VeriSM™ is a service management approach that helps service providers to create a flexible operating model to meet desired business outcomes. It describes how an organisation can define its service management principles and then use organisational capabilities, emerging technologies and a combination of management practices to deliver value.
Ideal for those new to Service Management or at the start of their careers.
The VeriSM Essentials course syllabus consists of a number of learning objectives:
1. The Service Organisation
1.1 Organisational context
The candidate can:
1.1.1 Define key elements of an organisation
1.1.2 Define how to optimise organisational interactions
1.2 Organisational governance
The candidate can:
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
The candidate can:
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
The candidate can:
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
The candidate can:
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
The candidate can:
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
The candidate can:
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
An accredited training course will require a minimum of 7 hours of study run over 1 day including live 30 minute exam.
The course is delivered in a traditional classroom setting allowing full discussion of the new approach and principles.
Specific Learning Objectives of VeriSM™ Essentials include:
VeriSM™ describes a new service management approach from the organisational level, looking at the end to end view rather than focusing on a single department. Based around the VeriSM™ model, it shows organisations how they can adopt a range of management practices in a flexible way to deliver the right product or service at the right time to their consumers. VeriSM™ allows a tailored approach depending upon the type of business you are in, the size of your organization, your business priorities, your organisational culture, and even the nature of the individual project or service you are working on.
Rather than focusing on one prescriptive way of working, it helps organisations to respond to their consumers and deliver value with integrated service management practices. VeriSM™ shows you how to fit your current, effective ways of working into an overall organisational context and flexibly adopt different management practices to meet different service management situations.
All professionals and organizations involved in delivering value to customers through the development, delivery, operation and/or promotion of services. VeriSM™ Foundation,
Essentials and Plus are useful to professionals at the very start of their service management career and also to experienced professionals who need access to a simple service management approach. The certifications are essential for anyone who works with products and services and will be of particular interest to:
Full course materials are provided including:
Organisational benefits include:
Personal benefits include:
There are no formal prerequisites however a good prior knowledge of Service Management is desirable.
None required
The exam is accredited by BCS and comprises:
Pass mark: 65% (13 out of 20)
If the examination is taken in a language that is not the candidate’s native/official language, candidates are entitled to 25% extra time
VeriSM Essentials Certificate
This is an excellent course designed to give you an essential level of understanding of the VeriSM approach and how it pulls together your current Best Practice methodologies and frameworks.
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