
VeriSMT - Foundation Study Guide
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Content
- Intro
- Title
- Colophon
- Preface
- Contents
- 1 Introduction
- 1.1 Objectives
- 1.2 Purpose
- 1.3 VeriSMT
- 1.4 VeriSMT certification scheme
- 1.4.1 Target groups
- 1.5 VeriSMT model
- 1.6 How to use this Study Guide
- 2 Service Management Organizations
- 2.1 Introduction
- 2.2 Organizational context
- 2.2.1 Types of organization
- 2.2.2 Consumers
- 2.2.3 Assets and capabilities
- 2.2.4 Consumer outcomes
- 2.2.5 Interactions between business capabilities
- 2.2.6 Shadow behavior
- 2.3 Organizational governance
- 2.3.1 Governance practices and principles
- 2.3.2 The governance flow
- 2.3.3 Planning activities
- 2.4 Digital transformation
- 2.4.1 The benefits of digital transformation
- 2.4.2 Digital disruption
- 2.4.3 The impact of digital transformation
- 2.4.4 Summary of digital transformation
- 2.5 Summary Chapter 2
- 2.6 Quiz questions
- 2.7 Assignment Chapter 2
- 3 Service Culture
- 3.1 What is a service culture?
- 3.2 Elements of a service culture
- 3.2.1 Adaptability/flexibility
- 3.2.2 A focus on service quality in addition to product quality
- 3.2.3 Management of expectations
- 3.2.4 Consumer focus
- 3.3 How to create a service culture
- 3.3.1 Empowerment
- 3.3.2 Motivation
- 3.3.3 Behavior
- 3.3.4 Management responsibility
- 3.3.5 Contribution
- 3.3.6 Measuring culture
- 3.3.7 Reward and recognition
- 3.4 Summary Chapter 3
- 3.5 Quiz questions
- 3.6 Assignment Chapter 3
- 4 People Management and Organizational Structure
- 4.1 Introduction
- 4.1.1 Breadth and depth of knowledge
- 4.2 Generic organizational roles
- 4.2.1 Leaders
- 4.2.2 Managers
- 4.3 Emotional Intelligence (EI)
- 4.4 Generic competences for service management
- 4.4.1 Lifelong learning
- 4.5 Occupation or profession?
- 4.6 Organizational structures
- 4.6.1 Team development
- 4.6.2 Team building
- 4.6.3 Team motivation
- 4.6.4 Team characteristics
- 4.7 Service management challenges
- 4.7.1 Tribalism and team culture
- 4.7.2 Virtual teams
- 4.8 Relationship management
- 4.8.1 Consumer management
- 4.8.2 Supplier management
- 4.8.3 Expectation management
- 4.8.4 Communication
- 4.9 Organizational change
- 4.9.1 The 8-step approach
- 4.9.2 The volunteer army
- 4.9.3 Quick wins
- 4.9.4 Managing stakeholders for successful organizational change
- 4.9.5 The role of the sponsor
- 4.9.6 Planning for organizational change
- 4.10 Summary Chapter 4
- 4.11 Quiz questions
- 4.12 Assignment Chapter 4
- 5 The VeriSM Model
- 5.1 The VeriSM operating model
- 5.2 Service management and the VeriSM model
- 5.2.1 Service management benefits
- 5.2.2 Evolving service management
- 5.3 Governance
- 5.4 Service Management Principles
- 5.5 The Management Mesh
- 5.5.1 Building the Management Mesh
- 5.6 The VeriSM model: Define
- 5.6.1 Consumer need
- 5.6.2 Required outcome
- 5.6.3 Solution
- 5.6.4 Service Blueprint
- 5.7 The VeriSM model: Produce
- 5.7.1 Change control
- 5.7.2 Produce activity: Build
- 5.7.3 Produce activity: Test
- 5.7.4 Produce activity: Implement and Validate
- 5.8 The VeriSM model: Provide
- 5.8.1 Provide activity: Marketing
- 5.8.2 Provide activities: Protect
- 5.8.3 Provide activities: Measure and Maintain
- 5.8.4 Provide activities: Improve
- 5.9 The VeriSM model: Respond
- 5.9.1 Respond interactions
- 5.9.2 Respond activities: Record
- 5.9.3 Respond activities: Manage
- 5.10 Adapting the VeriSM model
- 5.10.1 Selecting management practices
- 5.10.2 Establish the Governance and Service Management Principles
- 5.10.3 Select and integrate a set of management practices.
- 5.10.4 Create a responsive (or flexible) operating model
- 5.10.5 Measuring performance
- 5.10.6 Measurement perspectives
- 5.10.7 Reporting
- 5.11 Summary Chapter 5
- 5.12 Quiz questions
- 5.13 Assignment Chapter 5
- 6 Progressive Practices
- 6.1 Introduction
- 6.2 Common success factors
- 6.3 Agile
- 6.3.1 Sprints
- 6.3.2 The Agile Manifesto
- 6.3.3 Four Agile values
- 6.3.4 Twelve Agile principles
- 6.3.5 The Agile mindset
- 6.3.6 When should Agile be used?
- 6.3.7 When should Agile not be used?
- 6.3.8 Agile Service Management
- 6.3.9 Agile variants
- 6.4 DevOps
- 6.4.1 DevOps and VeriSMT
- 6.4.2 DevOps principles and values
- 6.4.3 The three ways of DevOps
- 6.4.4 DevOps supporting practices
- 6.4.5 When could DevOps be used?
- 6.4.6 When is DevOps not appropriate?
- 6.4.7 DevOps variants
- 6.4.8 DevOps and service management
- 6.5 SIAM
- 6.5.1 The SIAM ecosystem
- 6.5.2 Service broker
- 6.5.3 IT as Service Integrator
- 6.5.4 Benefits of SIAM
- 6.5.5 Possible dangers of a SIAM approach
- 6.5.6 When should SIAM be used?
- 6.5.7 When should SIAM not be used?
- 6.5.8 SIAM variants
- 6.5.9 SIAM and service management
- 6.6 Lean
- 6.6.1 Lean considerations
- 6.6.2 Lean principles
- 6.6.3 Flow and pull
- 6.6.4 Waste
- 6.6.5 Takt time and cycle time
- 6.6.6 Value stream mapping
- 6.6.7 When should Lean be used?
- 6.6.8 When should Lean not be used?
- 6.6.9 Lean variants
- 6.6.10 Lean and service management
- 6.7 Shift Left
- 6.7.1 Required capabilities for Shift Left
- 6.7.2 Shift Left and VeriSMT
- 6.7.3 When should Shift Left be used?
- 6.7.4 When should Shift Left not be used?
- 6.7.5 Shift Left and service management
- 6.8 CX and UX
- 6.8.1 CX
- 6.8.2 EX
- 6.8.3 UX
- 6.8.4 DX
- 6.8.5 Net Promoter Score (NPS)
- 6.8.6 The relationship between CX and UX
- 6.8.7 When is using CX and UX principles appropriate?
- 6.8.8 When is using CX and UX principles not appropriate?
- 6.8.9 CX/UX Variants
- 6.8.10 CX/UX and service management
- 6.9 Continuous Delivery
- 6.9.1 Key concepts
- 6.9.2 When should Continuous Delivery be used?
- 6.9.3 When should Continuous Delivery not be used?
- 6.9.4 Continuous Delivery variants
- 6.9.5 Continuous Delivery and service management
- 6.10 Summary Chapter 6
- 6.11 Quiz questions
- 6.12 Assignment Chapter 6
- 7 Innovative Technologies
- 7.1 When to use new technologies
- 7.1.1 Service management considerations for new technologies
- 7.2 Cloud computing
- 7.2.1 Cloud computing benefits
- 7.2.2 Characteristics of cloud computing
- 7.3 Virtualization
- 7.3.1 Benefits of virtualization
- 7.4 Automation
- 7.4.1 Benefits of automation
- 7.5 Big Data
- 7.6 Internet of Things (IoT)
- 7.6.1 Benefits of IoT
- 7.7 Mobile computing
- 7.7.1 Benefits of mobile computing
- 7.7.2 Bring Your Own Device (BYOD)
- 7.8 Mobile Device Management (MDM)
- 7.9 Serverless computing
- 7.9.1 Benefits of serverless computing
- 7.10 Artificial Intelligence (AI)
- 7.10.1 Benefits of AI
- 7.11 Robotic Process Automation (RPA)
- 7.11.1 Benefits of using RPA
- 7.12 Machine Learning
- 7.13 Containerization
- 7.14 Summary Chapter 7
- 7.15 Quiz questions
- 7.16 Assignment Chapter 7
- 8 Getting Started with VeriSM
- 8.1 Getting Started
- 8.2 Proactive Approach
- 8.2.1 Discover
- 8.2.2 Contain
- 8.2.3 Improve
- 8.3 Acceptance of VeriSM
- 8.4 Summary Chapter 8
- Appendix A - VeriSM Foundation Sample Exam
- A.1 Sample exam
- A.2 Answer key
- A.3 Evaluation
- 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
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