VeriSM™ Foundation

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 

• 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 

• 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.