In the digital age, every organization is now a service provider. Public or private sector, small or large – everyone is now in the service market. Even organizations that focus on selling products, like retailers, need to provide services attached to those products to be successful. In a crowded marketplace, reputation is essential for differentiation and commercial success. Think about the last time you used a comparison site to choose a hotel. Would you choose a hotel with a poor reputation?
A focus on services is not just for private sector or profit-seeking organizations. It is just as important in public sector environments, where good service can deliver a better experience for consumers or citizens. Value still needs to be delivered, whether financial or non-financial. To be successful, all organizations need to adopt an overall service management approach that delivers what their consumers need and demand.
Service management is “the management approach adopted by an organization to deliver value to consumers though quality products and services.”
To be an effective service provider organization, service management can no longer be confined to a single department like the IT department or customer services; service management touches every element of the organization. The VeriSM™ approach is specifically tailored to support organizations – the entire organization – to help them succeed in the world of digital services. When the focus changes to look at service management from the organizational perspective, service providers can start to see how to use all of its organizational capabilities, from IT to marketing, finance to customer service, to deliver value.
VeriSM™ helps organizations to define their service management principles. These principles will be relevant to all products and services, and include areas like security, quality, cost and risk. Service management principles are defined and communicated throughout the organization, acting as ‘guardrails’ or guides for all product and service development and operation.
VeriSM™ also helps organizations to evolve their operating model, based on an integrated selection of management practices. VeriSM™ provides flexibility and responsiveness as opposed to a ‘one size fits all’ approach. This is necessary since all organizations are different, in terms of their size, the types of customers they serve, and their culture. VeriSM™ doesn’t tie organizations to a single management product and it allows the operating model to change when required.
Want to learn more about VeriSM? Doug Tedder, the principal of Tedder Consulting, is a contributing author to VeriSM and a co-author of the VeriSM Pocket Guide. Contact Tedder Consulting to discuss how VeriSM can help you prepare your organization for the digital age!
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