VeriSM™ Professional Courseware. Helen Morris

      VeriSM™ Professional

      Practical Assignments

      Edition 201810

      1. Introduction

      Fulfillment of the practical assignments is part of the certification requirements for VeriSM™ Professional.

      Both the candidate and, if applicable, the trainer are responsible that the candidate participates in the assignments in such a way that individual performance can be assessed. This is particularly important in group assignments.

      1.1 Adaptations

      Accredited training organizations (ATO’s) may adapt the practical assignments to fit with the examples and use case studies presented in the training. However, the scoring criteria may not be changed.

      Adaptations have to be assessed as part of the training materials audit on which the accreditation of the training organization is based. All assignments must be assessed based on the criteria provided by EXIN in the checklists in this document.

      1.2 General Guidelines

      In general, the following guidelines should be followed in addition to the requirements per assignment:

      1. The candidate plans the activities within the assignment, unless otherwise stated.

      2. The candidate communicates with others where needed.

      3. The candidate provides their own solutions.

      4. The candidate contributes to the quality of the assignment, especially in group-work.

      5. Solutions provided are realistic and thus fit for the scenario or case study.

      6. Solutions provided match with business and digital transformation objectives.

      1.3 e-Competence Framework

The e-Competence Framework (e-CF)¹ is an accepted and common framework developed in Europe (http://www.ecompetences.eu/). EXIN supports the e-CF, because EXIN believes in professionals showing their competences and growing towards their full potential by helping them make their competences transparent. The VeriSM™ Professional certification is based on the e-CF.

      The practical assignments are used to demonstrate practical skills and experience which cannot be tested in a multiple choice exam. Including practical assignments as part of the certification helps ensure that the practical elements of competence are tested, and not just the theoretical or knowledge-based elements.

      1.4 Assessment

      In order to complete the practical assignments, there needs to be a check that the activities in the assignment have been carried out and the requirements have been met. This check can be done by an accredited trainer from the ATO, or if the candidate has chosen to prepare for their exam through self-study, they will be required to complete the practical assignments independently, including a check of their own work to confirm that they have completed the assignments according to the requirements. The person performing the check (whether a trainer or the candidate) needs to familiarize themselves with the assessment criteria.

      Each assessment has exam specifications as assessment criteria. These exam specifications are linked to the e-CF. The criteria are found in the Checklists. The Checklist needs to be filled in for each individual candidate, stating whether or not the criteria have been observed. After completion of the assignments, the final Evaluation needs to be filled in.

      In case completion of the practical assignments is checked by an accredited trainer, the ATO should save the candidate’s results in their archive, as they can be requested during an EXIN audit.

      A candidate who has chosen to prepare for their exam through self-study is required to upload the outcomes, checklists and evaluation in MyLogin. By uploading this document as evidence of training, the candidate declares that they have performed the activities of the practical assignments. EXIN is entitled to contact the candidate about the execution of the practical assignments.

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¹ The text is based on the European e-Competence Framework 3.0. CWA 16234:2014.

      2. Assignment 1: Assess strategic initiatives

      Background

      The case study of FCH.

      You are hired as the principal consultant to the CEO.

      Your assignment

      The CEO and the Head of the Office of Strategic Development (OSD) of FCH ask you to assess the current system-wide strategic initiatives using the principles of the VeriSM™ approach. You need to evaluate these system-wide strategic initiatives and choose which initiative should be worked on first.

      Recommended time

      1.5 hours

      Reference materials

      VeriSM™ Professional case study;

      VeriSM™ : A service management approach for the digital age, Chapter 7, 8, and 9;

      VeriSM™ : Unwrapped and applied, Chapter 3.5, 3.8, 8 and 10.

      Expected results

      • An assessment, that takes into account:

      ○ Starting and ending with the consumer

      ▪ which initiatives start and end with the consumer?

      ▪ which initiatives are leading to a consumer benefit?

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