IFDC

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™: The next volume of VeriSM holds the information that fulfils the dream that is VeriSM – the pragmatic and practical application of Service Management across the enterprise. From defining the governing principles to the application of the model, this volume does exactly what the title suggests – it unwraps the model and applies it to the organization. The most exciting aspect, for me, is how the management mesh really comes together and can become a powerful and integrative tool for the adopting organization. What’s even better? The success of those early adopters who have taken the chance to move the idea of service out of IT and embrace those principles across their enterprise… To see one’s ideas and beliefs become realized is absolutely fulfilling…and to do it with the best team possible, even better! Thanks to Claire, Johann and all supporting authors – this is innovation at its finest!

Bio: Johann is a manager, coach, consultant and trainer with a board range of skills and expertise which when combined with 30+ years of practical experience helps customers to unlock meaning and value in their business. Johann helps organizations embrace change and expand their horizons – mostly focusing on VeriSM, Lean, Agile, and DevOps as well as ITIL, COBIT, and ISO. His active involvement in the development of standards, best practices and authoring keeps the sword sharp, he says. He holds various academic qualifications and professional credentials. In 2014 he received itSMF-SA’s lifetime achievement award.

VeriSM™: VeriSM helps organizations to embrace “digital” and provides organizations with practical guidance on how to digitally optimise or digitally transform. Although the subject is a digital world, VeriSM is about business and not only IT. It’s about how an organization in its totality can survive and thrive in a brave new “digital” world!

Bio: With over 25 years business experience, Abbey Wiltse is recognized as a world-class IT best practice solution consultant who partners with her clients to become more efficient and effective in running their IT organizations. She has worked globally delivering consulting and training services to clients in many industry sectors, including Telecom, Public Sector, Utilities, Oil & Gas, IT Services, Financial, Manufacturing, Media and Health Care.  She is committed to the successful delivery of total solutions to her client base, achieved through respect for the management of change issues involved in the resulting integration of people, partners, process and technology.

VeriSM™: The depth of experience of the authors and contributors is impressive – this book is a must read for all businesses exploring their digital transformation opportunities! 

Bio: Brazilian Security Analist. Passionate about technology and all of the advances it can deliver.

Bio: Alistair is an IT Director/Enterprise Architect with decades of experience in providing strategic IT direction for large global enterprises. As founder, innovator and visionary at his company Architecting Solutions, Alistair drives change for clients, challenging “de facto” situations and achieving business critical outcomes. He provides strategic direction across a full life-cycle of programmes, delivering customer value and satisfaction.
Alistair also has a proven track record in recovering IT programmes that are failing, designing cost-effective risk mitigation approaches and delivering added benefits, often over and above the initial agreed scope. He bridges business with technology, fostering team involvement whilst establishing fair and challenging performance objectives.In addition to an in-depth understanding of key technologies, Alistair is also highly approachable, providing the perfect combination of IT expertise and a personable service.
Alistair is truly passionate about VeriSM, its potential to re-examine an organizations’ value chain and refocus on the effective delivery of products and services to consumers.

VeriSM™: With change happening faster than ever before in organizations across the globe, it has never been so important for senior designers of digital solutions to ensure their solution designs include services and service management front and centre! Gone are the days (thank goodness) where we would design from the datacentre out to the user, all solutions today have to be from the outside in – User/Business first, technology second! VeriSM is an excellent way of ensuring designers of digital solution achieve this.

Bio: IT Service Management professional with 20+ years experience in various industries including Automotive and Healthcare.

VeriSM™: VeriSM brings IT and the business together; removing long established barriers and providing guidelines and ideas to help all parts of the organization to work together in providing value to the consumer.

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: Andrea Kis, Manager, Consulting, Deloitte. Andrea is a Consulting Manager with a great passion for Service Integration and Management (SIAM) and Business Relationship Management (BRM). With 16+ years of practical experience and expertise, she enters into each client engagement with a strong understanding of business outcomes, demand and customer requirements. She thrives in providing value driven service delivery, business outcome based strategic transformation and strong relationship management. 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.
She is one of the architects of the EXIN/BCS SIAM Foundation training, and one of the contributors of the VeriSM (Service Management for the Digital Age) book. 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™: After a very successful reception of the VeriSM foundation book, the most frequently asked question was ‘I love this, but can you tell me more about the practical application of VeriSM?’ So the work continued relentlessly by the amazing author team lead by Claire Agutter to bring you VeriSM unwrapped, full of exciting content and guidance on the how to apply VeriSM and succeed in achieving your goals.

Bio: Andrew is the Head of Service Management at Auto Trader, the largest digital automotive marketplace in the UK. As Auto Trader has transformed from a traditional print organization to a purely digital one, Andrew has led changes in Service Management, blending different approaches such as ITIL, Lean, Agile and DevOps to drive the business forward.

VeriSM™: VeriSM is essential guidance for all of us trying to design and manage digital services not just within IT, but across our organizations.

Bio: Aprill specialises in helping organizations build sustainable knowledge sharing cultures that enable customer-focused support and the future of automated self-service. As an angel investor and independent analyst, Aprill has an extensive network in the ITSM, KM, and startup communities, and keeps a close eye on emerging knowledge tech. Backed by certifications in service management and Knowledge Centered Service, she sits on the board of the Australian IT Service Management Forum and is passionate about advancing the knowledge management profession

VeriSM™: Knowledge management has been under-represented in service management best practice, so far. It’s excited to see new guidance giving knowledge management the attention it needs for successful digital transformation and customer-focused outcomes.

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 the 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™: It is a monumental effort to present ways and practices that facilitate the digital journey of companies in times of VUCA. With a holistic approach that integrates the detailing of the digital world that we live in today, the innovations, from the governance to the modern practices in the strategic planning, the principles of the management of services and the management mesh approach. It is inspiring and with a tremendous practical spirit, the guide to your journey in digital transformation.

Bio: Casper has 10+ years’ experience in (IT) service management; service management consultant and trainer

VeriSM™: This book is the best attempt so far in removing “IT” from “service management” and making everything about service.

Bio: As ServiceNow’s global VP Innovation Chris brings more than 15 years of C-level executive experience with leading technology solutions and platforms across Product Management and Strategy. Being able to identify, challenge and deliver the business drivers as well as the technical capabilities of ServiceNow, Chris has built long-standing, trusted, partnerships at the highest levels of his customers ensuring the delivery of meaningful outcomes for all. Chris also has the rare, added-value, experience of having been a ServiceNow customer multiple times so understands the client and the vendor perspectives on business transformation. Chris’ proven track record working at and with the largest organisations globally, has seen him recognised as a thought leader in process and methodology.Chris holds a Bachelors of Science degree Electronic Engineering, is a well-published author and contributor to many leading digital publications and blogs. He is active in mentoring students and colleagues, providing coaching and career guidance.

VeriSM™: Practical guidance and common sense to driving change in an organisation, at a level that everybody understands and alienates nobody….

Bio: Chris was a Senior IT business transformation professional experienced in managing, designing and deploying change programs within large global enterprise environments. To complement this, he had extensive experience in Service Architecture and Design, Service Integration and Management (SIAM) and in delivering multi-sourced operating models and Target Operating Models (TOM) and also in leading numerous Client engagements in various industry sectors, guiding them through the lifecycle of designing, defining and implementing multi-sourced transformations. IFDC: Chris died suddenly July 2019. We are very thankful for his contribution.

VeriSM™: The next stage in the journey – making the theory real

Bio: Clare has over 20 years’ experience and expertise within Service Management both in the Public and Private sectors. Her career has largely focussed on ensuring that the business can support delivery of major programmes of work through robust change, release and configuration processes, demonstrating improvement in process efficiency through a cycle of continual improvement. Clare was one of the original contributors to the development of the VeriSM™ introduction book last year, and is leading the introduction of the VeriSM™ approach within VocaLink Mastercard.

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: Daniel is a Principal Consultant for Virtual Clarity leading the operating model practices incorporating DevOps, ITSM, Agile Ops and leanIT Leadership. Daniel is a frequent speaker for BrightTalk, the British Computer Society, SITS, HDI or other conferences. Daniel is also a contributor to the VeriSM and SIAM Body of Knowledge acts as a mentor or coach for leaders interested in getting the best from technology services. All of his stories are based on over 30 years of technology leadership in the US, UK and Europe for large financial services organizations.

VeriSM™: Why VeriSM: unwrapped and applied – Where are we now? 30 years into ITIL and all of the practices it spawned in ITSM, Agile and even DevOps. Now the world is using technology as a commodity and everyone wants everything now or as a service. Where does this leave technology leaders, staff and suppliers? How can they do better things faster and safer? How do they remain relevant? VeriSM, the way introducing, changing and improving services in an organization is the answer. Built by a worldwide community of professionals across a variety of disciplines will guide you as you think about why technology needs to be leveraged in your organisation leading to how it will be performed daily and what will be the benefit for staff and customers. Enjoy the blend of VeriSM!

Bio: David has over 35 years experience in the IT industry.  For the last 25 years he has specialised in IT service management; as a consultant, trainer, examiner and interim manager as head of service management and CIO.  He was one of the authors of ITIL V2 and V3 and was ITSMF(UK) ITIL student of the year in 1991 (candidate number 127) and was awarded ITSMF(UK) Service Manager of the Year in 2001.
Since then he has been an independent consultant transforming and improving organizations’ service management capability.  Based in north Manchester in the UK he is currently a digital nomad having spent two months recently in Bali writing VeriSM exam questions.

VeriSM™: For decades now the IT service management community has been bleating on about how we should be closer to the business. Now VeriSM has the answer – and it’s a total game changer: Service Management doesn’t belong to the IT department, it belongs to the organization. The first publication gave us an introduction to the concepts and challenges. The new publication, VeriSM: Unwrapped and Applied tells us how to do it. It has been a real pleasure and privilege for me to be involved in the development of the two VeriSM publications and examinations. 
The diverse group of authors and reviewers came from all over the globe and all those I came into contact with are at the top of their game. I look forward to a new era of Service Management in the digital age.

Bio: Doug Tedder is the principal of Tedder Consulting LLC, a Service Management and IT Governance consultancy. Doug is a recognized thought 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 transforming IT organizations into valued business partners.
Prior to starting his business, Doug spent over 25 years working in corporate IT organizations in a variety of local, regional, and global roles.Doug holds numerous industry certifications in disciplines ranging from ITIL®, COBIT®, Lean IT, DevOps, KCS™,VeriSM™, and Organizational Change Management.
Doug was also recognized as an “IT Industry Legend” byCherwell Software in 2016.Doug is an author, blogger, and frequent speaker and contributor at local industry user group meetings, webinars,and national conventions. Doug is a member and former president of itSMF USA, a member of HDI, a contributingauthor to VeriSM, and co-author of the VeriSM™ Pocket Guide.

VeriSM™: VeriSM ‘Unwrapped and Applied’ provides not only tools and guidance for service management in the digital age, but also pragmatic, ‘how-do-I-do-this’ advice.  

Bio: Gerry Sweeney is the founder and CEO of Hornbill, a company dedicated to developing innovative cloud solutions that help companies deliver exceptional customer and employee service experiences.  His insights and experience with technology, software development and building and running a great business gives him a unique viewpoint from which he creates simple solutions to complex problems.  

Bio: 30 years in IT, specializing in service management, consultancy, training and education; co-author of study guides and courseware; transformation programme lead.

VeriSM™: As a reviewer I have been excited to see the concepts of VeriSM Unwrapped and Applied before my eyes, and it makes so much sense to me. This is what I have been hoping for after many years in service management. I hope we can spread the word sufficiently in the business community to make this ‘not just an IT fad’ because it will really make a difference to organizations in all sectors.

Bio: Ian Aitchison leads Ivanti’s Service Management product and business strategy, working with industry leaders and decision makers to help them embrace strategic IT-led business transformation and the benefits of future technologies. Ian also contributes to the wider SM community, speaking worldwide on subjects around Innovation, Automation, Artificial Intelligence and Service Management.

Bio: James is an experienced consultant and leader helping organisations to identify and drive improvements in the way they deliver value to their customers. With over 20 years experience managing, mentoring and leading local and international teams in multiple sectors, he uses experience and ideas based on Service Management, DevOps principles, Lean and Agile thinking to deliver solutions that fit the customer’s needs, with a focus on People and Process. He is also currently on the board of the IT Service Management Forum of New Zealand (itSMFnz) as Marketing & Events Director and is a member of the Institute of IT Professionals (NZ) (MITP) and Shared Services and Outsourcing Network (SSON)

Bio: Jan F. Bouman is Driver of Innovation at Sogeti, business analyst and author. As a consultant he has worked for many organizations in the finance, telecom and government branches. Jan has joined the VeriSM scene because of the inclusive and business-oriented approach with a keen eye for consequences of new technology. He has contributed to the content of VeriSM and continues to do so.

VeriSM™: Appealing to consumers in the Digital Age means being on an ongoing adventure journey. VeriSM: Unwrapped and Applied is one of the best travel guides available so far.

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 organizational change management challenging organizations 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™: Unwrapped and Applied – what happens when 70 collaborators from around the globe provide input to the next Verism publication?
It’s rich with content and diversity of thinking. If you ask what your service management needs to do in the era of digital transformation and disruption, the answer is here. It’s time to be different, be brave and be bold.

Bio: Krzysztof Politowicz is a graduated Information Science at the University of Lodz, Poland. After working in public sector as a librarian and information specialist for the three years, 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 IT Manager for next four years. 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 6 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, a trainer, a product owner and a scrum master. 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, where he is Lead Trainer and Managing Partner. He plays also role as Freelance Accredited Trainer working with many international Training Providers. He is fully certified as ITIL V3 Expert, PRINCE2 practitioner, Agile Scrum Master, VeriSM qualified, MSP(R) Practitioner, ISO/IEC 20000 and ISO/IEC 27002  certificates and has a wide range of experience in public and private sector. Last 15 years Mr. Politowicz fulfilled a role as a supervisor/invigilator of examination for EXIN, APMG, BCS, PeopleCert, ISEB, Tüv Academy. He is a member of VeriSM project team.

VeriSM™: VeriSM is an amazing adventure and experience gathering my last 30 years of professional work in one package (Foundation level), however “VeriSM™ unwrapped and applied” goes even further and further proposing application and practice. Imagine that you have all the necessary ingredients and all the necessary utensils in your kitchen, there is nothing left but to start cooking your favorite dish, this is VeriSM: Unwrapped and Applied for me.

Bio: Kylie Fowler is the founder and principal consultant of ITAM Intelligence and is a coach and expert consultant who helps clients to build responsive and compliant Software Asset Management frameworks. Kylie began her career in IT support, IT procurement and asset analysis. From this strong knowledge and experience base Kylie then held a pivotal IT Asset Control role before establishing herself as a highly regarded independent Software Asset Manager.Most recently Kylie has supported organizations including Balfour Beatty Plc and Interserve Plc to leverage the benefits of IT asset management and achieve their business objectives.

Kylie is passionate about bringing her expertise to support businesses of all sizes to reduce risk and achieve a return on their IT investment. Kylie is Convenor of the UK SAM Networking Group, a regular invited speaker at industry events and has published a number of thought leading articles

Bio: Leo van Selm has over 30 years of experience within the IT market. 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 and for the Dutch Railway infrastructure organization as ICT-Architect.

VeriSM™: VeriSM™ : Unwrapped and Applied continues the journey of supporting companies in the digital Age. It provides detailed info for as well C-level managers on how to cope with digitalization as for consultants / architects on how to practically design the correct Way of Working for the various services by using the grid.

Bio: Venezuelan – Canadian with a Latin American heart. Advocate of a holistic, integral, evolutionary vision of Service Management. Accredited VeriSM ATO (EXIN).

VeriSM™: With VeriSM there will be no possible unclear delivery of solutions (products and services) if the service provider (1) meets the expectations of the consumer and (2) it is faithful to the organization’s management principles and governance – Why? – Because VeriSM:
· focuses on the core of service management
· values and considers the best of each practice, technology, and resources without overlooking the context where the business operates
· is open to everything and everyone and does not exclude anything or anyone who wants to contribute: ‘adds and does not subtract”
· allows organizations to be relevant despite Volatility, Uncertainty, Complexity and Ambiguity of the markets.

Bio: After having served over 20 years at IBM-Japan and taking charge of Manufacturing companies, transferred to Amada America Inc. (Machine Tool) as an EVP&CIO at 1999 and conducted the shortest implementation of SAP system within 6 months (24weeks). Also acted corporate restructuring project coordinator to realign digitalized Machin Tool Business.

In 2003, transferred to PENTAX of America Inc. (Camera, Endoscope) as President, then established Global Supply Chane system and reorganized Camera Business.In 2007, founded Strategic Staff Services corporation for providing Software Engineering consultation to large enterpriseIn 2008, started Agile (Scrum & XP) coaching services in Japan. Then in 2010, I advocated TPS-Agile what combine TPS practices and Scrum, XP practices for increasing developing speed with high quality and low cost. After 2 years my TPS-Agile experience, TPS&TMS Certificate Institution recognized my knowledge of TPS and coaching skills.
Then I joined as an official member of the TPS&TMS Certificate Institution without working experience in TOYOTA and took a post of Director. Now I’m providing Agile, DevOps2.0, VeriSM and TMS coaching services to large enterprise and evangelize TMS in global.

VeriSM™: VeriSM is a fantastic concept for Digital Transforming an enterprise. Unfortunately, nobody has clear direction on Digital Transformation in an enterprise. This book helps you to clearly understand the concept and how to transform your organization to Digital with case studies. This is the text book of VeriSM that helps realization in your company.

Bio: Mark Flynn has been a service management practitioner for 28 years.

VeriSM™: VeriSM is essential reading for anyone involved in reimagining the role of the traditional IT department in a digitally transformed world. It is an approach that enhances organizations chances of survival in a digitally transformed world.

Bio: Mark Smalley, also known as The IT Paradigmologist, thinks, writes and speaks extensively about IT ‘paradigms’ – in other words our changing perspectives on IT. His current interests are the digital enterprise, IT operating models, value of IT, business-IT relationships, co-creation of value, multidisciplinary collaboration, working with complexity, and as the overarching theme, management of information systems in general. He has contributed to various bodies of knowledge in the IT management industry. 

VeriSM™: While many frameworks are excellent ingredients to help you perform better, VeriSM offers a recipe how to use them. Happy digital cooking!

Bio: Marlon Molina is a computer science engineer who’s passionate about seeing and understanding how people, societies, and organizations are being transformed by technology. He is regularly invited to share expertise at forums, conferences, universities, and working sessions for large businesses that are immersed in digital transformation and internal innovation.
He is director of Computerworld University, and the Digital Transformation department for Madrid Distance University. Marlon is active on Twitter, often tweeting on digital transformation and disruption in both Spanish and English. 

Bio: Martijn is a highly experienced implementer of Service Management and Service Integration solutions for global enterprises. Over the past 20 years, Martijn has helped many multinational, government and NGO organizations with their multinational ITSM initiatives, ranging from ITIL, SIAM and COBIT to Service Management tool implementations. Apart from his hands-on project involvement, he held an executive management position at InfraVision, an ITSM and SIAM consulting firm. Martijn’s leadership as director of the ITSM & SIAM Practice was instrumental for the success and growth of the department.Martijn is currently working at 4me, Inc. as General Manager for Europe, the Middle East and Africa. 4me, Inc. is the provider of 4me, a service management application with a clear focus on Enterprise Service Management, SIAM and Digital Transformation.

VeriSM™: VeriSM was received with great enthusiasm because it gave a concept how different frameworks, approaches, resources, etc. can be combined and applied, not just for IT but for every service provider in the organisation. With ‘VeriSM™: Unwrapped and Applied, organizations and professionals get practical guidance in making digital transformation a reality.

Bio: Mathias Traugott, BBA, ITIL® & DevOps Master and Governance expert has internalized consistent, practiced customer orientation since being responsible for flight handling services and as Head of Customer Care for the IT organization of the Swiss airline.
As the person responsible for the holistic ITSM program at the largest Swiss mobile service provider (3-time award winner), he laid the foundation for the advisory career. Meanwhile Mathias Traugott acts as Principal Consultant, Facilitator & Trainer in ITIL®, VeriSM™, COBIT®, DevOps, Scrum and Hermes and as CEO of Punctdavista AG. As an advisor to the itSMF Germany, worldwide keynote speaker and author (Developer VeriSM™), he passes on his experience and actively shapes the topic of service providers in the digital world.

VeriSM™: Finally a guideline for all service provider organizations: Entertainment Service Providers like Rockbands, Theaters, any Concert organizer or Healthcare Service Providers or Hospitality Service Providers, and many more…., and of course also IT Service providers. Digital Transformation with VeriSM moves into new galaxies!

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 Professional Body of Knowledge (BoK) and was a founder member of the SIAM Foundation BoK architect team, as well as a Subject Matter Expert for both EXIN and BCS in developing the accreditation around this. As well as contributing to both VeriSM core publications, Michelle is also one of the authors of the VeriSM Pocket Guide. Michelle has been an active committee member of various service management groups and forums for many years. She is currently secretary 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 itSMF Trainer of the Year award. In 2017 Michelle was awarded the Service Management Champion of the Year by itSMF Australia.

VeriSM™: VeriSM represents an evolution of service management created by the community for the community!  VeriSM™ : Unwrapped and Applied builds on the foundational guidance to describe and provide case based examples of how an organization can define its Service Management Principles and then use a combination of management practices to deliver value.  Rather than focusing on one prescriptive way of working, it aims to helps organizations to respond to their consumers and deliver value with an integrated service management approach. VeriSM describes service management for the digital age.  It supports the need for a fundamental shift in focus from systems and services to customer centric approaches.  VeriSM reaffirms the enterprise wide need for modern service management.  This publication will be an invaluable tool for any service provider.

Bio: Nikola has been in the IT sector for 10 years. He started his career at HP Global Delivery Center back in 2007 and since then he has been involved in many different roles: technical consultant, operational manager, transition manager and ITSM Consultant. During these years he has worked both domestically and throughout Europe.

VeriSM™: We live in a world full of ideas and frameworks. A guidance was needed, so that each IT practitioner can find a way through these. VeriSM is a great solution to this problem, which provides theoretical background plus practical examples.

Bio: He has been working in the IT industry for over 30 years.  Over his career he has worked in many roles and in diverse areas of the business, starting as a technician in a small IT department, and along the way being a solution architect, programme manager, CTO and now his current role as Head of Service Management EMEIA for the Information and Technology Group at Fujitsu.

VeriSM™: The book is a great companion to “A service management approach for the digital age” and should be a must read for organizations embarking on digital transformation.  The first half of the book provides insights and guidance on essential techniques needed to understand organizations, leadership and the impact of digital change.   This is done with real world examples and perspectives which provide a very effective way of reinforcing the point.  The foundation set in the first half leads nicely into VeriSM described

Bio: Liz is a leading expert in service design and design thinking, after a successful career in UK Public Sector she is now a Director at Hippo Digital a Service Design consultancy supporting public and private sector organizations across the UK. She is passionate about delivering better outcomes for the business and the end user. She has extensive experience in leading Digital Service Design across large Public Sector Organizations. She works closely with leadership and delivery teams to create the right conditions for success.​

VeriSM™: Verism aligns brilliantly with my passion for delivering great digital services as at its heart is providing approaches that works for the organization.

Bio: Rachel is head of service operations, she has developed our service management function into a truly agile 24×7 operation!

VeriSM™: Wanting to help transform service management for the digital age to meet agile/lean business demands whilst maintaining the required standards – It’s all about speed and service management should not slow us down!

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 and co-author of VeriSM – A Service Management Approach For The Digital Age. He has led a number of major IT Service Management transformation projects two that won ITSM project of the year awards from itSMF. He carries ITIL Expert, Six-Sigma ISO20000 and PMP certifications

VeriSM™: Applicable guidance for transforming companies to deliver, manage and operate in the digital age.

Bio: Reni has worked in the IT industry for 20 year, and has acquired experience from both a Service, Operations, as well as a the Software Development perspective. Her main focus area has been on IT Service Management, process work and Lean IT in particular. As such, she has applied Lean principles and tools to improve work across the entire IT organization in both the public and private sector. She was behind the first international Lean IT certification, and is a member of the Content Board in the Lean IT Association. Making sure that processes are not only lean, but also fit for purpose, in terms of meeting the needs of the customers or business that the IT organization supports, is thus always high on the agenda, and as such, Reni has not only contributed to the VeriSM body of knowledge, but will also be applying it as a practitioner.

VeriSM™: Digitalization is not only a matter for the IT organization anymore. It is relevant for everything we do, and we need VeriSM to make sure it all comes together to bring about real effect.

Bio: Richard has been in the service management industry for 16 years working for multiple Management Consulting Firms. He holds a Master of Science Degree in IT Service Management where he wrote his dissertation titled Digital Transformation Enablement: An assessment of IT Service Management as an enabler. Currently Richard works with Microsoft customers to fulfil his passion and purpose to empower every person and every organization to achieve more by advising and assisting them in making sense of this new digital world, as well as helping them establish the key capabilities required to fully expedite their true digital potential and make them leaders in the markets they serve.

VeriSM™: Amidst an insurmountable number of emerging technologies, practices, frameworks, jargon and buzzwords, leaders now more than ever, need something to bring things all together in a contextual way to provide the clarity and focus needed to truly succeed in a digital economy . ‘VeriSM™: Unwrapped and Applied’ is this special something. VeriSM, through its management mesh, provides the required context for the modern day application of traditional and emergent management techniques and practices. It is a collection of current thinking from across the globe packaged in a structured approach to enable leaders to embrace the digital world with tenacity!

Bio: In her role as Product Owner, Rita is responsible for managing all aspects relating to the technical content and quality of EXIN programs. Rita has a Master’s degree in Education, and is certified in VeriSM™, SIAM, Agile Scrum, ITIL, ISO/IEC 20000 and Information Security, with extensive experience in both the IT and the educational sector.

VeriSM™: This book is all-encompassing and inspiring, another great achievement of the authors and the community! It captures so well the social and economic spirit of our times: more democracy and more equality, applied in service management.

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: 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: Rob England is an independent IT management consultant, trainer, and commentator, based in Wellington, New Zealand with his partner Dr Cherry Vu. 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” (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: Sachin is an accrediated Agile Coach with background in IT Service and Project Management. His specialization inlcudes integration of agile thinking with traditional approaches.

VeriSM™: VeriSm provides you a single integrated approach for driving value to your customer. VeriSM is applied based on the context as it is not a one-size fit approach; based on a situation / customer you can use relevant building blocks from the VeriSM approach, as it provides various options for value delivery.

Bio: Satya has 18+ years of experience in Service Operations, Consulting & Architecting various ITSM solutions. His expertises are IT Service Management, ITIL Expert, Certified IT4IT, ISO 20K Lead Auditor.

KEY CONTRUBITION – IBM Redbook, OpenGroup Forum(IT4IT) and IFDC Community ( VeriSM).

His current project is Architecting the NextGen XaaS Service Management solution for HCL

VeriSM™: In the digitization era, disruptive technologies and increased adoption of subscription based services, the traditional service management frameworks have become irrelevant. VeriSM is a vivid model which provides clear direction to the enterprises, a strong guidance right from the organization structure to OCM and end to end service lifecycle management principals which must be considered for the Next-Gen service management solutions.

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, VeriSM, SIAM or whichever other enabling practice.
Simon was the Lead Architect for the Scopism Service Integration and Management Professional Body of Knowledge (BoK) and was a founder member of the SIAM Foundation BoK architect team, as well as a Subject Matter Expert for both EXIN and BCS in developing the accreditation around this. He was a contributor to the VeriSM publications, and co-authored the VeriSM pocket guide.

VeriSM™: It is great to see the VeriSM approach for the Digital Age in ‘VeriSM™: Unwrapped and Applied’. This publication provides invaluable guidance for the application, management and improvement of a modern, flexible and integrated service management approach in an enterprise environment.

Bio: Simon is an Award winning CInO, CX Leader, BRM Ambassador, Solutions Architect, Business/IT Strategist, VeriSM Contributor, ITIL Architect, speaker.

VeriSM™: More and more organizations are transforming their business and operating models to be driven by technology. This is more than mere enablement by technology, this is wholesale change to capitalise on new possibilities created by ever-advancing technological capabilities. VeriSM presents an opportunity to consider how an organization adapts to this new era; drawing on new ideas and realities that augment with good and best practices from across the business and technology industries. With Value placed first and foremost, it is a roadmap to help steer and redesign organizations in the digital age.

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: 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: Steve Leach is the Head of Service at 6point6 Cloud Gateway. His first IT Service Management role was in the late 1990s with the MoD and required ITIL® Red Badge (Manager’s) qualification. He has been an ITIL practitioner, trainer and evangelist, implementing support models in the MoD, Norfolk County Council, Cable&Wireless, Vodafone and Serco and delivering ITIL training for QA. His current role as Head of Service for a Cloud start-up required the development of a modern, responsive service management model. Also PRINCE2, TOGAF and VeriSM qualified, he is a true T-shaped professional !

VeriSM™: VeriSM has given me the ability to bring our marketing colleagues, development teams and my Service team together, removing silos and providing common goals and a common language. Thus, we are now able to develop rapid iterations of new functionality and onboard new Customers in only a few weeks, safe in the knowledge that the well matured ITIL support processes are in place to support our customers when we go live. I am currently implementing a Transition model with as few Governance gates as possible which, when fully matured, I look forward to sharing with the VeriSM community.

Bio: Thought provoking, interesting and relevant, Simone is a Service Management Mixologist probing the hearts and minds of what makes business and IT tick to jumpstart people’s thinking to evolve behaviour and actions at any level. People connected, knowledge shared, possibilities discovered and potential realised are her active values. A recognised industry Top 25 Thought Leader, Simone is a Senior Consultant, master trainer, course author, podcast co-host & mentor in various frameworks such as VeriSM, ITIL, DevOps, Agile, KCS and SFIA, Simone combines this with her HR and Organisational Change background for a deep leadership experience she shares at conferences and across social media.

VeriSM™: Each organization is different in the way it is structured, how it communicates and what capabilities are in place to deliver their services so it follows that to have smooth-flowing operations takes more than one way of working. Through the VeriSM approach you are able to bring together the strands of your management mesh built on strong trust, dynamic and interactive conversations and collaboration.

Bio: As Portfolio Director at EXIN, Suzanne is responsible for the development of EXIN’s certification portfolio, in line with market needs. Suzanne is certified in several progressive areas such as Agile Scrum, SIAM and VeriSM™, as well as in more traditional areas such as ITIL Expert, ISO 20000 Consultant, PRINCE2 Practitioner and MoP Practitioner.
Suzanne has 7 years’ experience in the IT services industry followed by 13 years’ experience of competence development in the IT certification industry. Next to her role within EXIN, in 2017 Suzanne was appointed Chief Examiner for VeriSM™ by the newly established International Foundation for Digital Competences (IFDC). Suzanne is responsible for ensuring there is alignment between the VeriSM™ approach and the VeriSM™ professional certification scheme.

VeriSM™: As we move firmly into the digital era, we as professionals need to challenge ourselves to think in a different way and develop new areas of competence. This book is a must-have for the forward-thinking service professional of today, and the practical examples and case studies bring it brilliantly to life!

Bio: Pioneer of ITSM in France, Vincent introduced the first ITIL training in French language in the mid 90’s. Currently active in the area of ITSM through Amettis his own company, Vincent developed an innovative approach for ITSM and ESM projects. Using a combination of processes, tools and organisation, addressing devops, and deployed with Agile, this approach to deliver Value to customers is natively strongly close to VeriSM.

Bio: Hong DENG, who is the founder of Beijing Trendsetting Consulting Co., LTD. and member of the China Development Bank Think Tank, has been committed to the exploration and practice of organizations in the fields of digital transformation and business innovation management for many years.

VeriSM™ is an indispensable guidebook for the digital transformation journey of organizations, helping you make the right choices at all stages and critical points during the journey.