VeriSM Essentials Course - 2 of 4: Service Organization & Culture

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

Organizational context & structure

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

Organizational focus

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

Organizational governance

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

Digital transformation

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

Service culture

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

← Previous  |  Next →

Want all 4 courses?

Get the VeriSM Essentials Value Pack

Need more self-study products?

Browse the VeriSM Essentials Collection

Have questions?

Read the VeriSM Essentials FAQs

Other languages

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.

Course features →

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

Mobile app for courses on-the-go

Accredited by