USM arose from developments in a facility domain that, due to its extremely important role for the business, simply had to develop into a reliable support function: the processing of information (IT). Most organizations are so dependent on the processing of information that they sometimes hardly survive a limited disruption. The conditions in that IT domain simply had to lead to a thorough control of service management.
Over the past 3 decades, IT has developed into a reasonably stable facility function. However, IT is strongly driven by technological developments and opportunities at the very same time. As a result, too little attention has been paid in that IT to the development of easily controllable management systems. The insight into such management systems only emerged at the beginning of this century, when it became clear that the extremely rapid developments in technology did not contribute much to an easily manageable service. "Technology first!", to speak with Trump.
The tension between, on the one hand, the desire to utilize all technological opportunities and, on the other hand, guaranteeing excellent support for the business, has led to very different results in terms of maturity, costs, customer satisfaction, continuity and, above all, complexity. Organizations that are primarily guided by that technology have deployed the finest applications, but often pay a high prize in terms of costs and complexity. Organizations that focus more on efficient support of the core business reduce that complexity and can limit their costs. The second group focuses more on principles than on practices.
With the increasing integration of IT and other facility functions, an easily controllable management system quickly becomes a decisive feature for successful integral support of the business. And that integration is the forefront of all organizations, in a world that is increasingly dominated by technological opportunities. Under such conditions, it is no longer justified not to be in control of those integrated support functions, especially if you have outsourced them to a large extent.
The USM method was explicitly developed to support this future, with an easily learnable, standardized and universal management system. Due to the pure structure of USM, the method is applicable to all facility domains, and USM is ideally suited for integration of multiple facility domains, for example in Shared Service Centers or in management organizations. With USM, the knowledge that has mainly been gained in the field of IT services becomes available for facility areas that, like IT, are increasingly gaining influence on the core business of the organization.
This post is also available in: Nederlands