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Creating IT Governance Frameworks

Unified Service Management (USM) helps you to gain control of your services. The enterprise service management system specifies how 8 workflows cover all their practices.

A standard to unify service management

Created and developed by the SURVUZ Foundation, Unified Service Management (USM) establishes a methodical approach for Service Management. If your organisation provides a service, then USM provides a standardised process to manage its people, processes, technology, and services.

Why you need to become Unified Service Management (USM) certified

This certification provides candidates with the opportunity to learn how the USM method operates within a typical organisation. It is available in several levels:

  • USM Foundation – Learn the basics of Unified Service Management
  • USM Professional – Learn how to apply the methodology in a real-world scenario in a variety of roles including: Trainer, Coach, Tool Auditor and Product Expert.

Why organisations can benefit from Unified Service Management (USM)

USM can be applied to all organisations operating with an Enterprise Service Management Framework (ESMF). It provides a system to control healthcare data, civil data while realising compliance to professional management standards such as ISO 27001 and ISO 20000 at a fraction of the cost and is simple to implement. USM is an easy-to-use methodical approach, which are based on the individual business’ principles and functions.

What makes Unified Service Management (USM) unique?

The USM method does not work from practices but starts with clear principles. From there, an organization with USM works step by step towards the desired practices. That makes USM learnable.

USM is holistic, it covers all aspects of managing a service organization, making USM integral and comprehensive.

Based on principles, rather than practice; USM gives a learnable, holistic methodology and executable step by step strategy to achieve the necessary practices. USM comprehensively covers the entire management of a service organisation.

A service organization that uses USM has only five processes to compile all eight workflows of a service organization. With this clear and simple starting point, any service provider with USM can quickly get in control of their work and set up tools effectively. That then opens the door to service excellence and innovation.

Available in Dutch and English, a USM professional only needs to show a willingness to learn, with a side of logic, to gain the required knowledge to implement the USM methodology across your organisation:

  • Removes the outdated thinking of framework-based approaches, with best practices as a guidance.
  • Set up your organisation with no more than 5 processes and 8 workflows to ensure unified and consistent routines of your organisation.
  • Ensure compliance to service management standards, frameworks and best principles such as ISO 27001 and ISO 20000.
  • Use the standardised ESMS specified by USM within an organisation.
  • Support the deployment of the ESMS specified by USM with adequate tooling.

 

USM Foundation Digital Badge

USM Foundation

Learn how to use a standardized ESMS specified by USM

Business Information Management, Business Relationship Management, Service Automation
Who is Unified Service Management (USM) for?

This qualification is aimed at those who are:

·       using or going to use the standardized ESMS specified by USM within an organization (‘USM users’)

·       coaching organizations that are using or deploying the standardized ESMS specified by USM (‘USM coaches’)

·       training individuals that want to learn about the standardized ESMS specified by USM (‘USM trainers’)

What are the key things you will learn?

·       How to measure maturity in terms of value creation

·       How is USM related to traditional best practice frameworks

·       The basics of Service Delivery and the Customer-Provider Interaction Model

·       The structure, resources, and routines of a Service Provider

·       The USM Process Model

·       The 5 USM Processes and the 8 USM workflows

·       The construction of a Service Organization

·       The Technology Resources of the Service Organizaition

·       Deploying the USM Method

Exam format
  • 60 minutes duration
  • Multiple choice
  • 40 questions
  • 26/40 required to pass
  • Closed book

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SFIA Framework

Visit SFIA
The SFIA Framework is the global common reference for skills and competency for the digital world
SFIA is a globally recognised framework that “identifies skills needed for the Information age”. This APMG certification has been mapped against the SFIA Framework to help you see which certifications are most relevant to your professional development.
USM Foundation
Knowledge
This certification confirms (endorsement)
Generic attribute Knowledge up to level 3
...
This certification would be useful for (development)
Same as above plus Generic attribute Knowledge level 4, Methods and Tools up to level 5, Business Process Improvement level 5, Organisational Capability Development level 5
...

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TESTIMONIALS

I think the simplification of this is brilliant, makes it usable and clear.

USM Speed Course Attendee

This is what we should have learned before all the practices.

USM Speed Course Attendee

Einstein would love it.

USM Speed Course Attendee

Thought-provoking simplification!

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Simplified approach, great thinking!

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FAQs

What is Unified Service Management (USM)?

USM is a universal methodical approach for service management, providing a standardized management system for a service organization to manage its people, its processes, its technology, and its services, based on an explicit service management architecture. Find out more at https://usm-portal.com/

Do I have to receive training to sit the USM exam?

No, however this is recommended. In addition to receiving accredited training, individuals also have the option of self-study to prepare for the examinations. APMG-International administer public exam sessions around the world to accommodate those who self study.

 

How can I train for the USM examinations?

Training for USM is available from the network of Accredited Training Organizations (ATOs) who are assessed and certified by APMG-International. The full list of USM ATOs can be found at http://www.apmg-international.com. Only these organizations and registered partners/affiliates are authorized to deliver USM training.

How do I sit the exam(s)?

Accredited Training Organizations (ATOs) usually include the examination as part of their training course – please check with your ATO before booking.

For those who self-study, the exam can be taken anywhere in the world, from the comfort of your home or workplace, with online proctoring. A proctor will access your exam as you take it to monitor the exam environment through your computer's desktop, webcam and microphone.

Once you have booked an exam, you will be given a registration email to schedule an appointment with your live proctor via our Candidate Portal. Our online proctoring system allows you to take your exam anytime as sessions are available 24 hours a day, 7 days a week. For more information, please click here: https://apmg-international.com/exams

APMG also administers a limited number of public exam sessions at some of our regional offices. Click here for further information and to book an exam: https://publicexambookings.apmg-international.com/

How much does it cost to sit the USM examinations?

If you are sitting the examination through an accredited training organization, the cost of the exam is generally included in the course fee but please check with your training provider at the time of booking.

APMG-International use a global pricing structure, so if you are studying at home, the cost is dependent on the country in which the exam is being sat. To find out the cost in your region, please contact the APMG International Service Desk on +44 (0)1494 452450 or at: servicedesk@apmg-international.com

Are there any pre-requisites for the USM examinations?

There are no pre-requisites to sit the USM Foundation examinations.

What are the main publications for USM and where can I purchase them?

The Core Guidance for the USM Foundation exam is the ‘USM – An Introduction’ manual, which is available at the USM Portal, at Amazon, and through your ATO.

Which languages are the USM examinations available in?

The USM Foundation examination is available in English and Dutch.

Which languages is the USM manual available in?

The core guidance is available in print and in e-books in English, in Dutch. For Public Education Institutes it is also available in an online format in Spanish.

How long will it take to learn the USM material?

For individuals self-studying it is almost impossible to say. As all candidates have different experience and amount of time available for study, it varies from person to person. We suggest you buy the manual and have a look through for yourself before deciding how long you need to spend learning.

For those studying with an accredited training organization, the USM Foundation courses are two-days long.  

What is the structure of the USM examinations/ assessments?

Summaries of the structure of the USM Foundation examination and the USM Practitioner assessments are below:

 

USM Foundation

  • 60 minute duration
  • Multiple choice
  • 40 questions
  • 26/40 required to pass
  • Closed book

USM Professional – divided into four roles

 

·       USM Trainer

·       USM Coach

·       USM Tool Auditor

·       USM Product Expert

 

USM Professional – a 3-day training course including the USM Foundation Exam. An elevated exam score of 30 out of 40 is required for access to the Train the Professional courses that are provided by the Scheme Owner.

USM Professional Bridge: a 1-day training course aimed at individuals who have already successfully completed the USM Foundation course and the USM Foundation Exam and wish to transition to a USM Professional role. An elevated exam score of 30 out of 40 is required for successful completion of the USM Professional Bridge course. If the elevated score hasn’t been achieved, a re-take of the exam will be required.

Can I take any books or supporting materials into the exam?

No, the USM Foundation exam is closed book.

Is there a sample paper that I can practice on?

Yes, all candidates can access a sample exam paper to practice on via the Candidate Portal. Access to the Candidate Portal is given once you have purchased a self-study exam or your ATO has registered your exam date and time with APMG.

How long are the USM qualifications valid for?

The USM Foundation certification does not expire.

USM Professional roles must be maintained in line with APMG’s and SURVUZ Foundation guidelines.

When can I expect the results of my USM examinations?

USM Foundation examinations can be marked at the end of your exam with provisional results provided.

APMG will issue formal notification of your exam result once your exam paper has been received back into our office. All results will be made available in your Candidate Portal.

If you did not take your exam through an ATO, your results will be sent directly to you via the relevant APMG-International office approximately 7-10 days after the date of your exam.

 

When will I receive my certificate?

Candidates will be able to claim their digital badge and electronic certificate from their APMG Candidate Portal within two business days of their exam result being issued.

What is a USM digital badge?

Digital badges allow you to easily showcase your achievements online.

When you pass an exam - you'll instantly have the option to claim a digital badge representing your new certificate.

Your badge can be embedded on an email signature, website, social media or digital CV.

With just one click employers, customers and clients can easily view and verify your credentials and skills.

Please download our digital sharing presentation for more information.

How do I claim my USM digital badge?

Once you’ve been notified that you’ve passed your exam - you will have the option to create a digital badge in APMG's Candidate Portal.

Visit APMG's Candidate Portal, view your exam results and select 'Create Badge'.

This takes you to the Acclaim by Credly website where the digital badges are hosted. You will be guided through the Acclaim account creation process.

Once you have created an account with Acclaim - login into the account and accept your pending badge.

How do I access my digital badge and/or certificate?

You can always access all your electronic certificates and badges via the APMG Candidate Portal. Once you have logged on to the Candidate Portal, click on the ‘Badges and Certificates’ option from the menu bar at the top of screen. From here you should click on the ‘Create Badge/Certificate’ button. This will take you to the Credly platform to create and account and download your badge and certificate.

Step-by-step guidance is available to download from the ‘Badges and Certificates’ area in your Candidate Portal.

Electronic certificates are environmentally friendly, but you can print the certificate yourself at home or work, if required.

If you have any problems with accessing your digital certificate, please contact our Customer Interaction Team - servicedesk@apmg-international.com

What are the pass marks for the USM examinations?

Pass marks for the USM examinations are as follows:

Foundation: You will need to score 26/40 to pass the foundation exam.

  • Candidates progressing to a USM Professional role must pass the foundation exam with an elevated score of 30/40 and successfully complete their assessment.

How do I become a USM trainer?

USM Professional Trainers must hold the USM Professional Trainer certificate for the course that you wish to teach. All trainers must be ‘sponsored’ by an APMG accredited training organization. To find out more about becoming a trainer, please contact your local APMG representative: https://apmg-international.com/contact

How do I become a USM accredited training organisation (ATO)?

An organization wishing to become a USM ATO must first contact our Service Desk. They will put you in touch with your local business development manager who can discuss the accreditation process with you. 

Can I use the USM scheme logo?

Only organizations licensed to do so are allowed to use the USM scheme logo. Such organizations include USM ATOs (Accredited Training Organizations) who have been approved by APMG-International. Individuals are not permitted to use the USM logo, however, all individuals who pass the exam are awarded with a digital badge which can be shared on social media and embedded into your CV/resume.

The USM logo and the SURVUZ Foundation logo are trademarks of the SURVUZ Foundation. All rights reserved.

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