1 December, 2021.
- Podcast with Richard Pharro, CEO APMG International: A Transformational approach to Service Management with Jan van Bon – 18 March, 2022.
- Video USM Executive Overview, by John Worthington, MyServiceMonitor, May 2022.
- Webinar by John Worthington: Establishing a business lane for your ITIL roadmap with the USM method, June 2022 [20 minutes]
- Video by John Worthington: Short introduction into USM, March 2022 [2 minutes]
- Webinar by John Worthington: Why we need to simplify enterprise service management, June 2022 [2 minutes]
- Webinar by John Worthington: Inside-out value streams: stuck the Muda again, June 2022 [10 minutes]
- Webinar by Pieter Hoekstra: 7 steps to demystify Demand & Portfolio Management, February 2022 [30 minutes]
- Webinar by John Worthington, USA: ESM and the Big Re-Think: Sustainable ESM with the USM Method, November 2022 [41 minutes]
- Webinar by John Worthington for itSMF USA: Simplifying Service Management for the Enterprise – ITIL 4 and the Unified Service Management method – PART I, September 2022 [55 minutes]
- Webinar by John Worthington for itSMF USA: How to make a success of ITIL 4 with USM – PART II, October 2022 [1 hour 1 minute]
- Introduction video for itSMF USA Community of Interest on USM, January 2023 [1 minute]
- Public workshop “Taking a deep Dive in 4me and USM“, March 2023 [2 hours 41 minutes]
- Video by John Worthington: Unified Service Management and the Radical Enterprise, April 2023 [8 minutes]
- Video by John Worthington: How a great Customer Experience become Routine, March 2023 [4 minutes]
- Video by John Worthington: USM-NOW: Automation in a Service Management Context, February 2023 [00:04′]
- Video by John Worthington: What is the Unified Service management (USM) Method?, itSMF USA LIG Minnesota, March 2023 [00:53′]
- Video by John Worthington: Unifying Service Management with the USM Method, itSMF USA, March 2023 [00:59′]