Your daily routines are the things you do to deliver your daily services. To be able to deliver predictable performance, we'd like to be in full control of these routines.

USM explains that there are three types of routines: processes, procedures, and work instructions. Practices are defined as generalized work instructions. All procedures, work instructions, and practices, should be derived from the logic of the process layer of the organization's service management system.

The USM Wiki explains in detail how the work instructions and practices of a service provider are designed, and how a simple set of 8 USM workflows provides the templates for the things we tend to call value streams and customer journeys.

USM Wiki »