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The YaSM Process Map for BIC

The YaSM Process Map for BIC is a complete service management process model, used by service providers in the fields of ESM / BSM and IT service management. For each process and sub-process, the model defines in the form of BIC diagrams and flowcharts the activities to be performed, the process inputs and outputs.

The YaSM process model for BIC (BIC Process Design®) includes a complete set of service management processes and provides a reference that can be easily understood and maintained:

Contents and product components

BIC diagrams

The YaSM Process Map for BIC: Top-level diagram of the service management process model for BIC Process Design by GBTEC Software AG.
  • Top-level diagram:
    The main entry point into the YaSM Process Map for BIC is the 'top-level diagram'. It presents a high-level view of the YaSM service management processes.
BIC overview diagrams (value-chain diagrams, VCD) for each main process in the service management process model. Level 2 of the YaSM Process Map for BIC (example).
  • 19 process overviews:
    Overview diagrams (value-chain diagrams, VCD) show for each main process how it is related to the other service management processes and which sub-processes it contains.
Input-output diagrams illustrate the process interfaces in the service management model for BIC Process Design. Level 3 of the YaSM Process Map for BIC (example).
  • 102 input / output diagrams:
    For each YaSM sub-process there is an IO diagram illustrating all process interfaces (process inputs and outputs). These diagrams are of type Process Overview (VCD).
BPMN diagrams (collaboration diagrams in Business Process Modeling Notation / flowcharts) show the process flows and process activities for each sub-process in the service management model for BIC Process Design. Level 3 of the YaSM Process Map for BIC (example).
  • 102 BPMN diagrams:
    The BPMN diagrams (collaboration diagrams in Business Process Modeling Notation) contain one or several rows ("swim lanes") with a detailed description of the process activities and responsibilities.
The BIC process structure diagram with a complete overview of the service management processes is used for navigating the YaSM process model.
  • Process structure diagram:
    The process structure diagram provides a complete view of the YaSM processes on all levels of detail. From here, you can easily reach all overview and BPMN diagrams contained in the YaSM Process Map for BIC Process Design®.
The data object model in BIC Process Design provides a list of all service management data objects (process inputs and outputs). This BIC diagram provides an overview of the key relationships between the data objects of the YaSM model.
  • YaSM data object model:
    The YaSM data object model illustrates the key relationships between the YaSM data objects (documents and records). Its purpose is to facilitate an understanding of each object's relevance within the YaSM model.
Object lifecycle diagrams are available for every data object in the YaSM process model for BIC Process Design.
  • 77 object lifecycle diagrams:
    Object lifecycle diagrams are available for every YaSM data object. Their aim is to illustrate which service management processes create, update, read and archive particular YaSM objects, and how their status changes throughout their lifecycle.

If you would like to see full-size examples of these diagrams, please open the collection of screen shots from the YaSM Process Map for BIC in PDF format.

RACI matrix

The RACI matrix (responsibility matrix) for the BIC service management model is supplied in Microsoft Excel.

The RACI or responsibility matrix provides a summary of the YaSM roles' responsibilities in the various YaSM processes.

The RACI matrix is supplied in the form of an Excel® table. The process names in the column on the left and the role names in the top row include comments with the process and role definitions.

Checklists

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 in Microsoft Word™ format explain the YaSM key terms in detail. Typically, a YaSM checklist exemplifies the structure of the data or information contained in a document or record. Example: The checklist for the incident record explains what information is typically maintained for service incidents.

Checklists are available for every YaSM key term and are generic, i.e. applicable to most organizations.

Many checklists can be used as templates during your YaSM initiative. For instance, the checklists for service agreements can serve as a starting point when you need to create such agreements for your organization.

Accompanying documentation

Additional documents help you to get started with YaSM and the YaSM Process Map:

Optional component

The YaSM - ISO 20000 Bridge for BIC - BIC Process Design: Example diagram. The diagrams of the Bridge relate the ISO 20000 standard's requirements (ISO/IEC 20000-1) to the service management process diagrams and checklists of the YaSM Process Map.

As an additional component to the YaSM Process Map for BIC, the YaSM - ISO 20000 Bridge is available in English or German.

Special features for BIC / BIC Process Design®

The YaSM Process Map for BIC was specifically designed to make optimal use of the BIC Platform®. It includes

Specifications

Resources and further reading

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Contents and product components      BIC diagrams      RACI matrix      Checklists      Specifications