BSM Resources

Here are some useful service management resources for you to use in your organisation.

In addition to the following resources, see also these major resources on this site:
BSM Checklists
The Standard+Case model for ticket handling
The Tipu Method of service improvement
and of course our book Basic Service Management

A basic service management model

Here is the simple service management model used in the book Basic Service Management:
Seven Practice Areas

A basic taxonomy for service records (tickets)

This is a taxonomy (a naming or categorising system) for the records you need to track when supporting services (the Respond practice area).

A simple policy mechanism

Here is a mechanism to evolve policy that makes sure the decision-maker is consulted when necessary and not bugged when unnecessary.

The Tipu Framework

A framework is a structure to organise ourselves around. Tipu has its own Framework to allow us to organise our thinking and have something to compare other frameworks to (to identify the gaps – we like to think Tipu is pretty complete). One of the main purposes of the Tipu Framework is to show the complexity of service management. The Tipu Framework provides structure but it is not intended to provide a reference or advice.