Bio: Claire Agutter is the director of Scopism, a start-up created to support ITSM professionals and help them exploit new management practices. She has recently been the lead architect on the program to create the SIAM Foundation Body of Knowledge, and is recognised as a top 25 thought leader in ITSM and a top 10 social media influencer. Claire believes in sharing knowledge and experience between organisations, and hosts the popular ITSM Crowd hangouts that provide practical advice to ITSM professionals around the world. Claire is the chief architect for VeriSM™.
VeriSM™: There are many factors that have led the service management industry to a tipping point. New management practices, digital transformation, commoditization of IT and the increasing need for IT/business convergence are all drivers for the creation of the VeriSM™ approach. To create VeriSM we worked with a global team of experts, taking a fresh look at service management for the digital age. VeriSM™ describes a service management approach from the organizational level. Based around the VeriSM™ model, it shows organizations how they can adopt a range of management practices in a flexible way to deliver the right product or service at the right time to their consumers.
Bio: Dr. Van Hove is an active Service Management consultant, trainer and coach working in all professional verticals. Following her passion for education, Dr. Van Hove works within several universities as an adjunct professor delivering Service Management concepts to IS/IT students. As a globally recognized curriculum designer and technical writer, Dr. Van Hove has published several books, blogs, videos, articles and international standards focusing on Service Management. In 2011, Suzanne was awarded the Industry Knowledge Contribution Award by itSMF USA. Currently, Suzanne is the Chair of GIT1 (US Mirror of JTC1/SC40) and the current convenor for JTC1/SC40/WG2 – the international work group responsible for the ongoing development and management of the ISO/IEC 20000 series of standards. In 2013, Dr. Van Hove was awarded the Lifetime Achievement award from itSMF USA in recognition of her contribution to the industry.
VeriSM™: VeriSM™ represents all the ‘good’ from the traditional IT-based practices and raises them up to organizational level. It’s evolutionary! It’s time for the Service Management culture to permeate the entire organization. The concept of “organization-as-service-provider” is long overdue. It is the partnership between the organizational capabilities (traditional organizational specialties) that drive successful organizations. It’s time to exploit all resources available to the organization to drive value to the consumer. Time is short – competition is fierce. Capitalizing on an integrated, value-driven philosophy of service delivery creates the win-win for the consumer and organization. It’s just time for the next evolution. Welcome VeriSM™!
Bio: Randy has over 25 years of hands-on IT Service Management experience gained from many clients around the world. He was the lead author for the ITIL 2011 Service Operation book. He was a Global Head of Service Management for a worldwide media company with 176 operating centers around the globe. He led two major IT Service Management transformation projects for a large government agency and another manufacturing company that both won ITSM project of the year awards from itSMF. Randy is also the author of a number of popular ITSM books, most recently High Velocity ITSM – Agile IT Service Management For Rapid Change In A World Of DevOps, Lean IT and Cloud Computing. Randy has implemented IT solutions for one client that went on to win a Malcolm Baldrige award for the quality of their IT services. He carries ITIL Expert, Six-Sigma ISO20000 and PMP certifications.
VeriSM™: VeriSM™ is the first approach and guidance in the marketplace that covers all the leading progressive practices under one entity – it recognizes the dynamic changes and challenges taking place in the industry and provides expert guidance for dealing with it all.
Bio: Dave worked before at Sogeti Netherlands and is now a management coach & consultant at Quint Wellington Redwood. Dave is mainly active in the field of Agile, Lean, DevOps and IT Service Management. Dave coaches and advises organizations in their transformation towards enterprise agility
VeriSM: Einstein nailed it: “Insanity is doing the same thing over and over again, and expecting different results”. We need real change in the IT industry. Not fake change. VeriSM helps us to put a step in that direction. But this doesn’t mean we’re finished now. As with any new method, framework or methodology, we need to build continuous improvement into our DNA.
Bio: Doug is an accomplished and recognized leader who is equally adept in interactions from senior leadership to day-to-day practitioners. His attention to detail, industry knowledge, emotional intelligence, and the ability to “see the big picture” and make it actionable has resulted in a track record of success in helping IT organizations transform into business partners for value delivery.
Doug holds numerous industry certifications in disciplines ranging from ITIL, COBIT, Lean IT, DevOps, KCS, and Organizational Change Management.
An active volunteer within the IT Service Management community, Doug is a frequent speaker and contributor at local industry user group meetings, webinars, and national conventions. Doug also regularly shares his insights
and thoughts on service management via his blog. He is a member and former president of itSMF USA as well a member of HDI. Follow Doug on Twitter (@dougtedder).
VeriSM™: Do organizations really utilize their complete set of capabilities to their fullest potential?
Many organizations are unable to effectively align all its capabilities in such a way to remove friction and waste and deliver efficient outcomes that result in real business value. As a result, many organizations operate as a collection of siloed capabilities. Some organizations try applying best practices or frameworks in an attempt to eliminate this friction or waste. But those best practices and frameworks are typically only applied within selective parts of an organization, not across all parts of the organization. The organization remains a collection of siloed capabilities.
Progressive organizations must leverage and seamlessly exploit all of its capabilities to meet the demands of the always-on, always-connected economy. Progressive organizations must integrate and manage all of its capabilities to effectively deliver the value streams their customers demand. VeriSM™ provides the guidance needed for integrating, releasing, and exploiting the collective capabilties of organizations in a collaborative way to delivers true business value. Service management must include all capabilities of an organization – VeriSM™ provides the way to make this happen.
Bio: Johann has extensive IT governance, service and programme/project management experience, which he combines with technical & process knowledge in government, telco, IT, aviation and financial sectors to help customers to improve service delivery or to solve tricky problems. He fulfils a mentoring and coaching role at executive, project, and IT management levels.
Johann helps organisations with cultural change in their organisations and is an expert on Lean, Agile, and DevOps as well as ITIL, COBIT, and ISO.
Johann is actively involved in the development of standards and best practice frameworks and a published author on topics like governance, service and quality management.
Johann has a Diploma in Digital Electronics, Post Graduate Certificates in Management and Organisational Behaviour, an MBA, is a Chartered Professional Member of the British Computer Society, Certified COBIT assessor and CGEIT, ITIL Expert, Lean & Agile Master Blackbelt. He received the itSMF-SA’s lifetime achievement award in 2014 and is an FSM alumni amongst other things.
VeriSM™: For me, VeriSM™ is an manifestation of the zeitgeist and the publication could not have been better timed. The framework embodies ALL the essential skills needed to ensure good IT service delivery and to assist customers to unlock value at a rapid pace! It is practical, lean, agile, DevOps all rolled into one – built on the foundations of ITSM. In short – its brilliant!
Bio: Karen is an acclaimed author, speaker, consultant and notable industry thought leader. She combines her extensive knowledge of service management with her in-depth experience in organisational change management challenging organisations to effectively address the people side of change and ensure success of improvement initiatives – however large or small. In 2014, Karen was awarded the lifetime achievement award from itSMF Australia in recognition of her contribution to the industry.
VeriSM™: Service management is the business of the whole organisation. It no longer lurks in the shadows of IT! In a world that is now volatile, uncertain, complex and ambiguous (VUCA) the organisation has to be constantly on the front foot, ready to respond to unplanned changes driven by many factors and units including customer feedback, customer demand, marketing, finance, business intelligence, market changes etc. VeriSM™ provides a responsive, adaptable, flexible and value-driven approach to enterprise-wide service management. The cadence of value-delivery has changed dramatically. It is more frenetic that it has ever been. VeriSM™ addresses how service management needs to evolve to meet this challenge. VeriSM™ is everyone’s business!
Bio: Mr. Krzysztof Politowicz is a graduated Information Science at the University of Lodz in Poland and has a MA in Information Systems Analysis. After working in public sector as a librarian, he was employed in privately held companies focusing on IT (Digital Equipment Corporation, Compaq Computer) where he was holding a position of IT specialist and manager. At the beginning of year 2000 Krzysztof was employed in different positions as sales person, from Junior Sales to President of the Board in next 7 years. During this time Krzysztof was involves in many project’s roles like Senior User, Senior Supplier, the Executive, Project Manager and Team Manager also a team member but also fulfilled a role as a coach and a trainer. In 2005 he funded a company named Business Excellence Institute Ltd. based in Poland, where he was CEO and President of the Board. From 2008 Krzysztof is the owner of his own private activity BEI Krzysztof Politowicz & Partners, which is ATO/AEC for world-wide methodologies. He is fully certified as ITIL® V3 Expert and all modules, Prince2® practitioner, Agile Scrum Master at many more. For the last 13 years Mr. Politowicz has fulfilled a role as a supervisor/invigilator of examination and Quality Assurance for EXIN, APMG, BCS, PeopleCert, ISEB and Tüv Academy.
VeriSM™: Service approach requires continuous development, update and upgrade. The service without validation will be slowly “rusted” and will eventually cease to satisfy both the Customer and the Service Provider. Similar to the delivery method. Service Management was known in the US in the 70s of the last century, when it was known that the production itself was not enough, the quality of service around the product should be improved. Similarly in the late 90’s in the UK. That is why a good set of ITIL® practices has emerged, but not just. Previously known as eTOM in telecommunications and corporations have created their own “versions” of service approach (see MOF created by Microsoft). Standardization of the model has been made by ISO20000 and other standards such as ISO27000 information security.
ITIL® and/or ITSM have long prevailed in the IT prefix and is convinced that it’s only IT professionals (see the IT Crowds TV-series). For a long time, elements such as SLA / SLM or Change Management have been widely used in the dawn of business, finance, logistics, manufacturing (see books The Goal E.Goldratt or Phoenix Project).
We need an IT-independent approach that is applicable to all areas of the enterprise. We need renewal and refresh in a new digital environment. We need VeriSM™ and that’s great.
Bio: Leo van Selm has over 30 years of experience within the IT market. Starting as technical consultant in the field of telecom, this was followed by over 10 years of international management for one of the larger European IT Companies. In this period, he was dedicated to product management and Quality control with frequent contacts in the far East and USA. The last 20 years Leo spent his time mostly in the field of IT Service Management and Project Management. As consultant for Total Cost of Ownership (TCO) issues and as qualified ITIL Service manager and PRINCE 2 Project manager, he carried out numerous projects with various companies to improve efficiency and effectiveness in IT operations. Leo is qualified ISO Quality and security standards Auditor (ISO 20000 and 27000). He works for Dutch service providers and Exin as Lead Auditor.
VeriSM™ provides the answer to the actual issues that arise in many organizations: The triangle between Design, Realization and Operations touches and cracks because of the use of old models and practices. VeriSM™ provides the nowadays foundation on which modern and flexible methods for designing and implementing can be used. This while maintaining solid Service Delivery, so that actual consumer oriented solutions can be reliably delivered for now and the future.
Bio: Michelle Major-Goldsmith is originally from the UK but is now based in Perth, Western Australia. She has over 25 years industry experience and has worked in almost every continent across the globe. Originally from a social sciences background, Michelle crossed over into IT with a Master’s Degree in Computer Based Information Systems. Michelle is the Lead Architect for the Scopism Service Integration and Management Body of Knowledge (SIAM BoK) and was a founder member of the SIAM Foundation Body of Knowledge architect team. In 2017 the team were awarded the title Thought Leaders of the Year at the Professional Service Management Awards in the UK. Michelle has been an active committee member of various service management groups and forums for many years. She is currently a committee member of the itSMF, Western Australia Branch as well as a representative of the AXELOS Accredited Training Provider Working Group. Michelle is currently engaged ostensibly in the consulting and training space, she is passionate about service management and all best and enabling practices. In 2010 she was awarded the UK Service Management Trainer of the Year award and in 2011. Earlier this year Michelle was awarded the Service Management Champion of the Year by itSMF Australia.
VeriSM™: Never has there been a more important time to bring to life an enterprise based approach to service management that focuses on truly understanding the role of information services within modern business enterprise. For many years the purported paradigm of the IS to business relationship has blighted straightforward conversations around business outcomes. IS has become disconnected from the business it is intended to serve with IS practitioners calling for vigorous efforts to force alignment between the two, when in fact they are but one. VeriSM™ doesn’t discriminate, it provides guidance for the whole business. Establishing the principles, practices, skills and knowledge necessary to ensure effective service delivery. It embraces best and enabling practice in a single publication providing guidance and practical advice to allow people at all levels to determine an appropriate operating model for success. Simply, VeriSM™ provides an introduction to the essentials of service management, they way it should be – from a business perspective.
Bio: Working in IT since 1989 in various roles and functions. I have been providing ITIL training since 1999 for many national and international ATO’s. Since 2012 I added Organizational Behavior Management (OBM) to my portfolio. I like to help others to bring out the best in themselves and their organizations every day by combining service management and OBM knowledge and experience.
VeriSM™: the next logical step in our never ending journey to become better service providers. The fully integrated approach to service management – a capability beyond IT – makes VeriSM™ valuable for anyone who likes to take good care of the customer.
Bio: Clare is a commercially minded change manager with over 19 years experience and expertise within Service Management both in the Public and Private sectors. Main areas of focus apart from owning the Change Process are evaluation, selection, implementation and daily management of ITIL compliant Service Management Tools. Implementation of new Service Management processes including Configuration and Release Management. Demonstrating improvement in process efficiency and cost savings through a cycle of continual improvement. Negotiating, monitoring and reporting on Service Level Agreements. Management of IT support teams, developing capabilities to allow for successful
VeriSM™: The main focus of any business should be the quality of service they provide to the customer. The business needs to be able to monitor demand and react in the right way at the right time in order to remain competitive.
Service management has traditionally been constrained to the IT department. VeriSM™ recommends that Service Management is adopted as a capability throughout the business from the top down, so that each and every area from security to marketing, follow the same Service Management framework. This will ultimately help to achieve increased value provided to the customer through an approach which is much more collaborative, consistent and responsive.
Bio: Rob is an independent IT management consultant, trainer, and commentator based in Wellington, New Zealand. Rob is an internationally-recognised thought leader in DevOps and IT Service Management (ITSM) and a published author of seven books and many articles. He is best known for his controversial blog and alter-ego, the IT Skeptic. Rob labels himself a “DevOps anticryptoequinologist”. (He’s interested in DevOps for horses not unicorns.)
VeriSM™: Service Management must constantly refresh and evolve in our rapidly changing world. We are going through an IT Renaissance, the like of which we have never seen before. VeriSM™ brings together the latest thinking to help us keep pace with that transformation.
Bio: Simon has over 25 years’ international experience in in the development and delivery of various Service and Project Management consulting and training assignments. Known as the ‘ITIL Zealot’, he is always looking for the most effective and efficient way of delivering managed services, using ITIL, SIAM or other enabling practices.
Simon was a founder member of the Scopism SIAM Foundation Body-of-Knowledge architect team, and Lead Architect for the SIAM Professional Body-of-Knowledge.
He is also the WA State Branch Chair for the itSMF Australia and has been active in the committee, seminars and conference for over 10 years.
He is a pragmatic thinker, who is always looking for the most effective and efficient way of conducting business. Combining a technical background, service orientation, industry best practices, analytical mind and his knowledge of and experience in Service Management, he is exceptionally qualified to advice organisations on improving their (service) management processes.
VeriSM™: VeriSM™ is the natural evolution of IT Service Management, combining many years of practical application in predominantly IT environments. VeriSM™ provides a proven best practice that is applicable in a modern enterprise setting, where the internet-of-things, digital disruption and both technical and market developments have led to complex, rapidly changing, multi-provider, integrated environments where everything-is-a-service.
VeriSM™ responds to the challenges that not only IT, but the every business faces in terms of delivering a value across a complex chain of providers & technology. A modern practice for the modern organisation!
Bio: Gary is Cyber Security specialist who is passionate about helping us see the risks and opportunities that our Cyber universe offers us. With over 30 years experience in IT, and the last 15 years focused on Information Security, Gary brings a wealth of practical experience in protecting us in Cyberspace. A published author, and an international speaker on Cyber Security, Cybercrime, Cyberterrorism, Cyber Psychology and Data Protection, Gary and his business helps organisations put in security solutions that are pragmatic, that work and add real value to the business. His clients turn to him when they need to understand how to translate theory, into reality.
VeriSM™: Service Management is, and always has been vitally important. But in our increasingly digitised world how we manage our systems and services isn’t just important, it’s a business imperative. Like Information Security, Service Management needs to evolve and this is what VeriSM™ achieves. IT Service Management has finally grown up, and VeriSM™ is the catalyst for this change.
Bio: Steve is an experienced and seasoned consultant, mentor, and accredited trainer with over 33 years of Information Technology experience in various industries such as Insurance, Health Care, Airline Sales Reporting, Transaction Processing and Merchant Services, Manufacturing, Public Utilities, and Transportation Services. His experience also includes both Municipal and Federal levels of government. His IT path has taken him through multiple IT areas including IT Management, Applications Development and Support, Service Desk, Technical Support, Operations, and Systems Administration. Steve holds a B.S. in Business Administration from the University of Louisville and possesses two of the highest-level IT Service Management (ITSM) related certifications.
VeriSM™: Service Management, I would submit, has been historically and inappropriately focused solely on IT. VeriSM™® elevates the concepts and principles service management to the business level where it belongs to include all capabilities within an organization that support service and product provisioning. With VeriSM™®, all capabilities within an organization are working from, and applying, the same concepts and principles to their activities creating a culture that is more efficient and effective in provisioning services and products to meet consumer needs. It also supports today’s demands on businesses such as increased flexibility, being quick to market and staying competitive, controlling costs, and maintaining customer satisfaction. An orchestra can only produce a beautiful and entertaining composition of music if they are working from the same sheets of music and one conductor.
Bio: HE and FE Lecturer with industry experience traversing many sectors including banking, ISP, insurance, manufacturing and retail sectors. I enjoy passing this knowledge and experience along to my students. My background has shown the work done between IT and business areas can pay dividends if all parties open up their horizons and communicate. Small changes can make large savings, in time and money for any company and everyone can have that light bulb moment. However having the courage to ask the question or tell someone takes a lot of guts.
Bio: Mrs. Yongmei LIU has 25 years’ working experience in GCG. She works as Client Technical Advisor/Technical Executive in IBM china to provide proactive technical counsel to clients across different industries on technical strategy, direction, Technical architecture and projects, co-create new value with clients derived from application of new (i.e Cloud and Artificial Intelligence, Internet of Things) and existing technologies to accelerate innovation
Yong mei is certified ITIL Foundation expert, ITIL service Management (advanced), BS15000 Certified Consultant, ISO/IEC 20000 Auditor.
VeriSM™: For me, VeriSM™, keeps pace with times and engage in Exploitation and Innovation. This book definitely could help clients to build and provide great IT Service management with new market insights and technology included.
Bio: Helen Morris provides quality training and consultancy to organizations, assisting with the delivery of service management. She specializes in providing cultural change support and training to organizations to enable the full exploitation of the benefits from implementing service management best practices. Helen has been active in service management for over 25 years. She has coauthored multiple study guides and course materials for service management.
VeriSM™: As the world of service management expands and explores new concepts, VeriSM™ provides the basic grounding all these new approaches need, incorporating the whole organization. It’s a refreshing look at the bedrock of service management for an organization, not treating IT as something special, but as part of the whole.
Bio: Sandra Whittleston, is a Senior Lecturer in IT Service Management at the University of Northampton. Teaching students about IT Service Management practices is her dream job; and one she has been doing for the past nine years. Having worked in the “front line” in IT services, she recognises the challenges faced by IT staff and tries to bring a down-to-earth approach to teaching.
She has worked on various national committees including the British Computer Society, the British Standards Institute and the e-Skills Employer Forum. She is currently a board member of itSMF UK championing educational issues for the forum especially as she has a keen interest in lifelong learning in ITSM.
She is a keen researcher in ITSM and has presented at international conference and national and local events. She has published a number of papers about IT Service Management and education as well as IT Strategy commentaries.
VeriSM™: Working in education for over thirty years, she recognizes the value of continually developing people. This is especially relevant today with the increased pressure on IT staff to have the right knowledge and skills. VeriSM™ is a fresh approach to ITSM, bringing together new concepts and ideas in one place. The look and feel of VeriSM™ is that it is an ideal set of material upon which knowledge can be disseminated to novice and mature audiences alike. As such it should be an influential set of material for the ITSM learner community.
Bio: Aureo Antunes is an Advisor, Senior Consultant, Speaker, Manager, with 34 years of experience in IT. Working in Strategic, Tactical and Operational level, implementing: Governance, ITIL, CobiT, EA, portfolio, project management, bpm, agile and process management methodologies. Working with conceptual design for solutions in service management, integrating best practices (ITIL, CobiT, SIAM, IT4IT,Agile, DevOps, EA, BSC, SWOT, TQM, Kanban, etc). Developing, designing and creating methodologies for agile implementation of ITSM solutions.
VeriSM™: VeriSM™ is one of best answers for today’s challenge in digital transformation. It brings a new mindset for service management, focusing in value delivering and business context, presenting new combinations of frameworks and practices to reach the desired outcomes.
Bio: Chris is the Managing Director of CJL-Jorvik Ltd and a consummate IT Service Management professional consultant and trainer holding a BA Hons. in Professional Training and Development from Leeds Metropolitan University. He is an ITIL® Expert accredited with a number of Examination Institutes as a Service Management Lecturer – APMG®, Exin®,Loyalist College of Canada® and the Chartered Institute of IT®, IS Consultancy Practice Software Testing SIAM Lecturer. Chris’s experience of IT started in 1975 and before too long he became the Computer Manager at a major organization. Always keen to see people grow and learn, he moved into consultancy and training in 1997 with an international training provider and established their ITIL® and IT Service Management training whilst continuing to undertake consultancy in IT Service Management. Chris is at the heart of IT Service Management world through his participation in the development of IT Service Management professionals and their organizations. He is internationally recognized and highly qualified in the profession. As a Fellow in Service Management (FSM®) Professional Recognition for IT Service Management (priSM®) and spent 5 years as Membership Vice President of the Institute of Service Management. He has been a Profile Profile CJL-JORVIK LTD Page 2 Member of itSMF® since 1998 and a Member of the British Computer Society part of the Chartered Institute for I T where he is a British Computer Society examiner for IT Service Management. As an author, Chris wrote the “Planning to Implement Service Management” chapter in “Introduction to ITIL” (ISBN 0-11-330973-2) as well as contributing to two itSMF® pocketbooks and spent 8 years on the itSMF® Publications Executive Sub-committee and now serves on the itSMF® Qualifications and Curriculum Executive Sub-committee. Chris has also participated in the development of a series of Practitioner courses in conjunction with itSMF® for APMG ®. Chris is a Fellow of the Learning and Performance Institute. Chris has worked in the UK, Europe, Scandinavia, Middle East and the United States of America with number of International organizations. Including HP UK , HP Sweden, HP Netherlands, Mechdyne Corp, Deliotte, NATO, QRP International, Cowi, Evoline, D&G, SMME, Petrofac, John Wood Group, Bank of America, Nissan, Ricoh, Sysop, Dubai Post Office, Volvo, Global Knowledge and Lloyds Group to mention just a few. Chris manages the CJL-Jorvik Ltd’s IT Service Management training and consultancy offerings.
VeriSM™: VeriSM™ is needed to progress service to the next level. VeriSM™ is the response to today’s business – the business is service management, and management of services is the business. VeriSM™ is everyone’s business.
Bio: Masaya Kobayashi is a director of IT subsidary company of the largest insurance group in Japan. He built a management process based on ITIL for large organizations. And that has been the best practice for practicing ITIL in Japan. 2009 – 2014, he served as Vice Chairman of itSMF Japan and contributed to the spread of ITIL in Japan.
VeriSM™: I think progressive service management is an indispensable concept in practicing DevOps. While agility is strongly demanded, I think we should not neglect governance and management. It is necessary to evolve service management so that ITSM and DevOps do not become an opposing concept, I think that the meaning of this BOK is there.
Bio: Mauricio Corona holds a PhD in Business Administration, a Master’s Degree in Information Technology, a BsC in Computer Sciences, besides 19 Official ITIL Certifications as well as COBIT, ISO 20000 & 27000, Prince2 and MCP certifications. This kind of qualifications holds Mauricio as one of the most qualified ITSM world leaders. He’s considered by several organizations as one of the Thought Leaders in Technical Support and Service Management, one of the IT Service Management: Top 100 Influencers and Brands and one of the 27 world leaders in IT.
His career has excelled as a true leader in helping organizations to adapt and adopt complete solutions related to Service Management and ITSM in different organizational areas and industries on several countries as well as being a CTO, IT service delivery manager, international speaker, professor at postgraduate programs as well as scientific researcher and international speaker on scientific and practitioners forums.
He is an associate director of Best Practices Gurus with headquarters in Mexico City as well as an executive advisor of people and companies across the globe.
VeriSM™: Throughout years I have seen, and even contributed to develop, several frameworks, methodologies, standards, etc. all of them are valuable on every single perspective they consider, although, most of them are very focused on one or a phew specific areas. VeriSM™ is centered on the idea that service management is part of everyone’s role as well as an essential organizational capability so, service management should be considered as one single machine who uses teamwork and collaboration considering all the resources they have, to achieve one single objective, to support organizations (as a whole) to help them succeed in the world of digital services.
Bio: With a technical background in business and systems analysis, Rory has a wide range of first-hand experience advising numerous companies and organizations on the best practices and principles pertaining to software asset management. This experience has been gained in both military and civil organizations, including the Royal Navy, Compaq, HP, the Federation Against Software Theft (FAST) and several software vendors. More recently, Rory was invited to join WG21 – the steering group charged with creating and promoting the ISO 19770 family of Software Asset Management standards. SAM Charter are the only company to publish complementary SAM standards akin to ISO 19770-1: 2012, and have recently created the first SAM Eco-System freely available for download – offering a road-map to maturity that anyone can follow.
VeriSM™: VeriSM™ has its place in IT as for too long, we have danced to the tune called by software vendors – it’s time for practitioners to the professional high-ground, and through clear and unambiguous demonstration of competent SAM, model what their IT estate is supposed to be doing, and how it supports the business.
Bio: Long time IT professional in a variety of situations, now coaching or advising organisations on how to create, manage and improve the one of their main resources: technology. Engage the people, improve the way staff & customers benefit from technology and have fun with IT!
VeriSM™: The challenge of today is too many movements or frameworks all promising the same thing. Certifications or tools are teaching us out-dated ways of benefiting from technology. VeriSM™ is different. VeriSM™ is not a framework or a promise or a set of tools. Instead VeriSM™ is a way of learning how to think differently and from that creating a new model organically to Verify the way you Manage Services supported by IT.
Bio: Alison is Head of the Service Management Community and a Consultant for Sopra Steria (UK), responsible for SM methods and capability to support delivery of client services aligned to industry best practice, whilst providing consultancy services across all things SM. She is qualified to ITIL Master and participates in leading industry leadership forums, including itSMF, ISO20000 committee and SIAM Architect Group. She is a regular speaker at industry events and has edited and co-authored a number of ITIL publications.
VeriSM™: I am passionate about SM and keeping it relevant in a constantly changing world, leveraging latest methods, tools and digital technology to improve SM, enabling us to deliver more value to the business and improve customer experience. VeriSM™ embodies these principles and moves SM to a new level; more agile, value driven and customer centric, across not just IT but also the business. VeriSM™ will raise awareness and promote the SM capabilities and approaches needed to enable today’s business environment.
Bio: For more than 30 years, Victoriano Gomez has been developing his professional career within the Project and Service Management fields. He has led national and international projects in Europe and America, and occupied management positions in Service Management areas with several big multinational firms. Victoriano Gomez has the ITIL Expert, PRINCE2 Practitioner, P3O Practitioner, ITSM Consultant according to ISO/IEC 20000, SIAM and Lean IT certifications, among others.
VeriSM™: Throughout my career, I have had the great opportunity to understand and internalize both the point of view of development as well as the point of view of the operations departments, their concerns, similarities and differences, as well as their impact in the business. VeriSM™ is the first framework I have found which embraces the combined potential of new and classic IT approaches (ITSM, Agile, DevOps, Lean, etc.) from a business perspective and oriented to solve business problems. It is what we have been needing for years.
Bio: Sachin is an accredited Agile Coach, Scrum Master and ITIL Expert with a proven record in driving business outcomes. He has successfully delivered business/service/process improvements through the implementation of Agile, Scrum, and Service Integration & Management capability within several large commercial/government organizations in a distributed environment.
VeriSM™: Why VeriSM™ ? With the fast pace of changing business needs it is necessary that we treat and consider IT as an enabler. To take IT to that level of consideration you need to evolve IT and its response to changing business needs. To respond to such evolving business needs, you need an understanding of the vast amount of frameworks. VeriSM™ is a platform which provides you with an opportunity to understand different perspectives of service management to drive business outcomes.
Bio: +9 years experience in Service Mgt, Governance, Leadership and Organizational Change. Responsible for development of strategic projects in Brasil, Chile, Colombia and Argentina about Service Mgt, Organizational Model and Governance. Currently responsible for IT Service Mgt and Governance for LATAM clients of TIVIT. MBA in Business Mgt, Bachelor in Computer Science, and +15 certifications in Service Mgt.
VeriSM™: IT and Business aren’t more related things, IT is part of the strategy of how you provide services in a exponential enviroment. In this context, agility, colaboration, new technologies and integrated management of services needs to be address with a unique approach, that is VeriSM™ for me. VeriSM™ will bring to light how provide and integrate services in the digital era.
Bio: Reni is generally passionate about improving the IT industry, and is most known for her large role in developing and advancing the application of Lean to the IT domain. She has worked as an ITSM management consultant for over 10 years, and has brought about transformations in both large and small organisations – both within the public and private sectors.
VeriSM™: Defining value from a customer perspective is key in lean, and the way business and it melts together to define and bring value in the VeriSM™ framework is a cool way of furthering that through to enhance ownership and value across roles.
Bio: Stephen is Principal Analyst and Content Director at the ITSM-focused industry analyst firm ITSM.tools. He is also an independent IT and ITSM marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for ITSM professionals.
VeriSM™: Over the last few years, the available ITSM good/best practice has not kept up while the business and technology landscapes have rapidly evolved around it. Something had to give, and VeriSM™ now offers the industry a better-focused and practical approach to service management that recognizes more of the opportunities and challenges faced by modern ITSM pros.
Bio: Lewis is currently the Head of Service Integration and Management (SIAM) at Atos in the UK holding a Post Graduate Diploma in Leadership and Management from Loughborough University and professional certifications across ITIL, SIAM, Prince2 and LEAN. Lewis has over 16 years’ experience within Service Management across the breadth of disciplines from both Service Provider organisations and working client side. Particular experience across operational delivery, change and transformation, pre-sales, service architecture, operating model architecture and client management. Lewis uses this experience to focus on making service work, practically, in the most efficient and effective way.
VeriSM™: VeriSM is a much needed breath of fresh air in the Service Management industry. How do you make sense of, select and use the appropriate methodologies that exist today to support and manage the changing nature of IT and wider business services in your organisation? What is right for one business is not right for another, VeriSM™brings together into a single place all of the established and emerging practices to enable an informed decision on what is best for your business and how to bring those practices together through the Service Management ‘mesh’ to support your business.
Bio: Andrea has a passion for Service Integration and Management (SIAM) and Business Relationship Management (BRM). With more than 15 years of practical experience and expertise, she enters into each client engagement with a strong understanding of business outcomes and customer requirements, with a strong focus on impact and outcome assessment, value driven service delivery and strategic transformation.
Andrea focuses on the client’s viewpoint in each engagement, putting herself in their shoes and reinforcing the importance of communication and relationship building throughout the projects.
An active speaker in the UK and around the world, Andrea has presented numerous times at various industry forums, and has contributed thought leadership to several leading industry publications.
VeriSM™: I was truly honored when I was asked to take part in bringing VeriSM™ to life and now seeing the result I feel that every second was worth it. In a previous article of mine I alluded to the necessity that service management in its current form must transform or cease to be relevant. This transformation has started, although with various speed which resulted in an identity crisis where service management was not exactly sure where to place itself. Is it enterprise service management or IT service management? Are they supposed to have the same goals, are they even able to?
Then VeriSM™ happened.
VeriSM™ brings a strong identity and strategic thinking for Service Management while embracing all the relevant frameworks and best practices available on the market and providing guidance on how to use them in the most flexible way to enable digital transformation.
VeriSM™ in my eyes is that long craved and much needed step in the evolution of Service Management.