VeriSM™ Foundation
Mathias Traugott, BBA, ITIL Master & IT Governance Experte verinnerlicht konsequente, praktizierte Kundenorientierung seit seinen verantwortlichen Positionen rund um die Flugabfertigungs-Services und als Leiter Customer Care bei der IT Organisation der Swissair, der ehemaligen schweizerischen Fluggesellschaft. Als Verantwortlicher des ganzheitlichen ITSM-Programmes beim grössten schweizerischen Mobilfunkanbieter (3-facher Awardgewinner) legte er die Basis für die Beraterlaufbahn. Inzwischen agiert Mathias Traugott als Principal Consultant, Facilitator & Trainer in VeriSM™, Scrum, DevOps, ITIL®, COBIT®, Hermes sowie als CEO der Punctdavista AG. Als Beirat beim itSMF Deutschland, weltweiter Keynote-Speaker und Autor gibt er seine Erfahrungen weiter und prägt das Thema Service Provider in der digitalen Welt aktiv mit.
Standard: € 1.750,–
Early Bird *: € 1.650,–
Exam: € 175,-
Language: English 
VeriSM™ Foundation focuses on the VeriSM™ model which emphasizes the focus on value, outcomes, and the goals of an organization. It also includes a unique management mesh, the guidance for choosing the appropriate management practices to establish the product or service. It gives context to Service Management in the digital age and looks at how emerging technologies and progressive management practices can be applied to add value for the consumer.
Learning Goals
- Define the elements of organizational governance (evaluate, direct, monitor).
- Describe the impact of digital transformation on service management.
- Explain methods to overcome team challenges (silos, virtual teams).
- Define the elements of the VeriSM™ model.
- Explain how VeriSM™ re-defines service management.
- Explain how VeriSM™ uses the management mesh to create and support services.
- Explain the elements within each of the four stages of the VeriSM™ Model:
- Clarify the key concepts and when to apply Agile, DevOps, SIAM™, Lean as a management practice.
- Define the importance of considering Shift Left, Customer Experience/User
- Experience, Continuous Delivery practices in service delivery.
- Explain the benefits of cloud, virtualization, and automation.
- Explain the impact of big data, internet of things, mobile computing, bring your own device on service management.
- Define serverless computing, artificial intelligence, Robotic Process Automation (RPA), Machine Learning, and containerization in relation to service delivery.
- Identify steps to initiate an improvement program based on VeriSM™.
Agenda
- The Service Organization
- Service Culture
- People and Organizational Structure
- The VeriSM™ Model
- Progressive Practices
- Innovative Technologies
- Getting Started
Certificate
VeriSM™ Foundation
Are there any prerequisites?
VeriSM™ – A service management approach for the digital age
Claire Agutter, Rob England, Suzanne D. Van Hove, Randy Steinberg
Van Haren Publishing: December 2017
Trainer: Mathias Traugott