VERISM™ FOUNDATION TRAINING CERTIFICATION

Duration

3 days

WHAT IS VERISM™ ?

• VeriSM™ is a service management approach that helps service providers to create a flexible operating model to meet desired business outcomes.It helps organizations to define their service management principles. These principles will be relevant to all products and services, and include areas like security, quality, cost and risk. Service management principles are defined and communicated throughout the organization, acting as ‘guardrails’ or guides for all product and service development and operation.
• VeriSM™ also helps organizations to evolve their operating model, based on an integrated selection of management practices. VeriSM™ provides flexibility and responsiveness as opposed to a ‘one size fits all’ approach. This is necessary since all organizations are different, in terms of their size, the types of customers they serve, and their culture. VeriSM™ doesn’t tie organizations to a single management product and it allows the operating model to change when required.

BENEFIT OF VERISM™

• It helps organizations to define their service management principles
• VeriSM is one of the best answers for today's challenges in digital transformation
• It represents all the good from traditional IT-based practices and raises them up to organizational level.
• It brings together the latest thinking to help us keep pace witht hat transformation.
• Understand the needs of the consumer and business, hence capable of delivering value
• Ability to implement the VeriSM™ model and concepts within their business
• Allows businesses to deliver services and products that meet customer demand
• Demonstrator of commitment to Service Management training
• Increases the value of the individual within their organization

WHO SHOULD ATTEND?

• VeriSM can be done by all professionals and organizations involved in delivering value to customers through the development, delivery, operation and/or promotion of services
• VeriSM™ Foundation prove to be useful for professionals at the very start of ther service management career.
• It is also useful for experienced professionals who need accessto a simple service management approach.
• This certification is essential for anyone who works with products and services and will be of particular interest to graduates and undergraduates
• Within a service organization it is essential for everyone like managers, service owners and service managers, executives and IT professionals

LEARNING OBJECTIVES

• Delivering new service management and product development practices that put your business first
• Implementing service management which adds value to your business, making you more valuable in the marketplace
• Driving internal engagement and making changes that matter to the customer
• Being a sought after pioneer in delivering service management for the digital age
• Being part of a growing community.
• Enables businesses to keep up with ever-growing technological developments
• Adaptable to the entire organisation - not restricted to just one area
• Assists business in determining their Service Management principles.

COURSE CONTENTS

Introducing VeriSM

• Everything is a Service
• Customers consume
• Providers provide
• The VeriSM approach
• Adopting a VeriSM mindset
• The VeriSM approach

PART1: Services And Service Management

Organizational Context

• What is an Organisation
• Organisational structure
• Optimizing organisational interactions
• Organizational culture
• Organisational governance

Operating in a world of Digital Transformation

• The service provider's world is changing
• What is digital transformation
• Digital transfirmation and organizational strategy
• The impact of digital transformation on products and services
• The impact of digital transformation on service maagement
• Digital transformation challenges
• The impact of emerging technologies
• The impact of cloud Service Culture
• What is service culture?
• Why is service culture important?
• What does 'good' look like?
• How to create a service culture
• Cultural enablers

People : Roles, Competences and Teams

• Generic oranizational roles
• What is necessary for a service provider?
• Emotional intelligence
• Generic competences for service management
• Learning paths and career development
• Professionalism and ethics Common Service Provider Challenges
• Relationship Management
• Expectations Management
• Knowledge Management
• Communication
• Managing across the generations
• Organisational change Management
• Why do changes fail?
• Organisational behaviour Management

PART2: The VeriSM Model

The VeriSM Model

• Start with the customer
• End with customer

The VeriSM Model: Governance

• 'Good' governance

The VeriSM Model: Service Management Principles

• The history of service management
• Benefits of service management
• Evolving service management
• Service Management and the VeriSM model The VeriSM Model : Management Mesh
• Resources
• Emerging technologies
• Management practices
• Environment
• Building the mesh The VeriSM Model : Define

Objective

• Activities
• Consumer need
• Requirments gathering
• Create a solution
• The service blueprint The VeriSM Model : Produce

Objectives

• Activities
• Change control
• Build
• Test
• Implement and review The VeriSM Model : Provide

Objective

• Activities
• Service market/promotion
• Protect
• Maintain
• Improve

The VeriSM Model: Respond

Objective

• Activities
• Requests
• Issues
• Source events
• Record
• Manage

Adapting the VeriSM Model

• Selecting Managament practices
• Integrating management practices
• Characteristics of successful operating models
• Measuring the performance of an operating model
• Continual adaptation

PART3: Management Practices and Emerging Technologies

Progressive Management Practices

• Common sucess factors Agile:
• What is Agile?
• Key concepts
• Agile benefits
• Agile challenges
• Selecting Agile as a management practice
• Agile variant practices DevOps
• What is DevOps?
• Key concepts
• Selecting DevOps as a management practice
• DevOps benefits
• DevOps challenges
• DevOps varient practices
• DevOps and service management Service Integration and Management (SIAM)
• What is service integration and management (SIAM)?
• Key concepts
• Selecting SIAM as a management practice
• SIAM benefits
• SIAM challenges
• SIAM varient practices
• SIAM and service management Lean:
• What is Lean?
• Key concepts
• Selecting Lean as a management practice
• Lean benefits
• Lead challenges
• Lean varient practices
• Lean and service management Shift Left:
• What is Shift Left?
• Key concepts
• Selecting Shift Left as a management practice
• Shift Left benefits
• Shift Left challenges
• Shift Left varient practices
• Shift Left and service management Customer and User Experience
• What is customer experience
• Key concepts
• Selecting CX/UX as a management practice
• CX/UX benefits
• CX/UX challenges
• CX/UX varient practices
• CX/UX and service management Continuous Delivery
• What is Continuous delivery?
• Key concepts
• Selecting continuous delivery as a management practice
• Continuous delivery benefits
• Continuous delivery challenges
• Continuous delivery varient practices
• Continuous and service management Other Practices and Techniques
• Kanban
• Theory of Constraints
• Improvement Kata/Kaizen
• SWOT Analysis

Emerging Technologies and Service Management

• Service management implications
• Cloud
• Virtualization
• Big Data
• Internet of Things
• Machine Learning
• Robotic Process Automation
• Mobile computing technologies
• Bring your Own
• Containerization
• Serverless computing
• Artificial Intelligence Getting Started
• Going from reactive to proactive
• Plan for the long term

CERTIFICATION

• Exam Duration : 60 Minutes
• Exam Type : Computer-based or paper-based
• Number of Questions : 40
• Exam Pass Mark : 65% (26 out of 40)
• Electronic Devices Permitted : No
• Open Book : No

PREREQUISITE

• None

Programme scope, delivery arrangements and suitability are confirmed during enquiry.