Frameworks and standards

VeriSM: service management for the digital age

VeriSM helps organisations bring together different management practices, from ITIL to DevOps and Agile, into one approach that fits how they actually deliver services. Here is how it works.

In brief

What is VeriSM?

VeriSM is a service management approach designed for organisations going through digital transformation. Rather than prescribing one set of practices, it shows how to combine the practices that suit you into a coherent whole.

The name reflects its intent: service management that is Value-driven, evolving, responsive and integrated.

VeriSM takes an organisation-wide view. It recognises that in a digital organisation, services are delivered by the whole business, not just the IT department, so service management principles need to apply everywhere.

Its central idea is the management mesh: a flexible way to combine resources, the environment you operate in, established management practices (such as ITIL, Lean or DevOps) and emerging technologies to deliver each service in the most suitable way.

Key facts

Type: Service management approach
Owner: International Foundation for Digital Competences (IFDC)
Introduced: 2017
Certification for people: Yes, through accredited examination institutes
Certification for organisations: No
Official site: verism.global

Core ideas

The key ideas in VeriSM

Organisational governanceServices are directed by the organisation’s governance, vision and principles, which set the boundaries for everything else.

Service management principlesEach organisation defines principles, such as for quality, risk, security and measurement, that every service must meet.

The management meshA flexible combination of resources, environment, management practices and emerging technologies, tailored for each service.

Define, produce, provide, respondFour stages describe how a service is designed, built, delivered and supported, with consumer feedback flowing throughout.

Consumer focusEverything starts and ends with the consumer: understanding their needs and responding to their experience.

Progressive practicesVeriSM embraces practices such as Agile, DevOps, SIAM, Lean and shift-left alongside established approaches.

Ownership and history

Who owns VeriSM, and where did it come from?

VeriSM is owned by the International Foundation for Digital Competences (IFDC), a not-for-profit organisation based in the Netherlands. It was developed with contributions from a broad community of service management practitioners and launched at the end of 2017.

VeriSM was created in response to a common challenge: organisations were adopting many different frameworks and methods, often by different teams, and struggling to make them work together. VeriSM provides the glue.

Certifications

VeriSM certifications for individuals

VeriSM certifications are developed by IFDC and offered through accredited examination institutes, such as EXIN and APMG International, and their training partners.

AwarenessVeriSM EssentialsA short introduction for anyone who needs to understand the basic concepts of service management in a digital organisation.

Entry levelVeriSM FoundationThe core qualification, covering the VeriSM model, the management mesh, progressive practices and how to get started.

AdvancedVeriSM Plus and ProfessionalHigher levels focusing on applying VeriSM and integrating progressive practices in real organisational situations.

Available levels and exam formats depend on the examination institute, so check with your chosen provider before booking.

Benefits

Why organisations adopt VeriSM

Joins up existing practicesHelps teams using ITIL, Agile, DevOps and other approaches work together instead of competing.

Fits each serviceDifferent services can be managed in different ways, within shared principles, rather than forcing one model on everything.

Whole-organisation viewExtends service thinking beyond IT to every part of the business that contributes to digital services.

Ready for changeMakes it easier to adopt new technologies and ways of working as they emerge.

Consumer centredKeeps the focus on the experience and outcomes of the people who use the services.

Lightweight to startCan be introduced gradually, building on what you already do well.

Who it is for

Who should use VeriSM?

VeriSM suits organisations undergoing digital transformation, especially those where several teams use different methods and the result feels fragmented.

It is also useful for organisations that find traditional IT service management too IT-centric, and want service management thinking to reach product, marketing, operations and other business functions.

VeriSM does not replace ITIL or other frameworks. If you already use them, VeriSM helps you decide how they fit together.

Roles that benefit most

Digital transformation and change leaders
Service and product managers
Heads of IT and operations
Agile and DevOps coaches
Business managers responsible for services

How it fits

How VeriSM works with other frameworks

ITIL is one of the management practices that can sit within the VeriSM management mesh.
DevOps and Agile are treated as progressive practices that VeriSM helps integrate with service management.
COBIT can provide the organisational governance that VeriSM expects to sit above service management.
ISO/IEC 20000 requirements can be met through a VeriSM-based approach where certification is needed.

How Northera helps

Bringing your practices together

We use VeriSM to shape service management around how your organisation actually delivers work, particularly where DevOps and Agile teams sit alongside traditional IT operations. Our founder holds the VeriSM Professional certification. See our services page for more.

Too many frameworks, not enough joined-up thinking?

Book a free scoping call to talk through how your practices could work together more effectively.

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