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.

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

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Accredited by

EXIN Accreditation: VeriSM Foundation