VeriSM – Service Management thinking is changing into the future

2017 was a frustrating year for me in ITSM. ITIL, in its current form, has been around for 10 years (the 2011 revision warmed it up a little, but wasn’t exactly been a big change, let’s face it) and that’s a long time in IT terms. Don’t get me wrong, I don’t think that ITIL has suddenly become irrelevant (it hasn’t) or that IT has somehow changed out of all recognition. BUT there have been big changes in approach throughout service delivery and we’re still waiting for ITIL to catch up. The next revision can’t come soon enough in my book and I’m sure it’ll be worth it when it does.

In the meantime, IFDC has launched VeriSM. With it, they have brought in a new approach, a new model, and integrated some existing thinking alongside a message that many in the ITSM community (myself included) have been preaching for a good while now; ITSM is more than ITIL and it’s time we started making better use of other frameworks, where applicable, as well as NOT throwing the baby out with the bathwater whenever something ‘new and shiny’ comes along. Evolution, not necessarily revolution, is the key here.

VeriSM thinks about services from the following perspectives.

  1. Service starts with the consumer and ends with the consumer. Having a consumer focus and a service culture is fundamental in ensuring that services deliver the expected value.
  2. The whole organisation is the service provider, not just IT. This resonates with recent thinking that the IT service provider needs to look not just at the business it serves, but how it serves the CUSTOMERS OF THAT BUSINESS. Finance, HR, manufacturing, sales, etc. are all just as much part of the service provider as IT.
  3. Services are (going) digital. Digital delivery is where it’s at. Digital disruption and digital optimisation are driving changes in the way in which consumers receive and interact with services.

VeriSM actively seeks to integrate, rather than define, ways of working and management practices, and in particular engage with new practices.  So say hello from ITSM to Agile, Lean, Shift Left, CX/UX and other new(er) ways of thinking about delivering services that may not have been integrated yet. VeriSM wants to avoid having Agile or Lean or Shift Left become siloed capabilities; they need to be embedded through integrated management practices.

Although not explicitly covered, emerging practices like Agile, Shift Left, Lean, etc. are in the VeriSM material.  Equally, the likes of ITIL, COBIT, ISO2000, IT4IT, etc. will still provide good advice and guidance in their respective areas as well.  VeriSM has a key role in integrating all of these approaches to best suit the needs of your organisation.

In fact, VeriSM is positioning itself to sit above or to the side of existing practice and provide advice and guidance on how to SELECT and INTEGRATE management practices so that they work in harmony where they can provide best value.

Having done the Train-the-Trainer session for VeriSM there’s one last thing I want to add. Some people got really hung up on whether it was a framework, a model or an approach. VeriSM isn’t a framework, or a methodology. It’s an up-to-date, evolving approach to how we think about service management. It includes a generic model to frame the discussion of how this should be done. I say it’s an approach, that contains a model, but most importantly, it’s just VeriSM and it’s where SM is headed.

We have added three new courses to our portfolio to help users get on board with VeriSM for people with different experience in Service Management. The image below should help you decide what you need to attend:

VeriSM Pathway

Here are the links to the courses if you would like more information:

Essentials -

Foundation -

Plus -


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