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?
○ Good governance
▪ which initiatives support good governance?
○ 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;
•
