Methodologies · The run column
S&O
P4MGO!® S&O
Service & Operations Management
It ensures that services meet their commitment every day. This is where benefits materialize and are measured.
Operations allow no delay: if a service is interrupted, the complaint arrives that same day. And it is in operations that one verifies whether the change was justified, because a capability that never works in run has never generated value.
Where value is generated
Value is generated only in operations.
What change builds is incorporated into operations as a service and as a process, and it is there that benefits are measured. A capability that never works in run has never generated value.
Precisely because operations allow no delay, they require a discipline of their own, with its own criteria.
The two tracks
Service and Operations Management and Service and Operations Governance.
Those who govern are accountable for doing the right things; those who manage are accountable for doing things right.
Managers track
Service and Operations Management · Service & Operations Manager
For professionals responsible for managing. They decide autonomously on everything within their authority and tolerances, prepare, with their recommendation, the decisions that are not theirs to make, and are accountable for their management to the Owner.
Owners track
Service and Operations Governance · Service & Operations Owner
For professionals responsible for leading. They are accountable for the outcome to whoever delegated to them, decide under delegation from Governance within their remit, approve what the Manager escalates to them and are accountable for ensuring the initiative remains justified.
The book and the certification
P4MGO!® S&O Service & Operations Management Body of Knowledge
P4MGO!® S&O Service & Operations Manager and P4MGO!® S&O Service & Operations Owner: certifications of persons issued by Certification.Institute, holder of the Business&Co.® certification scheme, aligned with the ISO/IEC 17024 personnel certification scheme.
Intermediate level. Prerequisite: P4MGO!® Foundations for Managers or for Owners, or P4MGO!® Essentials.
P4MGO!® S&O training and implementation.
The Management and Governance courses are delivered by ATOs (Accredited Training Organizations), training organizations accredited in P4MGO!®. Implementation within the organization is the role of ACOs (Accredited Consulting Organizations), consulting firms accredited in P4MGO!®, with professionals certified in the discipline.