USMBOK™ - The Service Management System

The Universal Service Management Body of Knowledge (USMBOK™) offers an operational view of the its elements in the form of a 'Service Management System. The characteristics of the Service Management System are specified by the service organization when determining their service strategy. The service strategy is built on the concept of serving a limited segment of the potential market very well. The goal is to serve one or more market segments effectively and efficiently and stay competitive by meeting or exceeding the customer needs as expectations agreed with the service organization.