The USM Revolution: Streamlining Workflows, Customer Journey's, Value Streams, and Capabilities скачать в хорошем качестве

The USM Revolution: Streamlining Workflows, Customer Journey's, Value Streams, and Capabilities

In Part 5 of The USM Revolution, our expert panelists explored how the Universal Service Management (USM) framework helps organizations streamline service delivery. By optimizing workflows, value streams, customer journeys, and capabilities, USM enables consistent and efficient operations. Key topics included: 1 Integrating people, processes, and technology into standardized workflows. 2. Understanding value streams and customer journeys from both provider and customer perspectives. 3. Leveraging USM’s process model and workflow templates for improved alignment. 4. Enhancing performance through aligned capabilities and automated routines. Hosted by: Nigel Mercer - APMG International Joined by: Jan Van Bon - Chair and lead architect, SURVUZ Foundation John Worthington - Principal, MyServiceMonitor, LLC Klaus Dörner - Service Management Consultant and USM Lecturer Pieter Hoekstra - Founder & Managing Partner (Begrip) To jump straight to the question, click the link below: 00:00:00 - Introduction 00:05:10 - Agree, Change , Recover, Operate Model 00:05:38 - How does USM handle the concept of a workflow? 00:12:39 - What are the workflow patterns in the USM process model? 00:21:34 - Can you demonstrate how these templates cover all interactions with the system? 00:30:57 - What is the nature of a USM workflow? 00:36:11 - How does the workflow relate to customer journeys and value streams? 00:39:14 - How does the concept of capabilities fit into this? 00:43:18 - What are the benefits of using USM this way? 00:46:26 - How can an organization start with this in practice? 00:50:17 - Can you elaborate on why improvements are risk management? 00:51:16 - How do you look at the changes which are in fact often not only IT based but also business changes, how does USM align with those business / IT changes? 00:53:42 - Are the terms used mappable to the ArchiMate? 00:54:50 - Is it aligned with USM thinking that value streams focus on the provider’s actions, even though value is created by the customer consuming the service? Or am I misunderstanding this? 00:56:34 - How does the USM link into the EDGY framework? 00:57:04 - Closing Remarks Join the growing USM community: →   / usmmethod   Learn more about Unified Service Management training and certification: → https://ow.ly/WkkR50T2Y1U