VERISME’s core is the service relationship and co-created value. The correct approach is to guide the stakeholder to see their work through the lens of ongoing value exchange (e.g., brand engagement, lead generation, customer insight), which aligns with the service mindset, rather than dismissing the framework or forcing an incorrect categorization.

VERISME emphasizes the service experience over mere output. Poor satisfaction despite good fulfillment indicates a disconnect between the technical delivery and the user’s lived experience. Investigating the holistic journey—ease of access, communication, and emotional outcome—is key to understanding and improving the true value co-creation.

In VERISME and service management, a complete service offering consists of both utility (what the service does, its fitness for purpose) and warranty (how it is delivered, its fitness for use). Defining only the utility (reliable reservation) ignores the assurances needed around capacity, security, and reliability that make the utility usable and valuable.

VERISME shifts focus from internal efficiency and output metrics (like ticket volume or speed) to outcome-based metrics that reflect value co-creation. The ultimate value of a help desk is not closing tickets quickly, but enabling users to resume work effectively and feel supported, making the restoration of productivity and confidence a true value-based measure.

Iterative progress emphasizes small, manageable increments that allow for learning and adaptation based on real feedback. Releasing a minimal viable product (MVP) to a limited audience reduces risk, validates assumptions with actual users, and ensures subsequent work is informed by evidence, aligning perfectly with the iterative and feedback-driven approach.

A core VERISME concept is that value is co-created. The customer is not a passive consumer. In a service relationship, the customer actively participates by using the service, applying it to their context, and providing requirements and feedback, all of which are essential inputs that help shape and realize the service’s value.

‘Start Where You Are’ discourages the common pitfall of initiating improvements from a blank slate, which can lead to ignoring current assets, processes, and knowledge. The principle advocates for objectively assessing the present state to preserve what works and build upon it, thereby avoiding unnecessary cost and effort from starting over.

A service catalog is a foundational VERISME-aligned practice that establishes a clear ‘contract’ between the service provider and its customers. It defines what is (and is not) offered, managing expectations and providing a baseline against which new requests can be evaluated as standard enhancements, custom work, or out-of-scope, thus bringing order to competing demands.

A service is not an isolated IT deliverable; it is part of a complex organizational ecosystem. Finance controls budgets, HR manages the people and skills, and Legal ensures compliance. Their perspectives and constraints are systemic factors that must be integrated into the service design from the start to ensure it is feasible, sustainable, and lawful, reflecting a true holistic approach.

VERISME’s core is the service relationship and co-created value. The correct approach is to guide the stakeholder to see their work through the lens of ongoing value exchange (e.g., brand engagement, lead generation, customer insight), which aligns with the service mindset, rather than dismissing the framework or forcing an incorrect categorization.0