What you'll learn
Define the elements of enterprise governance and their importance in directing organizational activities
Define a service culture
Apply concepts of leading and managing people and organizations (e.g., teams, defining a professional, managing consumers, communication elements...)
Understand and apply the VeriSM Model
Define the progressive management methods (e.g., Agile, Lean, DevOps.) and apply appropriately based on requirements
Explain the impact of technology to service management and overall service delivery
Requirements
There are no prerequisites for the Foundation course and exam, however, it is highly recommended that candidates take an Accredited VeriSM Foundation Course prior to taking the VeriSM Foundation Exam. This course is Accredited by EXIN and taught by Dr. Suzanne Van Hove. Dr. Van Hove is a service management expert with over 20 years' experience and is one of the three contributing authors of the VeriSM Management Approach.
Description
The VeriSM Foundation course is accredited by EXIN and created by Dr. Suzanne Van Hove a key contributor to the VeriSM Approach and author of the VeriSM publications. If you are ready to learn about VeriSM, you picked the right person to learn with. Suzanne is passionate about the approach and its ability to supercharge your organization. Suzanne is hands-on with her students and always there to answer your questions.What is VeriSM and Why Is It Important?VeriSM, a new and exciting approach to Service Management developed by the International Foundation for Digital Competences (IFDC), enables organizations to meet and exceed customer requirements and compete successfully in the digital age.Key Course Features:Get VeriSM Foundation qualified online at your own pace1 year online access to the course and all materialsFully Accredited by EXINCourse comes with instructor-led video lectures, exercises and all sample examsFull Access to the instructor - Dr. Suzanne Van Hove - to ask questionsWhat makes VeriSM different?Current practices associated with Service Management are really IT Service Management - meaning the IT department has the role of service provider. In VeriSM, the entire organization is the service provider and all the various departments within the organization are its capabilities. Each capability has a role in the delivery of service to the consumer. VeriSM is based on enterprise governance and its associated principles. Defining these provides the necessary guardrails for the capabilities in how they react to their organizational portfolio (the various products and services) and consumers.Introducing the Management MeshThe Management Mesh is the core to the VeriSM Approach. It allows organizations to map their resources, environment, management methods and emerging technologies to allow them to make the best decisions in how to address consumer requirements. These four-parts take into account organizational governance and principles as it assesses the organizations capabilities and requirements. It is the critical point of VeriSM. It is what makes VeriSM different. VeriSM is not a competitor to ITIL, Agile, DevOps, COIT or any of the ISO Standards. The mesh is what enables the organization to determine which of those frameworks, methods and governance approaches need to be used. The Management Mesh is what enables organizations to take an organizational wide approach on delivering "services" to the consumer. VeriSM is about changing the mindset of the organization to understand that the entire organization is the service provider.VeriSM Embraces and Enhances "Digital"Digital transformation and digital disruption are key elements in today's service industry. Digital transformation addresses the organizations who apply digital technologies to current working practices, products or services allowing them to enter into new markets and deliver those products and services faster. Digital disruption is where digital technologies have been applied to radically change an industry - think about taxis and Uber, hotels and Airbnb and others. In either case, Service Management needs to embrace, support and incorporate these transformative practices in their management system. VeriSM defines that path.Who is VeriSM Designed For?VeriSM training and certification is designed for the service management organization - every department, every team, everyone. Everyone has an input to the products and services of an organization. This training is especially useful to those who will be involved in the digital transformation efforts but again, all professionals and organizations involved in delivering value to customers through the development, delivery, operation and/or promotion of services will benefit.How VeriSM Certification Will Benefit You and Your OrganizationAs VeriSM applies across the entire organization, the Foundation course provides the fundamentals of Service Management as well as the key concepts around digitizing Service Management. The main benefit then is the unification of concepts across the entire organization where service delivery is a shared activity among the organizational capabilities. Other benefits of VeriSM include:Integration of management methods (DevOps, Agile, Lean, SIAM, ITIL, COBIT.)A responsive model that aligns with current business goals/objectivesEnables the use of emerging technologiesTransforms the organizational cultureKnowledge on how to integrate new service management practicesPreparation for digital transformation effortsEnhancing service management skills and competenciesWho should get VeriSM Certified?VeriSM Foundation Certification is essential to anyone who works with products or services, especially:Everyone within a service providerManagers across the organization - learn how to leverage the evolving management practicesService Owners and service manager - maintaining a current skill set and understanding of the changes in service managementExecutives - as accountable parties for the functionality of the organization, understand where their influence is necessary and requiredIT Professionals - understand the impact of evolving management practices and how to leverage emerging technologies to service designUndergraduates and graduate students to enhance their skill set and upgrade their employability
Overview
Section 1: Introduction
Lecture 1 00: Course Introduction - VeriSM Foundation
Lecture 2 01: Organizations
Lecture 3 02: Digital Transformation
Lecture 4 03: Service Culture
Lecture 5 04: People
Lecture 6 05: Service Management & Teams
Lecture 7 06: Common Challenges in Service Management
Lecture 8 07: The VeriSM Model
Lecture 9 08: Service Management Principles & The Management Mesh
Lecture 10 09: The VeriSM Model Phases: Define Stage Activities
Lecture 11 10: The VeriSM Model Phases: Produce Stage Activities
Lecture 12 11: The VeriSM Model Phases: Provide Stage Activities
Lecture 13 12: The VeriSM Model Phases: Respond Stage Activities
Lecture 14 13: Adapting the VeriSM Model
Lecture 15 14: Progressive Practices: Agile
Lecture 16 15: Progressive Practices: DevOps
Lecture 17 16: Progressive Practices: SIAM
Lecture 18 17: Progressive Practices: Lean
Lecture 19 18: Progressive Practices: Shift Left
Lecture 20 19: Progressive Practices: CX/UX
Lecture 21 20: Progressive Practices: Continuous Delivery
Lecture 22 21: Emerging Technologies
Lecture 23 22: Getting Started with VeriSM
VeriSM Foundation Certification is essential to anyone who works with products or services.,Managers across the organization - learn how to leverage the evolving management practices,Service Owners and service manager - maintaining a current skill set and understanding of the changes in service management,Executives - as accountable parties for the functionality of the organization, understand where their influence is necessary and required,IT Professionals - understand the impact of evolving management practices and how to leverage emerging technologies to service design,Undergraduates and graduate students to enhance their skill set and upgrade their employability

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