USMBOK: Universal Service Management Body of Knowledge (USMBOK)

USMBOK™: USM1XX

Service Customer Management

Service Customer Management (SCM) is the most customer-focused knowledge domain and contains many competencies that are more often associated with enterprise, corporate or customer activities.

Knowledge Areas :

Governance & Regulations Management;
Customer Portfolio Management;
Customer Relationship Management;
Customer Continuity Management;
Customer Risk Management;
Customer Requirements Management.

Service Customer Management Quick Links

Best Practices
Key Performance Measures

Key Objectives

The following key objectives are some of those commonly found within this knowledge domain's standard operating practices:

To be the customer advocate and represent their service level requirements in all service negotiations
To represent and market the service provider service portfolio to the customer communities
To manage the customer portfolio of investments in services
To establish, foster and manage the customer relationship
To understand, define and manage the customer need for continuity of operations
To understand, define and manage the risks associated with the use of services by customers
To elicit, define and manage customer requirements for service

Key Concepts

The following key concepts are some of those commonly found within this knowledge domain's standard operating practices:

The role of a compliance officer
Service Governance
Customer interface management
Customer requirement
Customer demand
Customer satisfaction
Customer value

Key Artifacts

The following key artifacts are some of those commonly found within this knowledge domain's standard operating practices:

Governance framework
Customer portfolio
Customer project portfolio
Service portfolio
Service catalog
Relationship plan
Customer vision document
Customer satisfaction survey
Statement of requirements
Demand statement
Continuity plan
Risk statement
Decision register
Regulations register

Major Activities

The following major activities are representative of those commonly found within this knowledge domain's standard operating practices:

Define customer objectives
Define customer processing locations
Define vital customer activities
Define customer demand plan
Define customer vision
Define continuity scenarios
Define service level requirements
Negotiate customer service levels

Additional and more specific information about the activities are detailed within the USMBOK Guide.

More...

The USMBOK provides a significant amount of additional information on each element of the framework, including this area. The additional information includes:

Best Practices :

Best practices represents a technique or method that through experience and research has reliably led to a desirable level of operation. The USMBOK provides specific guidance on the 'best practices' required to design, implement and sustain an efficient and effective operation and offer these through a subscription based service, the

Best Practice Statement Library.

Key Performance Measures :

The efficiency and effectiveness of an operation is measured through its 'performance'. The Performance Management Framework (PMF) provides three levels or types of measures to help manage performance from the strategic, tactical and operational perspective.

The USMBOK provides specific guidance on these 'key performance measures' through a dedicated, subscription based service, the

Key Performance Measure Library.

Extensions:

An 'extension' is an approved additional relevant reference to the USMBOK and typically in the form of :

A book or publication with an ISBN or similar reference;
A website page or pages;
A white paper;
A personally penned article or report;
A periodical article or newsletter item;

More information on the available extensions and how they may be accessed or contributions submitted can be found here:

USMBOK Extension Library.

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