This book is intended as a self-study guide for the VeriSM(TM) Foundation, VeriSM(TM) Essentials, and VeriSM(TM) 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(TM) Foundation, VeriSM(TM) Essentials, and VeriSM(TM) 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(TM) Foundation, VeriSM(TM) Essentials and VeriSM(TM) 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(TM) - 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).

This book is intended as a self-study guide for the VeriSMTM Foundation, VeriSMTM Essentials, and VeriSMTM 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 VeriSMTM Foundation, VeriSMTM Essentials, and VeriSMTM 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. VeriSMTM Foundation, VeriSMTM Essentials and VeriSMTM 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, “VeriSMTM - 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).

This training material covers the syllabus for the VeriSM(TM) Foundation qualification. The training can be delivered over two days. This courseware is accredited to prepare the student for the VeriSM(TM) Foundation certification.

An Education in Service Management – A guide to building a successful service management career and delivering organisational success IT is a business-critical function. It delivers experiences, stimulates strategic shifts, and protects organisations from theft, cyber attacks, and the related regulatory, reputational and financial impacts. ITSM is a critical element of IT that is often misunderstood. In this book, the author and his network of associates demystify ITSM and help you understand how: Working in or with ITSM enables you to build a career that spans global industries, locations and sectors; ITSM roles vary from service desk analyst to chief technology officer or consultant; and As a CTO, a CIO or an organisational leader, you can enable your teams to deliver exceptional digital experiences that delight your consumers, partners and customers.

Besides the VeriSMTM – Foundation Courseware (ISBN: 9789401802628) publication you are advised to obtain the publication VeriSMTM - A service management approach for the digital age (ISBN: 9789401802406). Contact us at [email protected] to find out more about our Courseware Partnership. This training material covers the syllabus for the VeriSMTM Foundation qualification. The training can be delivered over two days. This courseware is accredited to prepare the student for the VeriSMTM Foundation certification. VeriSMTM Foundation consists of two parts: VeriSMTM Essentials and VeriSMTM 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 VeriSMTM Plus training only. When they pass the VeriSMTM Plus exam they receive the VeriSMTM Foundation certificate. Training Providers who want to offer a one day training on service management principles can decide to offer the VeriSMTM Essentials training only. Students who pass the VeriSMTM Essentials exam, receive the VeriSMTM Essentials certificate. If they pass the VeriSMTM Plus exam later, they will automatically receive the VeriSMTM Foundation certificate. The courseware covers the following topics: • The Service Organization (Essentials) • Service culture (Essentials) • People and organizational structure (Essentials) • The VeriSMTM model (both) • Progressive practices (Plus) • Innovative technologies (Plus) VeriSMTM 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. VeriSMTM is Value-driven, Evolving, Responsive and Integrated Service Management. VeriSMTM is a registered trademark of and owned by IFDC, the International Foundation of Digital Competences.

pacote do Courseware consiste em duas publicações, VeriSMTM - Foundation Courseware e VeriSM TM - Foundation Study Guide. Este material de treinamento abrange o plano de estudos para a qualificação da Fundação VeriSM TM. O treinamento pode ser entregue em dois dias. Este material didático é credenciado para preparar o aluno para a certificação da VeriSM TM Foundation. O VeriSM TM Foundation consiste em duas partes: VeriSM TM Essentials e VeriSM TM Plus, cada uma cobrindo um dia de treinamento. Os alunos que já possuem um certificado de Gerenciamento de Serviços (TI) podem se beneficiar do conhecimento que já possuem. Eles são o público-alvo de apenas um treinamento do VeriSM TM Plus. Ao serem aprovados no exame VeriSM TM Plus, recebem o certificado VeriSM TM Foundation. Provedores de treinamento que desejam oferecer um treinamento de um dia sobre princípios de gerenciamento de serviços podem decidir oferecer apenas o treinamento VeriSM TM Essentials. Os alunos que forem aprovados no exame VeriSM TM Essentials receberão o certificado VeriSM TM Essentials. Se eles passarem no exame VeriSM TM Plus mais tarde, receberão automaticamente o certificado VeriSM TM Foundation. O "courseware" abrange os seguintes tópicos: A organização do serviço (Essentials) Cultura de serviço (Essentials) Pessoas e estrutura organizacional (Essentials) O modelo VeriSM TM (ambos) Práticas Progressivas (Plus) Tecnologias Inovadoras (Plus) O VeriSM TM é uma abordagem holística e orientada aos negócios para o Gerenciamento de Serviços, que ajuda a entender o panorama crescente das melhores práticas e como integrá-las para oferecer valor ao consumidor. É uma evolução no pensamento em Gerenciamento de Serviços e oferece uma abordagem atualizada, incluindo as mais recentes práticas e desenvolvimentos tecnológicos, para ajudar as organizações a transformar seus negócios para a nova realidade da era digital. O VeriSM TM é um gerenciamento orientado a valor, evolutivo, responsivo e integrado. VeriSM TM é uma marca registrada e propriedade da IFDC, a Fundação Internacional de Competências Digitais.

The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model.