The YaSM Process Map

The YaSM Process Map is a complete service management process model.

Our service management process model, the "YaSM® Process Map", includes a complete set of ready-to-use process diagrams and document templates: The perfect starting point for defining and documenting ITSM and service management processes.

For each service management process, the process model describes in the form of a diagram the activities to be performed, the required inputs and the resulting outputs.


Intro to the YaSM service management process model Watch a video with Stefan Kempter introducing the YaSM Process Map (11:18 min).

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Benefits of using the YaSM Process Map

The graphical and navigable representation of the processes makes it easy to understand the YaSM processes and their interrelationships. The YaSM Process Map is thus a very cost-efficient way of giving everyone in your organization a good understanding of service management best practice.

What is more, introducing best practice in your organization typically means designing and documenting improved processes.

To help you with this task, the diagrams and document templates of the YaSM Process Map can be tailored to your needs. You can simply modify existing content instead of starting with a blank page - which saves an enormous amount of time and effort.

Contents of the YaSM Process Map

The core of the YaSM model is a set of process diagrams in 3 levels of detail:

YaSM Process Map. Process templates for your service management initiative.
Checklists (document templates) in Microsoft Word format provide detailed explanations of the various documents and records which are produced by the YaSM service management processes (YaSM Process Map).

95 checklists or document templates in Microsoft Word™ format describe the typical contents of the various documents, policies and records produced in the YaSM processes.

For more detailed information and examples of the diagrams and documents included in the YaSM service management process model, please refer to the platform-specific pages about the YaSM Process Map for Visio, the YaSM Process Map for BIC Process Design and the YaSM Process Map for ARIS.

ISO 20000 compatibility

Detailed YaSM process models and document templates for every ISO 20000 requirement.

YaSM is a perfect fit for ISO 20000, the international standard for service management - and 100% compatible with the latest edition of ISO 20000:2018.

An additional component to the YaSM Process Map, the YaSM - ISO 20000 Bridge, relates the standard's requirements to the service management process diagrams and document templates of the Process Map.

This add-on specifically addresses the needs of organizations that wish to achieve certification against ISO 20000. For further information, please visit the ISO - 20000 Bridge product page.

Versions and platforms

The YaSM Process Map is currently available in English or German for Microsoft Visio®, BIC / BIC Process Design® and the ARIS Process Platform™, and also in BPMN XML format.

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

License holders are entitled to maintenance and support services such as product updates, help with questions on YaSM in general and technical product support.

Resources and further reading

Product pages


Video      Benefit      Contents      ISO 20000 compatibility