Service Management for the Digital Age

VeriSM™ is a Service Management approach for the digital age. It helps organizations to work flexibly, focus on business value, and understand the many progressive practices available.

The certification program is based on the VeriSM™ model which emphasizes organizational goals and outcomes. It includes a management mesh which offers a flexible approach that can be adapted to suit timely establishment and improvement of products or services. The mesh includes resources, environment, technologies and management practices.

The program literature, the VeriSM™ Body of Knowledge, was created with over 70 contributing authors and reviewers including thought leaders in the domain of Service Management from all over the world.

Find out more about VeriSM™

Frequently asked Questions about VeriSM™

What is VeriSM™?

VeriSM™ is a service management approach from the organizational level, looking at the end to end view rather than focusing on a single department.

Based around the VeriSM™ model, it shows organizations how they can adopt a range of management practices in a flexible way to deliver the right product or service at the right time to their consumers.

VeriSM™ allows for a tailored approach depending upon the type of business you are in, the size of your organization, your business priorities, your organizational culture – and even the nature of the individual project or service you are working on.

Rather than focusing on one prescriptive way of working, VeriSM™ helps organizations to respond to their consumers and deliver value with integrated service management practices.

What is the VeriSM™ approach?

In the VeriSM™ approach, governance overarches every activity, keeping a strong focus on value, outcomes and the organization’s goals. Service management principles are then defined for the organization. These act as guardrails, to make sure that all products and services are aligned with the needs of the organization

Principles are defined for areas including security, risk, quality and use of assets, and then communicated to all of the staff who are involved with the development and operation of products and services.

The unique element of the VeriSM™ model is the management mesh. This provides a flexible approach that can be adapted depending on the requirements for a particular product or service.

The mesh includes:
– Resources
– Environment
– Emerging technologies
– Management practices

For each product or service, these areas are considered and the mesh is flexed where necessary.

What makes VeriSM™ different from what's already out there?

VeriSM™ is a holistic, business-oriented approach to Service Management, which helps you make sense of the growing landscape of best practices out there, and how you can best integrate them to add value to your business. It is therefore different in that it provides the ‘glue’ which helps you bring all of the different practices together and make best use of them. There is no other approach which fulfils this need.
VeriSM™ is also different in that it does away with the ‘one size fits all’ approach once and for all and instead facilitates a tailored approach, so that an organization can select different practices to establish an optimal Target Operating Model, depending upon the individual business situation.

VeriSM™ is also more business-oriented and less prescriptive than many of the other approaches out there, which makes it more accessible and easier to understand.

What is the value of VeriSM™ to practitioners and organizations?

There are many certified ITSM professionals these days, but few of them have an integrated approach in the area of service integration.

For practitioners, VeriSM™ provides them with the opportunity to differentiate themselves in the marketplace.

For organizations VeriSM™ reduces costs. But perhaps more importantly, it makes the services better and as such improves user satisfaction and loyalty.

Is VeriSM™ not just another ITSM methodology?

No, in fact VeriSM™ is not an ITSM methodology. When the market was asked what was required to take Service Management to the next level, the response we got was very clear: ‘Do not try and re-write e.g. ITIL, as this would not add any value, but instead provide us with the ‘glue’ to bring all of the different practices together and help us make sense of them.’

So that is exactly what was done! VeriSM™ is therefore not another ITSM methodology – it is a holistic, business-oriented approach to Service Management, which helps you make sense of the growing landscape of best practices out there, and how you can best integrate them to add value to your business.

VeriSM™ is an evolution of service management thinking, and provides an up-to-date approach, including the latest practices and technological developments, to help you prepare for the new reality of the digital age.

If VeriSM™ is not an ITSM methodology, is it relevant for IT professionals?

Absolutely! VeriSM™ covers the key principles contained within ITIL, ISO 20000 and other ITSM frameworks and standards – as well as much more!

The VeriSM™ approach contains a lot of examples related to IT, since this is the area in which Service Management has been most widely applied to date.

How did VeriSM™ get defined and built?

There is a wide need for relevant training and certification in the Service Management area, based upon market feedback.

The not-for-profit IFDC (International Foundation for Digital Competences) was established to combine strengths in partnership, and to create one accepted standard in the market as opposed to fragmentation.

An Architect team, led by a Chief Architect and Lead Authors, and supported by a worldwide team of over 70 leading Service Management, DevOps, Agile, Scrum, Lean and Business Management co-authors, contributors and reviewers, from both the private and public world, was set up to create the VeriSM™ Approach.

What does the VeriSM™ approach mean for e.g. ITIL-based tools and processes? Is this now wasted?

Absolutely not! VeriSM™ respects the past and embraces the future, and as such it is an evolution and not a revolution. Any investment made in tools and processes based on ITIL will help you when you start to improve and customize your approach based upon VeriSM™, since VeriSM™ acknowledges that e.g. ITIL adds value, but also recognizes that these kind of methodologies alone are not enough anymore to stay ahead of the competition and take full advantage of the opportunities offered by the digital transformation.

It needs to be combined with other best practices – and VeriSM™ helps you understand the full spectrum of what’s out there, and how you can establish a model with the mix of practices that best suits your organization.

Why the name VeriSM™?

The VeriSM™ approach is:
– VALUE DRIVEN – due to the focus on the business
– EVOLVING – as it is up-to-date and will continue to evolve
– RESPONSIVE – as it enables a tailored approach
– INTEGRATED – as it helps you understand how the different best practices fit together

The word comes from Latin ‘verus’ (true). VeriSM™ is the artistic preference of contemporary everyday subject matter instead of the heroic or legendary in art and literature; it is a form of realism. Source: Wikipedia

If you would like to see all of the VeriSM FAQs, you can download the PDF version.

Verism™ keeps pace with times we live in. The VeriSM™ approach definitely could help clients to build and provide great IT Service management with new market insights and technology included.

Yong Mei Liu / IBM China

It’s time for the Service Management culture to permeate the entire organization. VeriSM™ represents all the ‘good’ from the traditional IT-based practices and raises them up to organizational level. It’s evolutionary!

Suzanne D. van Hove / Industry Expert, Chair GIT1

The VeriSM™ approach helps organizations to develop a service mindset across the entire organization, and to make the most of the opportunities offered by the digital transformation.

Suzanne Galletly / VeriSM™ Chief Examiner (IFDC)


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