Helen Morris has implemented improvement programs for a wide variety of organizations, based on IT Service Management best practice.Meer over de auteurs
VeriSM Foundation Study Guide
Service Management approach for the Digital AgePaperback Engels 2018 9789401802703
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).
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2. Service management organizations
3. Service culture
4. People management and organizational structure
5. The VeriSM model
6. Progressive practice
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 practice
Appendix F: VeriSM glossary
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