VeriSM™ – Service Management for the Digital Age

What is VeriSM™


VeriSM™ is a service management approach for the digital age that helps service providers to create a flexible operating model to meet desired business outcomes. VeriSM™ supports organizations to succeed in the world of digital services, using all organizational capabilities, from IT to Marketing and Finance to Customer Service, in order to deliver value.  

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.


The VeriSM™ model

In the 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.

VeriSM Graph

The Management Mesh includes:
▪ Resources
▪ Environment
▪ Emerging technologies
▪ Management practices

For each product or service, these areas are considered and the 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 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.

Target Audience

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.


VeriSM™ includes:
▪ Service culture
▪ Organizational context
▪ People/structure
▪ 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

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