Session 102: Fishing for GREAT Service Delivery? Hook VeriSM's Management Mesh!

Tuesday, November 12 at 10:00 AM

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One revolutionary feature of VeriSM is the management mesh, which has created a stir across the global the service management community. What is it exactly? How is it used? What does it mean? Where is it used? How do I create one? Why do I need one? Who uses it? When is it used? The answers to these questions and more will be presented in this hands-on, interactive session. Work with one of the authors of the management mesh to learn how to identify and map elements for a management mesh, map requirements to the mesh, and define the gaps and devise a plan to address the gaps.

Suzanne Van Hove


Dr. Suzanne Van Hove has successfully blended an award-winning career in higher education with a passion for service management. As a lead author for VeriSM: A Service Management Approach for the Digital Age and VeriSM: Unwrapped and Applied, she continues to push the development of service management across the entire organization, as well as advocating a hybrid approach to service delivery. Suzanne represents the United States within the International Standards Community and is the convenor for SC40 Working Group 2. She also teaches as an adjunct professor at Indiana University and Algebra University in Croatia. In 2013, Suzanne was presented with the itSMF USA Lifetime Achievement in Service Management Award and, in 2018, was named as a Top 25 Thought Leader in Service and Support by HDI.