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VeriSM Goes Viral

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Value-driven, Evolving, Responsive, Integrated, Service, Management

You may have already heard of the fairly new VeriSM approach for Service Management, and if you haven’t, I can assure that you will in 2019.

So, what is VeriSM?

VeriSM is a new service management approach, focusing less on processes and more on outcomes and goals.

It isn’t a replacement for any of the existing ITSM frameworks, methodologies or best practices, if that’s what your thinking, but it helps to know which of these frameworks to apply, when providing the kind of service your customers and end-users expect.

Certain approaches specifically target IT departments, but this isn’t the case with VeriSM. VeriSM applies to organisations as a whole, because it could be argued, that every department within an organisation, is a service provider.

Office cubicles


It’s simple. If a department deals with requests from employees, users or customers via a group mailbox or other system, what is it doing? Providing a service. VeriSM takes this into account, by helping organisations adopt an end-to-end system for service management; selecting best practises from the then, and the now.

Traditionally, companies employ IT professionals to work in an IT department, now IT experts can work in any department, and any department can use IT. For example, a web developer may sit within marketing, rather than with the IT team. Employers and organisations, need to familiarise themselves with this new way of distributing skills.

Team handshake

This brings us to an interesting point about the way ITSM is changing.

In the near future, we’re going to have to lose “IT” from the name, because VeriSM reflects the growing realisation that the capabilities and benefits of ITSM are not exclusive to IT departments. It can can be extended to other business functions such as, HR, facilities, legal and marketing, to name just a few.

ITIL has undoubtedly evolved since 1995, from computing into more complex systems, such as mainframes, and then the development of corporate level systems. ITIL became formal at ITIL 1, through ITIL 2 and 3. We’re now on ITIL 4, which covers other areas of service management and the service supply chain, along with VERISM.

ITIL 4 will be out in 2019, transitioning toward a more user and support focus in incorporating automation. This means more ownership to department users - VERISM, each user/department can run it’s own IT - IT for everyone!

Coding screens

Why should I adopt it?

If you’re not already sold by all of the above, then think about it this way. In order to deliver real value to service teams and end-users, companies need to look at what their service teams are trying to achieve. Adopting non-IT-oriented, broad-spectrum approaches like VeriSM, can make this happen.

For more information on VeriSM, download our white paper: The New ITSM, A Guide to Enterprise Service Management (ESM) and The Future of Service Teams.


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March 27, 2019
Mehrnaz Karimi
Mehrnaz Karimi

Mehrnaz is a Content Marketing Executive with five years experience in freelance journalism & copywriting, she has seen her writing published in eight different outlets, over print, digital, & television, including tech copywriting.

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