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    Universal Service Management™

    A universal service management body of knowledge describing concepts and methods for use by any service business to manage the customer service experience.

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    Outside-In Thinking

    Customer centered thinking to ensure decisions and actions within a service business or service provider are focused on customer outcomes, experience, and levels of satisfaction.

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    Service Management System

    A community site where you can connect with your professional peers and discuss concepts, issues, and seek answers to key questions

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    Best Practices

    The SMBOK™ internet-based subscription service provides ready access to a library of over 5,000 best practice statements to help define service management practices, policies and procedures.

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    Education

    The service management university provides a comprehensive program of e-learning and classroom education for service management professionals.

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    Lean for Services

    A program of workshops designed to help explain and demonstrate how lean thinking can be applied to a service business and service management framework

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    Service Experience Design

    A workshop program designed to help explain and demonstrate how to design, map, inspect and improve a consumer;s experience of using services and interacting with the service business.

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    Enable: ISO20000

    A specialized program of consulting and education designed to help individuals gain the specialist credential in this standard, and organizations prepare for the certification audit.

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USMBOK

The universal service management body of knowledge(USMBOK) publications

View list of publications

Brochure

Download the latest brochure of our education, consulting, and licensible courseware.

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    Connect with your Community

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    Online University

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    Best Practice Library

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ISO20000:2011 Specialist

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Experience Design

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