Service Management Processes - Revision history

Andrea at 11:01, 14 February 2025

2025-02-14T11:01:26Z

← Older revision		Revision as of 13:01, 14 February 2025
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	<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/Service-Management-Prozesse"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="210" height="54" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/>		<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/Service-Management-Prozesse"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="210" height="54" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/>
	~~<p> </p>~~

	<p><span id="md-webpage-description" itemprop="description"><b><span style="color:#465674;">Service management processes</span></b> aim to transform the service provider's resources into valuable customer services. These services are to be made available at agreed levels of quality, cost, and risk.</span><p></html>		<p><span id="md-webpage-description" itemprop="description"><b><span style="color:#465674;">Service management processes</span></b> aim to transform the service provider's resources into valuable customer services. These services are to be made available at agreed levels of quality, cost, and risk.</span><p></html>
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	<p style="word-wrap:normal;">Based on: Reference processes for enterprise service management (ESM / BSM), IT service management (ITSM) and ISO 20000 from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>		<p style="word-wrap:normal;">Based on: Reference processes for enterprise service management (ESM / BSM), IT service management (ITSM) and ISO 20000 from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>

	<p>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.<br /><br/>Trademarks: ITIL® is a registered trademark of ~~AXELOS Limited~~.</p>		<p>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.<br /><br/>Trademarks: ITIL® is a registered trademark of the PeopleCert group.</p>
	<p style="clear:both;"> </p>		<p style="clear:both;"> </p>

Andrea at 09:02, 17 October 2024

2024-10-17T09:02:51Z

Show changes

Andrea at 15:01, 30 December 2023

2023-12-30T15:01:26Z

← Older revision		Revision as of 17:01, 30 December 2023
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Stefan: Updated process name to: SP8: Ensure continuity; updated descriptions of SP1 and SP8.

2023-11-11T16:15:06Z

Updated process name to: SP8: Ensure continuity; updated descriptions of SP1 and SP8.

← Older revision		Revision as of 18:15, 11 November 2023
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	<meta itemprop="keywords" content="supporting processes" />		<meta itemprop="keywords" content="supporting processes" />
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	<meta itemprop="alternateName" content="YaSM service management system process" />		<meta itemprop="alternateName" content="YaSM service management system process" />
	<dl id="SP1"><dt itemprop="name"><a href="https://yasm.com/wiki/en/index.php/SP1:_Set_up_and_maintain_the_service_management_system" itemprop="url">SP1: Set up and maintain the service management system</a>		<dl id="SP1"><dt itemprop="name"><a href="https://yasm.com/wiki/en/index.php/SP1:_Set_up_and_maintain_the_service_management_system" itemprop="url">SP1: Set up and maintain the service management system</a>
	</dt><dd itemprop="description">Process objective: To establish, operate and continually improve the service management system (SMS). In particular, this process is responsible for managing the service management policies and processes ~~as key components of~~ the ~~SMS~~.</dd></dl>		</dt><dd itemprop="description">Process objective: To establish, operate and continually improve the service management system (SMS). In particular, this process is responsible for managing the service management policies and processes, including the resources required to support the service management processes.</dd></dl>
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	</dt><dd itemprop="description">Process objective: To ensure the security of the service provider's range of services, and to align the security needs of the service provider with those of its customers. This includes ensuring that systems and data are protected from intrusion and only accessed by authorized parties.</dd></dl>		</dt><dd itemprop="description">Process objective: To ensure the security of the service provider's range of services, and to align the security needs of the service provider with those of its customers. This includes ensuring that systems and data are protected from intrusion and only accessed by authorized parties.</dd></dl>
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	<div itemprop="hasPart" itemid="https://yasm.com/wiki/en/index.php/SP8:~~_Prepare_for_disaster_events~~" itemscope itemtype="https://schema.org/CreativeWork">		<div itemprop="hasPart" itemid="https://yasm.com/wiki/en/index.php/SP8:_Ensure_continuity" itemscope itemtype="https://schema.org/CreativeWork">
	<meta itemprop="alternateName" content="YaSM service continuity management process" />		<meta itemprop="alternateName" content="YaSM service continuity management process" />
	<dl id="SP8"><dt itemprop="name"><a href="https://yasm.com/wiki/en/index.php/SP8:~~_Prepare_for_disaster_events~~" itemprop="url">SP8: ~~Prepare for disaster events~~</a>		<dl id="SP8"><dt itemprop="name"><a href="https://yasm.com/wiki/en/index.php/SP8:_Ensure_continuity" itemprop="url">SP8: Ensure continuity</a>
	</dt><dd itemprop="description">Process objective: To ensure ~~that~~ the service provider can provide minimum agreed service levels in the case of events ~~considered disasters~~. This is achieved primarily by implementing mechanisms to prevent ~~disasters~~ from happening, and by establishing continuity plans and arrangements for the recovery of services once a ~~disaster~~ event has occurred.</dd></dl>		</dt><dd itemprop="description">Process objective: To ensure the service provider can provide minimum agreed service levels in the case of critical, disruptive events that cause great damage to the organization. This is achieved primarily by implementing mechanisms to prevent the adverse events from happening, and by establishing continuity plans and arrangements for the recovery of services once a critical event has occurred.</dd></dl>
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	<div itemprop="hasPart" itemid="https://yasm.com/wiki/en/index.php/SP9:_Ensure_compliance" itemscope itemtype="https://schema.org/CreativeWork">		<div itemprop="hasPart" itemid="https://yasm.com/wiki/en/index.php/SP9:_Ensure_compliance" itemscope itemtype="https://schema.org/CreativeWork">
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Andrea at 09:12, 23 June 2022

2022-06-23T09:12:56Z

← Older revision		Revision as of 11:12, 23 June 2022
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	<itpmch><title>Service Management Processes \| YaSM ~~Service Management~~ Wiki</title>		<itpmch><title>Service Management Processes \| YaSM Wiki</title>
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	<p style="word-wrap:normal;">Based on: Reference processes for enterprise service management (ESM / BSM), IT service management (ITSM) and ISO 20000 from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>		<p style="word-wrap:normal;">Based on: Reference processes for enterprise service management (ESM / BSM), IT service management (ITSM) and ISO 20000 from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>

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Andrea at 17:32, 2 October 2021

2021-10-02T17:32:40Z

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	<span itemid="https://yasm.com/wiki/en/index.php/Service_Management_Processes#service-management-processes" itemscope="itemscope" itemtype="https://schema.org/CreativeWork" itemref="md-service-management-process-structure-description"><!-- define schema.org/CreativeWork -->		<span itemid="https://yasm.com/wiki/en/index.php/Service_Management_Processes#service-management-processes" itemscope="itemscope" itemtype="https://schema.org/CreativeWork" itemref="md-service-management-process-structure-description"><!-- define schema.org/CreativeWork -->
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Andrea at 10:49, 13 June 2020

2020-06-13T10:49:45Z

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Andrea at 16:44, 30 September 2019

2019-09-30T16:44:22Z

← Older revision		Revision as of 18:44, 30 September 2019
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	<p> </p>		<p> </p>

	==<span id="~~comparison-yasm-itil-prozesse~~">Comparison: YaSM and ~~ITIL~~ processes</span>==		==<span id="Comparison:_YaSM_and_ITIL_processes">Comparison: YaSM vs ITIL practices and processes</span>==

	~~Those~~ familiar with [https://wiki.en.it-~~processmaps~~.com/index.php/~~Main_Page~~ ITIL&~~reg~~;~~] will~~ recognize the similarity between the YaSM process structure and the service lifecycle introduced with ITIL V3 - but also the differences ~~(see also~~: ~~"[[YaSM and ITIL V3\|How YaSM relates to ITIL V3]]").~~		<html>YaSM and <a href="https://yasm.com/wiki/en/index.php/ITIL" title="ITIL (IT Infrastructure Library)">ITIL</a><sup><small>®</small></sup> have common roots and share the same principles, so users familiar with ITIL will find the YaSM processes easy to read.</p>
			<p> </p>

			<p style="font-size: 115%;">ITIL 4</p>

			<p><a href="https://yasm.com/wiki/en/index.php/ITIL#ITIL_4" title="ITIL 4 ('ITIL 4')">ITIL 4</a> describes a service value system and service management practices. It is not prescriptive about processes, but service providers that wish to follow the guidance in ITIL V4 ultimately need to translate that guidance into clear-cut processes.</p>

			<p><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL" title="Comparison: ITIL (ITIL V4) and YaSM">YaSM is well aligned with ITIL 4</a> and the YaSM service management processes are a good starting point for organizations that seek to adopt this latest edition of ITIL. For a detailed comparison of the YaSM processes model and the various ITIL 4 components, see</p>
			<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 18px;">
			<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL" title="ITIL (ITIL V4) practices vs. YaSM service management processes">YaSM vs ITIL 4</a></li></ul>
			<p> </p>

			<p style="font-size: 115%;">ITIL V3</p>

			<p>Those who are trained in the earlier edition of <a href="https://yasm.com/wiki/en/index.php/ITIL#ITIL_V3" title="ITIL V3 (ITIL 2011)">ITIL V3</a> will recognize the similarity between the YaSM process structure and the service lifecycle introduced with ITIL V3 - but also the differences:</p>

	~~We chose to arrange~~ a ~~set of [[#Supporting_processes\|supporting processes]]~~ "~~underneath~~" ~~the [[#Service_lifecycle_processes\|lifecycle processes]] because this makes the whole process structure~~ a ~~lot easier to understand:~~		<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 18px;">
			<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL_V3" title="ITIL V3 vs. YaSM service management">YaSM vs ITIL V3</a></li></ul></html>

	~~Some of~~ the ~~complexity in ITIL V3 results from the fact that ITIL places every process in one of~~ [~~https://wiki.en.it-processmaps.com/index.php/ITIL_Processes~~#~~ITIL_Processes_according_to_ITIL_2011 five service~~ lifecycle ~~stages~~]~~. Configuration management, for instance, is part of~~ the service transition stage. But configuration management activities take place at various points across the service lifecycle, and configuration information is needed as an input for virtually every ITIL process~~. It is thus more straightforward and intuitive~~ to ~~treat the management of configuration information as a "supporting" process outside the service lifecycle~~.		In the YaSM model, we chose to arrange a set of [[#Supporting_processes\|supporting processes]] "underneath" the [[#Service_lifecycle_processes\|lifecycle processes]] because this makes the whole process structure easier to understand.

			<html>Some of the complexity in ITIL V3 results from the fact that ITIL places every process in one of <a class="external text" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Processes#ITIL_Processes_according_to_ITIL_V3" title="ITIL Processes (ITIL V3)\| IT Process Wiki - the ITIL® Wiki">five service lifecycle stages</a>: Configuration management, for instance, is part of the service transition stage. But configuration management activities take place at various points across the service lifecycle, and configuration information is needed as an input for virtually every ITIL process. It is thus more straightforward and intuitive to define the management of configuration information as a "supporting" process outside the service lifecycle.</html>
	<p> </p>		<p> </p>

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	<meta itemprop="datePublished" content="2014-08-03" />		<meta itemprop="datePublished" content="2014-08-03" />
	<meta itemprop="dateModified" content="2019-03-02" />		<meta itemprop="dateModified" content="2019-09-30" />
	<link itemprop="primaryImageOfPage" href="https://yasm.com/wiki/en/img/yasm-structure/Yasm-processes.jpg" />		<link itemprop="primaryImageOfPage" href="https://yasm.com/wiki/en/img/yasm-structure/Yasm-processes.jpg" />
	<span itemid="https://yasm.com/wiki/en/index.php/Service_Management_Processes#service-management-processes" itemscope="itemscope" itemtype="https://schema.org/CreativeWork" itemref="md-service-management-process-structure-description"><!-- define schema.org/CreativeWork -->		<span itemid="https://yasm.com/wiki/en/index.php/Service_Management_Processes#service-management-processes" itemscope="itemscope" itemtype="https://schema.org/CreativeWork" itemref="md-service-management-process-structure-description"><!-- define schema.org/CreativeWork -->
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	<link itemprop="citation" href="https://yasm.com/wiki/de/index.php/Service-Management-Prozesse" />		<link itemprop="citation" href="https://yasm.com/wiki/de/index.php/Service-Management-Prozesse" />
	<meta itemprop="mentions" content="https://wiki.en.it-processmaps.com/index.php/ITIL_Processes#~~ITIL_Processes_according_to_ITIL_2011~~" />		<meta itemprop="mentions" content="https://wiki.en.it-processmaps.com/index.php/ITIL_Processes#ITIL_Processes_according_to_ITIL_V3" />
	<link itemprop="publisher" href="https://yasm.com/en/#YaSMBrand" />		<link itemprop="publisher" href="https://yasm.com/en/#YaSMBrand" />
	<link itemprop="copyrightHolder creator" href="https://yasm.com/en/contact#ITProcessMapsOrg" />		<link itemprop="copyrightHolder creator" href="https://yasm.com/en/contact#ITProcessMapsOrg" />

Andrea at 17:28, 28 March 2019

2019-03-28T17:28:39Z

← Older revision		Revision as of 19:28, 28 March 2019
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	==<span id="comparison-yasm-itil-prozesse">Comparison: YaSM and ITIL processes</span>==		==<span id="comparison-yasm-itil-prozesse">Comparison: YaSM and ITIL processes</span>==

	Those familiar with [https://wiki.en.it-processmaps.com/index.php/Main_Page ITIL®] will recognize the similarity between the YaSM process structure and the service lifecycle introduced with ITIL v3 - but also the differences (see also: "[[YaSM and ITIL\|How YaSM relates to ITIL]]").		Those familiar with [https://wiki.en.it-processmaps.com/index.php/Main_Page ITIL®] will recognize the similarity between the YaSM process structure and the service lifecycle introduced with ITIL V3 - but also the differences (see also: "[[YaSM and ITIL V3\|How YaSM relates to ITIL V3]]").

	We chose to arrange a set of [[#Supporting_processes\|supporting processes]] "underneath" the [[#Service_lifecycle_processes\|lifecycle processes]] because this makes the whole process structure a lot easier to understand:		We chose to arrange a set of [[#Supporting_processes\|supporting processes]] "underneath" the [[#Service_lifecycle_processes\|lifecycle processes]] because this makes the whole process structure a lot easier to understand:

	Some of the complexity in ITIL results from the fact that ITIL places every process in one of [https://wiki.en.it-processmaps.com/index.php/ITIL_Processes#ITIL_Processes_according_to_ITIL_2011 five service lifecycle stages]. Configuration management, for instance, is part of the service transition stage. But configuration management activities take place at various points across the service lifecycle, and configuration information is needed as an input for virtually every ITIL process. It is thus more straightforward and intuitive to treat the management of configuration information as a "supporting" process outside the service lifecycle.		Some of the complexity in ITIL V3 results from the fact that ITIL places every process in one of [https://wiki.en.it-processmaps.com/index.php/ITIL_Processes#ITIL_Processes_according_to_ITIL_2011 five service lifecycle stages]. Configuration management, for instance, is part of the service transition stage. But configuration management activities take place at various points across the service lifecycle, and configuration information is needed as an input for virtually every ITIL process. It is thus more straightforward and intuitive to treat the management of configuration information as a "supporting" process outside the service lifecycle.

	<p> </p>		<p> </p>
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	<p>Based on: Reference processes for enterprise service management (ESM / BSM), IT service management (ITSM) and ISO 20000 from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>		<p>Based on: Reference processes for enterprise service management (ESM / BSM), IT service management (ITSM) and ISO 20000 from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>

	<p>By:  Stefan Kempter <a ~~rel="author"~~ href="https://~~plus~~.~~google~~.com/~~111925560448291102517~~/~~about~~"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/~~google~~.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on ~~Google+~~" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://~~plus~~.~~google~~.com/~~113316270668629760475~~/~~about~~"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/~~google~~.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on ~~Google+~~" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.<br /><br/>Trademarks: ITIL® is a registered trademark of AXELOS Limited.</p>		<p>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.<br /><br/>Trademarks: ITIL® is a registered trademark of AXELOS Limited.</p>

	<p style="clear:both;"> </p>		<p style="clear:both;"> </p>

Andrea at 17:17, 2 March 2019

2019-03-02T17:17:20Z

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