USM Foundation

The USM Foundation course is designed for people who need a basic level of understanding of Unified Service Management. You will gain insight into a standardised management system that allows a service organisation to manage its people, resources, practices and services with just 5 processes and 8 automatable workflows.

Upon completion of the USM Foundation training, participants will have an understanding of:
• How to measure maturity in terms of value creation
• How USM is related to traditional best practice frameworks
• The basic principles of service delivery and the customer-supplier interaction model
• A service provider’s structure, resources and routines
• The USM process model
• The 5 USM processes and the 8 USM workflows
• The construction of a service organisation
• Service organisation’s technological resources
• Implementing the USM methodology

• All who are committed to Service Excellence and customer focus
• Staff who (will) use and/or implement USM

The USM Foundation certification exam consists of 40 multiple-choice questions. You will have 60 minutes for this and you will pass if you answer 60% of the questions correctly (24/40).

• This training course is offered as in-company as well as public training and both on-site or online.
• Looking for in-company training? Please contact us for a tailor-made proposal.