• by Vikram Gajjala

VeriSM Management Mesh

A VeriSM strategy is an approach that firms use to modify their way of operating more flexibly and responsively by using select management practices. This approach was borne out of the need of firms to respond appropriately to changes in service management demands. Firms' increasing adoption of the VeriSM technique is also sparked by digital transformation.

The VeriSM approach is an acronym that stands for:

Value-driven -firms usually focus on providing more value to their customers.

Evolving-there will always be consistent changes and growth as needed.

Responsive-the firm will be swift in reacting to existing changes in their business environment.

Integrated implies that service management will incorporate different practices together.

Service

Management

VeriSM does not subscribe to a universal notion, and the approach recognizes that each firm is distinct in terms of factors like size and even company culture. With VeriSM, a firm cannot be tied to a specific management product, and it boosts service management efficiency and helps firms meet their customer's needs. A successful VeriSM model comprises elements like governance, service management principles, management mesh, and the stages involved in identifying a customer's needs to the point they are satisfied. The unique element in the VeriSM model is the management mesh. Let us highlight in greater detail what this element entails!

The Management Mesh

This is a concept that entails how a firm blends the resources at its disposal with the environment, emerging technologies, and the most appropriate management practices to produce and deliver goods and services to its customers. The management mesh is a critical process in the VeriSM framework that offers a firm high level of flexibility to adjust according to the production of particular products and delivery of specific services. Here, a service provider comes up with specific solutions for consumer requirements.

The management mesh provides the roadmap that directs a firm on effectively managing and applying different standards, frameworks, management principles, and methodologies. The management mesh is further sub-divided into other elements.

These elements include:

1. The resources

Examples of resources include people, knowledge/experience, time, assets, e.g., inventory, buildings, offices, etc., and funds/capital.
 

2. The management practices

Examples of management practices include industry best practices frameworks such as ITIL® and COBIT®, industry standards such as ISO/IEC 20000, models such as DevOps and Agile, and last but not least, program or project management.
 

3. The emerging technologies

Emerging technologies revolve around the Internet of Things (IoT), Big Data, Cloud, and Automation.
 

4. The environment

The environment aspect here refers to statutory and regulatory requirements, organizational culture, competition, prevailing market conditions, etc.

These elements of management mesh have a significant influence on how the firm's products and services are delivered to the intended consumers. Generally, these elements of management mesh vary from one firm to another. Therefore, this implies that management mesh is specific for each firm because it can be customized to meet the needs of a particular firm. The management mesh of firm A will not be the same as that of firm B.

How Does Management Meshwork?

The management mesh can be very simple or complex, and it all depends on the size of a firm. The management mesh framework comprises different stages, and we will explore what happens at each stage below.

1) Define And Produce Stage

At this stage, the service providers usually do stock-taking. They establish the resources available, the state of their environment, the emerging technologies, and the firm's management practices. Then these service providers determine the requirements for a future desired state in terms of the resources needed, the future state of the environment, the emerging technologies, and the management practices required to get products and services to their consumers.

Here, the service provider compares the present and the future desired state to identify gaps concerning the elements of the management mesh. After successfully discovering the gaps, the service provider comes up with the solution to meet the consumers' needs and essentially "bridge" the gaps. A new or improved mesh is therefore created.

2) Provide A Stage

The service providers offer their customers improved or new solutions to address their pain points at the provided stage.

3) Respond Stage

The response stage majorly entails customer service and support processes. At this stage, a firm offers consistent support to consumers. It ensures that any performance issues, customer requests, or problems arising when using a product or service are effectively handled.

Challenges That Face the Management Mesh

1. Failure to understand the management mesh elements or to lack the capacity to obtain and adapt these elements to satisfy customers' needs impedes a firm from growing.

2. The complexity that arises from the different number of components in management mesh's elements makes it harder to identify any gaps.

3. Firms find it more challenging to stay up-to-date with specific management meshes if they decide to have multiple meshes for different services.

Final Take Away

Management mesh is an integral part of the VeriSM model, and its main objective is to allow firms to achieve a more efficient service delivery process. Deep understanding and implementation of management mesh are crucial, and they can help a firm make its VeriSM strategy a success.