VeriSM™ - Foundation Study Guide

Helen Morris, Liz Gallacher

• Publisher: Van Haren Publishing
• Year: 2018
• eBook ISBN: 9789401802956
• Topic: Education
• Subtopic: Architecture General

This book is intended as a self-study guide for the VeriSM™ Foundation, VeriSM™ Essentials, and VeriSM™ Plus qualifications. It also supports classroom and online courses for these qualifications. It is based on the requirements of the syllabuses for these three qualifications (Certification requirements for the VeriSM™ Foundation, VeriSM™ Essentials, and VeriSM™ Plus, a publication of the IFDC – International Foundation for Digital Competence). This guide is also useful for all professionals and organizations involved in delivering value to customers through the development, delivery, operation and/or promotion of services. VeriSM™ Foundation, VeriSM™ Essentials and VeriSM™ Plus prove to be useful to both professionals at the very start of their service management career and also to experienced professionals who need access to a simple service management approach. It refers to the information contained in the VeriSM handbook, "VeriSM™ - A service management approach for the digital age" - published by Van Haren Publishing. This guide has been developed for anyone who works with products and services and will be of particular interest to: graduates and undergraduates, 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 and IT professionals (who need to understand the impact of evolving management practices and new technologies on their role).

1 Introduction

▪ 1.1 OBJECTIVES

This chapter explains the purpose and use of this publication and introduces a new Service Management approach called VeriSM™.

The content of this chapter does not form part of the examinable material required by the VeriSM™ Foundation qualification syllabus, but sets the context for the study of the VeriSM™ model.

▪ 1.2 PURPOSE

This book is intended as a self-study guide for the VeriSM™ Foundation, VeriSM™ Essentials, and VeriSM™ Plus qualifications. It also supports classroom and online courses for these qualifications. It is based on the requirements of the syllabuses for these three qualifications (Certification requirements for the VeriSM™ Foundation, VeriSM™ Essentials, and VeriSM™ Plus, a publication of the IFDC International Foundation for Digital Competence).

This guide is also useful for all professionals and organizations involved in delivering value to customers through the development, delivery, operation and/or promotion of services.

VeriSM™ Foundation, VeriSM™ Essentials and VeriSM™ Plus prove to be useful to both professionals at the very start of their service management career and also to experienced professionals who wish to certify for an up-to-date service management approach. It refers to the information contained in “VeriSM™ - A service management approach for the digital age” - published by Van Haren Publishing.

▪ 1.3 VERISM™

The VeriSM approach has been developed in partnership with the global service management community to respond to the changing demands on service management and the impact of digital transformation.

VeriSM is:

■ Value-driven: focuses on providing value;

■ Evolving: an up-to-date approach which will continually evolve;

■ Responsive: facilitates a tailored approach depending on the business situation;

■ Integrated: helps you fit all the different practices together;

■ Service;

■ Management.

Today, many organizations and governments offer their services in a rapidly changing environment. This has created demand for highly-educated professionals with the right knowledge and skills in service management. To meet those changing demands, the International Foundation for Digital Competences (IFDC) has launched VeriSM™, a new service management approach. It’s important to remember that VeriSM™ doesn’t replace any effective ways of working that you might already have in place. Instead, it shows you how to fit these into an overall organizational context and flexibly adopt different management practices to meet different service management situations.

▪ 1.4 VERISM™ CERTIFICATION SCHEME

The VeriSM™ Foundation, VeriSM™ Essentials and VeriSM™ Plus certifications are part of the VeriSM™ qualification program. They build the fundamental skills and knowledge enabling individuals to participate in a service organization and to deliver value to the consumer.

The...

Table of contents

• Cover
• Title
• Colophon
• Preface
• Contents
• 1 Introduction
• 2 Service Management Organizations
• 3 Service Culture
• 4 People Management and Organizational Structure
• 5 The VeriSM Model
• 6 Progressive Practices
• 7 Innovative Technologies
• 8 Getting Started with VeriSM
• Appendix A – VeriSM Foundation Sample Exam
• Appendix B – Quiz Question Answers
• Appendix C – Assignment Example Answers
• Appendix D – Auto Trader Case Study
• Appendix E – Situational Analysis of Management Practices
• Appendix F – VeriSM Glossary