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Webinar: Understanding YaSM Service Management

Watch this video on YouTube | Download MP4 | Contents and time stamps | All YaSM videos.

 

What is the YaSM service management model, and how does the YaSM Process Map support your enterprise service management or ITSM initiative? - A webinar for all service providers that want to get started with service management best practices.

• You will learn what YaSM is about, why we created the model and how it relates to the popular service management frameworks and standards such as ITIL®, ISO 20000, COBIT®, USMBOK™ and CMMI-SVC®.
• We introduce the free YaSM Service Management Wiki, where you will find everything you need to familiarize yourself with YaSM, enterprise service management and ITSM best practice.
• Then we look at the YaSM® Process Map, a complete set of service management process and document templates for organizations that want to get serious about introducing YaSM processes.
• And we also show how the YaSM model helps you if you want to get certified against ISO 20000.

If you have questions about YaSM or the YaSM process model, please contact us - or register for a live webinar.

More YaSM videos

• What is service management? - How service management helps organizations build up a loyal customer base, and why the topic is getting a lot of attention these days.
• Introduction to YaSM service management
• Templates for your service management processes: The YaSM Process Map
• All YaSM videos.

Related pages

• In the YaSM Wiki: A complete introduction to service management and YaSM
• Product information: The YaSM® Process Map
• The YaSM® - ISO 20000 Bridge

Time stamps for this webinar

0:00:01  Intro to the webinar
0:01:15  The people behind YaSM
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0:02:05  What's YaSM service management?
0:04:50  The YaSM process structure
0:06:22  Why YaSM?
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0:07:11  How YaSM relates to other frameworks
0:07:40  Examples: Differences of YaSM and ITIL®
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0:12:11  Intro to the free YaSM Wiki
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0:14:08  The YaSM Process Map: Overview
0:14:29  The YaSM Process Map for MS Visio
0:15:24  Overview of the YaSM service management processes. - The top level diagram
0:15:40  YaSM main processes. - BPMN diagrams on level 2
0:17:44  Details: process activities. - Flowchart diagrams on level 3
0:20:14  Process shapes and shape data
0:21:10  Data objects, shape data and related checklists (document templates)
0:22:09  Data objects and related lifecycle diagrams
0:22:54  Process structure diagrams
0:24:28  The YaSM data object model
0:24:28  YaSM roles and responsibilities: The RACI matrix
0:26:33  Manuals, white papers and quick references as part of the YaSM reference model
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0:27:50  Intro to the YaSM - ISO 20000 Bridge
0:28:08  Example: original ISO 20000 documentation
0:29:02  ISO 20000 requirements, related YaSM processes and evidence
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0:31:45  How to adapt the YaSM process model
0:32:26  Visio master shapes
0:33:27  Excel repository and Visio add-in
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0:36:30  Further information: Services and related links