Shop 
USMBOK™: USM2XX
Service Fulfillment Management
Service Fulfillment Management (SFM) is the most provider-focused knowledge domain and contains many competencies that are more often associated with service provision, planning and marketing activities.
Knowledge Areas :
- Service Marketing;
- Service Planning;
- Service Provision Management;
- Provider Relationship Management;
- Service Request Management;
- Service Opportunity Management.
Service Fulfillment Management 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
|
The following key objectives are just some of those commonly found within this topic's standard operating practices:
A more complete list of objectives may be referenced in the Guide to the USMBOK and supporting reference materials.
|
Key Concepts
The following key concepts are just some of those commonly found within this topic's standard operating practices:
- Strategic planning
- 4Ps of Marketing
- Service Planning-Service Marketing continuum
- Report catalog
- Service portfolio management
- Internalized service level management
- Value network analysis
- Service request
- Opportunity statement
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 marketing plan
- Service product plan
- Strategic plan
- Service portfolio
- Service blueprint
- Service governance framework
- Preferred vendor list
A more complete list of artifacts may be referenced in the Guide to the USMBOK and supporting reference materials.
Major Activities
The following major activities are representative of those commonly found within this topics's standard operating practices:
- Research market
- Evaluate current portfolio
- Analyze external and internal environments
- Formulate goals and strategy
- Analyze consumer markets and customer demand
- Analyze market opportunities and competitors
- Identify market segments
- Select target markets
- Position and differentiate products and services
- Develop and launch products and services
- manage products and services through their lifecycle
A more complete list of major activities may be referenced in the Guide to the USMBOK and supporting reference materials.
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:
Tell a Friend