VeriSM Essentials Course - 3 of 4: People & Organisational Structure (en-gb)


Get familiar with the people aspects of service management

Roles & competences

    1. Organisational roles
    2. Leadership & management
    3. Competence
    4. Emotional intelligence
    5. Gartner EXP competencies
    6. T-shaped professionals
    7. Lifelong learning
    8. Critical thinking & reflective practice

Professionalism, ethics & teams

    1. Elements of a profession
    2. Building a team
    3. Well-functioning teams

Relationship management

    1. Silos/tribalism
    2. Virtual teams
    3. Consumer relationships
    4. Supplier relationship management

Expectation management & communication

    1. Key elements of expectation management
    2. Five components of good communication
    3. Communication plan
    4. A good communication framework

Organisational change management

    1. Organisational change
    2. Kotter's 8 steps for creating change
    3. Applying Kotter's models
    4. Comparing Kotter's models
    5. Stakeholder analysis
    6. Sponsor
    7. Supporting plans

VeriSM Essentials Course - 3 of 4

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  • 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

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--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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Accredited by

APMG Accreditation: VeriSM Essentials