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Course Features

16 Hours of Instructor Led Training

Certified and Experienced Instructors


Session recording access 

Study materials and exam prep questions 

VeriSM™ Foundation Practice Questions 


Target audience  


This course is suitable for professionals who are new to Service Management as well as those already working within a Service Management environment.  


This includes graduates and undergraduates, managers, service owners/managers, executives and IT professionals.


Exam and Certification information


  • Duration: 01 hour 
  • Number of Questions: 40 (Multiple Choice) 
  • Pass mark: 65% 
  • Open book: No 
  • Electronic equipment allowed: No 
  • Level: Foundation 
  • Languages: Chinese, Dutch, English, German, Japanese, Portuguese 


Course Outline

The service organization

Organizational context 

  • Define key elements of an organization.   
  • Describe how to optimize organizational interactions.   

Organizational governance 

  • Define the elements of organizational governance (evaluate, direct, monitor). 
  • Explain how governance flows through an organization.   

Digital transformation 

  • define the impact of technology changes on organizations.   
  • describe the impact of digital transformation on service management. 
Service culture

Service culture 

  • Define a service culture.   
  • Explain the elements of a service culture.   
People and organizational structure

Organization structure 

  • Define the differences between a leader and a manager.   
  • Explain the competencies of the service management professional.   
  • List the elements of a well-functioning team.   

Service management challenges 

  • Explain methods to overcome team challenges (silos, virtual teams). 
  • Explain the challenges of managing consumers.   
  • Describe the elements of communication.   
  • Explain organizational change principles.   
The VeriSM™ model

The VeriSM™ model 

  • define the elements of the VeriSM™ model.   
  • explain how VeriSM™ re-defines service management.   
  • explain how VeriSM™ uses the Management Mesh to create and support services. 
  • explain the elements within each of the four stages of the VeriSM™ model: 
  1. Define 

  2. Produce 

  3. Provide 

  4. Respond 

Adapting the VeriSM™ model 

  • define the process of selecting and integrating management practices. 
  • explain the characteristics of successful operating models.  
Progressive practices

Progressive practices 

  • Indicate the success factors for adopting progressive management practices. 
  • Clarify the key concepts and when to apply Agile, DevOps, Service Integration and Management (SIAM™), Lean as a management practice. 
  • Define the importance of considering Shift Left, Customer Experience (CX) / User Experience (UX), continuous delivery practices in service delivery. 
Innovative technologies

Impact of technology 

  • summarize the implications of technology on service management. F 
  • explain the benefits of cloud, virtualization, and automation. F 
  • explain the impact of Big Data, Internet of Things (IoT), mobile computing, bring your own device (BYOD) on service management. 
  • define serverless computing, artificial intelligence, Robotic Process Automation (RPA), machine learning, and containerization in relation to service delivery. 
Getting started

Getting started 

  • identify steps to initiate an improvement program based on VeriSM™. 
  • differentiate between reactive and proactive operations.  

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