VeriSM Foundation key terms

A service management approach that helps organizations deliver value by integrating management practices, emerging technologies, and governance across the service lifecycle, rather than relying on a single framework or method.

The benefit, worth, or importance of something to a stakeholder, often realized through products and services that meet needs and outcomes; in VeriSM, the central focus of all service management activities.

The result or consequence of a process, service, or activity, especially as experienced by a stakeholder; VeriSM emphasizes achieving desired outcomes rather than merely delivering outputs.

A means of delivering value to consumers by facilitating outcomes they want to achieve, without the consumer having to own specific costs and risks.

The individual or group that uses or receives a service and is responsible for defining its requirements and evaluating whether the service meets their needs and expected outcomes.

The individual or organization that delivers a service to consumers, taking responsibility for the service's performance, availability, and the resources required to produce it.

A model that describes the stages an organization goes through to deliver value, from defining the service and its requirements through to operating and improving it, using a flexible, iterative approach.

A flexible framework of management practices, technologies, and governance that organizations assemble and adapt to create and deliver services, enabling the integration of multiple approaches and tools.

A set of specialized organizational capabilities for enabling value to customers in the form of services, encompassing practices, processes, and roles that support the delivery of services.

The stages a service goes through from conception to retirement, including strategy, design, transition, operation, and continual improvement, each with distinct activities and management considerations.

The system by which an organization is directed and controlled, including the processes, structures, and policies used to make decisions, manage risk, and ensure accountability for achieving objectives.

A model that defines how an organization organizes its resources, roles, and processes to deliver services effectively, integrating governance, management practices, and technology within a flexible structure.

A management approach that integrates multiple service providers to deliver a seamless service to consumers, coordinating activities and ensuring consistent governance across all providers.

Adherence to laws, regulations, standards, and internal policies that apply to an organization, ensuring that services and operations meet required obligations and avoid penalties.

The potential for loss, harm, or missed opportunity arising from uncertainty, which must be identified, assessed, and managed to protect value and support informed decision-making.

A formal statement of principles, rules, or guidelines that directs decision-making and actions within an organization, providing a framework for consistent and compliant behavior.

Modern, flexible management methods and techniques that focus on delivering value and outcomes, such as Agile, DevOps, and Lean, which organizations can adopt and adapt to improve service delivery.

An iterative and incremental approach to managing projects and work that emphasizes flexibility, collaboration, and responding to change, often used to deliver value quickly and continuously.

A collaborative approach that integrates development and operations teams to improve the speed and quality of service delivery through automation, continuous feedback, and shared responsibility.

A management philosophy focused on maximizing value while minimizing waste by continuously improving processes, removing non-value-adding activities, and respecting people.

The ongoing effort to enhance services, processes, and practices by identifying opportunities, implementing changes, and measuring results to achieve better outcomes and greater value.

The use of technology to perform tasks with minimal human intervention, increasing efficiency, consistency, and speed in service delivery and management processes.

The simulation of human intelligence in machines, enabling systems to learn, reason, and make decisions; in service management, AI can enhance automation, analytics, and customer experiences.

The delivery of computing services-such as servers, storage, and applications-over the internet, providing scalable, on-demand resources that can improve flexibility and reduce costs.

The tools, systems, and platforms used to enable and support service management activities, including software, hardware, and infrastructure that facilitate communication, automation, and data analysis.

Any individual or group that has an interest in or is affected by an organization's activities, services, or outcomes, including customers, employees, partners, and regulators.

The shared values, beliefs, and behaviors within an organization that prioritize delivering value to customers and fostering a customer-centric approach to service management.

The ability to recognize, understand, and manage one's own emotions and those of others, which is important for effective leadership, collaboration, and customer interactions in service management.

The ability to influence, motivate, and guide individuals or teams toward achieving organizational goals, essential for driving change and fostering a culture of service excellence.

The practice of planning and organizing services to meet customer needs and outcomes, considering all elements of the service, including processes, technology, and people.

The stage of the service lifecycle that involves moving new or changed services into the live environment, ensuring they are ready for operation and meet expected quality standards.

The phase of the service lifecycle focused on delivering and supporting services effectively and efficiently in the live environment, ensuring they meet agreed service levels.

A sequence of activities that an organization performs to deliver value to customers, often mapped to identify waste and improve flow in service delivery.

The integration of digital technology into all areas of an organization, fundamentally changing how it operates and delivers value to customers, often requiring cultural and process changes.

The overall perception and satisfaction a customer has when interacting with an organization's services, influenced by every touchpoint and interaction throughout the service journey.