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De USM-Methode
De USM-methode is de standaard managementmethode voor iedere serviceorganisatie, ongeacht de discipline.
Met USM krijgen alle serviceorganisaties een service management systeem ter beschikking, waarmee ze hun organisatie en werkwijze kunnen inrichten en verbeteren, en een grote stap kunnen doen in de richting van tevreden klanten.
Met USM krijgen alle serviceorganisaties een service management systeem ter beschikking, waarmee ze hun organisatie en werkwijze kunnen inrichten en verbeteren, en een grote stap kunnen doen in de richting van tevreden klanten.
172 pages, Hardcover
Published January 16, 2017
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February 7, 2017
De USM-Methode (soon to be released in translation as The USM Method - which would relieve me from the awkward experience of reading about the subject in my own language) is promoted as an alternative view on Service Management from frameworks such as ITIL or ISO 20000.
The book actually starts promising with a redefinition of common Service Management concepts, without focusing on IT services only, but with ample examples from non-IT services.
It touches a bit on the non-process oriented aspects of Service Management, such as the human aspects (albeit from a purely Behaviouristic perspective), communication (stating the obvious from a hierarchical perspective), mentions culture without explaining how exactly culture is of influence on Service Management and deals with Governance (of IT - ISO 38500) as the main organisational aspect.
The core of the book, however, is yet another process model, albeit in a simplified and integrated manner compared to other Service Management frameworks. The great benefit is the fact that Risk Management is featured prominently as a major process. The disadvantage is that nothing more is said than what we already know from ITIL - even the setup of the process chapters is very similar to the ITIL core publications.
All in all an interesting attempt at presenting something new, but in practice I don't see the difference with what we already have in other Service Management frameworks.
The book actually starts promising with a redefinition of common Service Management concepts, without focusing on IT services only, but with ample examples from non-IT services.
It touches a bit on the non-process oriented aspects of Service Management, such as the human aspects (albeit from a purely Behaviouristic perspective), communication (stating the obvious from a hierarchical perspective), mentions culture without explaining how exactly culture is of influence on Service Management and deals with Governance (of IT - ISO 38500) as the main organisational aspect.
The core of the book, however, is yet another process model, albeit in a simplified and integrated manner compared to other Service Management frameworks. The great benefit is the fact that Risk Management is featured prominently as a major process. The disadvantage is that nothing more is said than what we already know from ITIL - even the setup of the process chapters is very similar to the ITIL core publications.
All in all an interesting attempt at presenting something new, but in practice I don't see the difference with what we already have in other Service Management frameworks.
Displaying 1 of 1 review