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:
Intuitive, clear-cut layout in three levels of detail
Navigation with links
Fully customizable BIC diagrams.
Contents and product components
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.
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.
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).
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.
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®.
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.
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.
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.
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.
Additional documents help you to get started with YaSM and the YaSM Process Map:
License model: Licenses to use the product are granted on a simple per-site basis, where a site is defined as a single company location or a cluster of adjacent company locations within one geographic region of a country. There are no recurring license fees.
Services and support: Product updates, help with general questions on YaSM and technical product support (these services are included in the purchasing price during the first year; support contracts are available to customers who wish continued support).
Screen shots from the YaSM Process Map for BIC Contains full-size zoomable images of the BIC diagrams and the RACI matrix, as well as a complete overview of the processes and checklists contained in the YaSM Process Map [PDF, 21 pages]
In the YaSM Service Management Wiki you will find a complete introduction to the YaSM processes, the YaSM glossary, the RACI matrix, as well as details on how YaSM relates to ITIL®, VeriSM™, SIAM™, ISO 20000 and other guidelines.
In the YaSM videos Stefan Kempter explains how service management works and how YaSM helps you to become a successful provider of services.
YaSM and ITIL 4
If your organization considers adopting the latest edition of ITIL 4,
read more here!
Request a YaSM webinar
If you have questions about YaSM and the YaSM® Process Map, we are happy to arrange a live webinar.
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