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USMBOK™: USM220
Service Planning
The service planning knowledge area is responsible for managing the services as a product family and product portfolio from an internally focused perspective and developing a cohesive set of objectives, policies, and practices in the form of a service plan designed to meet the requirements of the customer or target market under the direction of the service fulfillment plan.
Charter Statement:
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To respond to market opportunitiess for services and manage the design, development of service offerings, negotiation of service level objectives with customer communities, and management of the quality and cost of service provision.
Service Planning Quick Links
Best PracticesKey Performance Measures
Additional information on this topic is included in the Guide to the USMBOK and supporting reference materials.
Key Objectives
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The following key objectives are just some of those commonly found within this topic's standard operating practices:
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Key Concepts
The following key concepts are just some of those commonly found within this topic's standard operating practices:
- Product manager
- Service lifecycle
- Service portfolio management
- Service mix
- Internal service level management
- Service encounter
- Service guarantee
- Service requirement
A more complete list of concepts may be referenced in the Guide to the USMBOK and supporting reference materials.
Key Artifacts
The following key artifacts are just some of those commonly found within this topic's standard operating practices:
- Service portfolio
- Service pricing policy
- Service plan
- Service release overview
- Service release definition
- Service revision program
- Service enhancement program
- Service blueprint
- Service charter
Major Activities
The following major activities are representative of those commonly found within this topics's standard operating practices:
- Create service portfolio
- Approve service investments
- Create and manage service plans
- Create and manage service governance framework
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:
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