Service Management Checklists
These service management checklists (document templates) provide detailed explanations of the various documents and records ('data objects') which are produced by the YaSM service management processes.
Each checklist describes the typical contents of a YaSM document or record. The service management checklists are generic, and applicable to most organizations; they can be used as templates in many cases when specific service management documents need to be created for a particular organization.
The YaSM® Process Map contains a total of 95 checklists:
- 76 checklists (one for every YaSM data object) exemplify what data or information is contained in the different documents and records generated by the YaSM processes.
- There is also a set of 19 checklists for the service management policies.
Here in the YaSM Wiki we provide you with the most frequently requested service management templates from the YaSM Process Map free of charge.
Checklists for the service lifecycle processes
Incident record template
An incident record is a set of data with all details of a service incident, documenting the history of the incident from registration to closure.
Problem record template
A problem record is a set of data with all details of a problem, documenting the history of the problem from registration to closure.
Service quality report
A service quality report gives insight into the service provider's ability to deliver the agreed service quality. Most importantly, it reports on the service levels achieved in relation to the agreed targets, as specified in the service definitions.
Service improvement plan - SIP
The service improvement plan (SIP) is used to manage service improvement initiatives and report on their status throughout their lifecycle. There may be one service improvement plan for all services or dedicated plans for the various services managed by the service provider.
Checklists for the supporting processes
Process review report template
A process review report records the details and findings from a process review or process audit. This report is an important input for the definition of process improvement initiatives.
Service portfolio template
The service portfolio represents a complete list of all services managed by the service provider.
A service definition specifies the service properties, in particular the offered functionality and the guaranteed service levels. Service definitions also describe how the organization's resources are used in order to provide the service.