USMBOK™: Key Concepts

Service Management Related Areas of Expertise

Respect for the Profession's Boundaries and Neighbors
Although much of the knowledge, tools, techniques, and methods used for managing services are unique to service management, a number of generally recognized ‘areas of expertise’ are required to ensure a successful strategy and operation.  The following diagram illustrates that there are overlaps and that no area of expertise can operate alone.

Effective and efficient service management demands the service management organization, team and professional, understand and use knowledge and skills from the following related areas of expertise:

• The (Universal) Service Management Body of Knowledge;
• Knowledge and Leadership skills;
• Knowledge of Operations Management skills;
• Knowledge of Quality Management skills;
• Knowledge of Resource Development * Management skills;
• Knowledge of Product Management skills;
• Knowldge of Measurement, Analysis and Improvement skills;
• Knowledge of Service Industry;
• Knowledge of Applicable Environment;
• Knowledge of Governance, Risk and Compliance;
• Knowledge of International & National Standards;
• Knowledge of Related Bodies of Knowledge;
• Knowledge of Program and Project Management Frameworks.