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==[[Main Page]]== | ==[[Main Page]]== | ||
==[[What is YaSM]] | ==Service Management== | ||
*[[Enterprise Service Management (ESM) and YaSM]] | *[[Service Management|What is Service Management?]] | ||
*[[What is YaSM|What is YaSM Service Management?]] | |||
*[[Enterprise Service Management (ESM) and YaSM|What is Enterprise Service Management (ESM)?]] | |||
*[[Service|What is a Service?]] | |||
==[[YaSM Processes]]== | ==[[Service Management Processes|YaSM Service Management Processes]]== | ||
==== | ====[[Service_Management_Processes#Service_lifecycle_processes|Service Lifecycle Processes]]==== | ||
*[[LP1: Set the strategic direction]] | *[[LP1: Set the strategic direction]] | ||
*[[LP2: Design new or changed services]] | *[[LP2: Design new or changed services]] | ||
| Line 20: | Line 23: | ||
*[[LP5: Improve the services]] | *[[LP5: Improve the services]] | ||
==== | ====[[Service_Management_Processes#Supporting_processes|Supporting Processes]]==== | ||
*[[SP1: Set up and maintain the service management system]] | *[[SP1: Set up and maintain the service management system]] | ||
*[[SP2: Maintain the service portfolio]] | *[[SP2: Maintain the service portfolio]] | ||
| Line 28: | Line 31: | ||
*[[SP6: Manage projects]] | *[[SP6: Manage projects]] | ||
*[[SP7: Ensure security]] | *[[SP7: Ensure security]] | ||
*[[SP8: | *[[SP8: Ensure continuity]] | ||
*[[SP9: Ensure compliance]] | *[[SP9: Ensure compliance]] | ||
*[[SP10: Manage human resources]] | *[[SP10: Manage human resources]] | ||
| Line 42: | Line 45: | ||
*[[YaSM Glossary]] | *[[YaSM Glossary]] | ||
*[[YaSM Data Model]] | *[[YaSM Data Model]] | ||
==[[Service Management Checklists|YaSM Service Management Checklists / Document Templates]]== | |||
*[[Incident Record - Template]] | |||
*[[Problem Record - Template]] | |||
*[[Service Definition - Template]] | |||
*[[Service Improvement Plan - Template|Service Improvement Plan (SIP) - Template]] | |||
*[[Service Quality Report - Template]] | |||
*[[Service Portfolio - Template]] | |||
*[[Process Review Report - Template]] | |||
==YaSM Roles and Responsibilities== | ==YaSM Roles and Responsibilities== | ||
| Line 48: | Line 59: | ||
*[[YaSM RACI Matrix]] | *[[YaSM RACI Matrix]] | ||
==[[ | ==[[Service Management Metrics|YaSM Service Management Process Metrics]]== | ||
*[[YaSM Metrics/ Service Lifecycle Processes]] | *[[Service_Management_Metrics#KPIs_for_lifecycle_processes|YaSM Metrics/ Service Lifecycle Processes]] | ||
*[[YaSM Metrics/ Supporting Service Management Processes]] | *[[Service_Management_Metrics#KPIs_for_supporting_processes|YaSM Metrics/ Supporting Service Management Processes]] | ||
==YaSM Implementation== | ==YaSM Implementation== | ||
*[[ | *[[Service Management Project - Roadmap]] | ||
==YaSM and other Service Management | ==Service Management Topics== | ||
* [[Strategy Management]] | |||
* [[Service Design]] | |||
* [[Service Transition]] | |||
* [[Service Operation]] | |||
* [[Continual Service Improvement]] | |||
* [[Availability Management]] | |||
* [[Capacity Management]] | |||
* [[Service Level Management]] | |||
==[[ISO 20000|ISO 20000 (DIN ISO/IEC 20000)]]== | |||
*[[ISO 20000|What is ISO 20000?]] | |||
*[[YaSM and ISO 20000]] | |||
*[[ISO 20000 - 2018|The new version of ISO 20000:2018]] | |||
*[[FAQ: ISO 20000 Certification]] | |||
*[[ISO 20000 Project|ISO 20000 Initiatives and Projects]] | |||
==YaSM and other Service Management Practices== | |||
*[[YaSM and ITIL]] | *[[YaSM and ITIL]] | ||
*[[YaSM and ISO 20000]] | *[[YaSM and ISO 20000]] | ||
*[[ | *[[SIAM and YaSM|YaSM and SIAM®]] | ||
*[[FitSM and YaSM|YaSM and FitSM]] | |||
*[[VeriSM and YaSM|YaSM and VeriSM]]™ | |||
*[[DevOps and YaSM|YaSM and DevOps]] | |||
*[[YaSM and Agile Service Management]] | |||
*[[YaSM and Lean Service Management]] | |||
*[[YaSM and COBIT]] | *[[YaSM and COBIT]] | ||
*[[YaSM and CMMI for Services | *[[YaSM and CMMI for Services - CMMI-SVC]] | ||
*[[YaSM and USMBOK]] | *[[YaSM and USMBOK]] | ||
==ITIL®== | |||
*[[ITIL 4 vs ITIL V3]] | |||
*[[ITIL|What is ITIL?]] | |||
*[[YaSM and ITIL|YaSM and ITIL (ITIL 4)]] | |||
*[[YaSM and ITIL V3|YaSM and ITIL V3 (ITIL 2011)]] | |||
*[[ITIL Lite and YaSM|YaSM and ITIL Lite]] | |||
*[[Alternatives to ITIL]] | |||
==FitSM== | |||
*[[FitSM|What is FitSM?]] | |||
*[[FitSM and YaSM|FitSM and YaSM]] | |||
==[[VeriSM|VeriSM]]™== | |||
*[[VeriSM|What is VeriSM?]] | |||
*[[VeriSM and YaSM|VeriSM™ and YaSM]] | |||
==[[SIAM|SIAM™]]== | |||
*[[SIAM|What is SIAM Service Integration and Management?]] | |||
*[[SIAM and YaSM|SIAM™ and YaSM]] | |||
==[[YaSM Service Management News]]== | |||
Latest revision as of 12:25, 4 June 2023
Main Page
Service Management
- What is Service Management?
- What is YaSM Service Management?
- What is Enterprise Service Management (ESM)?
- What is a Service?
YaSM Service Management Processes
Service Lifecycle Processes
- LP1: Set the strategic direction
- LP2: Design new or changed services
- LP3: Build new or changed services
- LP4: Operate the services
- LP5: Improve the services
Supporting Processes
- SP1: Set up and maintain the service management system
- SP2: Maintain the service portfolio
- SP3: Manage customer relationships
- SP4: Manage configuration information
- SP5: Assess and coordinate changes
- SP6: Manage projects
- SP7: Ensure security
- SP8: Ensure continuity
- SP9: Ensure compliance
- SP10: Manage human resources
- SP11: Manage suppliers
- SP12: Manage service financials
YaSM Concepts
- Service Portfolio, Service Definitions and Service Catalogs
- Customer vs. Operational Service Definitions and Agreements
- Plans for organizing Service Management Initiatives
YaSM Terms (Data Objects)
YaSM Service Management Checklists / Document Templates
- Incident Record - Template
- Problem Record - Template
- Service Definition - Template
- Service Improvement Plan (SIP) - Template
- Service Quality Report - Template
- Service Portfolio - Template
- Process Review Report - Template
YaSM Roles and Responsibilities
YaSM Service Management Process Metrics
YaSM Implementation
Service Management Topics
- Strategy Management
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
- Availability Management
- Capacity Management
- Service Level Management
ISO 20000 (DIN ISO/IEC 20000)
- What is ISO 20000?
- YaSM and ISO 20000
- The new version of ISO 20000:2018
- FAQ: ISO 20000 Certification
- ISO 20000 Initiatives and Projects
YaSM and other Service Management Practices
- YaSM and ITIL
- YaSM and ISO 20000
- YaSM and SIAM®
- YaSM and FitSM
- YaSM and VeriSM™
- YaSM and DevOps
- YaSM and Agile Service Management
- YaSM and Lean Service Management
- YaSM and COBIT
- YaSM and CMMI for Services - CMMI-SVC
- YaSM and USMBOK
ITIL®
- ITIL 4 vs ITIL V3
- What is ITIL?
- YaSM and ITIL (ITIL 4)
- YaSM and ITIL V3 (ITIL 2011)
- YaSM and ITIL Lite
- Alternatives to ITIL
