1.The Service Organization
1.1 Digital transformation
1.1.1 Define the impact of technology changes on organizations
1.1.2 Describe the impact of digital transformation on service management.
2. People and organizational structure
2.1 Organization structure
2.1.1 Define the differences between a leader and a manager.
2.1.2 Explain the competencies of the service management professional.
2.1.3 List the elements of a well-functioning team
3. The VeriSM model
3.1 The VeriSM model
3.1.1 Define the elements of the VeriSM model.
3.1.2 Explain how VeriSM re-defines service management.
3.1.3 Explain how VeriSM uses the management mesh to create and support services.
3.1.4 Explain the elements within each of the four stages of the VeriSM Model:
Define
Produce
Provide
Respond
3.2 dapting the VeriSM model
3.2.1 Define the process of selecting and integrating management practices.
3.2.2 Explain the characteristics of successful operating models.
4. Progressive practices
4.1 Indicate the success factors for adopting progressive management practices.
4.2 Clarify the key concepts and when to apply Agile, DevOps, SIAM, Lean as a management practice.
4.3 Define the importance of considering Shift Left, Customer Experience/User Experience, Continuous Delivery practices in service delivery.
5. Innovative technologies
5.1 Summarize the implications of technology on service management.
5.2 Explain the benefits of cloud, virtualization, and automation.
5.3 Explain the impact of big data, internet of things, mobile computing, bring your own device on service management.
5.4 Define serverless computing, artificial intelligence, Robotic Process Automation (RPA), Machine Learning, and containerization in relation to service delivery.
6. Getting started
6.1 Identify steps to initiate an improvement program based on VeriSM.
6.2 Differentiate between reactive and proactive operations.
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