VeriSM in a Nutshell
VeriSM™ describes 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.
The Basics of VeriSM
Every organization is a service provider in today’s market. Even organizations selling products need to add a level of service to them. Think of banking, insurance, civil services, but also the myriad of online shops where the physical product is a commodity and the service is the distinguishing characteristic of the organization. How do we best manage our services and keep our consumers happy? Recent years have seen an explosion of different service management practices, leaving organizations confused about the best way forward. VeriSM™ is a new approach to help you create a flexible operating model that will work for you, based on your desired business outcomes. VeriSM™ describes how an organization can define its service management principles, and then use a combination of management practices to deliver value.
VeriSM™ describes a service management approach which is:
VeriSM is the Conductor of the Orchestra
A one-word metaphor to explain VeriSM could be the word “Conductor”; the conductor of the orchestra. Any (service provider) organization consists of people; the musicians. The musicians play instruments; the tools and technologies. And every musician plays its part based on the music in front of them with all the notes; the processes and procedures to work from.
The conductor chooses the repertoire, keeps everyone together, especially on tempo changes, how the music is to be interpreted, corrects errors in how the musicians are performing. The service management comparison is that the service provider responds to (or creates) consumer demands and needs, and ensures that the outcomes, the services delivered, meet, or exceed, these consumer demands and expectations
The diagram below shows how the conductor is using VeriSM’s Management Mesh to orchestrate all the service management elements a service provider needs to manage in order to satisfy consumer needs.
A well-functioning service provider organization has instilled a true service culture. When following the conductor analogy, the orchestra’s “service culture” is comprised of:
|Empathy||The conductor puts him or herself in the audience’s position|
|Excellence||The orchestra exceeds the expectations of the audience|
|Empowerment||The conductor allows the musicians to play to please the audience|
|Engagement||The conductor is approachable and personable|
|Easy to do business with||The conductor is easy to work with and understands the audience’s expectations|
|Everyone||Every musician understands his or her contribution to the overall performance|
|Environment||The conductor has created and established a healthy culture enabling the musicians to perform well|
|Experience||The audience experiences the orchestra’s performance as it was advertised|
|Encouragement||The musicians’ performance gets the recognition they deserve and is awarded with standing ovations|
|Effective||The conductor and the orchestra deliver on promise|
The VeriSM™ Model
In the VeriSM model, 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 will be 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 Management Mesh includes:
- Emerging technologies
- Management practices
For each product or service, these areas are considered and the Management Mesh is flexed where necessary.
Let’s take an example. A bank wants to create a mobile application that will let users send money to their friends with just one click. The Management Mesh for this product could include agile development practices to get rapid feedback about the new product. The bank can use its capabilities and work in innovative ways, but they must still recognize the service management principles associated with security and risk.
Who is the Target Audience of VeriSM?
VeriSM™ is essential reading for anyone who works with products and services. It will be of particular interest to:
- Managers – who want to understand how to leverage evolving management practices
- Service owners and service managers – who need to bring their skills up to date and understand how service management has changed
- Executives – who are accountable for effective service delivery
- IT professionals
- Graduates and undergraduates – who will be joining organizations and who need to understand the principles of service management
- Everyone within a service organization
What is the Scope of VeriSM?
The VeriSM™ includes:
- Service culture
- Organizational context
- Service management challenges
- Processes, tools and measurement
- The VeriSM™ model
- Operating in a world of digital transformation
- Selecting and integrating management practices
- Progressive management practices including Lean, DevOps and Agile
- The impact of technology on service management
- Getting started
What is VeriSM Not?
- VeriSM is not another Service Management framework and it does not replace frameworks such as ITIL®
- VeriSM is not focused on the IT department
- VeriSM is not tied to any particular Service Management framework, technology platform, service provider organization type
VeriSM™- A service management approach for the digital age (Van Haren Publishing; c. 350 pages) It can be purchased directly through Van Haren Publishing or on Amazon.