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<p><span itemprop="alternativeHeadline"><b>YaSM concept:</b> <span itemprop="name Headline">Plans for organizing service management initiatives</span></span> - <b>Part of</b>: <a itemprop="isPartOf" href="https://yasm.com/wiki/en/index.php/YaSM_Concepts" title="Three important YaSM concepts">Important YaSM concepts</a></p>
<p><b>Previous concept:</b> <a href="https://yasm.com/wiki/en/index.php/Customer%20vs%2E%20Operational%20Service%20Definitions%20and%20Agreements" title="YaSM concept: Customer vs. Operational Service Definitions and Agreements">Customer vs. Operational Service Definitions and Agreements</a></p>


<p>&nbsp;</p>
<span id="md-webpage-description" itemprop="description">If [[Service|services]], their underlying components or parts of the [[YaSM_Glossary#Service-management-system-SMS|SMS]] need to be set up or modified, YaSM recommends organizing such work as <i>service management initiatives</i> (e.g. [[#Execution_of_strategic_initiatives|strategic initiatives]], service improvement&#8201;/ process improvement initiatives etc.) managed through a number of [[#Types_of_service_management_plans|plans]].</span>


<p><b>Description:</b > <span itemprop="description">If services, their underlying components or parts of the service management system need to be set up or modified, YaSM recommends organizing such work as <i>initiatives</i> (e.g. <a href="#execute-strategic-service-management-initiatives" title="Execution of strategic initiatives">strategic initiatives</a>, service improvement/ process improvement initiatives etc.) managed through a number of <a href="#service-management-plans" title="Types of service management plans">plans</a>:</span></html>
<b>Part of</b>: [[YaSM_Concepts|Service management concepts]]


<b>Previous concept:</b> [[Customer_vs._Operational_Service_Definitions_and_Agreements|Customer vs. operational service definitions and agreements]]
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==<span id="service-management-plans">Types of service management plans</span>==
==Types of service management plans==
 
[[What is YaSM|YaSM]] suggests to maintain the following <i>service management plans</i>:


<html><div itemscope="itemscope" itemtype="https://schema.org/ItemList"><!-- define schema.org/ItemList -->
===Strategic plan===
<meta itemprop="itemListOrder" content="Ascending" />
<span id="strategic-plan">The <i>strategic plan</i> is owned by the [[YaSM_Roles#Steering-committee|steering committee]] and maintained by the [[YaSM_Roles#Service-strategy-manager|service strategy manager]]. Its purpose is to manage strategic initiatives, i.e. initiatives aimed at achieving the strategic objectives.</span> Typical examples are the development of new or significantly changed services or [[Service Management Processes|service management processes]], or the introduction of new technologies or capabilities on a larger scale.
<p><span itemprop="name" content="Types of YaSM service management plans:">YaSM suggests to maintain the following <strong>service management plans</strong>:</span></p>
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<p><b><span id="strategic-plan" itemprop="itemListElement">Strategic plan</span></b></p>
===Service improvement plan===
<ul><li itemprop="description">The <i>strategic plan</i> is owned by the steering committee and maintained by the service strategy manager. Its purpose is to manage strategic initiatives, i.e. initiatives aimed at achieving the strategic objectives. Typical examples are the development of new or significantly changed services or service management processes, or the introduction of new technologies or capabilities on a larger scale.</li></ul>
<span id="service-improvement-plan">The <i>service improvement plans</i> are owned by the [[YaSM_Roles#Service-owner|service owners]]. Their purpose is to manage service improvement initiatives, i.e. initiatives of a somewhat smaller scale aimed at continually improving existing services.</span> A typical example is an infrastructure enhancement to improve service availability. -- See also: [[Service Improvement Plan - Template|Checklist service improvement plan (SIP)]].
<p><br /></p>
<p><b><span id="service-improvement-plan" itemprop="itemListElement">Service improvement plan</span></b></p>
<ul><li itemprop="description">The <i>service improvement plans</i> are owned by the service owners. Their purpose is to manage service improvement initiatives, i.e. initiatives of a somewhat smaller scale aimed at continually improving existing services. A typical example is an infrastructure enhancement to improve service availability.</li></ul>
<p><br /></p>
<p><b><span id="process-improvement-plan" itemprop="itemListElement">Process improvement plan</span></b></p>
<ul><li itemprop="description">The <i>process improvement plans</i> are owned by the process owners. Their purpose is to manage initiatives aimed at setting up or improving the service provider's processes (which are an important part of the service management system). A typical example is an upgrade to the incident resolution process.</li></ul>
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<p><b><span id="security-improvement-plan" itemprop="itemListElement">Security improvement plan</span></b></p>
<ul><li itemprop="description">The <i>security improvement plan</i> is owned by the security manager. Its purpose is to manage initiatives aimed at improving security. For such improvements, it is often impractical to execute them as service improvement initiatives because several services are affected. A typical example is the introduction of a new malware detection system.</li></ul>
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<p><b><span id="continuity-improvement-plan" itemprop="itemListElement">Continuity improvement plan</span></b></p>
<ul><li itemprop="description">The <i>continuity improvement plan</i> is owned by the service continuity manager. Its purpose is to manage initiatives aimed at improving service continuity in the case of disaster events. For such improvements, it is often impractical to execute them as service improvement initiatives because several services are affected. A typical example is an upgrade to a stand-by data center.</li></ul>
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<p><b><span id="skill-development-plan" itemprop="itemListElement">Skill development plan</span></b></p>
<ul><li itemprop="description">The <i>skill development plans</i> are owned by the human resources manager. Their purpose is to manage the development of the skills required in the service provider organization. A typical example for an item in the skills development plan is a training program aimed at acquiring the necessary skills for mastering a new technology.</li></ul>
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<p>&nbsp;</p>
===Process improvement plan===
<span id="process-improvement-plan">The <i>process improvement plans</i> are owned by the [[YaSM_Roles#Process-owner|process owners]]. Their purpose is to manage initiatives aimed at setting up or improving the service provider's processes (which are an important part of the service management system).</span> A typical example is an upgrade to the incident resolution process.


<p>The various YaSM plans play a central role in getting the initiatives approved and funded, and also in tracking their status. For example, a new strategic initiative is first entered into the strategic plan as a proposal. The steering committee then needs to approve the initiative, which in turn allows the initiative's owner to obtain funding by submitting a budget request. While it is being implemented, the initiative's status information in the strategic plan is constantly updated.</p>
===Security improvement plan===
<span id="security-improvement-plan">The <i>security improvement plan</i> is owned by the [[YaSM_Roles#Security-manager|security manager]]. Its purpose is to manage initiatives aimed at improving security. For such improvements, it is often impractical to execute them as service improvement initiatives because several services are affected.</span> A typical example is the introduction of a new malware detection system.


<p>Depending on their scale, some initiatives will be carried out as formal projects, while others will be executed in an informal way.</html>
===Continuity improvement plan===
<span id="continuity-improvement-plan">The <i>continuity improvement plan</i> is owned by the [[YaSM_Roles#Service-continuity-manager|service continuity manager]]. Its purpose is to manage initiatives aimed at improving service continuity in the case of critical, disruptive events. For such improvements, it is often impractical to execute them as service improvement initiatives because several services are affected.</span> A typical example is an upgrade to a stand-by data center.


<p>&nbsp;</p>
===Skill development plan===
<span id="skill-development-plan">The <i>skill development plans</i> are owned by the [[YaSM_Roles#Human-resources-manager|human resources manager]]. Their purpose is to manage the development of the skills required in the service provider organization.</span> A typical example for an item in the skills development plan is a training program aimed at acquiring the necessary skills for mastering a new technology.
==<span id="execute-strategic-service-management-initiatives">Execution of strategic initiatives</span>==


<html><div itemscope itemtype="https://schema.org/ImageObject" class="thumb tleft" style="width:413px;"><img itemprop="contentUrl" style="margin:20px 5px 10px 5px;" src="https://yasm.com/wiki/en/img/yasm-concept/Execution-of-strategic-initiatives.jpg" width="403" height="646" title="Fig. 1: Execution of strategic initiatives." alt="YaSM concepts: Plans for organizing service management initiatives. Example 1: Execution of strategic initiatives." /><div class="thumbcaption"><span style="font-variant:small-caps;"><b>Figure 1:</b></span> <small><span itemprop="caption">Execution of strategic initiatives.</span></small></div></div>
==Importance of service management plans==


<p>&nbsp;</p>
The various service management plans play a key role in getting the initiatives approved and funded, and also in tracking their status.


<p>Because the strategic process defines a number of strategic initiatives but does not normally have the resources to carry them out, the strategic plan often functions as a top-level plan, as shown in the figure on the right.</p>
For example, a new strategic initiative is first entered into the strategic plan as a proposal. The steering committee then needs to approve the initiative, which in turn allows the initiative's owner to obtain funding by submitting a budget request. While it is being implemented, the initiative's status information in the strategic plan is constantly updated.


<p>In this respect, YaSM allows for strategic initiatives to be executed for example as:</p>
Depending on their scale, some initiatives will be carried out as formal projects, while others will be executed in an informal way.
<ul><li>Service improvement initiatives managed through a service improvement plan</li>
<li>Process improvement initiatives managed through a process improvement plan</li>
==Execution of strategic initiatives==
<li>Skill development initiatives managed through a skills development plan.</li></ul><br style="clear:both;"/><p></html>


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<figure class="mw-halign-right" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-concept/Execution-of-strategic-initiatives.jpg" title="Service Management - Execution of strategic initiatives"><img srcset="https://yasm.com/wiki/en/img/yasm-concept/420px/Execution-of-strategic-initiatives.jpg 420w, https://yasm.com/wiki/en/img/yasm-concept/Execution-of-strategic-initiatives.jpg 580w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-concept/420px/Execution-of-strategic-initiatives.jpg" fetchpriority="high" decoding="async" width="420" height="685" class="mw-file-element" alt="YaSM concepts: Plans for organizing service management initiatives. Example 1: Execution of strategic initiatives." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-concept/Execution-of-strategic-initiatives.jpg" title="Service Management - Execution of strategic initiatives">Execution of strategic initiatives</a></b></span></figcaption></figure></div></html>


==<span id="suggest-strategic-service-management-initiatives">Suggestions for strategic initiatives</span>==
Because the [[LP1:_Set_the_strategic_direction|service strategy process]] in YaSM defines a number of strategic initiatives but does not normally have the resources to carry them out, the strategic plan often functions as a top-level plan, as shown in the figure on the right.


<html><div itemscope itemtype="https://schema.org/ImageObject" class="thumb tleft" style="width:352px;"><img itemprop="contentUrl" style="margin:20px 5px 10px 5px;" src="https://yasm.com/wiki/en/img/yasm-concept/Suggestions-for-strategic-initiatives.jpg" width="342" height="548" title="Fig. 2: Suggestions for strategic initiatives." alt="YaSM concepts: Plans for organizing service management initiatives. Example 2: Suggestions for strategic initiatives." /><div class="thumbcaption"><span style="font-variant:small-caps;"><b>Figure 2:</b></span> <small><span itemprop="caption">Suggestions for strategic initiatives.</span></small></div></div>
In this respect, YaSM allows for strategic initiatives to be executed for example as:
* Service improvement initiatives managed through a [[#service-improvement-plan|service improvement plan]],
* Process improvement initiatives managed through a [[#process-improvement-plan|process improvement plan]],
* Skill development initiatives managed through a [[#skill-development-plan|skills development plan]].
<br style="clear:both;"/>


<p>&nbsp;</p>
==Suggestions for strategic initiatives==


<p>It is also possible that issues are identified during service reviews which point to problems whose resolution is beyond the scope of &quot;ordinary&quot; service improvements (for instance a perceived gap in the service portfolio).</p>
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<p>In such cases it will be appropriate to submit suggestions for strategic initiatives to the strategic process.<br style="clear:both;"/></html>
It is also possible that issues are identified during service reviews which point to problems whose resolution is beyond the scope of &quot;ordinary&quot; service improvements (for instance a perceived gap in the service portfolio).


In such cases it will be appropriate to submit suggestions for strategic initiatives to the [[LP1:_Set_the_strategic_direction|strategic process]].
<br style="clear:both;"/>
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==[ Infobox ]==
== Notes ==
<html>By:&#160;&#160;Andrea Kempter&#160;<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>&#160;&#160;and&#160;&#160;Stefan Kempter&#160;<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.


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[[Category:YaSM concept]]
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Latest revision as of 10:59, 20 September 2024

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If services, their underlying components or parts of the SMS need to be set up or modified, YaSM recommends organizing such work as service management initiatives (e.g. strategic initiatives, service improvement / process improvement initiatives etc.) managed through a number of plans.

Part of: Service management concepts

Previous concept: Customer vs. operational service definitions and agreements

 

Types of service management plans

YaSM suggests to maintain the following service management plans:

Strategic plan

The strategic plan is owned by the steering committee and maintained by the service strategy manager. Its purpose is to manage strategic initiatives, i.e. initiatives aimed at achieving the strategic objectives. Typical examples are the development of new or significantly changed services or service management processes, or the introduction of new technologies or capabilities on a larger scale.

Service improvement plan

The service improvement plans are owned by the service owners. Their purpose is to manage service improvement initiatives, i.e. initiatives of a somewhat smaller scale aimed at continually improving existing services. A typical example is an infrastructure enhancement to improve service availability. -- See also: Checklist service improvement plan (SIP).

Process improvement plan

The process improvement plans are owned by the process owners. Their purpose is to manage initiatives aimed at setting up or improving the service provider's processes (which are an important part of the service management system). A typical example is an upgrade to the incident resolution process.

Security improvement plan

The security improvement plan is owned by the security manager. Its purpose is to manage initiatives aimed at improving security. For such improvements, it is often impractical to execute them as service improvement initiatives because several services are affected. A typical example is the introduction of a new malware detection system.

Continuity improvement plan

The continuity improvement plan is owned by the service continuity manager. Its purpose is to manage initiatives aimed at improving service continuity in the case of critical, disruptive events. For such improvements, it is often impractical to execute them as service improvement initiatives because several services are affected. A typical example is an upgrade to a stand-by data center.

Skill development plan

The skill development plans are owned by the human resources manager. Their purpose is to manage the development of the skills required in the service provider organization. A typical example for an item in the skills development plan is a training program aimed at acquiring the necessary skills for mastering a new technology.

Importance of service management plans

The various service management plans play a key role in getting the initiatives approved and funded, and also in tracking their status.

For example, a new strategic initiative is first entered into the strategic plan as a proposal. The steering committee then needs to approve the initiative, which in turn allows the initiative's owner to obtain funding by submitting a budget request. While it is being implemented, the initiative's status information in the strategic plan is constantly updated.

Depending on their scale, some initiatives will be carried out as formal projects, while others will be executed in an informal way.

Execution of strategic initiatives

Because the service strategy process in YaSM defines a number of strategic initiatives but does not normally have the resources to carry them out, the strategic plan often functions as a top-level plan, as shown in the figure on the right.

In this respect, YaSM allows for strategic initiatives to be executed for example as:


Suggestions for strategic initiatives

It is also possible that issues are identified during service reviews which point to problems whose resolution is beyond the scope of "ordinary" service improvements (for instance a perceived gap in the service portfolio).

In such cases it will be appropriate to submit suggestions for strategic initiatives to the strategic process.

 

Notes

By:  Andrea Kempter   and  Stefan Kempter Contributor: Stefan Kempter, IT Process Maps GbR, IT Process Maps.

 

Types  › Importance  › Execution of strategic initiatives  › Suggestions for strategic initiatives

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