○ Service Management Principles
▪ which Service Management Principles are most relevant for each initiative?
○ Digital transformation approaches
▪ which digital transformation approach is applicable for each system-wide strategic initiative?
• A justification of the decision of which initiative should be worked on first.
• A recommendation and justification to C-suite for an organization-led implementation, a consultant or vendor-led implementation or a mix implementation.
Assessment criteria for the exercise
The candidate can…
• match initiatives to the consumer’s needs;
• match initiatives to the organization’s current state;
• distinguish and choose digital transformation approaches;
• justify a decision based on an assessment.
Assignment 1 Checklist
Note down the assessment of the candidate per exam specification.
| e-Competence | Exam specification | The candidate can... | Observed?Tick the box if observed |
| A7, A9 | 1.1.1 | Define how VeriSM™ addresses digital practices, the digital age and a digital organization. | □ |
| E7 | 1.2.1 | Define, justify and apply the three digital transformation methods. | □ |
| E7 | 1.2.3 | Apply digital transformation options based on organizational requirements. | □ |
| A4 | 4.1.2 | Connect EDM activities and outcomes to development of the organizational portfolio and to service management principles. | □ |
| E4 | 6.1.1 | Illustrate how to gain C-suite approval and support. | □ |
3. Assignment 2: Management Mesh
Background
The case study of FCH.
You are hired as the principal consultant to the CEO.
Your assignment
The management team has decided to realize the following two strategic initiatives: ‘Upgrade of the Electronic Medical Record (EMR) system’ and ‘upgrade the inpatient revenue systems with external support’. In your role as principal consultant you propose to introduce some changes in order to anticipate future requirements very flexibly but based on proven practices.
Create a Management Mesh to cover all topics (360° view) and to evaluate what is needed to achieve a sustainable, flexible environment within FCH.
Recommended time
1.5 hours
Reference materials
VeriSM™ Professional case study;
VeriSM™ : A service management approach for the digital age, Chapter 10;
VeriSM™ : Unwrapped and applied, Chapter 12 and 14.
Expected results
• The current Management Mesh and consider:
○ the four sides of the Mesh and the order to build the Mesh.
○ how the Mesh should be filled.
• The required Management Mesh based on the two chosen strategic initiatives and consider:
○ the four sides of the Mesh and the order to build the Mesh.
○ the necessary elements to establish the two strategic initiatives.
○ how the Mesh should be filled.
• A description of the gaps.
Assessment criteria for the exercise
The candidate can…
• understand the Management Mesh;
• apply the Management Mesh based on a case study with defined goals;
• perform a gap analysis.
Assignment 2 Checklist
Note down the assessment of the candidate per exam specification.
| e-Competence | Exam specification | The candidate can... | Observed?Tick the box if observed |
| A4, D11 | 5.1.1 | Apply the VeriSM™ model to address a new or changed service or product. | □ |
| A4 | 5.2.1 | Apply the Management Mesh to an organization and a new or changed product or service. | □ |
| A7, A9 | 5.2.4 | Choose appropriate management practices and technologies. | □ |
| D11 | 5.2.5 | Choose appropriate gap analysis techniques. | □ |
4. Assignment 3: Transformational Opportunities
Background
The case study of FCH.
You are hired as the principal consultant to the CEO.
Your assignment
Multiple Employee Satisfaction Surveys (ESS) over all 20,000 employees showed that the satisfaction rate is very poor and is still decreasing. The management team has decided to gather more information before starting an organizational change management (OCM) program.
In your role as principal consultant, the management team wants you to do an analysis. This analysis should consider key activities and expected results, which build the foundation for the OCM-program.
Recommended time
1.5 hours
Reference materials
VeriSM™ Professional case study;
VeriSM™ : A service management approach for the digital age, Chapter 2, 5, and 6.6;
VeriSM™ : Unwrapped and applied, Chapter 4, 5, 6, and 9.
Expected results
• An analysis including an identification of,
○ the current leadership;
○ the current organizational hierarchy;
○ the current collaboration styles;
• A description of the ideal organizational model for FCH in order to increase employee satisfaction.
• A recommendation for the most appropriate transformation technique.
Assessment criteria for the exercise
The candidate can…
• analyze the relationship between the organizational structure and employee satisfaction;
• choose an appropriate transformation technique;
• describe an ideal organizational model.
Assignment 3 Checklist
Note down the assessment of the candidate