SURVUZ Foundation is working with its Product Partners to further optimize the most common management tools in order to better support the management system and the workflows of the service organization. The tools that fully pass the USM audit are listed on the USM website.
We distinguish 2 types of tools:
- Tools that support the coordination of workflows and the administration of infrastructure: service delivery coordination tools (SDC tools), including the tools for a MIR (CMDB) and the BPM tools that cover parts of that functionality.
- Tools that support the learning of USM: training tools
Service delivery coordination tools are also known as 'helpdesk tools', 'service management tools', 'ticketing tools' , etc. Such tools often also contain functionalities aimed at automating the execution of actions in specific support domains (human resources, building management, finance, etc.), thus moving more into the realm of an FMIS. Such automation tasks are beyond the scope of SDC tooling.The audit of these SDC tools is conducted by certified tool auditors, based on a requirements document that is managed by the SURVUZ Foundation. In the functional specifications for service delivery coordination tools, the must-have features and the nice-to-have features are laid down. Request an audit here.
1. Service delivery coordination tools
Clientele ITSM
The first SDC tool that passed the USM audit is Clientele from Mproof.
Clientele passed the audit cum laude: the full 100% of the requirements were covered. This means that the Clientele tool is demonstrably fully capable of supporting all USM workflow management functions.
With Clientele, Mproof focuses on a position as a generic workflow management system for IT Service Management.
OTRS
The second SDC tool that passed the USM audit is OTRS, an open-source product.
OTRS also passed the audit cum laude, and thus provides full support for all requirements that USM sets for a mature state-of-the-art workflow management system.
OTRS is an open-source product. The administrator therefore only needs to have knowledge of USM to set up the tool as a qualified USM workflow tool. There is no certified provider available for this open-source product.
4me
The third SDC tool hat passed the USM audit is 4me.
4me also passed the audit with flying colors: the full 100% of the requirements were covered. The architecture of 4me fits seamlessly with the link concept for service ecosystems, as elaborated in the USM architecture (see principle SC03: Supply chain aware). The tool can, therefore, be deployed for any actor in a service ecosystem.
4me focuses on a position as an Enterprise Service Management tool for the integral support of all (service) teams in a service organization.
2. Training tools
Mproof MicroGames for USM
The MicroGames for USM offer the opportunity to practice USM knowledge step-by-step at your own pace. Learning in a dynamic learning environment with USM MicroGames is an effective but also fun way to master this knowledge in a playful manner.
Employees or students can work with the USM MicroGames in manageable chunks, for example at a pace of 15 minutes per day. Faster is also possible of course. The management environment of the Mproof USM MicroGames enables the organization to follow the learning pace of all employees or students.
The USM MicroGames can be used to support the introduction of USM at a user organization, but also to support corporate training or public education.
Watch a video about the game here.
