skip to content
VeriSM™ : foundation study guide Preview this item
ClosePreview this item
Checking...

VeriSM™ : foundation study guide

Author: Helen Morris, (IT consultant); Liz Gallacher; A Publication of IFDC (International Foundation of Digital Competences)
Publisher: [Netherlands] : Van Haren Publishing, 2018.
Edition/Format:   eBook : Document : English : First edition
Rating:

(not yet rated) 0 with reviews - Be the first.

Subjects
More like this

Find a copy online

Links to this item

Find a copy in the library

&AllPage.SpinnerRetrieving; Finding libraries that hold this item...

Details

Genre/Form: Electronic books
Additional Physical Format: (OCoLC)1028851566
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Helen Morris, (IT consultant); Liz Gallacher; A Publication of IFDC (International Foundation of Digital Competences)
ISBN: 9789401802697 9401802696
OCLC Number: 1029730861
Description: 1 online resource.
Contents: Intro; Title; Colophon; Preface; Contents; 1 Introduction; 1.1 Objectives; 1.2 Purpose; 1.3 VeriSM™; 1.4 VeriSM™ certification scheme; 1.4.1 Target groups; 1.5 VeriSM™ model; 1.6 How to use this Study Guide; 2 Service Management Organizations; 2.1 Introduction; 2.2 Organizational context; 2.2.1 Types of organization; 2.2.2 Consumers; 2.2.3 Assets and capabilities; 2.2.4 Consumer outcomes; 2.2.5 Interactions between business capabilities; 2.2.6 Shadow behavior; 2.3 Organizational governance; 2.3.1 Governance practices and principles; 2.3.2 The governance flow; 2.3.3 Planning activities 2.4 Digital transformation2.4.1 The benefits of digital transformation; 2.4.2 Digital disruption; 2.4.3 The impact of digital transformation; 2.4.4 Summary of digital transformation; 2.5 Summary Chapter 2; 2.6 Quiz questions; 2.7 Assignment Chapter 2; 3 Service Culture; 3.1 What is a service culture?; 3.2 Elements of a service culture; 3.2.1 Adaptability/flexibility; 3.2.2 A focus on service quality in addition to product quality; 3.2.3 Management of expectations; 3.2.4 Consumer focus; 3.3 How to create a service culture; 3.3.1 Empowerment; 3.3.2 Motivation; 3.3.3 Behavior 3.3.4 Management responsibility3.3.5 Contribution; 3.3.6 Measuring culture; 3.3.7 Reward and recognition; 3.4 Summary Chapter 3; 3.5 Quiz questions; 3.6 Assignment Chapter 3; 4 People Management and Organizational Structure; 4.1 Introduction; 4.1.1 Breadth and depth of knowledge; 4.2 Generic organizational roles; 4.2.1 Leaders; 4.2.2 Managers; 4.3 Emotional Intelligence (EI); 4.4 Generic competences for service management; 4.4.1 Lifelong learning; 4.5 Occupation or profession?; 4.6 Organizational structures; 4.6.1 Team development; 4.6.2 Team building; 4.6.3 Team motivation 4.6.4 Team characteristics4.7 Service management challenges; 4.7.1 Tribalism and team culture; 4.7.2 Virtual teams; 4.8 Relationship management; 4.8.1 Consumer management; 4.8.2 Supplier management; 4.8.3 Expectation management; 4.8.4 Communication; 4.9 Organizational change; 4.9.1 The 8-step approach; 4.9.2 The volunteer army; 4.9.3 Quick wins; 4.9.4 Managing stakeholders for successful organizational change; 4.9.5 The role of the sponsor; 4.9.6 Planning for organizational change; 4.10 Summary Chapter 4; 4.11 Quiz questions; 4.12 Assignment Chapter 4; 5 The VeriSM Model 5.1 The VeriSM operating model5.2 Service management and the VeriSM model; 5.2.1 Service management benefits; 5.2.2 Evolving service management; 5.3 Governance; 5.4 Service Management Principles; 5.5 The Management Mesh; 5.5.1 Building the Management Mesh; 5.6 The VeriSM model: Define; 5.6.1 Consumer need; 5.6.2 Required outcome; 5.6.3 Solution; 5.6.4 Service Blueprint; 5.7 The VeriSM model: Produce; 5.7.1 Change control; 5.7.2 Produce activity: Build; 5.7.3 Produce activity: Test; 5.7.4 Produce activity: Implement and Validate; 5.8 The VeriSM model: Provide; 5.8.1 Provide activity: Marketing
Responsibility: Helen Morris & Liz Gallacher.

Reviews

User-contributed reviews
Retrieving GoodReads reviews...
Retrieving DOGObooks reviews...

Tags

Be the first.
Confirm this request

You may have already requested this item. Please select Ok if you would like to proceed with this request anyway.

Linked Data


Primary Entity

<http://www.worldcat.org/oclc/1029730861> # VeriSM™ : foundation study guide
    a schema:MediaObject, schema:CreativeWork, schema:Book ;
    library:oclcnum "1029730861" ;
    library:placeOfPublication <http://id.loc.gov/vocabulary/countries/ne> ;
    schema:about <http://experiment.worldcat.org/entity/work/data/4897318072#Topic/business_&_economics_organizational_behavior> ; # BUSINESS & ECONOMICS / Organizational Behavior
    schema:about <http://experiment.worldcat.org/entity/work/data/4897318072#Topic/business_&_economics_management_science> ; # BUSINESS & ECONOMICS / Management Science
    schema:about <http://experiment.worldcat.org/entity/work/data/4897318072#Topic/business_&_economics_industrial_management> ; # BUSINESS & ECONOMICS / Industrial Management
    schema:about <http://experiment.worldcat.org/entity/work/data/4897318072#Topic/organization_data_processing> ; # Organization--Data processing
    schema:about <http://experiment.worldcat.org/entity/work/data/4897318072#Topic/business_&_economics_management> ; # BUSINESS & ECONOMICS / Management
    schema:about <http://experiment.worldcat.org/entity/work/data/4897318072#Topic/management_data_processing> ; # Management--Data processing
    schema:about <http://dewey.info/class/658.05/e23/> ;
    schema:author <http://experiment.worldcat.org/entity/work/data/4897318072#Person/morris_helen_it_consultant> ; # (IT consultant) Helen Morris
    schema:author <http://experiment.worldcat.org/entity/work/data/4897318072#Person/gallacher_liz> ; # Liz Gallacher
    schema:bookEdition "First edition." ;
    schema:bookFormat schema:EBook ;
    schema:contributor <http://experiment.worldcat.org/entity/work/data/4897318072#Organization/a_publication_of_ifdc_international_foundation_of_digital_competences> ; # A Publication of IFDC (International Foundation of Digital Competences)
    schema:datePublished "2018" ;
    schema:description "Intro; Title; Colophon; Preface; Contents; 1 Introduction; 1.1 Objectives; 1.2 Purpose; 1.3 VeriSM™; 1.4 VeriSM™ certification scheme; 1.4.1 Target groups; 1.5 VeriSM™ model; 1.6 How to use this Study Guide; 2 Service Management Organizations; 2.1 Introduction; 2.2 Organizational context; 2.2.1 Types of organization; 2.2.2 Consumers; 2.2.3 Assets and capabilities; 2.2.4 Consumer outcomes; 2.2.5 Interactions between business capabilities; 2.2.6 Shadow behavior; 2.3 Organizational governance; 2.3.1 Governance practices and principles; 2.3.2 The governance flow; 2.3.3 Planning activities"@en ;
    schema:exampleOfWork <http://worldcat.org/entity/work/id/4897318072> ;
    schema:genre "Electronic books"@en ;
    schema:inLanguage "en" ;
    schema:isSimilarTo <http://www.worldcat.org/oclc/1028851566> ;
    schema:name "VeriSM™ : foundation study guide"@en ;
    schema:productID "1029730861" ;
    schema:url <http://public.eblib.com/choice/PublicFullRecord.aspx?p=5847651> ;
    schema:url <http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=1730372> ;
    schema:workExample <http://worldcat.org/isbn/9789401802697> ;
    wdrs:describedby <http://www.worldcat.org/title/-/oclc/1029730861> ;
    .


Related Entities

<http://experiment.worldcat.org/entity/work/data/4897318072#Organization/a_publication_of_ifdc_international_foundation_of_digital_competences> # A Publication of IFDC (International Foundation of Digital Competences)
    a schema:Organization ;
    schema:name "A Publication of IFDC (International Foundation of Digital Competences)" ;
    .

<http://experiment.worldcat.org/entity/work/data/4897318072#Person/gallacher_liz> # Liz Gallacher
    a schema:Person ;
    schema:familyName "Gallacher" ;
    schema:givenName "Liz" ;
    schema:name "Liz Gallacher" ;
    .

<http://experiment.worldcat.org/entity/work/data/4897318072#Person/morris_helen_it_consultant> # (IT consultant) Helen Morris
    a schema:Person ;
    schema:familyName "Morris" ;
    schema:givenName "Helen" ;
    schema:name "(IT consultant) Helen Morris" ;
    .

<http://experiment.worldcat.org/entity/work/data/4897318072#Topic/business_&_economics_industrial_management> # BUSINESS & ECONOMICS / Industrial Management
    a schema:Intangible ;
    schema:name "BUSINESS & ECONOMICS / Industrial Management"@en ;
    .

<http://experiment.worldcat.org/entity/work/data/4897318072#Topic/business_&_economics_management> # BUSINESS & ECONOMICS / Management
    a schema:Intangible ;
    schema:name "BUSINESS & ECONOMICS / Management"@en ;
    .

<http://experiment.worldcat.org/entity/work/data/4897318072#Topic/business_&_economics_management_science> # BUSINESS & ECONOMICS / Management Science
    a schema:Intangible ;
    schema:name "BUSINESS & ECONOMICS / Management Science"@en ;
    .

<http://experiment.worldcat.org/entity/work/data/4897318072#Topic/business_&_economics_organizational_behavior> # BUSINESS & ECONOMICS / Organizational Behavior
    a schema:Intangible ;
    schema:name "BUSINESS & ECONOMICS / Organizational Behavior"@en ;
    .

<http://experiment.worldcat.org/entity/work/data/4897318072#Topic/management_data_processing> # Management--Data processing
    a schema:Intangible ;
    schema:name "Management--Data processing"@en ;
    .

<http://experiment.worldcat.org/entity/work/data/4897318072#Topic/organization_data_processing> # Organization--Data processing
    a schema:Intangible ;
    schema:name "Organization--Data processing"@en ;
    .

<http://worldcat.org/isbn/9789401802697>
    a schema:ProductModel ;
    schema:isbn "9401802696" ;
    schema:isbn "9789401802697" ;
    .


Content-negotiable representations

Close Window

Please sign in to WorldCat 

Don't have an account? You can easily create a free account.