The YaSM - ISO 20000 Bridge

There is one big challenge right at the beginning of any ISO 20000 project: It is not quite clear what exactly you need to do in order to become compliant with ISO 20000.

This is where the YaSM® - ISO 20000 Bridge comes into the picture. For every ISO 20000 requirement you will find a specific suggestion on how it can be fulfilled, in the form of easy to understand process and document templates.

Video

Watch a video with Stefan Kempter introducing the YaSM - ISO 20000 Bridge (6:04 min).

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Benefits of using the YaSM - ISO 20000 Bridge

With its unique combination of ISO 20000 requirements, process models and document templates, the YaSM - ISO 20000 Bridge allows you to get started quickly and save time and effort:

At the beginning of your ISO 20000 initiative, the Bridge enables you understand what exactly it means for your organization to become ISO 20000 compliant (what should you aim for and how much change is needed?).
The process templates make the huge task of designing ISO 20000 compliant processes for your organization manageable. Rather than starting with a blank page, you are able to modify existing process models.
The checklists support the creation of ISO 20000 compliant documents, policies and records. Again, you are able to modify document templates rather than starting with a blank page.
The well-structured and professionally designed YaSM reference process model guides you on your way to creating high-quality process documentation which is able to stand up to your auditor's scrutiny.
Your certifier will check if staff have a good understanding of the processes in your organization. The legible, easy to understand process documentation is a big advantage in this respect.
The comprehensive list of ISO 20000 requirements can be used as a project dashboard, allowing you to keep track of your organization's progress toward ISO 20000 compliance.

Contents of the YaSM - ISO 20000 Bridge

The YaSM - ISO 20000 Bridge is designed to be used in combination with the YaSM Process Map.

YaSM - ISO 20000 Bridge - a full set of ISO 20000 process and document templates (ISO/IEC 20000:2018).

A set of detailed diagrams relates the standard's 149 single requirements (ISO/IEC 20000:2018 Part 1: Service Management System Requirements - these are the mandatory requirements) to the 125 process diagrams and 95 checklists of the YaSM Process Map.

YaSM - ISO 20000 Bridge, example 'Incident management': 8.6 Resolution and fulfilment. Detailed diagrams relate the ISO 20000 standard's requirements (ISO/IEC 20000-1) to the service management process templates and checklists of the YaSM Process Map.

You are thus able to start from the ISO 20000 requirements, and to open the corresponding process and document templates with a mouse-click.

In addition, the YaSM - ISO 20000 Bridge contains the complete set of ISO 20000 requirements as a sortable and filterable Excel worksheet.

Versions and platforms

The YaSM - ISO 20000 Bridge is available in English or German as an additional component to

the YaSM Process Map for Microsoft Visio®,
the YaSM process model for BIC / BIC Process Design®
and the YaSM reference process model for ARIS™.

All process diagrams and documents are completely editable and can be adapted to the needs of particular organizations.

Resources and further reading

The YaSM Process Map
In the YaSM Wiki: A complete account of how the ISO 20000 processes relate to one or several YaSM processes.
Details about the current version of ISO/IEC 20000:2018.

Videos

The YaSM - ISO 20000 Bridge

Downloads

Factsheet on the YaSM - ISO 20000 Bridge
A description of the Bridge's features, contents and benefits [PDF, 2 pages]
Introduction to ISO 20000 and the YaSM - ISO 20000 Bridge
An introduction to ISO 20000 and ISO 20000 certification initiatives based on the Bridge [PDF, 16 pages]