VeriSM Foundation Course - 3 of 6: People & Organizational Structure

Get familiar with the people aspects of service management

• ✓  7 lessons
• ✓  2 sorting activities
• ✓  17 exam hints
• ✓  11 quiz questions
• ✓  90 days of access
• ✓  45 minutes to complete

Roles & competences

1. Organizational 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

Organizational change management

1. Organizational 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

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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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