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Service Management Wiki

Service Management Wiki: YaSM, service management and ISO 20000. Logo of the Service Management Wiki

YaSM® Wiki - the wiki about service management, enterprise service management (ESM / BSM), IT service management (ITSM) and ISO 20000 (ISO/IEC 20000).

Service management doesn't need to be complex and difficult: All established frameworks and standards such as ITIL®, ISO 20000, COBIT®, CMMI-SVC®, SIAM™ or VeriSM™ follow a few basic principles. Our clear-cut YaSM model helps you with understanding and applying these principles.

The YaSM model

YaSM® ('Yet another Service Management Model') is a translation of service management best practice into a streamlined, accessible set of processes and ready-to-use templates. It's a good match for the leaner, more flexible operating models favored by today's service provider organizations.

YaSM is not another framework but follows the established frameworks for service management and ITSM, and it conforms to the requirements of ISO 20000, the international standard for service management.

There are two YaSM products: The YaSM Process Map, a complete process model for service management, and the YaSM - ISO 20000 Bridge, an additional component for organizations that wish to become certified to ISO 20000.

Where to start with YaSM?

If you are new to YaSM, start here:

Another good starting point is our video series about the "simple principles of good service management", where we explain what it takes to be successful as a provider of services.

If you have any questions or want to get in touch with us, please head over to the YaSM contact page!

About the Service Management Wiki

This wiki is run and sponsored by IT Process Maps, creators of YaSM and the YaSM Process Map, and authors of the popular IT Process Wiki. The YaSM model and the Service Management Wiki were established in 2014; the wiki is available in English and German.

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  Contents of the Wiki  

  YaSM and other practices  

YaSM and ...

YaSM and 'progressiv' practices



  More about service management  


  The YaSM Manifesto  

  • YaSM stands for "Yet another Service Management Model".
  • YaSM was developed as a streamlined service management model and it is meant to stay that way. Users of YaSM are free to adapt the model to the specific needs of their organizations, for example by implementing only part of the model or by adding more sophistication where required.
  • The contents of the YaSM Wiki are and will always be available for free. You may use and share those contents provided you give appropriate credit (see the full Creative Commons license).


  Articles and news  

YaSM articles

Articles and news about (enterprise) service management,  ITSM and ISO 20000.

Hi! I'm Stefan Kempter and in my articles I write about YaSM, service management, process templates and the YaSM Wiki.
I hope you enjoy your visit to our web site!

YaSM news


  Educational use of the Wiki  

The YaSM Service Management Wiki includes:

  • Best practices for service providers about service management - in the areas of enterprise service management (ESM) / business service management (BSM) and IT service management (ITSM).
  • Reference material on YaSM service management and details about the service management processes.
  • Reference material on ISO 20000 (ISO/IEC 20000:2018), the international standard for service management.
  • Detailed guidance and how-to guides on YaSM process management.
  • Information about the established frameworks for service management and ITSM, progressive practices (Agile, DevOps), ...
  • Reference material on ITIL (ITIL 4, ITIL V3), de-facto standard for IT service management (ITSM).
  • Overview: All topics.


Trademarks | Authors

[1] YaSM® is a registered trademark of IT Process Maps GbR.
[2] ITIL® and IT Infrastructure Library® are registered trademarks of AXELOS Limited.
[3] COBIT® is a registered trademark of ISACA.
[4] ISO/IEC 20000® is a registered trademark of ISO.
[5] CMMI® and Capability Maturity Model® are registered trademarks of Carnegie Mellon University.
[6] USMBOK™ is a registered trade mark of Virtual Knowledge Solutions International Incorporated (VKSII).
[7] SIAM™ is a registered trade mark of EXIN.
[8] VeriSM™ is a registered trademarks of IFDC.

By:  Stefan Kempter Author: Stefan Kempter, IT Process Maps GbR  and  Andrea Kempter Contributor: Andrea Kempter, IT Process Maps GbR, IT Process Maps.


The YaSM model Contents of the Wiki Service mgmt. processes ISO 20000