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Boeken IT-management / ICT VeriSM - Foundation Courseware
VeriSM - Foundation Courseware
VeriSM - Foundation Courseware
Helen Morris Helen Morris has implemented improvement programs for a wide variety of organizations, based on IT Service Management best practice. Meer over de auteurs
Lees het volledige artikel
Helen Morris, Liz Gallacher

VeriSM - Foundation Courseware

Paperback Engels 2018 9789401802628
1 beoordeling
Verkooppositie 4375
Verwachte levertijd ongeveer 5 werkdagen
59,68
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Samenvatting Specificaties Over de auteur Inhoudsopgave

Samenvatting

The Courseware package consist out of two publications, VeriSMTM - Foundation Courseware and VeriSMTM - A service management approach This training material covers the syllabus for the VeriSM Foundation qualification. The training can be delivered over two days. This courseware is accredited to prepare the student for the VeriSM™ Foundation certification.

VeriSM Foundation consists of two parts: VeriSM Essentials and VeriSM Plus , each covering one day of training.

Students who already have an (IT) Service Management certificate can benefit from the knowledge they already have. They are the audience for a VeriSM™ Plus training only. When they pass the VeriSM™ Plus exam they receive the VeriSM™ Foundation certificate.

Training Providers who want to offer a one day training on service management principles can decide to offer the VeriSM™ Essentials training only. Students who pass the VeriSM™ Essentials exam, receive the VeriSM™ Essentials certificate. If they pass the VeriSM™ Plus exam later, they will automatically receive the VeriSM™ Foundation certificate.

The courseware covers the following topics:
- The Service Organization (Essentials)
- Service culture (Essentials)
- People and organizational structure (Essentials)
- The VeriSM model (both)
- Progressive practices (Plus)
- Innovative technologies (Plus)

VeriSM is a holistic, business-oriented approach to Service Management, which helps to make sense of the growing landscape of best practices and how to integrate them to offer value to the consumer.

It is an evolution in Service Management thinking, and provides an up-to-date approach, including the latest practices and technological developments, to help organizations in transforming their business to the new reality of the digital age.

VeriSM is Value-driven, Evolving, Responsive and Integrated Service Management.

VeriSM is a registered trademark of and owned by IFDC, the International Foundation of Digital Competences.

Specificaties

ISBN13:9789401802628
Trefwoorden:IT Service Management, VeriSM
Taal:Engels
Bindwijze:paperback
Aantal pagina's:355
Uitgever:Van Haren Publishing B.V.
Druk:1
Verschijningsdatum:5-2-2018
Hoofdrubriek:IT-management / ICT
Serie:Courseware

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Over Helen Morris

Helen Morris has implemented improvement programs for a wide variety of organizations, based on IT Service Management best practice. Helen holds the ITIL Manager and ITIL Expert certifications. She also holds the ISEB Consultancy certificate, and specializes in service management consultancy. Both Liz and Helen are fully accredited ITIL trainers.

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Over Liz Gallacher

Liz Gallacher has implemented improvement programs based on the ITIL framework for many different organizations. Liz holds the ITIL Manager and ITIL Expert certifications and was a member of the ISEB Managers Certificate Examiners panel.

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Inhoudsopgave

Agenda 7
About this course (3) 9

1. The Service Organization (12) 13
1.1 Organizational Context (13) 14
1.2 Organizational Governance (22) 18
1.3 Digital Transformation (28) 21
2. Service Culture (38) 26
2.1 Service Culture (39) 27
3. People and organizational structure (50) 32
3.1 People and Organizational Structure (51) 33
3.2 Service Management Challenges (67) 41
4. The VeriSM™ Model (93) 54
4.1 The VeriSM™ Model (94) 54
4.2 Adapting the VeriSM™ Model (140) 77
5. Progressive practices (159) 87
5.1 Progressive Practices (160) 87
6. Innovative technologies (209) 112
6.1 Impact of Technology (210) 112
7. Getting started (239) 127
7.1 Getting Started (240) 127

Assignments VeriSM™ 132
Assignment Module 1 133
Assignment Module 2 134
Assignment Module 3 135
Assignment Module 4 136
Assignment Module 5 137
Assignment Module 6 138
Assignments VeriSM™ - Answers 139
Answers assignment Module 1 139
Answers assignment Module 2 140
Answers assignment Module 3 141
Answers assignment Module 4 142
Answers assignment Module 5 143
Answers assignment Module 6 144
VeriSM™ Foundation, Essentials and Plus – Preparation Guide 145
VeriSM™ Foundation Sample Exam 160
VeriSM™ Foundation Sample Exam – Answer key 172
VeriSM™ Essentials Sample Exam 204
VeriSM™ Essentials Sample Exam – Answer key 212
VeriSM™ Plus Sample Exam 229
VeriSM™ Plus Sample Exam – Answer key 236

Appendix I – Table 25 Situational Analysis of Management Practices 252

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VeriSM - Foundation Courseware
VeriSM - A service management approach for the digital age
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