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Universal Service Management Body of Knowledge (USMBOK™)

The Universal Service Management Body of Knowledge (USMBOK™) is a series of publications and references designed to help professionals working in service organizations design customer centric and relevant practices. The series has at its core the Guide to USMBOK, providing a detailed explanation of services and service management, and a specification for the six key elements of a service management framework and program.

The Guide to USMBOK is supported by a collection of authorized companion publications, developed to provide introductory (101), practitioner (102), and specialist techniques (103) level information and guidance, and a lexicon providing definitions for more than 1,200 key terms used within the series.

USM540 Service Incident Management 102

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USM550 Service Problem Management 102

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USM640 Service Configuration Management 102

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USM650 Service Change Management 102

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