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Language: en

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Enterprise service management
or "ESM" is

00:00:03.400 --> 00:00:04.580
- as its name suggests -

00:00:04.580 --> 00:00:06.740
an approach for
managing services,

00:00:07.120 --> 00:00:09.820
and if you are in the business
of providing services,

00:00:09.820 --> 00:00:11.600
you should definitely
check it out

00:00:11.900 --> 00:00:14.980
because ESM offers lots of
valuable advice.

00:00:15.800 --> 00:00:17.080
There's much talk
these days

00:00:17.080 --> 00:00:18.760
about
enterprise service management

00:00:18.760 --> 00:00:21.240
so one might think
it's a new invention

00:00:21.540 --> 00:00:22.520
- but it's not.

00:00:23.020 --> 00:00:24.160
In fact,
we've been using

00:00:24.160 --> 00:00:25.720
these methodes
for decades,

00:00:25.980 --> 00:00:28.840
but mainly in the field of
IT services.

00:00:29.540 --> 00:00:30.940
What's happening now
is that

00:00:30.940 --> 00:00:32.580
a growing
number of people realize

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that these methods
can be applied

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in all sorts of organizations
offering services,

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such as
• human resources,

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• healthcare,
• legal services, etc.

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And this opens up
exciting new horizons for the

00:00:46.240 --> 00:00:48.860
traditional service management
best practice.

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So today we're going
to explore the roots

00:00:52.000 --> 00:00:54.720
of enterprise service management
in ITSM,

00:00:55.000 --> 00:00:56.980
and we try to get a
better understanding

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of what it's all about.

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And I'm also going to show you

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how the YaSM framework
helps you

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with introducing the enterprise
service management approach

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in your organization.

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Let's first take a quick look
at the

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history of
enterprise service management

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and its roots in ITSM.

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A key event was the publication
of the first ITIL® book,

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because it is often said
that

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enterprise service management
evolved out of ITIL®.

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ITIL® is today almost

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a universally accepted
IT service management framework.

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It was updated
several times.

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The latest edition was
published in 2011.

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As ITIL® grew ever
more popular,

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companies started asking
for a certification scheme,

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and ISO/IEC 20000
emerged in 2005

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as the leading
service management standard.

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The latest edition of ISO 20000
was released in 2011.

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Along the way,
other frameworks emerged,

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such as COBIT®

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with COBIT® 5 as its
most recent incarnation,

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and CMMI-SVC®.

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This may look like a
confusing array of concepts,

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but it is pretty clear
that

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all these frameworks
and standards

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share the same basic ideas about
how to manage services.

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Naturally, companies
and organizations

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also needed tools

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to support their
service management processes,

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so lots of vendors started
supplying them.

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We could thus say that

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the service management discipline
is some 30 years old,

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yet some of its ideas
are much older.

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For example,
in the 1950's

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the Plan-Do-Check-Act

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or PDCA cycle
for continual improvement

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was made popular by
Dr. Edwards Deming.

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And we find this method

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as a key principle in all modern
service management frameworks.

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Now, despite the long history

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of service management
best practice,

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the interest in applying it
outside of the IT organization

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was more or less flat
for most of the time.

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But recently

00:02:52.250 --> 00:02:54.340
the concept of
enterprise service management

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has been growing
more popular,

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mainly because of
two reasons:

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• Many companies want
to grow with services,

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so these companies
look for advice

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and there is more
demand

00:03:04.660 --> 00:03:06.660
for service management
best practice.

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• What's more, vendors of
service management tools

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seek new markets

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and promote the
use of their products

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in new areas [such as HR,
financial services, healthcare, etc.]

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So the interest in
enterprise service management

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is on the rise!

00:03:20.480 --> 00:03:21.980
But of course
the question is:

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What's in it for you?

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Well, if your organization
provides services,

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enterprise service management
can teach you

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how to do it successfully.

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By applying its advice,

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you can expect
many improvements, such as

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more efficient processes

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and higher
customer satisfaction.

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To make this point
a bit clearer,

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we are now going
to look at

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a definition of
enterprise service management

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and explore
the kind of advice

00:03:47.060 --> 00:03:50.180
you will find in
service management best practice.

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There is no "official" definition of
enterprise service management yet,

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but here's my favorite one:

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"Enterprise service management
(or ESM) is an approach

00:04:00.860 --> 00:04:02.770
for providing
value to customers

00:04:02.770 --> 00:04:04.700
in the form of services."

00:04:05.120 --> 00:04:06.700
That's a nice and
short definition,

00:04:06.700 --> 00:04:09.280
but what exactly
does this approach include?

00:04:09.520 --> 00:04:11.460
Again,
there's no official answer.

00:04:11.760 --> 00:04:14.400
What I can tell you is that,
from my own experience,

00:04:14.400 --> 00:04:17.740
most experts in the field
would agree with the following:

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We can assume that

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the service lifecycle concept
known from ITIL® and ISO 20000

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is a good starting point.

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The service lifecycle
includes stages for

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• setting the service strategy,

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• as well as for designing,

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• implementing,

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• operating

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• and improving the services.

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This makes a lot of sense,

00:04:36.800 --> 00:04:39.380
because every service provider
should, first,

00:04:39.480 --> 00:04:41.320
assess their
current service offerings

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once in a while

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and define
a longer-term strategy.

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Then, when it's clear

00:04:46.460 --> 00:04:48.840
what services will be offered
to customers,

00:04:48.980 --> 00:04:51.040
the expected outcomes
of the services

00:04:51.040 --> 00:04:52.260
must be defined,

00:04:52.580 --> 00:04:53.820
and we need to
figure out

00:04:53.820 --> 00:04:56.320
what it takes for
setting up the services.

00:04:56.780 --> 00:04:58.340
The third lifecycle stage

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takes care of
implementing the services,

00:05:00.820 --> 00:05:02.340
which includes
• acquiring,

00:05:02.340 --> 00:05:03.340
• developing

00:05:03.340 --> 00:05:06.440
• and testing of all
required service components.

00:05:06.900 --> 00:05:08.900
Once the services
are operational,

00:05:08.900 --> 00:05:09.780
we need to ensure

00:05:09.800 --> 00:05:12.880
they are provided
efficiently and effectively.

00:05:13.200 --> 00:05:16.300
• Here, we resolve issues
and service requests,

00:05:16.400 --> 00:05:18.580
• take care of
routine operational tasks

00:05:18.720 --> 00:05:21.200
• and produce
service quality reports.

00:05:21.780 --> 00:05:25.180
Finally, the fifth stage is about
continual improvement:

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• We assess if the services
are delivered as promised

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• and try to identify
potentials for improvement.

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• This will often lead to
the specification and implementation

00:05:35.460 --> 00:05:37.280
of service improvements.

00:05:37.560 --> 00:05:40.100
And then the lifecycle
starts over again

00:05:40.100 --> 00:05:43.320
with a fresh round
of strategic considerations.

00:05:43.560 --> 00:05:45.620
The whole point
of this lifecycle approach

00:05:45.620 --> 00:05:47.580
is to ensure
long-term success

00:05:47.700 --> 00:05:50.000
through efficient
and effective processes

00:05:50.160 --> 00:05:53.120
and improved
customer satisfaction.

00:05:55.060 --> 00:05:57.620
Of course, this advice
is not very specific,

00:05:57.760 --> 00:05:59.500
but a number of sources
exist

00:05:59.500 --> 00:06:01.440
with detailed
recommendations.

00:06:02.040 --> 00:06:03.300
One such source are

00:06:03.300 --> 00:06:06.100
the popular service management
frameworks such as ITIL®.

00:06:06.540 --> 00:06:08.780
This is not a bad choice
in principle,

00:06:08.940 --> 00:06:11.800
but ITIL® has grown rather complex
over the years,

00:06:12.080 --> 00:06:15.180
and is somewhat biased
towards IT services.

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In my experience,

00:06:16.920 --> 00:06:19.700
it's much easier to start
with something simpler,

00:06:19.940 --> 00:06:22.260
and here YaSM®
comes into the picture:

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With its clear structure

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and complete set of
process and document templates

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it is much better suited

00:06:28.260 --> 00:06:30.500
for organizations that
want to adopt the

00:06:30.500 --> 00:06:33.000
enterprise service management
approach.

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So before we finish
today's session,

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I'd like to show you,
very briefly,

00:06:37.420 --> 00:06:40.060
the kind of advice
you will find in YaSM.

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Let's first take a look at the
YaSM process structure.

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It is rather
straightforward and clear,

00:06:47.800 --> 00:06:50.740
and at first sight
we recognize the service lifecycle

00:06:50.740 --> 00:06:53.860
that we identified earlier
as a key principle

00:06:53.860 --> 00:06:56.760
of the enterprise service
management approach.

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But the service lifecycle
is not the whole story:

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Most organizations will need

00:07:01.540 --> 00:07:03.940
a number of additional,
supporting processes

00:07:03.940 --> 00:07:05.420
in order to function.

00:07:05.700 --> 00:07:08.900
An example would be
the process for managing projects.

00:07:09.220 --> 00:07:11.220
This process can run,
for example,

00:07:11.220 --> 00:07:13.800
alongside service design
and implementation,

00:07:13.960 --> 00:07:17.000
to ensure that all design and
implementation activities

00:07:17.000 --> 00:07:19.880
are properly
planned and coordinated.

00:07:20.560 --> 00:07:21.840
Of course
you don't need to have

00:07:21.840 --> 00:07:24.260
all these processes
in your organization.

00:07:24.460 --> 00:07:27.980
YaSM is not a standard
but a set of recommendations,

00:07:27.980 --> 00:07:29.300
and you can pick and choose

00:07:29.300 --> 00:07:31.060
which processes
you want to adopt

00:07:31.060 --> 00:07:32.400
in your organization.

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Now, for each of these processes
we provide

00:07:36.380 --> 00:07:39.880
detailed recommendations
in the form of process charts.

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We call this
collection of diagrams

00:07:42.380 --> 00:07:44.020
the "YaSM® Process Map",

00:07:44.100 --> 00:07:45.040
and here, for example,

00:07:45.040 --> 00:07:47.360
we have
the process map for Visio.

00:07:48.200 --> 00:07:50.560
As you can see it contains,
first,

00:07:50.560 --> 00:07:54.660
a top-level diagram with an
overview of the YaSM processes.

00:07:55.620 --> 00:07:58.380
In the upper part
we find the service lifecycle,

00:07:58.660 --> 00:08:00.360
and what's nice about
these charts is that,

00:08:00.360 --> 00:08:03.780
from here, we can now
drill down into details.

00:08:04.560 --> 00:08:07.860
So if we want to know more
about, say, service design,

00:08:08.180 --> 00:08:09.440
all we have to do is

00:08:09.440 --> 00:08:12.760
click on a link to open
the service design diagram.

00:08:13.500 --> 00:08:15.880
If we zoom in a little
we can see that

00:08:15.880 --> 00:08:19.240
designing a service in YaSM
is quite straightforward:

00:08:19.820 --> 00:08:23.060
• It involves defining the
required service properties,

00:08:23.320 --> 00:08:25.480
• designing the
required infrastructure,

00:08:25.680 --> 00:08:27.840
• outlining the
implementation approach

00:08:27.840 --> 00:08:30.580
• and preparing the
service implementation.

00:08:31.300 --> 00:08:34.160
To give you a better idea of
how service design works,

00:08:34.160 --> 00:08:35.100
we also show

00:08:35.100 --> 00:08:37.740
information flows
in these diagrams.

00:08:37.960 --> 00:08:39.400
Here's a typical example:

00:08:39.720 --> 00:08:42.520
• From the definition of the
required service properties

00:08:42.520 --> 00:08:45.860
we get a draft service definition
as an output,

00:08:46.200 --> 00:08:48.900
• which is an important input
for the next step:

00:08:49.060 --> 00:08:52.100
Designing the
required infrastructure.

00:08:52.900 --> 00:08:53.980
For such documents,

00:08:53.980 --> 00:08:57.440
the YaSM Process Map contains
templates in Word™ format.

00:08:58.020 --> 00:08:59.880
This one, for instance,
describes

00:08:59.880 --> 00:09:02.540
the typical contents
of a service definition,

00:09:03.080 --> 00:09:05.020
and you can use it
as a starting point

00:09:05.020 --> 00:09:08.340
when you need to create
your first service definitions.

00:09:09.480 --> 00:09:10.860
If we close the template

00:09:10.860 --> 00:09:12.720
and switch back to Visio
again,

00:09:13.000 --> 00:09:16.060
we can now go down further
to the sub-process level

00:09:16.340 --> 00:09:17.840
where we describe
in detail

00:09:17.840 --> 00:09:19.920
the activities
to be performed.

00:09:21.480 --> 00:09:24.140
So, for instance,
the recommended steps for

00:09:24.140 --> 00:09:27.720
designing the required
infrastructure for a service include

00:09:27.980 --> 00:09:30.420
• Identifying the
required infrastructure

00:09:30.420 --> 00:09:32.080
and other capabilities,

00:09:32.560 --> 00:09:34.980
• Specifying the
required modifications

00:09:34.980 --> 00:09:36.940
to the technical infrastructure,

00:09:37.160 --> 00:09:39.620
• and to the external
supporting services,

00:09:40.200 --> 00:09:40.960
• and so on,

00:09:41.120 --> 00:09:42.860
• until, at the end of the process,

00:09:42.860 --> 00:09:46.720
a draft service implementation
blueprint has been created.

00:09:47.420 --> 00:09:48.300
In this way,

00:09:48.300 --> 00:09:51.220
the YaSM® Process Map explains
how YaSM works,

00:09:51.660 --> 00:09:54.020
and of course you can also
change these diagrams

00:09:54.020 --> 00:09:55.660
and adapt the processes

00:09:55.660 --> 00:09:57.820
to the needs
of your organization.

00:10:00.240 --> 00:10:01.740
I hope you will agree
that

00:10:01.740 --> 00:10:03.980
with these templates,
it shouldn't be too hard

00:10:03.980 --> 00:10:06.060
for your organization
to get started

00:10:06.060 --> 00:10:08.360
with
enterprise service management.

00:10:08.880 --> 00:10:10.260
If you would like to
learn more about

00:10:10.260 --> 00:10:12.380
YaSM and
enterprise service management,

00:10:12.380 --> 00:10:14.300
please visit
yasm.com

00:10:14.300 --> 00:10:15.410
- where you will find

00:10:15.410 --> 00:10:17.500
a complete
service management Wiki

00:10:17.740 --> 00:10:19.700
and more videos
about YaSM.

00:10:20.080 --> 00:10:21.680
And if you have
any questions,

00:10:21.680 --> 00:10:22.940
we are happy
to answer them

00:10:22.940 --> 00:10:25.440
in the
YaSM support community.

00:10:25.900 --> 00:10:26.920
[ Visit yasm.com ]

00:10:26.920 --> 00:10:29.620
[ Free YaSM Wiki: A complete 
introduction to the YaSM framework. ]

00:10:29.620 --> 00:10:33.140
[ More videos and information about YaSM 
and the YaSM® Process Map ]

00:10:33.140 --> 00:10:35.660
[ Get answers to your questions
in the YaSM community! ]