VeriSM™ Foundation
Course Features/ USP/ Highlights
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
Any Other Important Information
e.g. Labs/Hands-on/Case Study :
Any other important information as a part of the course such as lab practice, system requirements from students, software’s required, case study discussed, special give aways as a part of the course.
Course Outline
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
- Define a service culture.
- Explain the elements of a service culture.
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
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Explain methods to overcome team challenges (silos, virtual teams).
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Explain the challenges of managing consumers.
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Describe the elements of communication.
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Explain organizational change principles.
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:
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Define
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Produce
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Provide
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Respond
Adapting the VeriSM™ model
- define the process of selecting and integrating management practices.
- explain the characteristics of successful operating models.
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.
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
- identify steps to initiate an improvement program based on VeriSM™.
- differentiate between reactive and proactive operations.
Student feedback
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