There is a vast amount of knowledge and experience available in the market regarding service management. This knowledge is primarily held by specialists who make their living from it. They market their knowledge, their products, and their expertise, and make these available for a fee to organizations that need them. In a country where service provision is the dominant business model, this leads to a very large market: the market for service management services and goods.
The SURVUZ Foundation promotes the development and dissemination of knowledge in the field of service management. This foundation aims to make the knowledge and e
xperience present in the market available to a much larger target group than in the traditional market, where a single expert can benefit only one or at most a few user organizations from that knowledge per year. This requires not only decoupling that knowledge from its owner, with the cooperation of the expert involved, but also ensuring that the knowledge is combineable.
To that end, the SURVUZ Foundation manages a USM knowledge platform that functions as a marketplace. Bits of knowledge from service management expert circles are “standardized” against the architecture of the USM method and reviewed by a USM auditor. The resulting service management building blocks are based on the principles of USM, which together form the USM architecture. Together, they constitute a widely applicable and easily combinable set of Lego blocks. An organization that adopts USM as its service management architecture can thereby achieve improvements in the organization and its service delivery quickly and cost-effectively.
