Publications
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