WEBVTT
Kind: captions
Language: en

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Hello,
I am Stefan Kempter,

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and today I am going to present
the YaSM® Process Map:

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a set of process diagrams
and document templates

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for organizations that want to
get serious with introducing YaSM.

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These diagrams and templates
are the ideal tool

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for developing a sound understanding of
service management best practice,

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and they will save you
a lot of time and work

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when designing
and documenting

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the service management processes
in your organization.

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The YaSM® Process Map is for now available
• in English and German

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for two different platforms:
• Visio® and ARIS™.

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So you can get the process model
as a set of Visio diagrams

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or as a complete
ARIS process model.

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The contents are always the same.

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Since Microsoft Visio
is a very popular application,

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I'm going to do today's presentation
in Visio.

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But first I have
a couple of slides here

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to explain the basic principle
behind our product.

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That principle is actually
quite simple:

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We have a collection
of process diagrams,

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neatly arranged in
several layers of detail

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in the form of a pyramid.

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At the top of the pyramid
we have a diagram with

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a complete, high-level overview
of the YaSM processes.

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This is the main entry point
into the process model,

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and from here we can

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drill down into details
by following hyperlinks.

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Going down to the next level
we will find a set of 17 diagrams:

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one diagram for each
"YaSM main process".

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An example for such a main process
would be "service design".

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From this main process level
we can go down further

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to the levels 3 and 4
with the "sub-processes",

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where we finally get to see

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"swim lane diagrams"
with single activities.

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So down here at the sub-process level,

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we explain in quite a bit of detail

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what needs to be done by whom

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and in what sequence.

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All in all there are

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some 120 process diagrams contained
in the YaSM process model.

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And now let's switch over
to Visio

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to see how we have
implemented this

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in the form of
Visio diagrams.

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Here is, first of all,
the "top level diagram"

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with a complete overview
of the YaSM processes

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at the highest level of detail.

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At the top we have
the "service lifecycle processes",

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• for establishing
a service strategy,

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• for designing,

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• building

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• and operating services,

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• and for continual service improvement.

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Below the service lifecycle
we can see

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the "supporting YaSM processes",

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for example

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• for assessing and
coordinating changes

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• or for managing projects.

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Now, if we want to know
in more detail

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what's going on in, say,
"service operation",

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we can simply
click on a link

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and go down to the
next level of detail,

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where we find a diagram with more
details about service operation.

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I'll zoom in in a second,

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but first let me explain that
on these diagrams

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we always get to see
"inputs" at the left.

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So here at the left we have
the other YaSM processes

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and the inputs these processes
send into service operation.

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At the right we have

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the "outputs" from service operation
and where they go to

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and in the middle we have
the processes from service operation,

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which include the
well-known processes

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• for resolving incidents
and service requests,

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• and for dealing with problems.

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As you can see we use
two types of shapes in these diagrams:

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• The green shapes
represent "processes"

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• And the orange shapes represent
"data objects" or "information objects".

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We use the information objects

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to show the information flows
between the processes

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- and that's a very imported principle
in our process model,

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because we want to show you
not only

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what processes are there

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but also how the YaSM processes
cooperate.

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Here, for example, we can see

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that "incident management"

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sends all the "incident records"

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to the "problem management" process,

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where the problem manager
would further analyze the incidents.

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If, based on the analysis,

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the problem manager
detects a problem

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and is able to provide
a workaround

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for some type of incident
that happens fairly often,

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then a "problem record"
with a description of the workaround

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will be sent back
into incident management

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where it will help with
resolving future incidents.

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So this is how the loop is closed

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between the incident
and problem management processes,

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and this is
how we show in these diagrams

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how things work in YaSM.

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What's more, if you click on
a process shape like this one

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and if you then look at
the right hand side of my screen,

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you can see that,
in the "shape data window",

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we have a number of attributes
attached to the shape.

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So the process shape here
does not only

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• have a name,

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• but it also has a field
where you can find

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a brief description
of the process.

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The same applies
to the data object shapes:

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If you click on
the incident record shape,

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you can see
that this shape also has

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• a name ("incident record")

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• and a brief description
here in the shape data fields.

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Now, it's nice to have
such a brief description,

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but of course a lot more
can be said

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about an incident record.

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That's why such shapes are often
linked to "checklists".

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Checklists are Word™ documents

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- and they can be opened with a link
as you might almost expect.

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If I click on the link,
that will open Word

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and, as you can see,

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the checklist for the incident record
describes in quite a bit of detail

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the structure of the data

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we would typically expect
to find in such a record.

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There are some 100 checklists of this kind
in the YaSM® Process Map.

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There is another one, for example,
for the "service definition".

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And because it's a Word document
that can be modified,

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you can use the checklist
for the service definition

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as a template or starting point

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once you need to create such documents
in your organization.

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Let's now close the checklist ...

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and go back to Visio -

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and explore what's behind

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the second link
of the data object shape.

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That link takes us to

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the "lifecycle diagram"
for the incident record,

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which tells you where
- in what YaSM processes -

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such records are being

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• created,

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• updated,

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• read,

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• and archived.

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So these diagrams give you

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the complete picture
at a glance,

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showing you

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how the documents and records
flow between the YaSM processes.

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And now,
from this level of detail

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let's go down further,
for example into

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the process for resolving incidents
and service requests.

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Again we take a link

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and that will open a diagram
with more details about

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how incidents and service requests
are being dealt with in YaSM.

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As before, we have

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• inputs on the left,

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• outputs on the right,

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• and now in the center we have

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an overview of the sub-processes
of incident management.

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The first sub-process
makes sure

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all incidents and service requests
are being logged,

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and the other ones take care,
for instance,

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of fulfilling service requests
and resolving incidents.

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As for resolving incidents,

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there is one process specifically for
"dealing with major incidents",

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and another one for
"resolving incidents in 1st level support".

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And - if 1st level support
cannot do anything about an incident

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it will go on to the specialists
in 2nd level support.

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Finally, once the incidents and
service requests have been resolved,

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they will be
formally closed down here.

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So this diagram shows

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the major steps required for dealing
with incidents and service requests,

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and from here we can
go down once more

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to the lowest level of detail
contained in the YaSM® Process Map

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to the level of the "sub-processes".

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Down here, as you can see,
the diagrams look a bit different,

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because in the bottom part
of these diagrams

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we now have a swim lane
with "activities".

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But let's first zoom in on the
top area where, first of all,

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• at the left we have all the
inputs required for this process

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and where they come from,

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• and then to the right we have
the outputs from the process

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and where they go to.

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Moving to the bottom part
of the diagram we get to see

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a swim lane with activities.

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Swim lanes are used to
assign "responsibilities":

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The yellow shapes on the
swim lanes represent "YaSM roles";

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they indicate
who is responsible

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for performing
the activities in the swim lane.

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Probably it's almost self-explanatory
what the diagram here tries to tell us:

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It says that 1st level support
should first

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• carry out an initial analysis,

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• search the knowledge base

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• and try to match the incident with
existing incidents or problems.

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Then when these activities
are complete,

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a decision needs to be taken:

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• we need to decide whether

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we can resolve the incident here
in 1st level support or not.

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That decision has a number
of possible outcomes:

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• It could be that we cannot do anything
about the incident here in 1st level support

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and it must be transferred
to 2nd level support.

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• Or we can actually resolve

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the underlying root cause
for this incident:

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this would be ideal!

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• If we cannot resolve the root cause
maybe we have a workaround at hand.

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• Or - if that's not the case -

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maybe we have an idea
for a new workaround.

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Then we would apply
the new workaround

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• ... and so on ...

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• until the process ends here
at the right hand side.

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There are actually
two end-points for this process:

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We either managed
to resolve the incident,

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by resolving the root cause
or by applying a workaround.

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If we move up a bit
we can see the second end-point:

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If we haven't been able
to resolve the incident,

00:09:33.940 --> 00:09:36.640
we've passed it on
to 2nd level support.

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And now,
if you want to know:

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How does this go on
from here?

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How is this going on
in 2nd level support?

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Then you would look again into
the upper part of the diagram:

00:09:47.040 --> 00:09:49.240
There you will find
the incident record

00:09:49.240 --> 00:09:52.180
being passed along to
the 2nd level support process.

00:09:52.840 --> 00:09:54.980
And if you click on the link
behind that shape

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then you are taken right
into the subsequent process

00:09:57.880 --> 00:09:59.740
where you can see
how this goes on

00:09:59.740 --> 00:10:01.340
in 2nd level support.

00:10:04.440 --> 00:10:06.440
And that's
what I wanted to show you today

00:10:06.440 --> 00:10:07.540
in this short video.

00:10:08.240 --> 00:10:10.040
To keep it short
we concentrated on

00:10:10.040 --> 00:10:13.760
the most important components
included in the YaSM® Process Map:

00:10:14.300 --> 00:10:15.560
• The process diagrams

00:10:15.560 --> 00:10:17.400
• and the document templates.

00:10:18.220 --> 00:10:21.160
Our product also contains
other components, such as

00:10:21.160 --> 00:10:22.420
• a RACI matrix,

00:10:22.420 --> 00:10:23.620
• a data model,

00:10:23.620 --> 00:10:25.200
• an Excel® repository,

00:10:25.440 --> 00:10:28.300
and the "YaSM - ISO 20000 Bridge"
(an optional component):

00:10:28.300 --> 00:10:31.500
a set of diagrams
specifically for organizations

00:10:31.510 --> 00:10:34.590
that wish to get certified
against ISO 20000.

00:10:35.260 --> 00:10:36.920
I'm not going into detail here,

00:10:36.920 --> 00:10:40.220
because we cover
these components in other videos.

00:10:41.300 --> 00:10:41.920
What's more,

00:10:41.920 --> 00:10:45.600
if you purchase a license,
you'll also benefit from our services,

00:10:45.600 --> 00:10:46.620
which include

00:10:46.620 --> 00:10:47.640
• updates,

00:10:47.640 --> 00:10:49.840
• answers to your questions
about YaSM

00:10:49.840 --> 00:10:51.840
• and technical support.

00:10:52.300 --> 00:10:55.120
This service is free of charge
during the first year.

00:10:56.340 --> 00:10:57.540
So much for today.

00:10:57.540 --> 00:11:00.400
If you'd like to learn more
about the YaSM® Process Map

00:11:00.400 --> 00:11:01.960
or want to get
in touch with us,

00:11:01.960 --> 00:11:03.800
please visit
yasm.com

00:11:04.580 --> 00:11:06.840
Thanks for watching
- and take care!

00:11:07.780 --> 00:11:10.320
[ Visit yasm.com ]

00:11:10.320 --> 00:11:14.160
[ More videos and information about YaSM
and the YaSM® Process Map ]

00:11:14.160 --> 00:11:17.400
[ Please get in touch with us
if you have any questions! ]