VeriSM Essentials Exam Training Course

Course Syllabus

Our VeriSM™ Essentials training course will cover the following topics:

1. The Service Organisation

1.1 Organisational context

You will learn:

1.1.1 Define key elements of an organisation

1.1.2 Define how to optimise organisational interactions

1.2 Organisational governance

You will learn:

1.2.1 Define the elements of organisational governance (evaluate, direct, monitor)

1.2.2 Explain how governance “flows” through an organisation

1.3 Digital transformation

You will learn:

1.3.1 Define the impact of new technology on organisations

1.3.2 Describe the impact of digital transformation on service management

2. Service Culture

2.1 The service culture

You will learn:

2.1.1 Define a service culture

2.1.2 Explain the elements of a service culture

3. People and Organisational Structure

3.1 Organisation structure

You will learn:

3.1.1 Define the differences between a leader and a manager

3.1.2 Explain the competencies of the service management professional

3.1.3 List the elements of a well-functioning team

3.2 Service management challenges

You will learn:

3.2.1 Explain methods to overcome team challenges (silos, virtual teams)

3.2.2 Explain the challenges of managing consumers

3.2.3 Describe the elements of communication

3.2.4 Explain organisational change principles

4. The VeriSM™ Model

4.1 The VeriSM™ model

You will learn:

4.1.1 Define the elements of the VeriSM™ model

4.1.2 Explain how VeriSM™ re-defines service management

4.1.3 Explain how VeriSM™ uses the management mesh to create and stabilize services

4.1.4 Explain the elements within each of the four stages of the VeriSM™ model

• Define
• Produce
• Provide
• Respond