The YaSM Blog - Service Management Explained

 

20

Dec

Enterprise service management is gaining traction

In an earlier blog post I wrote about AXELOS promoting the more widespread use of ITIL® beyond the framework's traditional use in IT. There are now new signs that this idea is gaining traction: Enterprise service management (ESM) will be the over-arching theme for the annual itSMF conference…

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  December 20, 2016      By Stefan Kempter      Enterprise Service Management   YaSM concepts  

 

 

7

Jul

A new support portal for YaSM - we finally eat our own cooking!

We have been providing support to our customers for many years, and whoever needed our help typically sent us an email or called us by phone. That worked well and customers in need of support were promptly taken care of. But there are limits to working in this way. I wouldn't quite say we were in…

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  July 7, 2016      By Stefan Kempter      YaSM support   YaSM Process Map  

 

 

20

Jun

The customer is king - The simple principles of good service management, part 1

There have always been a number of time-tested, simple principles in service management that we must get right in order to become successful providers of services. But surprisingly, these principles are not easy to spot in the popular service management frameworks. I suppose the reason is that…

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  June 20, 2016      By Stefan Kempter      Good service management   YaSM concepts  

 

 

18

Jan

DevOps - friend or foe for YaSM?

I may be a bit late to the party but I finally got round to reading "The Phoenix Project" [1], the novel that is often said to be a must read for anyone who looks for a first solid introduction to DevOps. I suppose I don't qualify as a seasoned DevOps expert quite yet, but that was not the point. …

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  January 18, 2016      By Stefan Kempter      DevOps   ITIL  

 

 

28

Sep

YaSM and continual service improvement

Continual service improvement (CSI) is the fifth and final stage of the service lifecycle and is often considered a key element of service management best practice. It's pretty obvious why: It makes a lot of sense to constantly check if our services are delivered according to expectations, and to…

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  September 28, 2015      By Stefan Kempter      YaSM processes   ITIL