YaSM Service Management: Introduction

     

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If you are new to YaSM service management, start here: YaSM is a streamlined and easily understood framework that provides advice for organizations offering services.

YaSM means "Yet another Service Management Model" and, as its name suggests, it is yet another service management framework!

YaSM stands in the tradition of other, similar frameworks for enterprise service management and ITSM, such as ITIL® and CMMI-SVC®. And like these it is about teaching organizations how to become successful providers of services, by building up a loyal customer base.

In this video we explain why it was time for a fresh start with a new, streamlined framework that

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Video transcription

I'm Stefan Kempter and today I'd like to introduce YaSM, our new framework for managing services.

YaSM means "Yet another Service Management Model" and, as its name suggests, it is yet another service management framework!

YaSM stands in the tradition of other, similar frameworks for enterprise service management and ITSM, such as ITIL® and CMMI-SVC®, and like these it is about teaching organizations how to become successful providers of services, by building up a loyal customer base.

A streamlined framework for enterprise service management and ITSM

But if there are other frameworks already, why, you may wonder, was there a need for yet another one?

The point is, a lot of people find the existing guidance useful in principle, but also rather complex and difficult to understand. So we decided that, after some 20 or 30 years, it was time for a fresh start with a new, streamlined framework that

  • is easier to understand,
  • has a perfectly clear and pragmatic structure,
  • and is supported by a full set of ready-to-use templates.

What's more, we wanted to offer a framework that can be used

  • for enterprise service management,
  • as well as ITSM.

And that's how the idea for YaSM was born.

Of course, with so much time-tested advice available, it didn't make sense to reinvent the wheel, so when creating YaSM we looked into the most popular frameworks and standards such as ITIL®, COBIT®, USMBOK™, CMMI-SVC® and ISO 20000.

And we also injected some fresh ideas of our own! All these frameworks and standards have a lot of thinking in common, and YaSM is about capturing this common thinking in a fresh framework - that is perfectly aligned with ISO 20000, the leading service management standard.

And here is the result of our efforts:

YaSM's service lifecycle and supporting service management processes

YaSM offers a new, pragmatic approach with a simple and clear process structure that includes a number of lifecycle processes:

  • For establishing a service strategy,
  • for designing,
  • building and
  • operating services,
  • and for continual service improvement.

So we have the same tried and tested concept of the service lifecycle as in ITIL®, ISO 20000 and other frameworks.

Below the service lifecycle we have a range of supporting processes, for example for assessing and coordinating changes or for managing projects.

Because of this clear process structure it is possible to pick and choose which processes you want to implement. This is of course allowed, since YaSM is not a standard that must be implemented to the letter - it contains recommendations that can and should be adapted to the needs of your organization!

And because of its simple structure, it is also perfectly feasible to extend the processes and use YaSM in combination with other concepts or standards, such as Agile, DevOps, SIAM, COBIT®, ISO 20000, ISO 27001, - you name it ...

YaSM process templates: The YaSM® Process Map

For organizations that want to get serious with introducing YaSM and enterprise service management, we offer a complete and detailed process model with ready-to-use process diagrams and document templates, called the YaSM® Process Map.

The process map is, for now, available in English and German for two different platforms: Visio® and ARIS™.

Examples from the YaSM Process Map for Visio

Since Visio is a very popular application, we're now going to take a quick look at the YaSM® Process Map for Visio.

The first diagram I want to show you in Visio is the top-level diagram with a complete, high-level overview of the YaSM processes.

  • In the upper part we have the YaSM service lifecycle processes,
  • and below you can see the supporting service management processes.

One of the nice features of the YaSM Process Map is that you can navigate with links:

So if you want to know, say, what needs to be done to design a service, you can simply click on a link to open a diagram with more details about service design. Now, if we zoom in a little you can see that designing a service in YaSM is quite straightforward:

  • It involves defining the required service properties,
  • designing the required infrastructure,
  • outlining the implementation approach
  • and preparing the service implementation.

To give you a better idea of how service design works, we also show information flows in these diagrams. Here's a typical example:

From the definition of the required service properties we get a draft service definition as an output, which is an important input for the next step: Designing the required infrastructure.

For such documents, the YaSM Process Map contains templates in Word™ format. This one, for instance, describes the typical contents of a service definition, and you can use it as a starting point when you need to create your first service definitions.

If we close the template and go back to Visio again, we can now go down further to the sub-process level where we describe in detail the activities to be performed.

So, for instance, the recommended steps for designing the required infrastructure for a service include

  • identifying the required infrastructure and other capabilities,
  • specifying the required modifications to the technical infrastructure,
  • and to the external supporting services,
  • ... and so on,
  • until, at the end of the process, a draft service implementation blueprint has been created.

In this way, the YaSM Process Map explains how YaSM works and I hope you will agree that the YaSM processes are not too difficult to understand.

Free service management resources: The YaSM Wiki

Apart from our detailed YaSM process models, we also offer a wealth of free information in the YaSM Wiki. The wiki is ideal if you are new to YaSM and would like to read more about the ideas behind our new service management framework.

From the main page of the YaSM Wiki you can easily access the different sections, which contain, for example,

  • In-depth information about the YaSM processes,
  • details on how YaSM relates to other frameworks, and
  • the complete YaSM glossary.

The process section provides an overview of the YaSM process structure,

  • with the five service lifecycle processes
  • and the supporting service management processes.

If we move down a bit we find short descriptions of each YaSM main process, and for each such process there is a specific page with more details, such as

  • An overview diagram, showing how the process is connected with the other YaSM processes,
  • a list of its sub-processes, with brief descriptions,
  • a complete account of the outputs with their definitions,
  • and a RACI matrix.

So as you can see, the YaSM Wiki contains everything you need to familiarize yourself with YaSM, ITSM and enterprise service management best practice.

To explore the wiki, watch more videos and learn more about YaSM and the YaSM Process Map, please visit yasm.com. There you will also find our complete contact details if you want to get in touch with us.

And, as always, if you have any questions we are happy to answer them in the YaSM community!

Thanks for watching, and take care!