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APMG International
United Kingdom
Приєднався 28 бер 2011
APMG International is a leading examination Institute. We accredit professional training and consulting organizations and manage certification schemes for knowledge-based workers. We have a global reach, with regional offices located around the world.
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The USM Revolution: The Concept of a Service
Welcome to Part 2 of the Unified Service Management (USM) revolution, a comprehensive approach to managing and delivering services that can revolutionize your organization. Learn how USM integrates various service management practices into a cohesive method, driving efficiency, enhancing service quality, and aligning with your business objectives.
The USM Method offers a universal definition of "service", crucial for interoperability across teams and organizations. This enables structured service management strategies and smart tool configurations. The Expert Panel at the second USM Revolution event will address fundamental questions on the concept of "service" for enterprise sustainability.
Hosted by: Nigel Mercer
Joined by:
Jan Van Bon - Chair and lead architect, SURVUZ Foundation
Esther Terpstra - Service management architect, Justid
John Worthington - Principal, MyServiceMonitor, LLC
Mikko Korhonen - CEO at Samvais Oy
Pieter Hoekstra - Founder and Managing Partner Begrip.be
To jump straight to the question, click the link below:
00:00:00 - Introduction
00:01:40 - Meet the experts
00:05:14 - Where does the concept of ‘service’ come from?
00:11:03 - Why is it so important (and also hard) to find out what a service is?
00:18:17 - So how does USM define a service?
00:28:34 - So how does USM specify a service?
00:29:34 - How do you document your services?
00:36:29 - How do processes relate to services?
00:41:47 - What is the difference between a product and a service?
00:45:24 - What is the difference between service and support?
00:46:00 - What is the current understanding of Product and Service? ...In my understanding Level 1 and 2 is more "Product Management"
00:48:09 - What are the concrete "drivers" customers confront Service Providers with that are consistently measurable/comparable over longer periods with value expressing metrics ?
00:50:41 - What are some effective steps to raise that maturity and become customer focused (bottom up or top down)?
00:57:25 - Closing Remarks
Join the growing USM community:
→ www.linkedin.com/company/usmmethod/
Learn more about Unified Service Management training and certification:
→ ow.ly/WkkR50T2Y1U
The USM Method offers a universal definition of "service", crucial for interoperability across teams and organizations. This enables structured service management strategies and smart tool configurations. The Expert Panel at the second USM Revolution event will address fundamental questions on the concept of "service" for enterprise sustainability.
Hosted by: Nigel Mercer
Joined by:
Jan Van Bon - Chair and lead architect, SURVUZ Foundation
Esther Terpstra - Service management architect, Justid
John Worthington - Principal, MyServiceMonitor, LLC
Mikko Korhonen - CEO at Samvais Oy
Pieter Hoekstra - Founder and Managing Partner Begrip.be
To jump straight to the question, click the link below:
00:00:00 - Introduction
00:01:40 - Meet the experts
00:05:14 - Where does the concept of ‘service’ come from?
00:11:03 - Why is it so important (and also hard) to find out what a service is?
00:18:17 - So how does USM define a service?
00:28:34 - So how does USM specify a service?
00:29:34 - How do you document your services?
00:36:29 - How do processes relate to services?
00:41:47 - What is the difference between a product and a service?
00:45:24 - What is the difference between service and support?
00:46:00 - What is the current understanding of Product and Service? ...In my understanding Level 1 and 2 is more "Product Management"
00:48:09 - What are the concrete "drivers" customers confront Service Providers with that are consistently measurable/comparable over longer periods with value expressing metrics ?
00:50:41 - What are some effective steps to raise that maturity and become customer focused (bottom up or top down)?
00:57:25 - Closing Remarks
Join the growing USM community:
→ www.linkedin.com/company/usmmethod/
Learn more about Unified Service Management training and certification:
→ ow.ly/WkkR50T2Y1U
Переглядів: 22
Відео
STAR® Manager: The art and science of asking questions
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Join Laura Ashely-Timms as she delves into the art and science of asking questions, drawing from key concepts presented in the comprehensive training and certification programme; STAR® Manager. Laura explores the common pitfalls of questioning techniques, particularly the defensiveness that can arise from starting inquiries with "why". She presents a simple yet effective strategy: by reframing ...
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Переглядів 1014 днів тому
Dominic Ashley-Timms presents the STAR® Manager programme, highlighting the practical exercises derived from the book "The Answer is a Question". Learn how this structured approach can help you enhance your management skills by fostering a deeper understanding of your personal operating model. Discover steps to engage your team more effectively, assess your daily interactions, and identify oppo...
STAR® Manager: Supporting Agile behaviours
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"The Answer is a Question" by Dominic Ashley-Timms and Laura Ashley-Timms, is an insightful book designed to enhance a broad range of management styles utilising the STAR® Manager methodology, for example: Scrum Masters and leaders managing rapid change projects. While traditional training covers the theory and technology, this book focuses on the practical skills needed to excel in real-world ...
STAR® Manager: The research study
Переглядів 2214 днів тому
Discover the profound outcomes of a groundbreaking, government-sponsored research trial that scrutinised the STAR® Manager methodology developed by Notion. The findings were extracted from a 15-year journey, during which the London School of Economics assessed the impact of STAR® Manager across 62 unrelated organisations in 14 diverse sectors. The results revealed a universal enhancement in man...
Podcast: Behavioural insights - Transforming leadership & Service Management with Robert den Broeder
Переглядів 6628 днів тому
In this episode, Richard Pharro, CEO of APMG International, is joined by Robert den Broeder, managing director of OBM Dynamics B.V. and a seasoned coach and trainer. Robert shares his journey from teaching service management to exploring the critical role of human behaviour in achieving management excellence. Through his extensive research and practical experience, Robert unveils how Organizati...
S5-Ep8 | Behavioural insights: transforming leadership and Service Management with Robert den Bro...
Переглядів 2428 днів тому
In this episode, Richard Pharro, CEO of APMG International, is joined by Robert den Broeder, managing director of OBM Dynamics B.V. and a seasoned coach and trainer. Robert shares his journey from teaching service management to exploring the critical role of human behaviour in achieving management excellence. Through his extensive research and practical experience, Robert unveils how Organizati...
The USM Revolution: Service Management Unlocked - Part 1
Переглядів 74Місяць тому
The USM Revolution: Service Management Unlocked - Part 1
Everyone loves design thinking. Should you as well?
Переглядів 41Місяць тому
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Podcast: Elevating Change Management - Strategic Insights with Karla Micallef
Переглядів 59Місяць тому
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S5-Ep7 | Elevating Change Management: Strategic Insights with Karla Micallef
Переглядів 24Місяць тому
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Change Management certification update
Переглядів 134Місяць тому
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The PM Skills Lab: Custom Prescriptions for Project Manager
Переглядів 1002 місяці тому
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Business Relationship Manager as a Career - Why Employers are Hiring BRMs
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Podcast: From SLAs to XLAs - redefining customer experience, with Anthony Orr
Переглядів 412 місяці тому
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S5-Ep6 | From SLAs to XLAs: Redefining customer experience, with Anthony Orr
Переглядів 262 місяці тому
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From surviving to thriving: strengthening business resilience
Переглядів 383 місяці тому
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Unlocking PMO potential: a guide to self-assessment for PMO professionals
Переглядів 483 місяці тому
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An overview of Organizational Behaviour Management OBM
Переглядів 1043 місяці тому
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Podcast: The art of behavioural change, with Sarah Hills
Переглядів 453 місяці тому
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S5-Ep5 | The art of behavioural change, with Sarah Hills
Переглядів 443 місяці тому
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Podcast: Neuroscience and Change - cracking the leadership code, with Tibisay Vera
Переглядів 674 місяці тому
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S5-Ep4 | Neuroscience and Change: cracking the leadership code, with Tibisay Vera
Переглядів 534 місяці тому
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Enterprise Big Data: Next Generation Innovation
Переглядів 1575 місяців тому
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Переглядів 865 місяців тому
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S5-Ep3 | The power of PMOs in decision-making, with Eileen Roden
Переглядів 375 місяців тому
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Переглядів 546 місяців тому
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Implementing Praxis Framework: Enhancing Public Transport in the Netherlands - A Case Study
Переглядів 506 місяців тому
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Episode 212 - How can we manage individuals and teams, for those who are remote/hybrid working?
Переглядів 286 місяців тому
Episode 212 - How can we manage individuals and teams, for those who are remote/hybrid working?
Can the debt to the equity ratio be 75: 25 instead of 70:30?
Interesting and informative
I'm sorry, I'm an ex-teacher and a wordsmith and I have no idea what the assertion/reason question is asking.
the experience and feeling - does make a difference in time, so true
Watching from London, UK.
Mahatma Gandhi is not know for saying that specific phrase " we are grateful to have the opportunity to serve you" Great presentation.
Love the straight-forward (so often overlooked/complicated) approach of Bev's 'simple' 'pragmatic' 'connected' approach to being a successful change manager.
please can anyone share with me the design guide tool canvas.
Does it need any qualification or experience to be a BRM?
Wonderful to watch such a honest conversation. Good insights about PMO, especially the assumptions' part.😃
Thank you, harathinitin, glad you enjoyed it!
NIST SP 800-171 is for Controlled Unclassified Information not Confidential Unclassified Information.
Love NIST
Always enjoy participating with @APMG-Great Show!
Hard skills - Process & project Management skills. Soft skills - Interpersonal skills.
Negotiation skill is always critical in change management.
Brilliant conversations.
Thanks Melanie for a very good session.
❤ simply brilliant thanks for the valuable information and insight
Hello everyone, Ayorinde Olasehinde from UK
Very Good topic Bid vs Proposal Manager difference
Hi how do I watch the full episode please?
You can find the full episode here: - ua-cam.com/users/live_VlL3rlAqgU
This guy is brilliant!
This is so insightful!
DECEMBER 2023 IS IMPOSSIBLE EXAM THE SDT ARE CAKLLED GARDNERS
Thank you the audience for a variety of questions it allowed us on the panel to bounce off each other.
Awesome
How to get certified in BRM?
Let me ask the audience the following question. Imagine the following: the panellists have applied for a job, you are the interviewers, based on the Q&As, who would be the person you would offer a job? This video should start with a reference to another video that provides a roadmap on what the Change Management is, how it differs from Change Leadership, how it works in the Traditional vs Lean/System driven paradigm, how it works in different industries, and probably a hundred more relevant questions that indicate important variables and how they affect the orchestration of change. You will be ready for the role of a Change Manager once you own your knowledge. In the meantime google search for "owning the problem" or "problem ownership" and understand it really well. Then, do another search "startup mentality" and understand it really well. Hopefully, your view on the world will be enriched with energy, courage, motivation, clarity, drive etc. Share your findings with people around you. What do they say or feel?
Ron, dont let them get you down. I love your singing!
I'll carry on then 😊
Watch it the second time, still love it because of the simplicity. Tell the simple truth, tell the truth simply. 👍👍👍👍👍 All government with a sense of responsibilities should answer all these questions for themselves before expending huge amount of tax payer's money.
William, watching from Monrovia, 🇱🇷
Thank you for this very engaging session. I enjoyed every minute. I am a finance professional currently studying change management and this taught me a lot about what to expect. One suggest for a future panel could be discussing what was a challenging situation and how did the organisation overcome that particular change challenge.
Can you please let me know what is the exact set of course(s) certification offered by APMG for Service Management ?
❤❤❤
Angela from Uganda
“A rebel with empathy”…I like that.
Great to be here learning!
Really good interview. Thanks
Andreas Chlumskys wirkt sehr sympatisch🥹
Brilliant, really enjoyed this. Very informative. Thank you.
great video needs more views. wonder if certifications are relevant for middle aged person with about ten years left in the career. something not touched upon.
Hi
Merci pour le partage !
Thank you Level Up!
👍🏻 I like it
Currently Watching👋 Marianie Sabanal BSBA - HRDM 4th Year
Great session! 👏
Great job Aparna! Excellent work :)