VeriSM™: Unwrapped and Applied

Claire Agutter, Johann Botha, Suzanne Van Hove

• Publisher: Van Haren Publishing
• Year: 2018
• ISBN:
  9789401803717
• Edition: 1
• Topic: Didattica
• Subtopic: Didattica generale

VeriSM: Unwrapped and Applied, the second volume within the VeriSM series, extends the information in the first volume VeriSM: A Service Management Approach for the Digital Age. It shows how VeriSM applies to the digitally transforming organization. This includes information around what digital transformation is, approaches to digital transformation and its implications for the entire organization, especially the people. The book explains how to use the VeriSM model, describing the steps to develop, maintain and use the Management Mesh to deliver a new or changed product or service. Within this content, a case study is used to illustrate how to apply the model for each stage and to show the expected outcomes. Implications for the entire organization are stressed throughout the entire volume, reinforcing the concepts of enterprise strategy tying together the organizational capabilities to produce consumer-focused products and services. The second part of the book also includes a wealth of case studies, stories and interviews from organizations and individuals who have a digital transformation journey to share. VeriSM early adopters from around the world provide more information about how they are applying the guidance.

1 Using this Book

VeriSM^TM: Unwrapped and Applied develops and builds on the content in the first VeriSM book, VeriSM^TM: A Service Management Approach for the Digital Age. To use this publication effectively, concepts from the initial book should be understood. While repeating the concepts is not the intent of this volume, Section 1.1 provides a brief summary for those who are new to the approach.

1.1 OVERVIEW OF THE VERISM APPROACH

VeriSM provides a value-driven, evolving, responsive and integrated approach for service management in the digital age. Key concepts for VeriSM begin with the idea that the entire organization is a service provider, not a single department such as the IT department. Expanding service management beyond one department (typically IT) to include the rest of the organization is important for the digital organization. Doing this means that all of an organization’s resources and capabilities are engaged in delivering value to the consumer through products or services.

This supports the next VeriSM key concept: whatever is delivered by the service provider, products or services, does not really matter. What matters is that the needs of the consumer (a much broader and more inclusive term than customer) drive what the service provider delivers. Consumer is used as a term throughout the book, except where ‘customer’ is the normally accepted term (for example, when talking about customer service). VeriSM also requires products and services to be aligned with enterprise governance and supporting Service Management Principles.

VeriSM focuses on the people and culture aspects of service management including leadership and organizational culture as well as the need for continued professional development. These concepts are interwoven throughout the next chapters. An organization’s leaders set the tone for success, so their role is essential and covered in detail.

The VeriSM model is a service management operating model for an organization, which includes:

■ Governance;

■ Service Management Principles;

■ The Management Mesh, which allows for flexibility and an integrated application of multiple management practices;

■ Four stages (Define, Produce, Provide, Respond) supporting the products or services delivered to the consumer;

■ The consumer, who drives what the service provider does and provides feedback on what is delivered.

There is a two-way relationship between the organization’s strategy and the service management operating model. In one direction, design of the operating model is derived from the strategy. In the other direction, the organization’s strategy may be influenced by operating model improvements and changes, or by signals from consumer feedback that resonate with the leadership, causing changes to the overall operating model (shown in Figure 1).

Figure 1 The VeriSM model

Full descriptions of these are found in VeriSM^TM: A Service Management Approach for the Digital Age. Briefly, each area is defined as follows:

■ Governance – the underpinning system of directing and controlling the activities of an organization;

■ Consumer – provides the requirements for products and services, receives products and services, gives feedback, and participates in verify/review/improve activities;

■ Service Management Principles – based on the organizational governing principles, the ‘guardrails’ for the products and services delivered, addressing areas such as quality and risk;

■ Management Mesh – how an organization combines its resources, environment and emerging technologies with different management practices to create and deliver products and services;

■ Define – design of a solution (product or service) using agreed requirements;

■ Produce – the creation of the solution (build, test, deploy) ensuring the outcome meets the needs of the consumer;

■ Provide – the new/changed solution is available for use;

■ Respond – support the consumer during performance issues, unexpected occurrences, questions or any other requests; read the consumer’s signals and act accordingly.

Within the VeriSM model, governance and Service Management Principles are relatively stable elements, only changing when the organization’s needs or consumer requirements change. The Management Mesh is flexible and is adjusted as required for products and services, for example to integrate a new management practice or a new technology. The four stages reflect the defined organizational management practices.

1.2 PART A: CHAPTERS 1 – 18

This book is divided into two sections. Part A discusses the impact of digital transformation on organizations and people. It provides practical guidance on how to respond, including techniques, approaches and applying the VeriSM model.

1.3 PART B: CHAPTERS 19 – 29

Part B builds on Part A with practical examples, case studies, interviews and industry perspectives. It includes a wide range of material from around the world that will be a source of inspiration and advice for your own digital journey.

1.4 THE 2018 DIGITAL TRANSFORMATION SURVEY

Whilst preparing the content in this book, IFDC conducted a survey in 2018 of more than 1,200 people to ask for their views on digital transformation and how it is affecting their workplace. Throughout the book survey extracts are used to develop concept...