YaSM Glossary - Revision history

Andrea at 13:53, 14 March 2025

2025-03-14T13:53:00Z

← Older revision		Revision as of 15:53, 14 March 2025
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	<meta name="description" content="All terms and definitions related to service management: The YaSM® service management glossary contains definitions or short descriptions of the YaSM data objects or key terms in enterprise service management, business service management, ITSM and ISO 20000 in alphabetical order." />		<meta name="description" content="All terms and definitions related to service management: The YaSM® service management glossary contains definitions or short descriptions of the YaSM data objects or key terms in enterprise service management, business service management, ITSM and ISO 20000 in alphabetical order." />
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	<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/YaSM-Glossar"><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/YaSM-Glossar"><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>~~

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	<span id="YaSM-trademark">[1] YaSM® is a registered trade mark of IT Process Maps GbR.</span><br />		<span id="YaSM-trademark">[1] YaSM® is a registered trade mark of IT Process Maps GbR.</span><br />
	<span id="ITIL">[2] ITIL® ~~is a registered trade mark of AXELOS Limited. -~~ IT Infrastructure Library® ~~is a~~ registered ~~trade mark~~ of ~~AXELOS Limited~~.</span><br />		<span id="ITIL">[2] ITIL® and IT Infrastructure Library® are registered trademarks of the PeopleCert group.</span><br />
	<span id="Cabinet-Office">[3] © Crown copyright 2011. Reproduced with permission from the Cabinet Office.</span><br />		<span id="Cabinet-Office">[3] © Crown copyright 2011. Reproduced with permission from the Cabinet Office.</span><br />

Andrea at 09:47, 16 August 2024

2024-08-16T09:47:10Z

← Older revision		Revision as of 11:47, 16 August 2024
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	<link href="https://plus.google.com/104150539756444616711/posts" rel="publisher" />		<link href="https://plus.google.com/104150539756444616711/posts" rel="publisher" />
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	<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/YaSM-Glossar"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="~~140~~" height="36" 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/YaSM-Glossar"><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> </p>

	~~<div style="float:right;">~~<div itemid="https://yasm.com/wiki/en/img/yasm-terms/Yasm-glossary.jpg" itemscope itemtype="https://schema.org/ImageObject">		<div itemid="https://yasm.com/wiki/en/img/yasm-terms/Yasm-glossary.jpg" itemscope itemtype="https://schema.org/ImageObject">
	~~<a href="https://yasm.com/wiki/en/img/yasm-terms/Yasm-glossary.jpg" title="All terms and definitions related to YaSM service management" itemprop="contentUrl~~">
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	<meta itemprop="keywords" content="service management glossary" />		<meta itemprop="keywords" content="service management glossary" />
	<meta itemprop="keywords" content="yasm glossary" />		<meta itemprop="keywords" content="yasm glossary" />
	<~~img style~~="~~margin~~:~~0px 0px 15px 20px; float~~:~~right;~~" srcset="https://yasm.com/wiki/en/img/yasm-terms/480px/Yasm-glossary.jpg 480w, https://yasm.com/wiki/en/img/yasm-terms/Yasm-glossary.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-terms/Yasm-glossary.jpg" width="480" height="360" ~~title~~="~~Terms and definitions related to YaSM service management.~~" alt="YaSM service management glossary terms and definitions related to YaSM, enterprise service management (ESM), business service management (BSM), IT service management (ITSM) and ISO 20000." /></a>		<figure class="mw-halign-right" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-terms/Yasm-glossary.jpg" title="All terms and definitions related to YaSM service management"><img srcset="https://yasm.com/wiki/en/img/yasm-terms/480px/Yasm-glossary.jpg 480w, https://yasm.com/wiki/en/img/yasm-terms/Yasm-glossary.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-terms/Yasm-glossary.jpg" fetchpriority="high" decoding="async" width="480" height="360" class="mw-file-element" alt="YaSM service management glossary terms and definitions related to YaSM, enterprise service management (ESM), business service management (BSM), IT service management (ITSM) and ISO 20000." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/de/img/yasm-begriffe/Yasm-glossar.jpg" title="Terms and definitions related to YaSM service management.">Service management glossary</a></b><br />All terms and definitions related to YaSM service management.</span></figcaption></figure></div></html>
	<~~div class="thumbcaption" style="margin:5px 0px 20px 20px"~~><span style="font-variant:small-caps;"><b>Fig. 1: Service management glossary</b></~~span~~><br />All terms and definitions related to YaSM service management.</~~div~~></~~div~~></div></html>

	~~<span style="word-wrap:normal;">~~<span id="md-webpage-description" itemprop="description">All~~ ~~terms~~ ~~and definitions related to service management:<br /><br/>The ~~<i>~~YaSM® service management glossary</i> contains definitions or short descriptions of the ~~<i>~~YaSM data objects~~</i>~~ or key terms in ~~<i>~~enterprise service management and ~~ITSM</i>~~ in alphabetical order.~~</span>~~</span>		<span id="md-webpage-description" itemprop="description">All terms and definitions related to service management:<br /><br/>The YaSM® <b><span style="color:#465674;">service management glossary</span></b> contains definitions or short descriptions of the YaSM data objects or key terms in enterprise service management, business service management, ITSM, and ISO 20000 in alphabetical order.</span>

	* Related contents of this YaSM wiki, like [[Service Management Processes\|YaSM process definitions]] and [[YaSM_Roles\|role descriptions]] can be reached via links.		* Related contents of this YaSM wiki, like [[Service Management Processes\|YaSM process definitions]] and [[YaSM_Roles\|role descriptions]] can be reached via links.
	* On another page you can find the complete [[YaSM_Data_Model\|YaSM data object model]] - a graphical overview of the YaSM data objects and their key interrelationships.		* On another page you can find the complete [[YaSM_Data_Model\|YaSM data object model]] - a graphical overview of the YaSM data objects and their key interrelationships.
	<~~p>&nbsp~~;</p>		<br style="clear:both;"/>

	<html>In addition to the glossary, the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM® Process Map">YaSM® Process Map</a> contains a set of "<a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" title="Service management templates and checklists">service management checklists</a>":</html>		<html>In addition to the glossary, the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM® Process Map">YaSM® Process Map</a> contains a set of "<a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" title="Service management templates and checklists">service management checklists</a>":</html>
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	~~<p> </p>~~

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	<a itemprop="item" href="https://yasm.com/wiki/en/index.php/YaSM_Glossary#~~all~~"> <span itemprop="name">~~Glossary Terms A~~-Z</span></a>		<a itemprop="item" href="https://yasm.com/wiki/de/index.php/YaSM_Glossary#YaSM-terms-S"> <span itemprop="name">YaSM-Begriffe S</span></a>
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Andrea at 15:38, 30 December 2023

2023-12-30T15:38:22Z

← Older revision		Revision as of 17:38, 30 December 2023
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	</itpmch>		</itpmch>

Stefan: Updated process name to: SP8: Ensure continuity; replaced the term disaster with critical event in process definitions, data object names and definitions, etc.

2023-11-13T10:34:36Z

Updated process name to: SP8: Ensure continuity; replaced the term disaster with critical event in process definitions, data object names and definitions, etc.

Show changes

Andrea at 15:25, 24 October 2023

2023-10-24T15:25:11Z

Show changes

Andrea at 10:16, 5 June 2023

2023-06-05T10:16:51Z

Andrea at 15:33, 19 November 2022

2022-11-19T15:33:30Z

← Older revision		Revision as of 17:33, 19 November 2022
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	<meta property="og:title" content="YaSM Service Management Glossary \| YaSM Service Management Wiki" />		<meta property="og:title" content="YaSM Service Management Glossary \| YaSM Service Management Wiki" />
	<meta property="og:description" content="All terms and definitions related to service management: The YaSM® service management glossary contains definitions or short descriptions of the YaSM data objects or key terms in enterprise service management, business service management, ITSM and ISO 20000 in alphabetical order." />		<meta property="og:description" content="All terms and definitions related to service management: The YaSM® service management glossary contains definitions or short descriptions of the YaSM data objects or key terms in enterprise service management, business service management, ITSM and ISO 20000 in alphabetical order." />
	<meta property="og:site_name" content="YaSM">		<meta property="og:site_name" content="YaSM Service Management">
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	<div itemscope itemtype="https://schema.org/ImageObject">		<div style="float:right;"><div itemid="https://yasm.com/wiki/en/img/yasm-terms/Yasm-glossary.jpg" itemscope itemtype="https://schema.org/ImageObject">
	<a href="https://yasm.com/wiki/en/img/yasm-terms/Yasm-glossary.jpg" title="All terms and definitions related to YaSM service management" itemprop="contentUrl">		<a href="https://yasm.com/wiki/en/img/yasm-terms/Yasm-glossary.jpg" title="All terms and definitions related to YaSM service management" itemprop="contentUrl">
	<img style="margin:5px 0px 30px 30px; float:right;" src="https://yasm.com/wiki/en/img/yasm-terms/Yasm-glossary.jpg" width="480" height="360" title="Terms and definitions related to YaSM service management." alt="YaSM service management glossary terms and definitions related to YaSM, enterprise service management (ESM), business service management (BSM), IT service managementt (ITSM) and ISO 20000." />
	<meta itemprop="caption" content="All terms and definitions related to YaSM service management." />		<meta itemprop="caption" content="All terms and definitions related to YaSM service management." />
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	<meta itemprop="keywords" content="yasm glossary" /></a></div>		<meta itemprop="keywords" content="yasm glossary" />
			<img style="margin:0px 0px 15px 20px; float:right;" srcset="https://yasm.com/wiki/en/img/yasm-terms/480px/Yasm-glossary.jpg 480w, https://yasm.com/wiki/en/img/yasm-terms/Yasm-glossary.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-terms/Yasm-glossary.jpg" width="480" height="360" title="Terms and definitions related to YaSM service management." alt="YaSM service management glossary terms and definitions related to YaSM, enterprise service management (ESM), business service management (BSM), IT service management (ITSM) and ISO 20000." /></a>
			<div class="thumbcaption" style="margin:5px 0px 20px 20px"><span style="font-variant:small-caps;"><b>Fig. 1: Service management glossary</b></span><br />All terms and definitions related to YaSM service management.</div></div></div></html>

	<p style="word-wrap:normal;"><span id="md-webpage-description" itemprop="description">All terms and definitions related to service management:<br /><br/>The <i>YaSM® service management glossary</i> contains definitions or short descriptions of the <i>YaSM data objects</i> or key terms in <i>enterprise service management and ITSM</i> in alphabetical order.</span></p>		<span style="word-wrap:normal;"><span id="md-webpage-description" itemprop="description">All terms and definitions related to service management:<br /><br/>The <i>YaSM® service management glossary</i> contains definitions or short descriptions of the <i>YaSM data objects</i> or key terms in <i>enterprise service management and ITSM</i> in alphabetical order.</span></span>

	~~<ul><li>~~Related contents of this YaSM wiki, like ~~<a href="https://yasm.com/wiki/en/index.php/YaSM_Processes" title="~~Service ~~management processes">~~YaSM process definitions~~</a>~~ and ~~<a href="https://yasm.com/wiki/en/index.php/~~YaSM_Roles~~" title="Service management roles">~~role descriptions~~</a>~~ can be reached via links.~~</li>~~		* Related contents of this YaSM wiki, like [[Service Management Processes\|YaSM process definitions]] and [[YaSM_Roles\|role descriptions]] can be reached via links.
	~~<li>~~On another page you can find the complete ~~<a href= "https://yasm.com/wiki/en/index.php/~~YaSM_Data_Model~~" title="YaSM data model">~~YaSM data object model~~</a>~~ - a graphical overview of the YaSM data objects and their key interrelationships.~~</li></ul>~~		* On another page you can find the complete [[YaSM_Data_Model\|YaSM data object model]] - a graphical overview of the YaSM data objects and their key interrelationships.
	<p> </p>		<p> </p>

	<p>In addition to the glossary, the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM® Process Map">YaSM® Process Map</a> contains a set of "checklists": Document templates with very detailed descriptions of the typical contents of the various YaSM documents and records (as a rule, every YaSM data object corresponds to a document or record produced in a <a href="https://yasm.com/wiki/en/index.php/~~YaSM_Processes~~" title="Service management processes">service management process</a>). Because the checklists are Microsoft Word documents, they can often be used as templates when creating the service management documents for a particular organization.</p>		<html>In addition to the glossary, the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM® Process Map">YaSM® Process Map</a> contains a set of "checklists": Document templates with very detailed descriptions of the typical contents of the various YaSM documents and records (as a rule, every YaSM data object corresponds to a document or record produced in a <a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="Service management processes">service management process</a>). Because the checklists are Microsoft Word documents, they can often be used as templates when creating the service management documents for a particular organization.</html>

	~~<p>~~This wiki contains the full ~~<a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists">~~checklist for the incident record~~</a>~~ as an example.<br style="clear:both;"/~~></html~~>		This wiki contains the full [[Service Management Checklists\|checklist for the incident record]] as an example.<br style="clear:both;"/>

	__NOTOC__		__NOTOC__
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	<link itemprop="url" href="https://yasm.com/wiki/en/index.php/YaSM_Glossary" />		<link itemprop="url" href="https://yasm.com/wiki/en/index.php/YaSM_Glossary" />
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Andrea at 17:40, 28 March 2019

2019-03-28T17:40:28Z

Show changes

Andrea at 11:33, 3 March 2019

2019-03-03T11:33:09Z

Show changes

Andrea at 16:47, 15 August 2018

2018-08-15T16:47:28Z

← Older revision		Revision as of 18:47, 15 August 2018
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	<p> </p>		<p> </p>

	<p>In addition to the glossary, the YaSM® Process Map contains a set of "checklists": Document templates with very detailed descriptions of the typical contents of the various YaSM documents and records (as a rule, every YaSM data object corresponds to a document or record produced in a ~~YaSM~~ process). Because the checklists are Microsoft Word documents, they can often be used as templates when creating the service management documents for a particular organization.</p>		<p>In addition to the glossary, the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM® Process Map">YaSM® Process Map</a> contains a set of "checklists": Document templates with very detailed descriptions of the typical contents of the various YaSM documents and records (as a rule, every YaSM data object corresponds to a document or record produced in a <a href="https://yasm.com/wiki/en/index.php/YaSM_Processes" title="Service management processes">service management process</a>). Because the checklists are Microsoft Word documents, they can often be used as templates when creating the service management documents for a particular organization.</p>

	<p>This wiki contains the full <a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists">checklist for the incident record</a> as an example.<br style="clear:both;"/></html>		<p>This wiki contains the full <a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists">checklist for the incident record</a> as an example.<br style="clear:both;"/></html>

← Older revision		Revision as of 12:16, 5 June 2023
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	<p> </p>		<p> </p>

	<html>In addition to the glossary, the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM® Process Map">YaSM® Process Map</a> contains a set of "checklists": Document templates with very detailed descriptions of the typical contents of the various YaSM documents and records (as a rule, every YaSM data object corresponds to a document or record produced in a <a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="Service management processes">service management process</a>). Because the checklists are Microsoft Word documents, they can often be used as templates when creating the service management documents for a particular organization.</html>		<html>In addition to the glossary, the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM® Process Map">YaSM® Process Map</a> contains a set of "<a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" title="Service management templates and checklists">service management checklists</a>": Document templates with very detailed descriptions of the typical contents of the various YaSM documents and records (as a rule, every YaSM data object corresponds to a document or record produced in a <a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="Service management processes">service management process</a>). Because the checklists are Microsoft Word documents, they can often be used as templates when creating the service management documents for a particular organization.</html>

	This wiki contains the full [[~~Service Management Checklists~~\|checklist for the incident record]] as an example.<br style="clear:both;"/>		This wiki contains - among other document templates - the full [[Incident Record - Template\|checklist for the incident record]] as an example.<br style="clear:both;"/>

	__NOTOC__		__NOTOC__
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	<dd>An incident model contains the pre-defined steps that should be taken for dealing with a particular type of incident. The aim of providing incident models is to ensure that recurring incidents are handled efficiently and effectively.<br />(→ YaSM data object, [[LP4: Operate the services]] > [[LP4.6: Resolve incidents and service requests]])</dd></dl>		<dd>An incident model contains the pre-defined steps that should be taken for dealing with a particular type of incident. The aim of providing incident models is to ensure that recurring incidents are handled efficiently and effectively.<br />(→ YaSM data object, [[LP4: Operate the services]] > [[LP4.6: Resolve incidents and service requests]])</dd></dl>
	<dl><dt id="Incident-record">Incident record</dt>		<dl><dt id="Incident-record">Incident record</dt>
	<dd>A set of data with all details of a service incident, documenting the history of the incident from registration to closure. A service incident is defined as an unplanned interruption or reduction in quality of a service. Events that could potentially impair a service in the future are also treated as incidents (e.g. the failure of one hard-drive of a set of mirrored drives). (See also: → [[Service Management Checklists#incident-record-template\|YaSM incident record template]]).<br />(→ YaSM data object, [[LP4: Operate the services]] > [[LP4.6: Resolve incidents and service requests]])</dd></dl>		<dd>A set of data with all details of a service incident, documenting the history of the incident from registration to closure. A service incident is defined as an unplanned interruption or reduction in quality of a service. Events that could potentially impair a service in the future are also treated as incidents (e.g. the failure of one hard-drive of a set of mirrored drives). (See also: → [[Service Management Checklists#incident-record-template\|YaSM incident record template]]).<br />(→ YaSM data object, [[LP4: Operate the services]] > [[LP4.6: Resolve incidents and service requests]])<br />(→ YaSM checklist / document template: [[Incident Record - Template\|Incident record]])</dd></dl>
	<dl><dt id="Index-of-disaster-relevant-information">Index of disaster-relevant information</dt>		<dl><dt id="Index-of-disaster-relevant-information">Index of disaster-relevant information</dt>
	<dd>A catalogue of all information that is relevant in the context of responding to a disaster event. The index of disaster-relevant information is maintained and circulated by the service continuity manager to all members of staff with responsibilities for fighting disasters.<br />(→ YaSM data object, [[SP8: Prepare for disaster events]])</dd></dl>		<dd>A catalogue of all information that is relevant in the context of responding to a disaster event. The index of disaster-relevant information is maintained and circulated by the service continuity manager to all members of staff with responsibilities for fighting disasters.<br />(→ YaSM data object, [[SP8: Prepare for disaster events]])</dd></dl>
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	<dd>(→ YaSM role, [[YaSM Roles#Problem-manager\|Problem manager]])</dd></dl>		<dd>(→ YaSM role, [[YaSM Roles#Problem-manager\|Problem manager]])</dd></dl>
	<dl><dt id="Problem-record">Problem record</dt>		<dl><dt id="Problem-record">Problem record</dt>
	<dd>A set of data with all details of a problem, documenting the history of the problem from registration to closure. A problem is defined as the underlying cause of one or more (potential) incidents, although the cause may not be known at the time a problem record is created. Often, a workaround is provided for a problem while a full resolution is not yet available.<br />(→ YaSM data object, [[LP4: Operate the services]] > [[LP4.7: Resolve problems]])</dd></dl>		<dd>A set of data with all details of a problem, documenting the history of the problem from registration to closure. A problem is defined as the underlying cause of one or more (potential) incidents, although the cause may not be known at the time a problem record is created. Often, a workaround is provided for a problem while a full resolution is not yet available.<br />(→ YaSM data object, [[LP4: Operate the services]] > [[LP4.7: Resolve problems]])<br />(→ YaSM checklist / document template: [[Problem Record - Template\|Problem record]])</dd></dl>
	<dl><dt id="Problem-resolution-policy">Problem resolution policy</dt>		<dl><dt id="Problem-resolution-policy">Problem resolution policy</dt>
	<dd>The problem resolution policy describes and communicates the organization's approach to dealing with problems (underlying causes of incidents). To be effective, the policy needs the backing of top management and must be communicated to all relevant stakeholders.<br />(→ YaSM data object, [[LP4: Operate the services]] > [[LP4.7: Resolve problems]])</dd></dl>		<dd>The problem resolution policy describes and communicates the organization's approach to dealing with problems (underlying causes of incidents). To be effective, the policy needs the backing of top management and must be communicated to all relevant stakeholders.<br />(→ YaSM data object, [[LP4: Operate the services]] > [[LP4.7: Resolve problems]])</dd></dl>
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	<dd>The process review plan is maintained by the SMS manager to ensure all relevant processes and areas of the service provider organization are subjected to regular management reviews, audits, benchmarkings or maturity assessments, as appropriate.<br />(→ YaSM data object, [[SP1: Set up and maintain the service management system]])</dd></dl>		<dd>The process review plan is maintained by the SMS manager to ensure all relevant processes and areas of the service provider organization are subjected to regular management reviews, audits, benchmarkings or maturity assessments, as appropriate.<br />(→ YaSM data object, [[SP1: Set up and maintain the service management system]])</dd></dl>
	<dl><dt id="Process-review-report">Process review report</dt>		<dl><dt id="Process-review-report">Process review report</dt>
	<dd>A process review report records the details and findings from a process review or audit. This report is an important input for the definition of process improvement initiatives.<br />(→ YaSM data object, [[SP1: Set up and maintain the service management system]])</dd></dl>		<dd>A process review report records the details and findings from a process review or audit. This report is an important input for the definition of process improvement initiatives.<br />(→ YaSM data object, [[SP1: Set up and maintain the service management system]])<br />(→ YaSM checklist / document template: [[Process Review Report - Template\|Process review report]])</dd></dl>
	<dl><dt id="Project-board">Project board</dt>		<dl><dt id="Project-board">Project board</dt>
	<dd>(→ YaSM role, [[YaSM Roles#Project-board\|Project board]])</dd></dl>		<dd>(→ YaSM role, [[YaSM Roles#Project-board\|Project board]])</dd></dl>
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	<dd>A service continuity plan describes how service continuity is ensured with regards to a particular type of disaster event. The plan specifies the required preventive measures and describes how to effectively respond to the disaster event. Service continuity plans usually include references to more detailed recovery plans with specific instructions for returning applications, systems or other infrastructure components to a working state.<br />(→ YaSM data object, [[SP8: Prepare for disaster events]])</dd></dl>		<dd>A service continuity plan describes how service continuity is ensured with regards to a particular type of disaster event. The plan specifies the required preventive measures and describes how to effectively respond to the disaster event. Service continuity plans usually include references to more detailed recovery plans with specific instructions for returning applications, systems or other infrastructure components to a working state.<br />(→ YaSM data object, [[SP8: Prepare for disaster events]])</dd></dl>
	<dl><dt id="Service-definition">Service definition</dt>		<dl><dt id="Service-definition">Service definition</dt>
	<dd>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. A service can be provided using one or several other (internal or external) supporting services.<br />(→ YaSM data object, [[SP2: Maintain the service portfolio]])</dd></dl>		<dd>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. A service can be provided using one or several other (internal or external) supporting services.<br />(→ YaSM data object, [[SP2: Maintain the service portfolio]])<br />(→ YaSM checklist / document template: [[Service Definition - Template\|Service definition]])</dd></dl>
	<dl><dt id="Service-design-manager">Service design manager</dt>		<dl><dt id="Service-design-manager">Service design manager</dt>
	<dd>(→ YaSM role, [[YaSM Roles#Service-design-manager\|Service design manager]])</dd></dl>		<dd>(→ YaSM role, [[YaSM Roles#Service-design-manager\|Service design manager]])</dd></dl>
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	<dd>(→ YaSM role, [[YaSM Roles#Service-improvement-manager\|Service improvement manager]])</dd></dl>		<dd>(→ YaSM role, [[YaSM Roles#Service-improvement-manager\|Service improvement manager]])</dd></dl>
	<dl><dt id="Service-improvement-plan-SIP">Service improvement plan - SIP</dt>		<dl><dt id="Service-improvement-plan-SIP">Service improvement plan - SIP</dt>
	<dd>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. The addition of new items to the SIP is often triggered by service reviews, although other service management processes may also suggest improvements to services.<br />(→ YaSM data object, [[LP5: Improve the services]])</dd></dl>		<dd>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. The addition of new items to the SIP is often triggered by service reviews, although other service management processes may also suggest improvements to services.<br />(→ YaSM data object, [[LP5: Improve the services]])<br />(→ YaSM checklist / document template: [[Service Improvement Plan - Template\|Service improvement plan - SIP]])</dd></dl>
	<dl><dt id="Service-improvement-policy">Service improvement policy</dt>		<dl><dt id="Service-improvement-policy">Service improvement policy</dt>
	<dd>The service improvement policy describes and communicates the service provider's approach to continually improving its services. To be effective, the policy needs the backing of top management and must be communicated to all relevant stakeholders.<br />(→ YaSM data object, [[LP5: Improve the services]])</dd></dl>		<dd>The service improvement policy describes and communicates the service provider's approach to continually improving its services. To be effective, the policy needs the backing of top management and must be communicated to all relevant stakeholders.<br />(→ YaSM data object, [[LP5: Improve the services]])</dd></dl>
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	<dd>A service portfolio review report records the details and findings from a service portfolio review. In particular, this report will highlight any detected inconsistencies within the service portfolio.<br />(→ YaSM data object, [[SP2: Maintain the service portfolio]])</dd></dl>		<dd>A service portfolio review report records the details and findings from a service portfolio review. In particular, this report will highlight any detected inconsistencies within the service portfolio.<br />(→ YaSM data object, [[SP2: Maintain the service portfolio]])</dd></dl>
	<dl><dt id="Service-portfolio">Service portfolio</dt>		<dl><dt id="Service-portfolio">Service portfolio</dt>
	<dd>The service portfolio represents a complete list of all services managed by the service provider. Some of these services are visible to the customers (customer services), while others are not (supporting services, which can be provided with internal or external resources).<br />(→ YaSM data object, [[SP2: Maintain the service portfolio]])</dd></dl>		<dd>The service portfolio represents a complete list of all services managed by the service provider. Some of these services are visible to the customers (customer services), while others are not (supporting services, which can be provided with internal or external resources).<br />(→ YaSM data object, [[SP2: Maintain the service portfolio]])<br />(→ YaSM checklist / document template: [[Service Portfolio - Template\|Service portfolio]])</dd></dl>
	<dl><dt id="Service-quality-report">Service quality report</dt>		<dl><dt id="Service-quality-report">Service quality report</dt>
	<dd>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 quality reports will also highlight any breaches of contractual commitments and exceptional events.<br />(→ YaSM data object, [[LP4: Operate the services]])</dd></dl>		<dd>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 quality reports will also highlight any breaches of contractual commitments and exceptional events.<br />(→ YaSM data object, [[LP4: Operate the services]])<br />(→ YaSM checklist / document template: [[Service Quality Report - Template\|Service quality report]])</dd></dl>
	<dl><dt id="Service-readiness-confirmation">Service readiness confirmation</dt>		<dl><dt id="Service-readiness-confirmation">Service readiness confirmation</dt>
	<dd>The service readiness confirmation documents the results of a service readiness assessment. A service is assessed for readiness before being allowed to go operational, using a set of criteria that relate, in particular, to the service provider's ability to operate the service. Once it is confirmed that the service readiness criteria are fulfilled, a service can be marked as "active" in the service portfolio.<br />(→ YaSM data object, [[LP3: Build new or changed services]])</dd></dl>		<dd>The service readiness confirmation documents the results of a service readiness assessment. A service is assessed for readiness before being allowed to go operational, using a set of criteria that relate, in particular, to the service provider's ability to operate the service. Once it is confirmed that the service readiness criteria are fulfilled, a service can be marked as "active" in the service portfolio.<br />(→ YaSM data object, [[LP3: Build new or changed services]])</dd></dl>