by Doug Tedder
Date Published September 4, 2019 - Last Updated December 17, 2019

The VeriSM™ service management approach was introduced in the fall of 2017. Many organizations in the European and Asia Pacific regions have embraced the approach in successfully beginning their digital transformation journeys. But despite these early success stories, there are still a number of myths that seemingly prevail regarding VeriSM.

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Myth #1: VeriSM Is a Replacement for ITIL

VeriSM doesn’t replace ITIL—or any other methodology, framework, or standard. Rather, VeriSM leverages and builds upon the frameworks and methodologies that you have or need to develop and support for each of your organization’s products or services.

VeriSM doesn’t replace ITIL—or any other methodology, framework, or standard.
Tweet: VeriSM doesn’t replace ITIL—or any other methodology, framework, or standard. @dougtedder @ThinkHDI #VeriSM #servicedesk #ITSM

In today’s fast-paced digital economy, there isn’t just one framework or approach that will work for all products and services in all situations. VeriSM, with its unique Management Mesh construct, helps organizations identify and leverage how various methodologies or frameworks can be used for a specific product or service, while another product or service may leverage a different set of frameworks and methodologies. VeriSM acknowledges that each organization has unique business drivers, unique business environments, and unique technology needs. VeriSM helps organizations adapt and adopt the various frameworks and methodologies to a business’ specific and unique needs…not force the business to alter its requirements just to “fit” within a specific framework.

Myth #2: VeriSM Is Only for Organizations Considering Digital Transformation 

While “digital transformation” was the backdrop for the development of VeriSM, I’ve always thought VeriSM applies to more than just these organizations. I view VeriSM as an excellent overall approach to service management. For example, many organizations are struggling with how to strike the right balance between competing demands like:

  • Responsiveness versus stability
  • Leading edge technologies and approaches versus reliability and supportability
  • Competitive demands versus organizational capabilities
  • Security versus consumer ease-of-use
  • Internal collaboration versus specialization
  • Sourcing capabilities internally versus externally

VeriSM helps organizations identify, evaluate, and navigate these competing demands by helping organizations identify its strengths, areas needing development, and gaps, while at the same time, keeping the needs of the consumer in mind.

Myth #3: VeriSM Is Just Another IT Methodology

In today’s world, the line between business and technology is beyond blurred; business and technology are rapidly becoming integrated. The VeriSM approach recognizes this integration of technology and business, and provides guidance for how the entire organization, not just a single department, should perform as a service provider. IT has never been the only capability within an organization that provides products and services for others. Other organizational capabilities, like HR, facilities, accounting, and more, also provide services and products. And in today’s always on, always connected business world, organizations need an approach that works well across the entire organization, not just for a single department. This is exactly why VeriSM was developed.

So, What Is VeriSM?

VeriSM is a service management approach that helps organizations define their principles and operation model for exploiting all of their organizational capabilities. When one views the entire organization as a service provider, an approach that is tailored to the specific needs of that organization is required. This is where VeriSM comes in.

Unlike other methodologies or frameworks, VeriSM is designed to evolve as the organization evolves. One of the strengths of VeriSM is what I call flexible consistency. VeriSM recognizes that different products and services within an organization may require flexibility in how value is delivered to consumers. But at the same time, the organization needs to take a consistent approach for delivering value. VeriSM provides that consistency through its “Define-Produce-Provide-Respond” model, while at the same time, provides flexibility via the Management Mesh.

How Does the Support Center Fit Within VeriSM?

A question that I’m occasionally asked is “Does the support center fit within VeriSM?” The answer, of course, is “Yes.” Here’s how:

  • The HDI Support Center Standard would be considered a “Management Practice” in the VeriSM Management Mesh. The Support Center Standard provides outstanding guidance for all aspects of the effective operation of a support center—whether or not that support center is located within IT.
  • The support center could be considered a “Resource” in the Management Mesh. The Support Center is an element that an organization could draw upon to create products and services, as it is a source of trained and qualified people, well-versed in service management and customer service skills.
  • The support center could be considered under the “Environment” quadrant of the Management Mesh. The support center provides and uses tools and processes for managing consumer interactions, monitoring and reporting service performance, and maintaining knowledge.  These service stabilizers can be applied across all of an organization’s products and services. Depending on the sourcing model for the support center, there may also be contractual obligations or cultural considerations as well.
  • The support center is critical for success for “Respond” activities within the VeriSM model. The support center provides the single point of contact for managing interactions with consumers, as well as records all interactions with consumers.

Why Should Your Organization Consider VeriSM?

Here are a few reasons why your organization should have a look at VeriSM.

  • You recognize that it is the organization, not just a department or two, that provides services. You also realize that you need a way to ensure that all aspects of service management and associated capabilities are addressed. You not only want to enable and leverage your organizational capabilities to the fullest, but also ensure the efficient and effective flow of value, across the enterprise.
  • Your organization is beginning its digital transformation, and you want to ensure a balanced approach for finding and exploiting emerging technologies. You realize that it's going to take more than the latest and greatest technology to be successful in the digital age, and you need a way to manage expectations while, at the same time, deliver results, sustainability, and enable continual improvement.
  • You need the flexibility of an approach that does not take a one-size-fits-all mentality. Some of your products and services are perhaps under strict regulatory control, while other products and services require a more responsive approach to meet business demand. You want to leverage the right methodologies for the right products and services, not force fit products and services into methodologies that won’t work for those products and services.
  • You need to expand service management across the enterprise and enable the organization to act in a holistic way, enabling a frictionless, customer experience.

VeriSM™ is a trademark of IFDC.

ITIL® is a registered trademark of AXELOS Limited.

Doug Tedder is a strategic, innovative, and solutions-driven IT service management professional with more than 20 years of progressive experience across a variety of industries. He’s a resourceful and hands-on leader with track record of success implementing ITSM and IT governance processes. Doug is a certified ITIL Expert and ISO/IEC 20000 Consultant Manager and holds many other industry certifications. In addition, Doug is an accredited ITIL Foundation trainer and HDI Support Center Analyst and Support Center Manager instructor. Follow Doug on Twitter @dougtedder and connect with him on LinkedIn.

Tag(s): supportworld, service management, ITIL, ITSM


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