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Universal Service Management Body of Knowledge (USMBOKô)

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The Universal Service Management Body of Knowledge (USMBOKô) 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 102USM540 Service Incident Management 102 book jacket image


'USM540 Service Incident Management 102' is a practitioner's reference for professionals developing practices to manage incidents as they relate to products and services, providing a detailed specification of an incident management system and its operational components.







USM540 Service Incident Management 102

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USM550 Service Problem Management 102USM550 Service Problem Management 102 book jacket image


'USM550 Service Problem Management 102' is a practitioner's reference for professionals developing practices to manage problems as they relate to products and services. The guide provides a detailed specification of a problem management system spanning fifteen major activities, and forty five sub-activities.






USM550 Service Problem Management 102

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USM640 Service Configuration Management 102USM550 Service Problem Management 102 book jacket image


An Authorized and Companion to the Universal Service Management Body of Knowledge (USMBOK), this guide is intended to act as a practitioner's reference for professionals developing practices and standard operating procedures (SOPs) to manage configuration items as they relate to services.







USM640 Service Configuration Management 102

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USM650 Service Change Management 102USM650 Service Change Management 102 book jacket image


'USM650 Service Change Management 102' is a practitioner's reference for professionals developing practices to manage changes as they relate to products and services, providing a detailed specification of a configuration management system and its operational components.







USM650 Service Change Management 102

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