VeriSM Foundation Certification

VeriSM™ describes a service management approach from the organizational level, looking at the end-to-end view rather than focusing on a single department. Based around the VeriSM™ model, it shows organizations how they can adopt a range of management practices in a flexible way to deliver the right product or service at the right time to their consumers. VeriSM™ allows a tailored approach depending upon the type of business you are in, the size of your organization, your business priorities, your organizational culture, and even the nature of the individual project or service you are working on. Rather than focusing on one prescriptive way of working, it helps organizations to respond to their consumers and deliver value with integrated service management practices. VeriSM™ shows you how to fit your current, effective ways of working into an overall organizational context and flexibly adopt different management practices to meet different service management situations.


At the end of this course, you will be able to:

– Define the elements of organizational governance (evaluate, direct, monitor).
– Describe the impact of digital transformation on service management.
– Explain methods to overcome team challenges (silos, virtual teams).
– 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.
– Clarify the key concepts and when to apply Agile, DevOps, SIAM™, Lean as a management practice.
– Define the importance of considering Shift Left, Customer Experience/User Experience, Continuous Delivery practices in service delivery.
– Explain the benefits of cloud, virtualization, and automation.
– Explain the impact of big data, internet of things, mobile computing, bring your own device on service management.
– Define serverless computing, artificial intelligence, Robotic Process Automation (RPA), Machine Learning, and containerization in relation to service delivery.
– Identify steps to initiate an improvement program based on VeriSM™.

There are no specific prerequisites.

The certifications are essential for anyone who works with products and services and will be of particular interest to:

– Graduates and undergraduates – who will be joining organizations and who need to understand the principles of service management.
– Everyone within a service organization, in particular:

1. Managers – who want to understand how to leverage evolving management practices.

2. Service owners and service managers – who need to bring their skills up to date and understand how service management has changed.

3. Executives – who are accountable for effective service delivery.

4. IT professionals – who need to understand the impact of evolving management practices and new technologies on their role.

1.1 Organizational context
1.2 Organizational governance
1.3 Digital transformation

2.1 Service culture
3.1 Organization structure
3.2 Service Management challenges

4.1 The VeriSM™ model
4.2 Adapting the VeriSM™ model

5.1 Progressive practices

6.1 Impact of technology
7.1 Getting Started
Length of exam 1 hour
Number of questions 40
Question format Multiple choice questions
Passing grade 65% (26/40 questions)
Exam availability English
Testing center Online Proctored / Paper-based