BSM: Basic Service Management - the book

Buy it now

BSM is a 50 page description of how to plan and provide services, or put another way: how to manage your organisation.

Service Management is the potent idea that could change the way you run your organisation. This useful little book is a guide to operating any enterprise, from the point of view of the services it delivers. After all, delivery is what success is about.
Whether you are in manufacturing, trades, retail, IT, public sector, or not-for-profit… Basic Service Management introduces service management.
It will get you started and set you on the path to more advanced concepts.
Or this book may be all you need.

We worked hard to keep the book to 50 pages as a counter-balance to some of the door-stop texts out there, to make service management accessible and useful to those accountable for delivering an enterprise's services. You will seldom find this much value packed into 50 pages.

BSM cover Special offer for Chartered Accountants and CPAs while stocks last: click here to contact me for two free copies of the book Basic Service Management, one for your library and one to share.

Please include your name, company name and physical mail address.

The book is now available:

in paperback

for $19.90:


(or Amazon.co.uk for £12.78 here
or Amazon.de
or Amazon.jp )

on Kindle

for $9.99:

(or Amazon.co.uk Kindle here)

as EPUB

digital download for $9.99:

Support independent publishing: Buy this e-book on Lulu.

on iBook/iTunes

for you Apple fans.
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Feedback

Email from Fatima Ratcliffe (Canada, CEO of Pink Elephant)
I'm so impressed that you've been able to capture all the right elements in 50 pages. I would highly recommend your book to any manager who needs a good, concise reference for leading a service team. Or, anyone who wants to understand what it really means to plan for, and provide service.

ITAM Review Martin Thompson (UK)
It is quick, accessible and thought provoking... the best recipient of this book is a non-IT business owner or service owner who wants to appreciate the benefits of service management... This would also be useful to an entrepreneur looking to start or scale their business... Rob urges the reader to “Read it, It is short”. In a similar fashion my advice to you is, “Buy it, it is good”.

Good book covering the basics Osama Salah Ghazy "Uso" (UAE)
The book is a good read for people starting with ITSM. I recommend reading it before you get lost into ITIL.
For others the books has some good suggestions and a simple way of explaining things that might come handy.

BASIC, not for simple, but for core Antonio Valle (Barcelona)
If you are in the services business, don't matter which sector, this is your Service Management foundations book. It covers everything you need to know about SM and points you to the knowledge sources you need to enhance your knowledge. A great lecture, straightforward and easy to understand.

Popular Highlights

Don’t try to do it all at once: don’t try to do all areas and don’t try to do all of one area.
Highlighted by 4 Kindle users

Have a formal project plan for the rollout. About a third of the effort should go on people-oriented activities, one third on practices, and one third on technology/facilities/things.
Highlighted by 3 Kindle users

report not on what you do but rather how you help them do what they do.
Highlighted by 3 Kindle users

don’t structure what you improve around service management theory.
Highlighted by 3 Kindle users

Spend a serious chunk of the money allocated for improving service on improving your people: communicate, involve, motivate, consult (pick their brains), communicate, train, incent, communicate, monitor and coach.
Highlighted by 3 Kindle users

In order to deliver a service your staff must interact with the consumers.
Highlighted by 3 Kindle users

All comments and suggestions are welcome. Contact Rob

Owners of this book will find the references and other useful resources here

Find out about Rob's other books.