Service Management Project - Roadmap - Revision history

Andrea at 15:39, 31 March 2025

2025-03-31T15:39:52Z

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	<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/Service-Management-Projekt_-_Roadmap"><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>		<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/Service-Management-Projekt_-_Roadmap"><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>
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Andrea at 10:28, 22 October 2024

2024-10-22T10:28:59Z

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Andrea at 15:50, 30 December 2023

2023-12-30T15:50:44Z

← Older revision		Revision as of 17:50, 30 December 2023
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	<meta itemprop="keywords" content="service management implementation" />		<meta itemprop="keywords" content="service management implementation" />
	<meta itemprop="keywords" content="service management steps" />		<meta itemprop="keywords" content="service management steps" />
	<img itemprop="thumbnailUrl" style="margin:5px 0px 20px 20px; float:right;" src="https://yasm.com/wiki/en/img/yasm-project/Yasm-implementation-thumb.jpg" width="400" height="300" title="Service management implementation. - Project guide" alt="~~Roadmap:~~ How to implement service management? - Project guide in 5 steps." /></a></div><p></html>		<img itemprop="thumbnailUrl" style="margin:5px 0px 20px 20px; float:right;" src="https://yasm.com/wiki/en/img/yasm-project/Yasm-implementation-thumb.jpg" width="400" height="300" title="Service management implementation. - Project guide" alt="How to implement service management? - Project guide in 5 steps: 1. Set up the SMO (service management office), 2. Establish the service portfolio, 3. Define and implement processes, 4. Design and implement services, 5. Provide and manage services." /></a></div><p></html>
	<span style="word-wrap:normal;" id="md-webpage-description" itemprop="description">Here we present a roadmap for organizations that seek to improve their [[Service Management\|service management]]. The roadmap describes the key steps of setting up and executing a service management implementation project.</span>		<span style="word-wrap:normal;" id="md-webpage-description" itemprop="description">Here we present a roadmap for organizations that seek to improve their [[Service Management\|service management]]. The roadmap describes the key steps of setting up and executing a service management implementation project.</span>

Andrea at 14:20, 24 August 2022

2022-08-24T14:20:59Z

Andrea at 12:28, 24 June 2022

2022-06-24T12:28:08Z

← Older revision		Revision as of 14:28, 24 June 2022
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	<itpmch><title>Service Management Project - Roadmap \| YaSM ~~Service Management~~ Wiki</title>		<itpmch><title>Service Management Project - Roadmap \| YaSM Wiki</title>
	<meta name="keywords" content="service management project, service management implementation, service management roadmap, service management steps" />		<meta name="keywords" content="service management project, service management implementation, service management roadmap, service management steps" />
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	<p> </p>		<p> </p>

	<html><a href="https://yasm.com/en/videos/service-management-implementation-project-howto" ><img src="https://yasm.com/en/content/videos/service-management-implementation-project-howto/service-management-implementation-howto-video.jpg" width="400" height="225" class="thumbimage" alt="Video: Where to start with Service Management? Service management implementation roadmap in steps." title="Watch the video: Where to start with Service Management?" style="display: block; float: right; margin-right: 10px; margin-bottom: 10px; margin-left: 30px" /></a>		<html><a href="https://yasm.com/en/videos/service-management-implementation-project-howto" ><img src="https://yasm.com/en/content/videos/service-management-implementation-project-howto/480px/service-management-implementation-howto-video.jpg" width="400" height="225" class="thumbimage" alt="Video: Where to start with Service Management? Service management implementation roadmap in steps." title="Watch the video: Where to start with Service Management?" style="display: block; float: right; margin-right: 10px; margin-bottom: 10px; margin-left: 30px" /></a>
	<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 15px;">		<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 15px;">
	<li style="word-wrap:normal;">Video: "<a href="https://yasm.com/en/videos/service-management-implementation-project-howto">Where to start with service management?</a>" (12:05 min.)</li></ul>		<li style="word-wrap:normal;">Video: "<a href="https://yasm.com/en/videos/service-management-implementation-project-howto">Where to start with service management?</a>" (12:05 min.)</li></ul>
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	<img itemprop="thumbnailUrl" style="margin:0px 0px 10px 20px; float:right;" src="https://yasm.com/wiki/en/img/service-management-project/480px/service-portfolio.jpg" width="400" height="400" title="Service portfolio: Example" alt="Service portfolio: Example. The service portfolio provides an overview of all services managed by the service provider." /></a>		<img itemprop="thumbnailUrl" style="margin:0px 0px 10px 20px; float:right;" src="https://yasm.com/wiki/en/img/service-management-project/480px/service-portfolio.jpg" width="400" height="400" title="Service portfolio: Example" alt="Service portfolio: Example. The service portfolio provides an overview of all services managed by the service provider." /></a>
	<div class="thumbcaption" style="margin:0px 0px 20px 20px;"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 2: The service portfolio</b></span><br />The core repository for information about services</br>in the organization</span></div></div></div></html>		<div class="thumbcaption" style="margin:0px 0px 20px 20px;"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 2: The service portfolio</b></span><br />The core repository for information about services</br>in the organization</span></div></div></div></html>
	<span style="word-wrap:normal;">Unfortunately, many service providers often do not understand the range and value of services they provide. But here are some tips for creating the initial [[Service_Portfolio,_Service_Definitions_and_Service_Catalogs#The_service_portfolio\|service portfolio]]:		<span style="word-wrap:normal;">Unfortunately, many service providers often do not understand the range and value of services they provide. But here are some tips for creating the initial [[Service_Portfolio,_Service_Definitions_and_Service_Catalogs#The_service_portfolio\|service portfolio]]:</span>
	* Assess customer-facing activities and determine if some of those activities would benefit from being set up as properly managed services.		* Assess customer-facing activities and determine if some of those activities would benefit from being set up as properly managed services.
	* Map out customer journeys to work out which services are needed to create the perfect customer experience,		* Map out customer journeys to work out which services are needed to create the perfect customer experience,
	* Identify candidates for services among business processes, such as HR processes that can be streamlined and converted to shared services.~~</span>~~		* Identify candidates for services among business processes, such as HR processes that can be streamlined and converted to shared services.

	<html>From a technical perspective, there are many ways of setting up a service portfolio, for example</p>		<html>From a technical perspective, there are many ways of setting up a service portfolio, for example</p>
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	<img itemprop="thumbnailUrl" style="margin:0px 0px 10px 20px; float:right;" src="https://yasm.com/wiki/en/img/service-management-project/480px/service-quality-report.jpg" width="400" height="300" title="Service quality report: Example" alt="Service quality report: Example. This document reports on the service levels achieved in relation to agreed targets." /></a>		<img itemprop="thumbnailUrl" style="margin:0px 0px 10px 20px; float:right;" src="https://yasm.com/wiki/en/img/service-management-project/480px/service-quality-report.jpg" width="400" height="300" title="Service quality report: Example" alt="Service quality report: Example. This document reports on the service levels achieved in relation to agreed targets." /></a>
	<div class="thumbcaption" style="margin:0px 0px 20px 20px;"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 8: Service quality report</b></span><br />Example of HR service: Employee recruiting</span></div></div></div></html>		<div class="thumbcaption" style="margin:0px 0px 20px 20px;"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 8: Service quality report</b></span><br />Example of HR service: Employee recruiting</span></div></div></div></html>
	<span style="word-wrap:normal;">Now that the services are operational and ready to be used by customers, you need to ensure that those new or modified services will be provided as promised and meet all of their agreed targets. This includes service operation activities such as		<span style="word-wrap:normal;">Now that the services are operational and ready to be used by customers, you need to ensure that those new or modified services will be provided as promised and meet all of their agreed targets.</span> This includes service operation activities such as
	* monitoring services		* monitoring services
	* resolving service incidents and service requests		* resolving service incidents and service requests
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Andrea at 13:20, 7 October 2021

2021-10-07T13:20:52Z

← Older revision		Revision as of 15:20, 7 October 2021
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	<p> </p>		<p> </p>

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Andrea at 16:51, 7 March 2021

2021-03-07T16:51:17Z

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Andrea: Andrea moved page YaSM Implementation with Process Templates to Service Management Project - Roadmap

2021-03-07T16:42:46Z

Andrea moved page YaSM Implementation with Process Templates to Service Management Project - Roadmap

← Older revision	Revision as of 18:42, 7 March 2021
(No difference)

Andrea at 09:57, 24 April 2020

2020-04-24T09:57:45Z

Andrea at 17:42, 28 March 2019

2019-03-28T17:42:28Z

← Older revision		Revision as of 19:42, 28 March 2019
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	<p>→ Proceed to the project guide: "<a href="https://yasm.com/wiki/en/index.php/YaSM_Project_Guide_in_5_Steps" title="Project guide: Service management implementation based on process templates.">How to implement service management in 5 steps</a>".		<p>→ Proceed to the project guide: "<a href="https://yasm.com/wiki/en/index.php/YaSM_Project_Guide_in_5_Steps" title="Project guide: Service management implementation based on process templates.">How to implement service management in 5 steps</a>".
	<br style="clear:both;"/></html>		<br style="clear:both;"/></html>

	~~<p> </p>~~

	~~==Related articles==~~

	<html><a href="https://yasm.com/en/blog/evil-itsm-process-templates"><img src="https://yasm.com/en/content/blog/141005-evil-itsm-process-templates/img-180x110.jpg" alt="ITSM, ITIL or YaSM process templates - are they evil stuff?" style="display: block; float: left; margin-right: 10px"/></a>
	~~<div style="margin-left: 30%; color:#636363">~~
	~~<p style="margin-top: 0;"><a href="https://yasm.com/en/blog/evil-itsm-process-templates">Beware of evil process templates</a></p>~~
	~~<p><small>by: Stefan Kempter</small></p>~~
	~~<p>Are process templates evil stuff? Maybe they can be, but it all depends on how they are used. <a href="https://yasm.com/en/blog/evil-itsm-process-templates">[...]</a></p></div><p>~~
	~~</html>~~

	<p> </p>		<p> </p>
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	== Notes ==		== Notes ==

	<html>By:  Andrea Kempter <a rel="author" 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="Author: Andrea Kempter, IT Process Maps GbR" /></a>  and  Stefan Kempter <a 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="Contributor: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.		<html>By:  Andrea Kempter <a rel="author" 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="Author: Andrea Kempter, IT Process Maps GbR" /></a>  and  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="Contributor: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.

	<p> </p>		<p> </p>

← Older revision		Revision as of 16:20, 24 August 2022
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	<html><a href="https://yasm.com/en/videos/service-management-implementation-project-howto" ><img src="https://yasm.com/en/content/videos/service-management-implementation-project-howto/480px/service-management-implementation-howto-video.jpg" width="400" height="225" class="thumbimage" alt="Video: Where to start with Service Management? Service management implementation roadmap in steps." title="Watch the video: Where to start with Service Management?" style="display: block; float: right; margin-right: ~~10px~~; margin-bottom: 10px; margin-left: 30px" /></a>		<html><a href="https://yasm.com/en/videos/service-management-implementation-project-howto" ><img src="https://yasm.com/en/content/videos/service-management-implementation-project-howto/480px/service-management-implementation-howto-video.jpg" width="400" height="225" class="thumbimage" alt="Video: Where to start with Service Management? Service management implementation roadmap in steps." title="Watch the video: Where to start with Service Management?" style="display: block; float: right; margin-right: 0px; margin-bottom: 10px; margin-left: 30px" /></a>
	<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 15px;">		<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 15px;">
	<li style="word-wrap:normal;">Video: "<a href="https://yasm.com/en/videos/service-management-implementation-project-howto">Where to start with service management?</a>" (12:05 min.)</li></ul>		<li style="word-wrap:normal;">Video: "<a href="https://yasm.com/en/videos/service-management-implementation-project-howto">Where to start with service management?</a>" (12:05 min.)</li></ul>
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	<meta itemprop="keywords" content="service management office" />		<meta itemprop="keywords" content="service management office" />
	<meta itemprop="keywords" content="service management coordination" />		<meta itemprop="keywords" content="service management coordination" />
	<img style="margin:0px 0px 10px 20px; float:right;" src="https://yasm.com/wiki/en/img/service-management-project/480px/service-management-office-project-benefits.jpg" width="400" height="400" title="Service management office" alt="Establishing a service management office (SMO) is perfect for overseeing service management initiatives." /></a>		<img itemprop="thumbnailUrl" style="margin:0px 0px 10px 20px; float:right;" src="https://yasm.com/wiki/en/img/service-management-project/480px/service-management-office-project-benefits.jpg" width="400" height="400" title="Service management office" alt="Establishing a service management office (SMO) is perfect for overseeing service management initiatives." /></a>
	<div class="thumbcaption" style="margin:0px 0px 20px 20px;"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: The service management office (SMO)</b></span><br />coordinates all service management activities<br />in the organization</span></div></div></div></html>		<div class="thumbcaption" style="margin:0px 0px 20px 20px;"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: The service management office (SMO)</b></span><br />coordinates all service management activities<br />in the organization</span></div></div></div></html>
	<span style="word-wrap:normal;">Every service management journey should begin with identifying the individual or team who is in charge of the whole effort, and many organizations have found that establishing a service management office (SMO) is perfect for overseeing service management initiatives.</span>		<span style="word-wrap:normal;">Every service management journey should begin with identifying the individual or team who is in charge of the whole effort, and many organizations have found that establishing a service management office (SMO) is perfect for overseeing service management initiatives.</span>
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			<meta itemprop="dateCreated" content="2022-08-24" />
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	<meta itemprop="keywords" content="service management flowchart" />		<meta itemprop="keywords" content="service management flowchart" />
	<meta itemprop="keywords" content="service management flowchart diagram" />		<meta itemprop="keywords" content="service management flowchart diagram" />
	<meta itemprop="keywords" content="yasm process flows" />		<meta itemprop="keywords" content="yasm process flows" />
	<img style="margin:0px 0px 10px 20px; float:right;" src="https://yasm.com/wiki/en/img/yasm-project/Yasm-flowchart-diagram.jpg" width="400" height="400" title="YaSM flowchart diagram" alt="YaSM flowchart diagrams describe the activities in the service management processes." /></a>		<img itemprop="thumbnailUrl" style="margin:0px 0px 10px 20px; float:right;" src="https://yasm.com/wiki/en/img/yasm-project/480px/Yasm-flowchart-diagram.jpg" width="400" height="400" title="YaSM flowchart diagram" alt="YaSM flowchart diagrams describe the activities in the service management processes." /></a>
	<div class="thumbcaption" style="margin:0px 0px 20px 20px;"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 4: Flowchart diagram</b></span><br />Flowchart diagrams describe the service management<br />process activities</span></div></div></div>		<div class="thumbcaption" style="margin:0px 0px 20px 20px;"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 4: Flowchart diagram</b></span><br />Flowchart diagrams describe the service management<br />process activities</span></div></div></div>
	<p style="word-wrap:normal;">Processes are often documented in the form of flowchart diagrams (<a href="https://yasm.com/wiki/en/img/yasm-project/Yasm-flowchart-diagram.jpg" title="Fig. 4: YaSM flowchart diagram (original size)">fig. 4</a>). These should provide a clear idea of the required activities and their sequential order, without going into unnecessary detail. The diagrams will also specify the roles responsible for executing the activities.</html>		<p style="word-wrap:normal;">Processes are often documented in the form of flowchart diagrams (<a href="https://yasm.com/wiki/en/img/yasm-project/Yasm-flowchart-diagram.jpg" title="Fig. 4: YaSM flowchart diagram (original size)">fig. 4</a>). These should provide a clear idea of the required activities and their sequential order, without going into unnecessary detail. The diagrams will also specify the roles responsible for executing the activities.</html>
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	==<span id="service-management-stages">Introducing YaSM in stages</span>==		==<span id="service-management-stages">Introducing YaSM in stages</span>==

	Rather than introducing the full set of YaSM service management processes at once, most organizations will start with a subset.		Rather than introducing the full set of YaSM [[Service Management Processes\|service management processes]] at once, most organizations will start with a subset.

	This approach is entirely possible because YaSM is not a standard but a set of recommendations. Users of the YaSM ~~framework~~ are free to adapt the recommendations to their needs and to implement only those parts which deliver the most benefits.		This approach is entirely possible because YaSM is not a standard but a set of recommendations. Users of the YaSM service management model are free to adapt the recommendations to their needs and to implement only those parts which deliver the most benefits.

	<p> </p>		<p> </p>
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	<a href="https://yasm.com/wiki/en/index.php/YaSM_Project_Guide_in_5_Steps" title="Project guide: Service management implementation based on process templates.">		<a href="https://yasm.com/wiki/en/index.php/YaSM_Project_Guide_in_5_Steps" title="Project guide: Service management implementation based on process templates.">
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	<span itemprop="name">~~YaSM process templates~~</span></a>		<span itemprop="name">Processes first</span></a>
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	<span itemprop="name">~~Introduction~~ in stages</span></a>		<span itemprop="name">Introducing YaSM in stages</span></a>
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