The VeriSM framework is specifically designed to address service management in the digital age, which is characterized by rapid technological change and increasing complexity. Modern service delivery often involves a complex ecosystem of multiple suppliers, cloud services, microservices, and emerging technologies. This proliferation of components and dependencies makes it difficult to maintain a clear, end-to-end view of service processes and performance. This loss of visibility is a fundamental challenge that VeriSM aims to mitigate by providing a flexible model (the Management Mesh) to manage diverse and complex environments effectively.

A. Cost management is a general business concern, not the specific, technology-driven challenge that defines the modern service management landscape addressed by VeriSM.

B. Aligning with customer expectations is a core objective of service management; the complexity described in option C is the challenge that makes achieving this objective difficult.

D. This describes a problem with rigid, prescriptive frameworks. VeriSM is designed to be flexible and tailored, explicitly to avoid imposing unnecessary constraints on the organization.

1. Agutter, C., England, R., Van Hove, S. D., & Botha, J. (2017). VeriSM™: A service management approach for the digital age. Van Haren Publishing.

Reference Point: In Chapter 2, "The Service Organization," the text states, "In the past, many services were developed and delivered by a single service provider... Today, the picture is much more complex... This makes it difficult to get a clear picture of what is happening from end to end." (p. 21). This directly supports the challenge of complexity leading to reduced visibility.

2. EXIN. (2021). Preparation Guide EXIN VeriSM™ Foundation.

Reference Point: Section 2.2, "The organization," discusses the impact of digital transformation, highlighting how services are now "created using capabilities from many different suppliers," which introduces complexity and challenges in managing the end-to-end service.