The USM Revolution: The Concept of a Service

As an Enterprise Service Management Architect I help reduce complexity and achieve sustainable improvements with the USM Method: a unique proposition from a non-profit position. Service Management will never be the same again. 

I’ve produced more than 100 management books with thousands of authors and reviewers. In my latest book, “Unified Service Management, An Introduction to the USM Method”, I summarize the lessons learned from the past, into a single book on the topic of service management architecture and service management systems. In less than 200 pages, the book unlocks the future of Service Management. 

Jan's proudest achievement is setting up an international community of new thinkers in Service Management who can revolutionize the future of economic sectors like government, health care, education and industry with the help of the USM Method. 

With over 40 years in the IT industry, spanning two decades in sales and business development, and more than 20 years in IT service management, John brings a wealth of experience to the table. John has worked with leading corporations such as AT&T, Unisys, CIBER, VMware, eG Innovations, ThirdSky, and others, gaining expertise in AIOps and related technologies.

Throughout his career, John has been dedicated to quality improvement, holding numerous certifications including ITIL v2/v3 Expert, CISA, PMP, ISO20K, Lean Six Sigma, CPDE, TIPA Lead Assessor, DevOps, XLA Master, and USM method. Notably, John is the first USM Professional and Coach in the United States.As an independent consultant and trainer, John operates under the name MyServiceMonitor, focusing on training and coaching organizations in the Unified Service Management (USM) method.

John's proudest achievement: Helping numerous individuals and organizations understand and simplify service management. 

Experienced service management advisor, coach, trainer and consultant. Mikko takes mystique and mumbo out of Service Governance and Management. With over 20 years of experience from the trenches (all the way from the server rooms to Board meetings), and working all the scale from small Service Providers to billion dollar enterprises, he has learned they all share the same symptoms of service management gone bad. Mikko's mission is to help them fix that, and first and foremost make their customers get the best value they can, from the services they get from these providers. Think big, think simple. 

Esther is a service management architect and designs anything a service provider needs when it comes to services, processes, people and service tooling within our government. Esther is also an expert in the method Unified Service Management (USM), and preferably design, advise and coach implementations of USM. Before that, she studied music, psychology and IT. Esther's passion is to reduce the unnecessary complexity we seem to cling to within our governments. Esther does this in several governmental organisations, within the NORA (the Dutch reference architecture) within the international USM community and in knowledge sessions in the Netherlands. 

Pieter is a dedicated trainer, coach, and facilitator who specialises in enhancing team dynamics and optimising organisational architecture. With expertise in team-building, conflict resolution, and strategic planning, Pieter helps organisations bridge gaps and improve efficiency.

By employing a structured approach focused on five processes and eight workflows, Pieter ensures that organisations are aligned and customer-focused. Passionate about system change,Pieter shares insights on distinguishing between destructive and growth patterns, empowering teams to adopt constructive behaviours for success.