Managers – who want to understand how to leverage constantly evolving management practices;
Over 71,000 students
EXIN VeriSM™ Foundation – VeriSMF
Official EXIN
- Duration: 16 hours
- Portuguese and English
Corporate training clients
About the course
About the Course
The VeriSM Foundation Online Course presents the basic fundamentals for understanding and applying the VeriSM model, a new approach to good and best practices in ITSM — IT Service Management.
VeriSM is an operating model for service management. It creates a detailed view of how the organisation will deliver its strategy and value to customers through its products or services.
Who should attend
Target Audience
Service owners and service managers – who need to update their skills and understand how service management has changed;
Executives – responsible for effective service delivery;
IT professionals;
Graduates and undergraduates – joining organisations and needing to understand the principles of service management;
Everyone within an organisation that delivers services.
Certification & exam
Exam and Certification
This course prepares you for the official EXIN VeriSMF certification exam.
- Exam language
- Portuguese and English
- Number of questions
- 40 questions
- Test duration
- 1 hour
- Passing grade
- 65% (26/40)
- Difficulty level
- Easy
- Prerequisites
- EXIN strongly recommends the VeriSMF preparatory course
- Open-book exam
- No
- Exam format
- Online
- 99
Pass rate among PMG Academy students
Our students consistently outperform global averages. The content is developed by the official translator of the PeopleCert exam itself.
- 1y
Exam voucher validity
Your included PeopleCert exam voucher is valid for 12 months, giving you full flexibility to schedule when you’re ready.
- T2
Take2 re-sit option available
Optional Take2 re-sit and PeopleCert Plus Membership are available at checkout for complete peace of mind.
About the instructor
About the Instructor
15 years of training excellence with over 71,000 students who have passed.
Adriano is an ITIL Master, consultant and author of 6 books, bringing 25 years of experience and more than 50 certifications in IT Management, Security and Governance. As the leader of the largest ITSM and DPSM community (over 220,000 YouTube subscribers), he combines his MBA from FGV — one of the world's leading business schools — with a specialization in Neuroscience to guide a global network of more than 71,000 students. His mission is clear: to demystify complex management and turn technical knowledge into tangible value and market impact.
Official translator of the ITIL Foundation Guide (Version 5)
- 71k+
- Students trained
- 220k
- YouTube subscribers
- 25y
- Years of experience
Curriculum
What you will learn
-
00 Module 0 – Introduction 16 lessons
- Introduction to VeriSM Foundation
- VeriSM Target Audience
- IFDC
- VeriSM Certifications
- Division of Modules
- Path to VeriSM Certification
- Scope of the VeriSM Book
- Scope of the Course
- VeriSM Model
- Evolution of IT Service Management
- Digital Services
- Consumers and Providers
- VeriSM Approach
- Service Management
- VeriSM acronym
- VersiSM – Module 0 Exercise
-
01 Module 1 – Service Organisation 30 lessons
- Module Objective
- Organization
- Categorizing the Organization
- Consumers
- Organizational Skills
- Good Service Provider
- Organizational Interactions
- Invisible Behavior
- Organizational Culture
- Changing the Organizational Culture
- Entrepreneurial Culture
- Organizational Governance
- Practices and Principles
- Implications of Practices and Principles in Governance
- Strategic Plan
- Policy Definition
- Creating a Policy
- Managing a Policy
- Cascading Governance
- Types of Planning
- Digital Transformation
- Optimization or Disruption
- Impact Across the Organization
- Impact on Products and Services
- Impact on Service Management
- Challenges of Digital Transformation
- The Impact of Emerging Technologies
- The Impact of the Cloud
- Progressive Practices
- VersiSM – Module 1 Exercise
-
02 Module 2 – Service Culture 12 lessons
- Objective
- What is Service Culture
- Elements of a Service Culture
- Importance of a Service Culture
- Perspective on a Good Service Culture
- How to Create a Service Culture
- Training and Motivation
- Behavior, Management Responsibility and Measurement
- Contribution and Measurement
- Reward and Recognition
- Facilitators
- VersiSM – Module 2 Exercise
-
03 Module 3 – People and Organisational Structure 25 lessons
- Objective
- Generic Roles
- What is Required of a Service Provider
- Emotional Intelligence
- Generic Competencies for Service Management
- Types of Generic Competencies
- Path to Learning and Career Development
- Professionalism and Ethics
- Teams
- Team Development
- Share, Cooperate and Collaborate
- Common Service Management Challenges
- Relationship Management
- Expectation Management
- Knowledge Management
- Communication
- Management Across Generations
- Organizational Change Management (OCM)
- Why Change Fails
- Organizational Behavior Management
- Organizational Performance
- The ABC Model in Behavioral Science
- Antecedents and Consequences
- The seven GCO steps
- VersiSM – Exercise Module 3
-
04 Module 4 – The VeriSM Model 38 lessons
- Module Objective
- VeriSM Model
- The Consumer in the VeriSM™ Model
- The VeriSM Model and Governance
- Service Management Principles
- Benefits of Service Management
- Developing Service Management
- Service Management and the VeriSM™ Model
- Network Management in the VeriSM™ Model
- The Environment in Mesh Management
- Processes
- Process Improvements
- Tools
- Selecting a Toolset
- Key Features for Management Tools for
- Services
- Measurement
- Using Measurements
- Reports
- Building the Mesh
- The VeriSM Model – Define
- Consumer Needs and Requirements Gathering
- The Solution and the Service Plan
- The VeriSM Model – Produce
- Change Control
- Build, Test, Release and Review
- The VeriSM Model – Prover
- Marketing and Promotion Service
- Promotional Event Process
- Protect and Maintain
- Improve
- The VeriSM Model – Respond
- Requests, Problems, and Source Events
- Record and Manage
- Selection and Integration of Management Practices
- Characteristics of Successful Operating Models
- Measuring the Performance of a Model
- VersiSMF – Module 4 Exercise
-
05 Module 5 – Progressive Management Practices 53 lessons
- Module Objective – Progressive Management Practices
- Common Success Factors for Progressive Practices
- Agile Service Management
- Key Concepts of Agile
- Agile Mindset
- The Benefits and Challenges of Agile
- Selecting Agile as a Management Practice
- Agile and Service Management
- DevOps
- Key Concepts of DevOps
- Continuous Testing and Delivery
- Automation for Speed and Infrastructure as Code
- Selecting DevOps as a Management Practice
- Benefits and Challenges of DevOps
- DevOps and Its Variations
- DevOps and Service Management
- Service Integration and Management (SIAM)
- Key Concepts of SIAM
- Selecting SIAM as a Management Practice
- Benefits and Challenges of SIAM
- SIAM and its Variations
- SIAM and Service Management
- Lean
- Selecting Lean as a Management Practice
- Benefits and Challenges of Lean
- Lean and its Variations
- LEAN and Service Management
- Shift Left
- Shift Left and the VeriSM Model
- Key concept: Shift Left activities
- Other Key Concepts of Shift Left
- Selecting Shift Left as a Management Practice
- Benefits and Challenges of Shift Left
- Shift Left and its Variations
- Shift Left Change Testing and Support
- Shift Left and Service Management
- Customer and User Experience
- Key Concepts of CX and UX
- CX versus UX
- CX and UX Success Factors
- Selecting CX-UX as a Management Practice
- Benefits and Challenges of CX / UX
- CX, UX and their variations
- CX, UX and Service Management
- Continuous Delivery
- Key Concepts of Continuous Delivery
- Benefits and Challenges of Continuous Delivery
- Continuous Delivery and its Variations
- Continuous Delivery and Service Management
- Kanban and Theory of Constraints
- Kata and Kaizen for Improvement
- SWOT Analysis
- VersiSMF – Module 5 Exercise
-
06 Module 6 – Innovative Technologies and Service Management 23 lessons
- Introduction – Innovative Technologies and Service Management
- Implications for Service Management
- Other Implications
- Cloud
- Cloud Service Offerings
- Cloud Deployment Models
- Cloud Security and Privacy
- Virtualization
- How Does Virtualization Work?
- Virtualization and Change Control
- Automation
- Big Data
- How Does Big Data Work?
- Internet of Things
- Mobile Computing Technology
- Bring Your Own Device (BYOD)
- Mobile Device Management (MDM)
- Serverless Computing and Artificial Intelligence
- Robotic Process Automation
- Machine Learning
- Containerization
- Benefits of Containerization
- VersiSMF – Module 6 Exercise
-
07 Module 7 – Getting Started 6 lessons
- Introduction – VeriSM Initiation
- Considerations when Applying Service Management
- Moving from Reactive to Proactive
- Long-Term Plan
- Final Considerations of the VeriSM Course
- VersiSMF – Exercise Module 7
-
08 Module 8 – Preparatory Practice Exams 6 lessons
- VeriSM Foundation Mock Exam 1: 40 Questions
- VeriSM Foundation Mock Exam 2: 40 Questions
- VeriSM Foundation Mock Exam 3: 40 Questions
- VeriSM Foundation Mock Exam 4: 40 Questions
- VeriSM Foundation 5 Mock Exam: 40 Questions
- VeriSM Foundation Mock Exam 6: 40 Questions
Student reviews
Trusted by professionals at leading organizations
-
Curso muito agradável. Não conhecia nada do Verism e achei muito interessante, como um complemento do ITSM
14 de julho de 2025
-
Só havia ouvido falar sobre o VeriSM e este treinamento me esclareceu muitas coisas, principalmente por ser mais fácil de adequar e implantar em todas as unidades de uma instituição.
21 de novembro de 2023
Join professionals from these organizations
Impact
Training teams of 5 or more?
PMG Academy offers corporate licensing, team dashboards, progress tracking, and dedicated support — built around your organization’s schedule and compliance requirements.