VeriSM™ Foundation

1. The Service Organization

• Define key elements of an organization
• Describe how to optimize organizational interactions
• Define the elements of organizational governance (evaluate, direct, monitor)
• Explain how governance flows through an organization
• Define the impact of technology changes on organizations
• Describe the impact of digital transformation on service management

2. Service Culture

• Define a service culture
• Explain the elements of a service culture

3. People and Organizational Structure

• Define the differences between a leader and a manager
• Explain the competencies of the service management professional
• List the elements of a well-functioning team
• Explain methods to overcome team challenges (silos, virtual teams)
• Explain the challenges of managing consumers
• Describe the elements of communication
• Explain organizational change principles

4. The VeriSM™ Model

• Define the elements of the VeriSM™ model
• Explain how VeriSM™ redefines service management
• Explain how VeriSM™ uses the Management Mesh to create and support services
• Explain the elements within each of the four stages of the VeriSM™ model: Define, Produce, Provide, Respond
• Define the process of selecting and integrating management practices
• Explain the characteristics of successful operating models

5. Progressive Practices

• Indicate the success factors for adopting progressive management practices
• Clarify the key concepts and when to apply Agile, DevOps, Service Integration and Management (SIAM™), and Lean as a management practice
• Define the importance of considering Shift Left, Customer Experience (CX)/User Experience (UX), continuous delivery practices in service delivery

6. Innovative Technologies

• Summarize the implications of technology on service management
• Explain the benefits of cloud, virtualization, and automation
• Explain the impact of Big Data, Internet of Things (IoT), mobile computing, bring your own device (BYOD) on service management
• Define serverless computing, artificial intelligence, Robotic Process Automation (RPA), machine learning, and containerization in relation to service delivery

7. Getting Started

• Identify steps to initiate an improvement program based on VeriSM™
• Differentiate between reactive and proactive operations