YaSM Service Management News
The latest changes and updates to the Service Management Wiki and the YaSM process model.
News and videos covering service management: ESM / BSM, ITSM and ISO 20000.
Video | Where to start with service management?
In our latest video Stefan Kempter presents a high-level roadmap that shows the steps required to bring the service management guidance to life in your organization.
Video | What is service management?
Service management is a concept that describes how organizations provide quality services that are a hit with customers.
In this video, Stefan Kempter explains how service management helps organizations build up a loyal, or even enthusiastic, customer base, and why the topic is getting a lot of attention these days.
5 steps to better service management: Project guide
We have created a roadmap for organizations that seek to improve their service management. It provides a high-level description of a service management implementation project that will be usable across a wide range of diverse organizations.
The example documents used in our roadmap are from "Jack's Hiking Gear", a fictitious company. We have invented Jack's to showcase how service management works in practice.
Service management FAQs
As a professional domain, service management has been maturing for decades. Today, organizations that provide services can tap into a huge body of knowledge.
There are many areas where an organization can benefit from adopting service management best practice, including better alignment of services with business, customer and user demands, best use of resources, and elimination of redundant work.
Video | Service Management Office (SMO) with Microsoft Teams and YaSM
In this new video we take a look at the concept of the service management office, and how the YaSM process model help you getting started with an SMO.
We also show you a few practical examples, of how Microsoft® Teams - a solution for collaborating and sharing content - can provide the technical platform for a virtual or distributed SMO. Teams is a powerful platform, and it's especially useful if your service management office is a virtual team whose members are in different locations.
What is YaSM? | A recorded version of the YaSM webinar
Stefan Kempter explains what the YaSM model is about. He presents the free "YaSM Wiki" and the "YaSM Process Map":
A process model with a complete set of process and document templates for organizations that want to get serious with introducing YaSM.
- Start the webinar (38 min.): Understanding YaSM service management.
Video | YaSM and ITIL 4
Translating ITIL 4 into specific service management processes is difficult for many organizations: The latest edition of the popular ITIL framework describes principles and practices and includes a huge amount of guidance, but ITIL 4 also says we should use common sense and keep things 'simple and practical'.
The YaSM model describes exemplary service management processes that follow the ITIL 4 guidance, and it provides a complete set of process templates for managing services:
Why YaSM service management may be good for your business
This article by Stephen Watts and Matthew Tracy explains how "YaSM works as a spine for a number of frameworks and is particularly useful when working with ITIL, ISO 20000, VeriSM, SIAM [...]" and others.
Learn more about the reasons why organizations find the YaSM model beneficial:
- From the BMC blog | What is YaSM? Yet Another Service Model Explained.
What are the differences between ITIL 4 and ITIL V3?
Has ITIL 4 dropped the ITIL V3 service lifecycle? Where in ITIL 4 are the ITIL processes?
Here in the YaSM Wiki we describe in detail here the new ITIL edition has added new guidance, and how the contents in ITIL 4 can be traced back to specific elements of ITIL 2011.
What is new in ITIL 4?
The current version of ITIL 4 takes a more holistic approach than previous versions, focusing on "end-to-end service management from demand to value".
Learn more about the ITIL 4 key components - the four dimensions model and the ITIL service value system (SVS).
Video | YaSM and ISO 20000
Process models and document templates for every single ISO 20000 requirement: The YaSM - ISO 20000 Bridge makes getting started with the standard a lot easier.
The process diagrams and document templates contained in the YaSM model make the huge task of designing ISO/IEC 20000 compliant processes for your organization manageable: A set of detailed diagrams relates the standard's mandatory ISO 20000 requirements to the process diagrams and checklists of the YaSM Process Map.
Is YaSM 'ITIL lite' or 'lean ITIL'?
YaSM® is definitely lighter than ITIL® (actually we decided to create the YaSM model because many of our customers looked for something lighter).
But we don't want YaSM to be confused with what is often called "ITIL lite" or "lean ITIL" because we think the existing approaches are often flawed.
Video | Introduction to the YaSM service management model
YaSM ('Yet another Service Management Model') is a streamlined and easily understood process model for service management and ISO 20000 that provides ready-to-use templates for your processes and documents.
If you are new to YaSM, start here:
Comparison: YaSM and ISO/IEC 20000
One of the objectives when creating YaSM was to provide a service management process framework which is closely aligned with ISO/IEC 20000 ('ISO 20000').
Frequently, certification according to ISO 20000 is sought because it enables organizations to prove that they are customer-oriented, efficient and effective suppliers of services. The certification can thus be used for marketing purposes, or to gain access to customers and markets which require their service suppliers to be ISO 20000 certified.
YaSM consists of a tightly focused set of processes, policies and document templates which provide a solution for every ISO 20000 requirement.
ISO 20000:2018 - New edition of the ISO 20000 standard
ISO/IEC 20000:2018 (Part 1) is a completely revised version of the international service management standard, ISO/IEC 20000:2011.
With the update of the ISO 20000 standard, new requirements have been introduced.
- What is new in ISO 20000:2018?
- What are the key differences between the latest edition of ISO 20000-1:2018 and the previous 2011 version?
- Transition periods and rules
What is VeriSM™?
VeriSM™ is aligned with the key principles of established service management frameworks and standards such as ITIL®, COBIT® and ISO 20000.
VeriSM does not seek to replace them. Instead it aims to provide the 'glue' to bring the different practices together, so organizations can adopt them in a flexible way.
What guidance is contained in this service management approach?
Video: The YaSM RACI matrix
A RACI matrix ("responsibility assignment matrix") describes the participation by various roles in completing tasks or deliverables for business processes. RACI models are especially useful in clarifying roles and responsibilities in cross-functional processes. RACI models are especially useful in clarifying roles and responsibilities in cross-functional processes.
The video shows how to use the responsibility matrix included in the YaSM® Process Map:
Video: YaSM vs. ITIL V3
YaSM is like ITIL®: The YaSM model and the ITIL framework provide advice for managing services - but YaSM is less complex and easier to understand.
In this video Stefan Kempter gives you a better understanding of the similarities and differences between YaSM and ITIL® by taking you through a couple of examples.
He shows you how we managed to create a streamlined process model that is in line with the IT Infrastructure Library® and covers all key aspects of service management best practice.
New video: Enterprise service management
In this video Stefan Kempter explores the roots of enterprise service management in IT service management (ITSM) and explains what it's all about.
And he shows how the YaSM framework helps you with introducing the enterprise service management approach in your organization.
Video series: The simple principles of good service management
Today, some 20 or 30 years after the beginnings of service management best practice, we go back to basics again and start a new series of videos about the simple principles in service management - and how to apply them in real life:
- Part 1: The customer is king
- Part 2: Vaguely defined services can't be managed
- Part 3: If you stop improving, you will fall behind
- Part 4: Don't leave customer support to luck
- Part 5: Without a strategy, you cannot take the long view
There have always been a number of time-tested, simple principles in service management that we must get right in order to become successful providers of services. In our videos we explain how you can bring these principles to bear in your organization.
What is enterprise service management?
Enterprise service management (ESM) is a growing trend in the service industry but it's not a new invention. In fact, we've been using the ideas behind ESM for decades, but mainly in the field of IT services.
If you would like to learn more about the history of enterprise service management and what it is about, head over to the following page:
The YaSM Process Map - ready-to-use service management process templates
The YaSM® Process Map is a set of process diagrams and document templates for organizations that want to get serious with introducing enterprise service management or ITSM best practice.
You can obtain the process model as a set of Visio® diagrams or as a complete ARIS™ process model. All process diagrams and documents are completely editable and can be adapted to the needs of particular organizations.
- YaSM process templates: The YaSM Process Map.
- In this short introductory video Stefan Kempter introduces the YaSM Process Map and explains the structure and contents of the YaSM process model.
BrightTALK webcast about YaSM
Did you miss our event 'Why is there a need for YaSM?' This is a recording of the BrightTALK webinar that was held on January 21, 2015.
- BrightTALK-Webcast | Watch the recording: https://www.brighttalk.com/webcast/534/138483
Launch of the free YaSM Wiki
We have been running an ITIL®-Wiki in three languages for many years and received a lot of positive feedback. So setting up the YaSM Wiki was a natural thing to do once YaSM was ready to be launched.
- Read the article: Launch of the YaSM Wiki on 1st August 2014.
Service management explained: Here we share articles and news about YaSM, streamlined service management, ITSM, process templates and the YaSM service management wiki.
 YaSM® is a registered trade mark of IT Process Maps GbR.
 ITIL® and IT Infrastructure Library® are registered trade marks of AXELOS Limited.