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VeriSM does not replace current practice, but provide a model to clarify their place and allow for improvement and augmentation of these. Unlike many best practices, the focus of VeriSM isn’t on specific or detailed process flows. It’s about creating a fully functioning service management capability in which processes will be part, as will selected management practices, a governance model and a defined operating approach. In other words: the tried-and-tested processes, practices and tools do not have to be replaced, but can be ‘positioned’ within the model and augmented, where required, with other process, practices or tools.
In the model, governance forms the outer ring as it surrounds or overarches every activity, ensuring a focus on value, outcomes and the organisation’s goals.
Service management principles are then agreed for the organisation (forming the next ring).
These principles act as ‘guard rails’ and are relevant to all products and services. The principles include areas like security, quality, cost and risk and make sure that all services are aligned with the needs of the organisation.
In theory, this means that teams can work with a variety of management practices, but still need
to meet the requirements of the service management principles.
The unique element of the VeriSM model is the Management Mesh which can be adapted depending on the requirements for a product or service. The Management Mesh includes:
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For each product or service, these areas are considered and the Management Mesh is flexed where necessary. This makes perfect sense, because if we look at the myriad of enabling practices, technologies and management models available, it can get confusing. What do I choose? Can they be combined? Is one better than the others?
In VeriSM we know that not all those practices will be relevant for every organisation (or for every service or all the time). It tells us to identify the capability gaps and issues to be resolved before selecting a management practice. Careful consideration should be given to any new practice added to an organisation’s Management Mesh to make sure it adds value, is well defined and integrated.