The Unified Service Management (USM) method is a universal, principle-based approach for structuring and managing service organizations of any size or industry.
USM provides a standardized management system — covering people, processes, technology, and services — through a clear and explicit service management architecture that acts as the "foundation" for consistent service delivery.
Core Principles
- USM is principle-based, not practice-based, meaning it focuses on universal management principles rather than lists of best practices or technical tools.
- USM structures all service management activities into five standardized processes and eight workflows, replacing complex, siloed routines with a learnable, repeatable model.
- The method can be adapted to any organization.
How USM Works
- USM defines a service management architecture: a set of rules and guidelines for setting up and managing a service organization.
- This architecture is the essential base (the "fundament") that enables consistent decision-making, innovation, and compliance to regulations like ISO 20000 and ISO 27001.
- Traditional frameworks (ITIL, COBIT, DevOps, etc.) can be layered atop USM's foundation for specialized practices, but USM ensures overall cohesion and control.
Summary Table
| Aspect |
Description |
| Foundation |
Principle-based service management architecture |
| Core Processes |
Five standardized processes, eight integrated workflows |
| Applicability |
Any type of service organization (IT, healthcare, production, etc.) |
| Key Benefits |
Simplicity, transparency, compliance, cross-team consistency |
| Relationship |
Complements practice-based frameworks; forms the structural base |