Helen Morris & Liz Gallacher 
VeriSM™ — Foundation Study Guide 

This book is intended as a self-study guide for the Veri SM™ Foundation, Veri SM™ Essentials, and Veri SM™ Plus qualifications. It also supports classroom and online courses for these qualifications. It is based on the requirements of the syllabuses for these three qualifications (Certification requirements for the Veri SM™ Foundation, Veri SM™ Essentials, and Veri SM™ Plus, a publication of the IFDC – International Foundation for Digital Competence).This guide is also useful for all professionals and organizations involved in delivering value to customers through the development, delivery, operation and/or promotion of services. Veri SM™ Foundation, Veri SM™ Essentials and Veri SM™ Plus prove to be useful to both professionals at the very start of their service management career and also to experienced professionals who need access to a simple service management approach. It refers to the information contained in the Veri SM handbook, “Veri SM™ — A service management approach for the digital age” — published by Van Haren Publishing.This guide has been developed for anyone who works with products and services and will be of particular interest to: graduates and undergraduates, managers (who want to understand how to leverage evolving management practices), service owners and service managers (who need to bring their skills up to date and understand how service management has changed), executives and IT professionals (who need to understand the impact of evolving management practices and new technologies on their role).