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USMBOK™: USM510
Service Support Management
This knowledge area is responsible for designing and planning the complete support experience and the day-to-day management of all support-related functions and their systems. These functions traditionally include areas such as the network operations center, service desk, and the help desk. The scope of support is all inclusive of external customers of the service provider organization, suppliers, and end users internal to the provider organization.
Service support spans all requests for service and not just problematic situations, providing a consistent and customer sympathetic posture. The service support operation is designed to reflect the ‘personality’ the service provider organization wishes to present to each customer community, or for each service, or as an organization.
Service Support Management (SSM) is an integral part of the perception of the quality of service received.
Charter Statement:
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To provide a cost effective, ‘Single Point of Contact’ for the customer and prospective customer communities, representing and marketing the service portfolio, offering information on service capability, guidance on usage, and the management of requests for service, service issues, and representation of the need or change or improvement.
Service Support 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
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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:
- Further information is available in the Guide to the USMBOK
Key Artifacts
The following key artifacts are just some of those commonly found within this topic's standard operating practices:
- Further information is available in the Guide to the USMBOK
Major Activities
The following major activities are representative of those commonly found within this topics's standard operating practices:
- Further information is available in the Guide to the USMBOK
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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