

Jan van Bon studeerde in 1979 af als biomathematicus, waarna hij als onderzoeker aan de Rijksuniversiteit Groningen verschillende projecten voor de overheid uitvoerde.
Meer over Jan van BonUnified Service Management
An Introduction to the USM Method
Samenvatting
USM is a universal, methodical way of managing service delivery. The USM method provides a standardized management system for a service organization to manage its people, its resources, its routines, and its services.
USM can be used in all service organizations and teams of any size and in any line of business. The method offers an easy-to-learn approach to service management, based on business principles. All those service organizations can quickly, easily and inexpensively set up and integrate their routines, their organization, and their tooling, with the help of the USM method. In doing so, they lay the foundation for a customer-focused, continuously improving organization.
USM provides the perfect support for an Enterprise Service Management strategy, supporting techniques like Design Thinking, Agile, and LEAN, and USM is the perfect partner of popular practice-based frameworks such as ITIL, COBIT, or FitSM. With USM, you can set up a shared service center across multiple task domains, in a smart and sustainable way.
This book is both a textbook and a practical book. It specifies the building blocks of a Service Management Architecture and it demonstrates a standard Service Management System that provides the concept of the link for unlimited service ecosystems.
Once you’ve learned to see the world through USM eyes, service management will never be the same again.
Trefwoorden
dienstverlening servicemanagement usm enterprise service management procesmanagement servicecatalogus kwaliteitsmanagement serviceorganisatie change management incidentmanagement operations management risk management contractmanagement standaardisatie servicedesk itil shared service center procesmodel governance agile serviceovereenkomst lean devops klanttevredenheid cobit sourcing workflow samenwerking rollen en functies design thinking
Trefwoorden
Specificaties
Inhoudsopgave
2. Positioning USM
3. Service delivery
4. The service provider
5. The USM process model
6. The USM processes
7. The service organization
8. Technology resources of the service organization
9. Deploying the USM method
Epilogue
Acronyms
Index
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