Helen Morris has implemented improvement programs for a wide variety of organizations, based on IT Service Management best practice.

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E-book

Helen Morris, Liz Gallacher

VeriSM Professional Courseware

Name: VeriSM Professional Courseware
Author: Helen Morris

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Specificaties

E-book, blz. Pdf met watermerkbeveiliging | Engels

Van Haren Publishing B.V. | 1e druk, 2019

ISBN13: 9789401803854

Rubricering

Hoofdrubriek : Computer en informatica

Juridisch : Computer en informatica

Van Haren Publishing B.V. Pdf met watermerkbeveiliging 1e druk, 2019 9789401803854

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Samenvatting

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.

Trefwoorden

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Specificaties

ISBN13:9789401803854

Taal:Engels

Bindwijze:e-book

Beveiliging:watermerk

Bestandsformaat:pdf

Uitgever:Van Haren Publishing B.V.

Druk:1

Verschijningsdatum:13-2-2019

Hoofdrubriek:Computer en informatica

Serie:Courseware

Over Helen Morris

Helen Morris has implemented improvement programs for a wide variety of organizations, based on IT Service Management best practice. Helen holds the ITIL Manager and ITIL Expert certifications. She also holds the ISEB Consultancy certificate, and specializes in service management consultancy. Both Liz and Helen are fully accredited ITIL trainers.

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Over Liz Gallacher

Liz Gallacher has implemented improvement programs based on the ITIL framework for many different organizations. Liz holds the ITIL Manager and ITIL Expert certifications and was a member of the ISEB Managers Certificate Examiners panel.

Andere boeken door Liz Gallacher

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Inhoudsopgave

U kunt van deze inhoudsopgave een PDF downloaden

Agenda
Reflection
Introduction (3) 14
Exam specifications (9) 17

Module 1, A digital world (11) 18
1.1 Concepts in a digital world (13) 19
1.2 Working in a digital context (32) 28
Assignment (43) 34
Quiz questions (48) 36

Module 2, Digital Leadership and Structure (54) 39
2.1 Digital leaders (56) 40
2.2 Organizational structure and culture (68) 46
Assignment (86) 55
Quiz questions (90) 57

Module 3, Transformation techniques (95) 60
3.1 Using transformation techniques (97) 61
Assignment (119) 72
Quiz questions (123) 74

Module 4, Governance and Strategy (129) 77
4.1 Governance and service management principles (130) 77
Assignment (157) 91
Quiz questions (161) 93

Module 5, Applying VeriSMTM (167) 96
5.1 Using the VeriSMTM model (168) 96
Quiz questions (172) 98
5.2 Setting up the solution (177) 101
Quiz questions (221) 123
5.3 Leading the solution though the produce (236) 130
Quiz questions (244) 134

Module 6, Promoting VeriSMTM (247) 136
6.2 Creating the plan (248) 136
Quiz question (259) 142
Practical Assignment 143
Introduction 144

Assignment 1: Assess strategic initiatives 146
Assignment 2: Management Mesh 148
Assignment 3: Transformation Opportunities 151
Assignment 4: VeriSMTM Model 153

Evaluation 155
Case Study 157
Company background 158
Office of strategic Development (OSD) 160
Organizational Capabilities 160
Human Recourses 160
Finance 160
Marketing 161
IT organization 161
IT Service management 162
Sample Exam 163
Introduction 164
Sample exam 165
Answer key 195
Evaluation 247
Preparation Guide 249
Overview 250
Certification requirements 254
List of Basic Concepts 258
Literature 261