the company will get a few lines with which to capture the potential customers’ attention and entice them to click through. Again, this will depend on content (the business) and design (IT). And so it goes on; Assuming I click through, then between landing on the website and pressing the button to confirm my order, there will be many “moments of truth” where I, as the customer, may lose confidence or patience and decide to go back to the search results. It could be that I am presented with too much information, or the screen does not format well on my device, or the response times are too long, or I’m not encouraged to continue (“Well done Mark, you are one page away from the best deal on the web!”). You can see that the design, maintenance and support of
6. Does this replace ITIL?
The authors of VeriSM take pains to make it clear that VeriSM is not a framework or methodology. It is an overarching approach that, amongst other things, ensures that the right management practice (ITIL, Agile, Lean, SIAM…etc) is used depending on the nature of the service and the needs of the stakeholders and consumers. Rather than replace these approaches, it ensures, through the definition of key service principles (which act as the guardrails within which all service
digital services is something that requires the various business units and IT to work, shoulder to shoulder, in equal partnership.
This, in my opinion, is the fundamental mind-shift that VeriSM is championing. With digital services, IT is not the service provider – the organisation is the service provider. Service Management is no longer the remit of the IT department – it is a whole-enterprise responsibility. IT, as a function within an organisation, is simply one of the capabilities that support the design, development and operation of digital services.
development occurs), that organisations get
maximum benefit from their investment in ITIL, Agile, et al.
7. What is the management mesh?
I’m not actually planning to explain the VeriSM model here but one concept which has triggered a lot of discussion is the management mesh.
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