VeriSM Essentials Course - 2 of 4: Service Organisation & Culture (en-gb)

Learn the basics of service management and how it is changing

• ✓  6 lessons
• ✓  1 sorting activity
• ✓  18 exam hints
• ✓  14 quiz questions
• ✓  90 days of access
• ✓  45 minutes to complete

Organisational context & structure

1. Organisation
2. Consumer
3. Asset
4. Capabilities

Organisational focus

1. The organisation is a service provider
2. Outputs vs. outcomes
3. A "good" service provider organisation
4. Interactions between business capabilities

Organisational governance

1. Governance vs. management
2. Governance practices & principles
3. Governance flows
4. Governance & management planning

Digital transformation

1. Internal vs. external drivers
2. Optimisation vs. disruption
3. Digital transformation & service management

Service culture

1. Elements of a service culture
2. E¹⁰ service culture
3. Senior management engagement

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A better user experience

Unlike your typical dubbed slideshow, GoodCert’s courses consist of interactive training manuals that are best enjoyed on a mobile device.

Courses include text, diagrams, sorting games, practice quizzes, and other interactive elements, so completion is fast and engaging.

Exam hints are indicated throughout using the ✰ symbol.

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Flex learning advantages

• Bite-sized lessons that can be completed on a desktop, laptop, or mobile device on your schedule in about 10-15 minutes
• Opportunities for deep dives into reference material based on interest
• Process flows and additional diagrams for study and review
• Bottom-line exam hints for each lesson
• Taking practice quizzes as many times as you need until you master them
• Going back anytime to review materials and reinforce your learning; you can’t do that in a classroom

Why GoodCert →

--Coming soon--

• Cameo appearances by accredited trainers throughout the course
• Time with the trainer through an online environment
• Current event links that make the subject matter more vivid

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