Motivation

For the past three decades, all organizations that allowed me a peak in their kitchen had one thing in common: the lack of a clear Service Management Architecture. Their day-to-day practices were dominated by popular frameworks, in an attempt to develop reasonably structured policies. They were never satisfied with the results.  So I focused on making service management easier and sharing my knowledge about it.
This is how I give substance to Service Management Architecture, and to a systematic deployment with Service Management Systems. With this approach, I think that organizations can improve a great deal, not only in terms of the quality of their services, but also in terms of the efficiency of their service delivery, and - last but not least - in terms of their employee satisfaction. Nobody is looking forward to the continuous cleaning up of the mistakes we have made: creating (new) solutions for the customers of our services is much more rewarding. In order to be able to focus on this, you need to have set up your organization in a smart and preferably simple way, you need to be in control of your daily routines, and you need to have properly configured tooling. I hope to contribute fast and smoothly to that with the USM method, so you can focus on the content of your service delivery.
With the various USM courses, I teach experts in all kinds of service domains to first think about the foundation of their organization, their practices, and their services, before they make decisions about how to set them up. I do this by making everything as simple as possible, and by teaching them to look at daily practice explicitly from the side of the principles and architecture. If I can teach that to an expert in a service management domain, a lot has already been gained.