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VeriSM Foundation Training Course

Learn How To Implement Service Management At An Enterprise Level


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.

Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Included
2 Days
£995Excl. VAT

Course Outline

The course syllabus consists of a number of learning objectives:

1. The Service Organization

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

    • Define
    • Produce
    • Provide
    • Respond

4.2 Adapting the VeriSM™ model

The candidate can:

4.2.1 Define the process of selecting and integrating management practices.

4.2.2 Explain the characteristics of successful operating models

5. Progressive Practices

5.1 Progressive practices

The candidate can:

5.1.1 Indicate the success factors for adopting progressive management practices

5.1.2 Clarify the key concepts and when to apply Agile, DevOps, SIAM™, Lean as a management practice

6. Innovative Technologies

6.1 Impact of Technology

The candidate can:

6.1.1 Summarize the implications of technology on service management

6.1.2 Explain the benefits of cloud, virtualisation, and automation

6.1.3 Explain the impact of big data, internet of things, mobile computing, bring your own device on service management

6.1.4 Describe server-less computing, artificial intelligence, Robotic Process Automation (RPA), Machine Learning, and containerization

7. Getting Started with VeriSM™

7.1 Getting started

The candidate can:

7.1.1 Identify how to get started

7.1.2 Describe how to move from reactive to proactive operations


An accredited training course will require a minimum of 14 hours of study run over a minimum of 3 days including mock and live exams.

The course is delivered in a traditional classroom setting allowing full discussion of the new approach and principles.

Specific Learning Objectives of VeriSM™ Foundation range certificates

  • The Service Organisation
  • Service culture
  • People and organisational structure
  • The VeriSM™ model
  • Progressive practices
  • Innovative technologies
  • Getting started.

About the Course

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.

Who Should Attend

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:

  • Graduates and undergraduates – who will be joining organisations and who need to understand the principles of service management.
  • Everyone within a service organisation, in particular:
    • Managers – who want to understand how to leverage evolving management practices;
    • Service owners and service managers – who need to bring their skills up to date and understand how service management has changed;
    • Executives – who are accountable for effective service delivery;
    • IT professionals - who need to understand the impact of evolving management practices and new technologies on their role.

        Materials Provided

        Full course materials are provided including

        • Course folder and notes pages
        • The official VeriSM book
        • Pen with highlighter

        Organisational Benefits

        Organisational benefits include:

        • Bringing your staff and organisation up to date with the very latest in IT Service Management Best Practice
        • Efficiency savings
        • Better alignment with business needs

        Individual Benefits

        Personal benefits include:

        • An understanding of the VeriSM approach
        • Gaining the very latest skills
        • Improving your career prospects


        There are no formal prerequisites however a good prior knowledge of Service Management is desirable.

        Completion of VeriSM™ Foundation training to support the VeriSM™ Foundation exam is strongly recommended.

        Alternatively, new sector entrants wishing to gain the VeriSM™ Foundation level may wish to consider successful completion of the VeriSM™ Essentials exam + successful completion of the VeriSM™ Plus exam.

        Note: This pathway has full equivalency to VeriSM™ Foundation


        None required

        Exam Overview

        The exam is accredited by BCS and comprises:

        • Closed book
        • 1 hour
        • 40 question multiple choice

        Pass mark: 65% (26 out of 40)

        If the examination is taken in a language that is not the candidate’s native/official language, candidates are entitled to 25% extra time

        Exam Type

        Proctored Exam

        Professional Development Units - PDUs

        VeriSM Foundation Certificate


        VeriSM Foundation

        Next Steps

        Two further courses are in the process of development

        • VeriSM Practitioner
        • VeriSM Leader

        More details will be available soon


        This is an excellent course designed to give you a complete understanding of the VeriSM approach and how it pulls together your current Best Practice methodologies and frameworks.

        VeriSM Foundation Course Dates

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