VeriSM™ Professional Courseware E-Book

Helen Morris

• Herausgeber: Van Haren Publishing
• Kategorie: Bildung
• Sprache: Englisch

Seitenzahl: 172

Veröffentlichungsjahr: 2019

Beschreibung

Besides the VeriSM™ Professional Courseware (ISBN: 9789401830847) publication you are advised to obtain the publication VeriSM™ - A service management approach for the digital age (ISBN: 9789401802406). Service management has never been so important, as all organizations are either receiving or providing services to and from others. As digitization has spread through our organizations and culture, IT has become a vital part of our workplace. VeriSM™ provides guidance on how to manage the variety of service management approaches which have now become common practice. Often organizations do not know how to combine these approaches, or if they should adopt one or another in preference. VeriSM™ allows an organization to understand how to make the best use of all of its approaches. The courseware is designed to support your learning about the VeriSM™ concepts, and to be a guide to your understanding of service management and its use across the whole organization.

Leseprobe

Colophon

Title:

VeriSM™ – Professional Courseware

Authors:

Helen Morris & Liz Gallacher

Publisher:

Van Haren Publishing, ‘s Hertogenbosch

Design and Layout:

Coco Bookmedia, Amersfoort

Cover illustration:

Frank van Driel

NUR code:

981 / 123

ISBN Courseware:

9789401803847

PDF:

9789401803854

EPUB:

9789401803861

Edition:

First edition, first print, December 2018

Copyright:

© Van Haren Publishing 2018

For further information about Van Haren Publishing please e-mail us at: [email protected] or visit our website: www.vanharen.net

All rights reserved. No part of this publication may be reproduced in any form by print, photoprint, microfilm or any other means without written permission by the publisher. Although this publication has been composed with much care, neither author, nor editor, nor publisher can accept any liability for damage caused by possible errors and/or incompleteness in this publication.

Trademark notices:

BiSL® is a registered trademark of ASL BiSL Foundation.

CMMI/SVC is a registered trademark of Software Engineering Institute

COBIT® is a registered trademark of ISACA.

Emotional Intelligence Appraisal® is a registered trademark of TalentSmart

ISO/IEC 20000® and ISO/IEC 27000® are a registered trademark of ISO.

ITIL® is a registered trademark of AXELOS Limited.

IT4IT® is a registered trademark of The Open Group.

NPS® is a registered trademark of Net Promoter Network

PMBOK® is a registered trademark of PMI Inc.

PRINCE2® is a registered trademark of AXELOS Limited.

SAFe® is a registered trademark of Scaled Agile Inc.

SIAM® is a registered trademark of EXIN.

Other publications by Van Haren Publishing

Van Haren Publishing (VHP) specializes in titles on Best Practices, methods and standards within four domains:

- IT and IT Management

- Architecture (Enterprise and IT)

- Business Management and

- Project Management

Van Haren Publishing is also publishing on behalf of leading organizations and companies: ASLBiSL Foundation, BRMI, CA, Centre Henri Tudor, Gaming Works, IACCM, IAOP, IFDC, Innovation Value Institute, IPMA-NL, ITSqc, NAF, KNVI, PMI-NL, PON, The Open Group, The SOX Institute.

Topics are (per domain):

IT and IT Management

ABC of ICT

ASL®

CATS CM®

CMMI®

COBIT®

e-CF

ISO/IEC 20000

ISO/IEC 27001/27002

ISPL

IT4IT®

IT-CMF™

IT Service CMM

ITIL®

MOF

MSF

SABSA

SAF

SIAM™

TRIM

VeriSM™

Enterprise Architecture

ArchiMate®

GEA®

Novius Architectuur

Methode

TOGAF®

Business Management

BABOK ® Guide

BiSL® and BiSL® Next

BRMBOK™

BTF

EFQM

eSCM

IACCM

ISA-95

ISO 9000/9001

OPBOK

SixSigma

SOX

SqEME®

Project Management

A4-Projectmanagement

DSDM/Atern

ICB / NCB

ISO 21500

MINCE®

M_o_R®

MSP®

P3O®

PMBOK ® Guide

Praxis®

PRINCE2®

For the latest information on VHP publications, visit our website: www.vanharen.net.

Publisher about the Courseware

The Courseware was created by experts from the industry who served as the author(s) for this publication. The input for the material is based on existing publications and the experience and expertise of the author(s). The material has been revised by trainers who also have experience working with the material. Close attention was also paid to the key learning points to ensure what needs to be mastered.

The objective of the courseware is to provide maximum support to the trainer and to the student, during his or her training. The material has a modular structure and according to the author(s) has the highest success rate should the student opt for examination. The Courseware is also accredited for this reason, wherever applicable.

In order to satisfy the requirements for accreditation the material must meet certain quality standards. The structure, the use of certain terms, diagrams and references are all part of this accreditation. Additionally, the material must be made available to each student in order to obtain full accreditation. To optimally support the trainer and the participant of the training assignments, practice exams and results are provided with the material.

Direct reference to advised literature is also regularly covered in the sheets so that students can find additional information concerning a particular topic. The decision to leave out notes pages from the Courseware was to encourage students to take notes throughout the material.

Although the courseware is complete, the possibility that the trainer deviates from the structure of the sheets or chooses to not refer to all the sheets or commands does exist. The student always has the possibility to cover these topics and go through them on their own time. It is recommended to follow the structure of the courseware and publications for maximum exam preparation.

The courseware and the recommended literature are the perfect combination to learn and understand the theory.

-- Van Haren Publishing

Authors about this Courseware

It has been a pleasure to work on this courseware, following the work completed by the VeriSM authors. The approach proposed in VeriSM is forward thinking, supporting adoption of service management practices in today’s digital age.

Service management has never been so important, as all organizations are either receiving or providing services to and from others. As digitization has spread through our organizations and culture, IT has become a vital part of our workplace. VeriSM provides guidance on how to manage the variety of service management approaches which have now become common practice. Often organizations do not know how to combine these approaches, or if they should adopt one or another in preference. VeriSM allows an organization to understand how to make the best use of all of its approaches.

Working on the courseware has given us an opportunity to appreciate the dedication of the authors and the innovative approaches that are being used to support organizations through the VeriSM practices. We hope that the courseware and the recommended literature will be the perfect combination to learn and understand the theory.

The courseware is designed to support your learning about the VeriSM concepts, and to be a guide to your understanding of service management and its use across the whole organization. We hope you will find the contents of VeriSM as interesting and useful as we have, and that our presentation of these concepts will be engaging and informative.

-- Helen and Liz

Table of content

Agenda

Reflection

Introduction

(3)

Exam specifications

(9)

Module 1, A digital world

(11)

1.1 Concepts in a digital world

(13)

1.2 Working in a digital context

(32)

Assignment

(43)

Quiz questions

(48)

Module 2, Digital Leadership and Structure

(54)

2.1 Digital leaders

(56)

2.2 Organizational structure and culture

(68)

Assignment

(86)

Quiz questions

(90)

Module 3, Transformation techniques

(95)

3.1 Using transformation techniques

(97)

Assignment

(119)

Quiz questions

(123)

Module 4, Governance and Strategy

(129)

4.1 Governance and service management principles

(130)

Assignment

(157)

Quiz questions

(161)

Module 5, Applying VeriSM™

(167)

5.1 Using the VeriSM™ model

(168)

Quiz questions

(172)

5.2 Setting up the solution

(177)

Quiz questions

(221)

5.3 Leading the solution though the produce

(236)

Quiz questions

(244)

Module 6, Promoting VeriSM™

(247)

6.2 Creating the plan

(248)

Quiz question

(259)

Practical Assignment

Introduction

Assignment 1: Assess strategic initiatives

Assignment 2: Management Mesh

Assignment 3: Transformation Opportunities

Assignment 4: VeriSM™ Model

Evaluation

Case Study

Company background

Office of strategic Development (OSD)

Organizational Capabilities

Human Recourses

Finance

Marketing

IT organization

IT Service management

Sample Exam

Introduction

Sample exam

Answer key

Evaluation

Preparation Guide

Overview

Certification requirements

List of Basic Concepts

Literature

Timetable

Day 1

Introduction

Structure of the training course and the programme

Part 1

Module 1: Overview of VeriSM

Concepts in a digital world

Working in a digital context

Lunch

Module 2: Digital leadership

Organizational structure and culture

Part 2

Module 3: Transformation techniques

Summary / homework

Day 2

Recap on previous content / homework

Module 4: Governance and strategy

Part 1

Service management principles

Evaluate / Direct / Monitor

Lunch

Module 5: Applying the VeriSM model

Part 2

Setting up the solution

Day 3

Recap on previous content / homework

Part 1

Module 5: Applying the VeriSM model continued -Leading the solution through the Produce, Provide and Respond stagesModule 6: Promoting VeriSM

Practice questions

Lunch

Review

Part 2

Exam

Self-Reflection of understanding Diagram

‘What you do not measure, you cannot control.” – Tom Peters

Fill in this diagram to self-evaluate your understanding of the material. This is an evaluation of how well you know the material and how well you understand it. In order to pass the exam successfully you should be aiming to reach the higher end of Level 3. If you really want to become a pro, then you should be aiming for Level 4. Your overall level of understanding will naturally follow the learning curve. So, it’s important to keep track of where you are at each point of the training and address any areas of difficulty.

Based on where you are within the Self-Reflection of Understanding diagram you can evaluate the progress of your own training.

Write down the problem areas that you are still having difficulty with so that you can consolidate them yourself, or with your trainer. After you have had a look at these, then you should evaluate to see if you now have a better understanding of where you actually are on the learning curve.

Troubleshooting

VeriSM™ Professional

Practical Assignments

Edition 201810

1. Introduction

Fulfillment of the practical assignments is part of the certification requirements for VeriSM™ Professional.

Both the candidate and, if applicable, the trainer are responsible that the candidate participates in the assignments in such a way that individual performance can be assessed. This is particularly important in group assignments.

1.1 Adaptations

Accredited training organizations (ATO’s) may adapt the practical assignments to fit with the examples and use case studies presented in the training. However, the scoring criteria may not be changed.

Adaptations have to be assessed as part of the training materials audit on which the accreditation of the training organization is based. All assignments must be assessed based on the criteria provided by EXIN in the checklists in this document.

1.2 General Guidelines

In general, the following guidelines should be followed in addition to the requirements per assignment:

1. The candidate plans the activities within the assignment, unless otherwise stated.

2. The candidate communicates with others where needed.

3. The candidate provides their own solutions.

4. The candidate contributes to the quality of the assignment, especially in group-work.

5. Solutions provided are realistic and thus fit for the scenario or case study.

6. Solutions provided match with business and digital transformation objectives.

1.3 e-Competence Framework

The e-Competence Framework (e-CF)1 is an accepted and common framework developed in Europe (http://www.ecompetences.eu/). EXIN supports the e-CF, because EXIN believes in professionals showing their competences and growing towards their full potential by helping them make their competences transparent. The VeriSM™ Professional certification is based on the e-CF.

The practical assignments are used to demonstrate practical skills and experience which cannot be tested in a multiple choice exam. Including practical assignments as part of the certification helps ensure that the practical elements of competence are tested, and not just the theoretical or knowledge-based elements.

1.4 Assessment

In order to complete the practical assignments, there needs to be a check that the activities in the assignment have been carried out and the requirements have been met. This check can be done by an accredited trainer from the ATO, or if the candidate has chosen to prepare for their exam through self-study, they will be required to complete the practical assignments independently, including a check of their own work to confirm that they have completed the assignments according to the requirements. The person performing the check (whether a trainer or the candidate) needs to familiarize themselves with the assessment criteria.

Each assessment has exam specifications as assessment criteria. These exam specifications are linked to the e-CF. The criteria are found in the Checklists. The Checklist needs to be filled in for each individual candidate, stating whether or not the criteria have been observed. After completion of the assignments, the final Evaluation needs to be filled in.

In case completion of the practical assignments is checked by an accredited trainer, the ATO should save the candidate’s results in their archive, as they can be requested during an EXIN audit.

A candidate who has chosen to prepare for their exam through self-study is required to upload the outcomes, checklists and evaluation in MyLogin. By uploading this document as evidence of training, the candidate declares that they have performed the activities of the practical assignments. EXIN is entitled to contact the candidate about the execution of the practical assignments.

___________________

1 The text is based on the European e-Competence Framework 3.0. CWA 16234:2014.

2. Assignment 1: Assess strategic initiatives

Background

The case study of FCH.

You are hired as the principal consultant to the CEO.

Your assignment

The CEO and the Head of the Office of Strategic Development (OSD) of FCH ask you to assess the current system-wide strategic initiatives using the principles of the VeriSM™ approach. You need to evaluate these system-wide strategic initiatives and choose which initiative should be worked on first.

Recommended time

1.5 hours

Reference materials

VeriSM™ Professional case study;

VeriSM™ : A service management approach for the digital age, Chapter 7, 8, and 9;

VeriSM™ : Unwrapped and applied, Chapter 3.5, 3.8, 8 and 10.

Expected results

• An assessment, that takes into account:

○ Starting and ending with the consumer

▪ which initiatives start and end with the consumer?

▪ which initiatives are leading to a consumer benefit?

○ Good governance

▪ which initiatives support good governance?

○ Service Management Principles

▪ which Service Management Principles are most relevant for each initiative?

○ Digital transformation approaches

▪ which digital transformation approach is applicable for each system-wide strategic initiative?

• A justification of the decision of which initiative should be worked on first.

• A recommendation and justification to C-suite for an organization-led implementation, a consultant or vendor-led implementation or a mix implementation.

Assessment criteria for the exercise

The candidate can…

• match initiatives to the consumer’s needs;

• match initiatives to the organization’s current state;

• distinguish and choose digital transformation approaches;

• justify a decision based on an assessment.

Assignment 1 Checklist

Note down the assessment of the candidate per exam specification.

e-Competence

Exam specification

The candidate can...

Observed?Tick the box if observed

A7, A9

1.1.1

Define how VeriSM™ addresses digital practices, the digital age and a digital organization.

□

E7

1.2.1

Define, justify and apply the three digital transformation methods.

□

E7

1.2.3

Apply digital transformation options based on organizational requirements.

□

A4

4.1.2

Connect EDM activities and outcomes to development of the organizational portfolio and to service management principles.

□

E4

6.1.1

Illustrate how to gain C-suite approval and support.

□

3. Assignment 2: Management Mesh

Background

The case study of FCH.

You are hired as the principal consultant to the CEO.

Your assignment

The management team has decided to realize the following two strategic initiatives: ‘Upgrade of the Electronic Medical Record (EMR) system’ and ‘upgrade the inpatient revenue systems with external support’. In your role as principal consultant you propose to introduce some changes in order to anticipate future requirements very flexibly but based on proven practices.

Create a Management Mesh to cover all topics (360° view) and to evaluate what is needed to achieve a sustainable, flexible environment within FCH.

Recommended time

1.5 hours

Reference materials

VeriSM™ Professional case study;

VeriSM™ : A service management approach for the digital age, Chapter 10;

VeriSM™ : Unwrapped and applied, Chapter 12 and 14.

Expected results

• The current Management Mesh and consider:

○ the four sides of the Mesh and the order to build the Mesh.

○ how the Mesh should be filled.

• The required Management Mesh based on the two chosen strategic initiatives and consider:

○ the four sides of the Mesh and the order to build the Mesh.

○ the necessary elements to establish the two strategic initiatives.

○ how the Mesh should be filled.

• A description of the gaps.

Assessment criteria for the exercise

The candidate can…

• understand the Management Mesh;

• apply the Management Mesh based on a case study with defined goals;

• perform a gap analysis.

Assignment 2 Checklist

Note down the assessment of the candidate per exam specification.

e-Competence

Exam specification

The candidate can...

Observed?Tick the box if observed

A4, D11

5.1.1

Apply the VeriSM™ model to address a new or changed service or product.

□

A4

5.2.1

Apply the Management Mesh to an organization and a new or changed product or service.

□

A7, A9

5.2.4

Choose appropriate management practices and technologies.

□

D11

5.2.5

Choose appropriate gap analysis techniques.

□

4. Assignment 3: Transformational Opportunities

Background

The case study of FCH.

You are hired as the principal consultant to the CEO.

Your assignment

Multiple Employee Satisfaction Surveys (ESS) over all 20,000 employees showed that the satisfaction rate is very poor and is still decreasing. The management team has decided to gather more information before starting an organizational change management (OCM) program.

In your role as principal consultant, the management team wants you to do an analysis. This analysis should consider key activities and expected results, which build the foundation for the OCM-program.

Recommended time

1.5 hours

Reference materials

VeriSM™ Professional case study;

VeriSM™ : A service management approach for the digital age, Chapter 2, 5, and 6.6;

VeriSM™ : Unwrapped and applied, Chapter 4, 5, 6, and 9.

Expected results

• An analysis including an identification of,

○ the current leadership;

○ the current organizational hierarchy;

○ the current collaboration styles;

• A description of the ideal organizational model for FCH in order to increase employee satisfaction.

• A recommendation for the most appropriate transformation technique.

Assessment criteria for the exercise

The candidate can…

• analyze the relationship between the organizational structure and employee satisfaction;

• choose an appropriate transformation technique;

• describe an ideal organizational model.

Assignment 3 Checklist

Note down the assessment of the candidate per exam specification.

e-Competence

Exam specification

The candidate can...

Observed?Tick the box if observed

E4

2.1.1

Illustrate the digital leadership characteristics, digital skills and digital awareness that leaders should have.

□

D9

2.1.2

Differentiate between digital leadership requirements for initial and ongoing efforts.

□

D9, E7

2.2.1

Modify a traditional organizational hierarchy to one that embraces constant change.

□

D9

2.2.2

Analyze and develop teams for collaboration.

□

E7

3.1.1

Apply appropriate transformation techniques based on a transformational focus.

□

5. Assignment 4: VeriSM™ Model

Background

The case study of FCH.

You are hired as the principal consultant to the CEO.

Your assignment

One of the strategic initiatives is continuing to grow and merging with one to three new hospitals.