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<itpmch><title>YaSM Wiki | The Service Management Wiki</title>
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==<span style="font-weight: bold; color:#004260;">The YaSM&reg; Service Management Wiki - a complete introduction to service management concepts, frameworks and processes.</span>==


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<img srcset="https://yasm.com/wiki/en/img/300px/yasm-wiki.png 300w, https://yasm.com/wiki/en/img/yasm-wiki.png 720w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-wiki.png" fetchpriority="high" decoding="async" width="300" height="393" class="mw-file-element" alt="The YaSM Service Management Wiki - a complete introduction to service management concepts, frameworks and processes. - Logo of the Service Management Wiki" /></a><figcaption>The YaSM&reg; <b><a href="https://yasm.com/wiki/en/img/yasm-wiki.png" title="YaSM Wiki: The Service Management Wiki">Service Management Wiki</a></b></figcaption></figure></div></html>
 
[[Service Management|Service management]] has been a familiar concept for many years. It describes methods for designing, delivering and improving services that create value for customers.


<p><span id="md-webpage-description" itemprop="description">In the YaSM Wiki you will find everything you need to familiarize yourself with YaSM<sup><small>&#174;</small></sup> and service management best practices in general.</span></p>
The service management body of knowledge is mostly made up of various frameworks such as ITIL&reg;, FitSM, COBIT&reg;, SIAM&trade; or VeriSM&trade; that include principles, best practices and processes.


<h3 style="color:#379988; padding-top: 10px; font-size: 110%;"><b>About YaSM</b></h3>
The amount of guidance available may seem overwhelming, yet all frameworks follow a few basic principles, as explained in our introductory articles and videos:
<p>YaSM is a new, pragmatic and streamlined framework for everyone in the business of providing services. It stands in the tradition of other, similar frameworks for ITSM and enterprise service management, such as ITIL<sup><small>&#174;</small></sup>, ISO 20000 and CMMI-SVC<sup><small>&#174;</small></sup>, and like these it is about teaching organizations how to become successful providers of services, by building up a loyal customer base.</p>
<html><ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 18px;">
<p style="padding-top: 5px;">If you are new to YaSM, start here: &#8594;&#160;<b><a href="https://yasm.com/wiki/en/index.php/What_is_YaSM" title="What is YaSM? - Introduction to YaSM service management">Introduction to YaSM on a single page</a></b> - or watch the &#8594;&#160;<b><a href="https://yasm.com/en/videos/introduction-yasm" title="Video: Introduction to YaSM.">video with Stefan Kempter introducing YaSM</a></b>.</p>
<li><a href="https://yasm.com/wiki/en/index.php/Service_Management" title="What is service management">What is service management?</a></li>
<p style="padding-top: 5px;">Otherwise, the tables below contain links to more detailed information on the various aspects of the YaSM model.</p>
<li>Video: <a href="https://yasm.com/en/videos/what-is-service-management" title="Video: What is service management?">How service management helps organizations build up a loyal customer base</a>.</li></ul></html>
<p>If you have any questions or want to share your thoughts, please head over to the <b><a href="https://support.en.yasm.com/support/discussions" title="YaSM community">YaSM community</a></b>.</p>
<h3 style="color:#379988; padding-top: 10px; font-size: 110%;"><b>About this wiki</b></h3>
<p style="margin-bottom: 10px;">The YaSM service management wiki is run and sponsored by IT Process Maps, creators of YaSM and the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM&reg; Process Map">YaSM&reg; Process Map</a>. YaSM and the <a href="https://yasm.com/wiki/en/index.php/Main_Page" title="YaSM Wiki: All about YaSM service management and YaSM process management">YaSM Wiki</a> were established in 2014; the wiki is available in English and <a href="https://yasm.com/wiki/de/index.php/Hauptseite" title="Wiki YaSM (Deutsch)">German</a>.
</div></div>


<p>&nbsp;</p>
===<span style="font-size:90%; font-weight: bold; color:#004260;">The YaSM service management model</span>===
 
<html><a href="https://yasm.com/en/" title="YaSM: Main page">YaSM</a> ('Yet another Service Management Model') is a translation of service management best practice into a <a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="Service Management Processes">streamlined set of service management processes</a> and ready-to-use templates. It's a good match for the leaner, more flexible operating models favored by today's service provider organizations.</p>
<p>YaSM is not another framework but follows the established frameworks for service management and ITSM, and it conforms to the requirements of ISO 20000 (ISO/IEC 20000), the international standard for service management.</p>
<p style="margin-bottom: 15px;">The family of YaSM products includes:</p>
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 18px;">
<li>The <a href="https://yasm.com/en/products/yasm-process-map" title="The YaSM&reg; Process Map: The service management process model">YaSM Process Map</a>, a complete process model for service management, that is available for <a href="https://yasm.com/en/products/yasm-process-map-visio" title="YaSM Process Map for Microsoft Visio">MS Visio</a>&reg;, <a href="https://yasm.com/en/products/yasm-process-map-bic" title="YaSM Process Map for BIC / BIC Process Design">BIC / BIC Process Design</a>&reg;, <a href="https://yasm.com/en/products/yasm-process-map-aris" title="YaSM Process Map for the ARIS Process Platform">ARIS</a>&trade; and as <a href="https://yasm.com/en/products/service-management-templates-bpmn-xml" title="Service management templates in BPMN XML">BPMN-XML documents</a>,<li>
<li>and the <a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="The YaSM&reg; - ISO 20000 Bridge">YaSM - ISO 20000 Bridge</a>, an additional component for organizations that wish to become certified to ISO&#8239;20000.</li></ul></html>
 
===<span style="font-size:90%; font-weight: bold; color:#004260;">Where to start with YaSM?</span>===
 
<html><p>If you are new to YaSM, start here:</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/What_is_YaSM" title="What is YaSM? - Introduction to YaSM service management">What is YaSM?</a> Introduction to YaSM service management on a single page.</li>
<li><a href="https://yasm.com/en/videos/introduction-yasm" title="Video: Introduction to YaSM">Watch the video</a> with Stefan Kempter introducing the YaSM service management model.</li></ul>
<p style="margin-bottom: 10px;">If you want to get in touch with us, you will find our contact details on the <a href="https://yasm.com/en/contact" title="YaSM.com | Contact information and contact form">YaSM contact page</a>!</html>


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===<span style="font-size:100%; font-weight: bold; color:#004260;padding-top: 10px;">Contents of the Wiki</span>===
<h3 style="background:#379988; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;"><b>YaSM knowledge</b></h3>
----
<div style="padding-left:5pt; padding-right:5pt">
<p style="text-align:center; padding-top: 5px;"><b>What is YaSM?</b></p><hr />
<ul>
<li><a href="https://yasm.com/wiki/en/index.php/What_is_YaSM" title="Introduction to YaSM">Introduction to YaSM</a></li></ul><br>
<p style="text-align:center; padding-top: 5px;"><a href="https://yasm.com/wiki/en/index.php/YaSM_Processes" title="YaSM service management processes - Definitions"><b>Service management processes defined</b></a></p><hr />
<ul>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_Processes#service-lifecycle-processes" title="Service lifecycle processes">Service lifecycle processes</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_Processes#supporting-service-management-processes" title="Supporting service management processes">Supporting service management processes</a></li></ul><br>
<p style="text-align:center;"><a href="https://yasm.com/wiki/en/index.php/YaSM_Concepts" title="YaSM concepts"><b>YaSM concepts</b></a><hr />
<ul>
<li><a href="https://yasm.com/wiki/en/index.php/Service_Portfolio%2C_Service_Definitions_and_Service_Catalogs" title="YaSM concept: Service portfolio, service definitions &amp; service catalogs">Service portfolio, service definitions &amp; service catalogs</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/Customer_vs._Operational_Service_Definitions_and_Agreements" title="YaSM concept: Customer vs. Operational Service Definitions and Agreements">Service definitions &amp; agreements</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/Plans_for_organizing_Service_Management_Initiatives" title="YaSM concept: Plans for organizing service management initiatives">Plans for organizing service management initiatives</a></li></ul><br>
</div></div>


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<div style="float:left; margin-right:1%; margin-top: 10px; width:48%; border: 1px solid #c7c7c7; min-width:150px; word-wrap:normal;">
<h3 style="background:#379988; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;"><b>How to implement YaSM</b></h3>
<h4 style="background:#465674; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">YaSM service management</h4>
<div style="padding-left:5pt; padding-right:5pt">
<html><div style="padding-left:5pt; padding-right:5pt">
<p style="text-align:center; padding-top: 5px;"><b>YaSM implementation</b><hr />
<ul style="margin-top: 17px;">
<li style="margin-top: 7px;"><a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="YaSM service management processes">Service management processes</a></li>
<li style="margin-left: 15px;"><a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes#Service_lifecycle_processes" title="Service management: The service lifecycle processes">Service lifecycle processes</a></li>
<li style="margin-left: 15px;"><a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes#Supporting_processes" title="Service management: Supporting processes">Supporting processes</a></li>
<li style="margin-left: 15px;"><a href="https://yasm.com/wiki/en/index.php/Service_Management_Metrics" title="YaSM service management process metrics">Process metrics (KPIs)</a></li>
<li style="margin-top: 7px;"><a href="https://yasm.com/wiki/en/index.php/YaSM_Glossary" title="YaSM service management glossary">Service management glossary</a></li>
<li style="margin-left: 15px;"><a href="https://yasm.com/wiki/en/index.php/YaSM_Data_Model" title="YaSM data model">YaSM data model</a></li>
<li style="margin-left: 15px;"><a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" title="YaSM service management checklists &amp; document templates">Checklists and document templates</a></li>
<li style="margin-top: 7px;"><a href="https://yasm.com/wiki/en/index.php/YaSM_RACI_Matrix" title="YaSM RACI matrix">RACI matrix</a></li>
<li style="margin-left: 15px;"><a href="https://yasm.com/wiki/en/index.php/YaSM_Roles" title="YaSM service management roles">Service management roles</a></li>
<li style="margin-top: 7px;"><a href="https://yasm.com/wiki/en/index.php/YaSM_Concepts" title="YaSM service management key concepts">YaSM key concepts</a>
</ul><hr style="margin: 10px 0;" />
<p style="margin-left: 10px; font-weight: bold; color:#004260;">YaSM projects</p>
<ul>
<ul>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_Implementation_with_Process_Templates" title="YaSM implementation with process templates">YaSM implementation with process templates</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/Service_Management_Project_-_Roadmap" title="Service management projects - a roadmap">Service management projects - a roadmap</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_Project_Guide_in_5_Steps" title="Project guide: How to implement YaSM in 5 steps">Project guide in 5 steps</a></li>
</ul><br>
</ul><br>
<p style="text-align:center; padding-top: 5px;"><a href="https://yasm.com/wiki/en/index.php/What_is_YaSM#yasm-other-service-management-frameworks" title="YaSM vs. other service management frameworks and standards"><b>YaSM vs. other frameworks and ITSM standards</b></a><hr />
</div></html></div>
<p>YaSM and ...</p>
<ul>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL" title="YaSM and the IT Infrastructure Library ITIL&reg;">... ITIL</a><sup><small>&#174;</small></sup></li>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000" title="YaSM and ISO/IEC 20000">... ISO 20000</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_COBIT" title="YaSM and COBIT (Control Objectives for Information and Related Technologies)">... COBIT</a><sup><small>&#174;</small></sup></li>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_CMMI_for_Services_(CMMI-SVC)" title="YaSM and CMMI&reg; for Services (CMMI-SVC)">... CMMI-SVC</a><sup><small>&#174;</small></sup></li>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_USMBOK" title="YaSM and USMBOK&trade; (Universal Service Management Body of Knowledge)">... USMBOK&trade;</a></li></ul><br>
</div></div>


<div style="float:left; width:32%; margin-top: 10px; border: 1px solid #c7c7c7; min-width:200px;">
<div style="float:left; margin-right:1%; margin-top: 10px; width:48%; border: 1px solid #c7c7c7; min-width:150px; word-wrap:normal;">
<h3 style="background:#379988; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;"><b>Additional information</b></h3>
<html><h4 style="background:#465674; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">YaSM and other practices</h4>
<div style="padding-left:5pt; padding-right:5pt">
<div style="padding-left:5pt; padding-right:5pt">
<p style="text-align:center; padding-top: 5px;"><b>YaSM terms (data objects)</b><hr />
<p style="margin-top: 17px; margin-left: 10px; font-weight: bold; color:#004260;">YaSM and ...</p>
<ul>
<ul>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_Glossary" title="YaSM glossary">YaSM glossary</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL" title="YaSM and ITIL (ITIL 4)">ITIL&reg; 4</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_Data_Model" title="YaSM data model">YaSM data model</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000" title="YaSM and ISO/IEC 20000">ISO 20000</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" title="YaSM checklists &amp; document templates">YaSM checklists &amp; document templates</a></li></ul><br>
<li><a href="https://yasm.com/wiki/en/index.php/Enterprise_Service_Management_(ESM)_and_YaSM" title="Enterprise service management (ESM) and YaSM">Enterprise service management (ESM)</a></li>
<p style="text-align:center; padding-top: 5px;"><a href="https://yasm.com/wiki/en/index.php/YaSM_Roles" title="YaSM service management roles"><b>Service management roles</b></a></p><hr />
<li><a href="https://yasm.com/wiki/en/index.php/FitSM_and_YaSM" title="FitSM 'standards for lightweight ITSM' and YaSM">FitSM</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_COBIT" title="YaSM and COBIT (Control Objectives for Information and Related Technologies)">COBIT</a>&reg;</li>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_CMMI_for_Services_-_CMMI-SVC" title="YaSM and CMMI&reg; for Services (CMMI-SVC)">CMMI-SVC</a>&reg;</li>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_USMBOK" title="YaSM and USMBOK&trade; (Universal Service Management Body of Knowledge)">USMBOK</a>&trade;</li>
<li><a href="https://yasm.com/wiki/en/index.php/SIAM_and_YaSM" title="YaSM and SIAM Service Integration and Management">SIAM</a>&trade;</li>
<li><a href="https://yasm.com/wiki/en/index.php/VeriSM_and_YaSM" title="VeriSM&trade; and YaSM">VeriSM</a>&trade;</li>
</ul>
<hr style="margin: 10px 0;" />
<p style="margin-top: 17px; margin-left: 10px; font-weight: bold; color:#004260;">YaSM and 'progressive' practices</p>
<ul>
<ul>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_Roles#Index_of_YaSM_service_management_roles" title="Index: YaSM roles and responsibilities">Index of YaSM roles and responsibilities</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/DevOps_and_YaSM" title="YaSM and DevOps">DevOps</a>&nbsp; | &nbsp;<a href="https://yasm.com/wiki/en/index.php/YaSM_and_Agile_Service_Management" title="YaSM and Agile Service_Management">Agile</a>&nbsp; | &nbsp;<a href="https://yasm.com/wiki/en/index.php/YaSM_and_Lean_Service_Management" title="YaSM and Lean Service_Management">Lean</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_RACI_Matrix" title="YaSM RACI matrix">RACI matrix</a></li></ul><br>
</ul><br>
<p style="text-align:center; padding-top: 5px;"><a href="https://yasm.com/wiki/en/index.php/YaSM_Metrics" title="YaSM process metrics"><b>YaSM process metrics</b></a><hr />
</div></html></div><br style="clear:both;"/>
 
<div style="float:left; margin-right:1%; margin-top: 20px; width:48%; border: 1px solid #c7c7c7; min-width:150px; word-wrap:normal;">
<h4 style="background:#D2EAEC; color:#004260; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">YaSM videos</h4>
<html><div style="padding-left:5pt; padding-right:5pt">
<ul style="margin-top: 17px;list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 15px;">
<li><a href="https://yasm.com/en/videos/introduction-yasm" title="Video: Introduction to YaSM">Introduction to YaSM</a></li>
<li><a href="https://yasm.com/en/videos/yasm-itil" title="Video: YaSM and the IT Infrastructure Library ITIL (ITIL 4)">YaSM and ITIL&reg; (ITIL 4)</a></li>
<li><a href="https://yasm.com/en/videos/yasm-iso-20000-bridge" title="Video: YaSM and ISO 20000 | The YaSM - ISO 20000 Bridge">YaSM and ISO 20000</a></li>
<li><a href="https://yasm.com/en/videos/yasm-process-map" title="Video: Introduction to the YaSM Process Map">The YaSM Process Map</a></li>
<li><a href="https://yasm.com/en/videos/what-is-service-management" title="Video: What is service management?">What is service management?</a></li>
<li><a href="https://yasm.com/en/videos/service-management-implementation-project-howto" title="Video: Where to start with service management?">Where to start with service management?</a></li>
</ul>
<hr style="margin: 10px 0;" />
<ul>
<ul>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_Metrics/_Service_Lifecycle_Processes" title="YaSM process metrics for the service lifecycle processes">Metrics for the service lifecycle processes</a></li>
<li style="margin-top: 7px;"><a href="https://yasm.com/en/videos" title="YaSM videos">All YaSM videos</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_Metrics/_Supporting_Service_Management_Processes" title="YaSM process metrics for the supporting service management processes">Metrics for the supporting processes</a></li></ul><br>
</ul>
</div></div><br style="clear:both;"/>
<br>
</div></html></div>
 
<div style="float:left; margin-right:1%; margin-top: 20px; width:48%; border: 1px solid #c7c7c7; min-width:150px; word-wrap:normal;">
<h4 style="background:#D2EAEC; color:#004260; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">YaSM video series</h4>
<html><div style="padding-left:5pt; padding-right:5pt">
<p style="margin-left: 10px; font-weight: bold; color:#004260;">The simple principles of good service management</p>
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 15px;">
<li><a href="https://yasm.com/en/videos/customer-service-management-yasm" title="Video: Customer service management">The customer is king</a></li>
<li><a href="https://yasm.com/en/videos/service-definition-yasm-service-design" title="Video: Service definitions and YaSM service design">Vaguely defined services can't be managed</a></li>
<li><a href="https://yasm.com/en/videos/yasm-improve-service-quality-pdca-csi" title="Video: YaSM continual service improvement">If you stop improving, you will fall behind</a></li>
<li><a href="https://yasm.com/en/videos/yasm-incident-management-support" title="Video: YaSM incident management and support">Don't leave customer support to luck</a></li>
<li><a href="https://yasm.com/en/videos/service-strategy-yasm-strategic-processes" title="Video: YaSM service strategy">Without a strategy, you cannot take the long view</a></li>
</ul><br>
</div></html></div><br style="clear:both;"/>
 
<div style="float:left; margin-right:1%; margin-top: 20px; width:48%; border: 1px solid #c7c7c7; min-width:150px; word-wrap:normal;">
<h4 style="background:#E4EEF4; color:#004260; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">All about ISO 20000 and ISO 20000:2018</h4>
<html><div style="padding-left:5pt; padding-right:5pt">
<ul style="margin-top: 17px;">
<li style="margin-top: 7px;"><a href="https://yasm.com/wiki/en/index.php/ISO_20000" title="What is ISO 20000?">Introduction to ISO 20000</a>, the international standard for service management</li>
<li><a href="https://yasm.com/wiki/en/index.php/ISO_20000_-_2018" title="ISO 20000 - 2018">The current version of ISO/IEC 20000:2018</a></li></ul>
<hr style="margin: 10px 0;" />
<ul><li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000" title="YaSM and ISO 20000">How YaSM relates to ISO 20000</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/FAQ:_ISO_20000_Certification" title="FAQ: ISO 20000 Certification">FAQ: ISO 20000 certification</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/ISO_20000_Project" title="Use cases: ISO 20000 projects">Use cases: How the YaSM model supports your ISO 20000 project</a></li></ul>
<hr style="margin: 10px 0;" />
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 15px;">
<li><a href="https://yasm.com/en/videos/yasm-iso-20000-bridge" title="Video: YaSM and ISO 20000 | The YaSM - ISO 20000 Bridge">Video: YaSM and ISO 20000</a></li></ul>
<br></div></html></div>


<p>&#160;</p>
<div style="float:left; margin-right:1%; margin-top: 20px; width:48%; border: 1px solid #c7c7c7; min-width:150px; word-wrap:normal;">
<h4 style="background:#E4EEF4; color:#004260; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">All about ITIL and ITIL 4</h4>
<html><div style="padding-left:5pt; padding-right:5pt">
<ul style="margin-top: 17px;">
<li style="margin-top: 7px;"><a href="https://yasm.com/wiki/en/index.php/ITIL" title="What is ITIL?">Introduction to ITIL</a>&reg;, de-facto standard for IT service management (ITSM)</li>
<li><a href="https://yasm.com/wiki/en/index.php/ITIL#ITIL_4" title="What  is ITIL 4?">The current edition of ITIL 4</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/ITIL_4_vs_ITIL_V3" title="ITIL 4 vs. ITIL V3">Detailed mapping between ITIL V3 and ITIL 4</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/ITIL_Lite_and_YaSM" title="Is YaSM 'ITIL Lite' or 'Lean ITIL'?">ITIL Lite and lean ITIL</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/Alternatives_to_ITIL" title="Alternatives to ITIL and ITIL 4">Alternatives to ITIL</a></li></ul>
<hr style="margin: 10px 0;" />
<ul><li style="margin-top: 7px;"><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL" title="YaSM and ITIL (ITIL 4)">YaSM and ITIL 4</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL_V3" title="YaSM and the IT Infrastructure Library ITIL V3 (ITIL 2011)">YaSM and ITIL V3 2011</a></li></ul>
<hr style="margin: 10px 0;" />
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 15px;">
<li><a href="https://yasm.com/en/videos/yasm-itil" title="Video: YaSM and the IT Infrastructure Library ITIL (ITIL 4)">Video: YaSM and ITIL (ITIL 4)</a></li></ul>
<br>
</div></html></div><br style="clear:both;"/>
<p>&#160;</p>
<p>&#160;</p>


<div style="float:left; border: 1px solid #c7c7c7; min-width:200px;">
<div style="float:left; border: 1px solid #c7c7c7; min-width:230px; width: 98%; margin-left: 5px; margin-right: 5px; margin-bottom: 5px;">
<h3 style="background:#379988; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;"><b>The YaSM Manifesto</b></h3>
<h4 style="background:#ECF3F8; color:#004260; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">More about service management</h4>
<div style="padding-left:5pt; padding-right:5pt; padding-top: 5px; padding-bottom: 10px;">
<html><div style="padding-left:5pt; padding-right:5pt; padding-top: 5px; padding-bottom: 10px;">
<p><ul>
<p><ul>
<li>YaSM stands for "Yet another Service Management Model".</li>
<li><a href="https://yasm.com/wiki/en/index.php/Service" title="What is a service, and what are the common types of services?">What is a service</a>, and <a href="https://yasm.com/wiki/en/index.php/Service_Management" title="What is service management?">what is service management</a>?</li>
<li>YaSM was developed as a streamlined service management framework and it is meant to stay that way. Users of YaSM are free to adapt the model to the specific needs of their organizations, for example by implementing only part of the model or by adding more sophistication where required.</li>
<li>What is ... &nbsp;&nbsp; <a href="https://yasm.com/wiki/en/index.php/ITIL" title="What is ITIL, and what is ITIL 4?">ITIL</a>&reg; / <a href="https://yasm.com/wiki/en/index.php/ISO_20000" title="What is ISO 20000?">ISO 20000</a> / <a href="https://yasm.com/wiki/en/index.php/FitSM" title="What is FitSM?">FitSM</a> / <a href="https://yasm.com/wiki/en/index.php/SIAM" title="What is SIAM 'Service Integration and Management'?">SIAM</a>&trade; / <a href="https://yasm.com/wiki/en/index.php/VeriSM" title="What is VeriSM?">VeriSM&trade;</a>?</li>
<li>The contents of the YaSM Wiki are and will always be available for free. You may use and share those contents provided you give appropriate credit (see the <a href="https://creativecommons.org/licenses/by-nd/4.0/deed.en" title="https://creativecommons.org/licenses/by-nd/4.0/deed.en (CC BY-ND 4.0)">full Creative Commons license</a>).</li></ul>
<li>'Progressive' practices and approaches applied to service management: &nbsp;&nbsp; <a href="https://yasm.com/wiki/en/index.php/DevOps_and_YaSM" title="DevOps and YaSM">DevOps</a> / <a href="https://yasm.com/wiki/en/index.php/YaSM_and_Agile_Service_Management" title="YaSM and agile service management">Agile</a> / <a href="https://yasm.com/wiki/en/index.php/YaSM_and_Lean_Service_Management" title="YaSM and Lean Service Management">Lean</a></li>
</div></div><br style="clear:both;"/>
<li>Business services and <a href="https://yasm.com/wiki/en/index.php/Enterprise_Service_Management_(ESM)_and_YaSM" title="Enterprise Service Management (ESM) and YaSM">enterprise service management (ESM)</a></li></ul>
<hr style="margin: 10px 0;" />
<ul><li><span style="color:#004260;"><b>News:</b></span> <a href="https://yasm.com/wiki/en/index.php/YaSM_Service_Management_News" title="News: Service Management (ESM, ITSM) and ISO 20000">Service management news</a></li></ul>
</div></html></div><br style="clear:both;"/>


<p>&#160;</p>
<p>&#160;</p>
<p>&#160;</p>


<div style="float:left; width:100%; border: 1px solid #c7c7c7; min-width:200px;">
<div style="float:left; border: 1px solid #c7c7c7; min-width:230px;">
<h3 style="background:#c0c0c0; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;"><b>News and recent posts from the YaSM Blog</b></h3>
<h3 style="background:#465674; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">The YaSM manifesto</h3>
<div style="padding-left:5pt; padding-right:10pt; padding-top: 5px; padding-bottom: 5px;">
<html><div style="padding-left:5pt; padding-right:5pt; padding-top: 5px; padding-bottom: 10px;">
<p><ul>
<li>YaSM stands for <span style="color:#004260;"><b>'Yet another Service Management Model'</b></span>.</li>
<li>YaSM was developed as a streamlined service management model and it is meant to stay that way. Users of YaSM are free to adapt the service management model to the specific needs of their organizations, for example by implementing only part of the model or by adding more sophistication where required.</li>
<li>The contents of the YaSM Service Management Wiki are and will always be available for free. You may use and share those contents provided you give appropriate credit (see the <a href="https://creativecommons.org/licenses/by-nd/4.0/deed.en" title="https://creativecommons.org/licenses/by-nd/4.0/deed.en (CC BY-ND 4.0)">full Creative Commons license</a>).</li></ul>
</div></html></div><br style="clear:both;"/>
<p>&#160;</p>
<p>&#160;</p>
<a href="https://yasm.com/en/videos/introduction-yasm" ><img src="https://yasm.com/en/content/videos/introduction-yasm/what-is-yasm-service-management-180x110.jpg" alt="Video: Introduction to YaSM. Enterprise Service Management and ITSM." title="Video: Introduction - what is YaSM service management?" style="display: block; float: left; margin-left: 10px; margin-bottom: 10px; margin-right: 20px"/></a>
<div style="margin-left: 10px">
<p style="margin-top: 0;"><a href="https://yasm.com/en/videos/introduction-yasm" title="Video: Introduction - what is YaSM service management?">Video: Introduction to YaSM Service Management</a> [7:41 Min.]</p>
<p>If you are new to YaSM, start here. In this video Stefan Kempter explains what YaSM is about and what is the best way to get started with YaSM.</p></div>
<p>&nbsp;</p>
<br style="clear:both;"/>


<p><ul>
<div style="float:left; width:100%; border: 1px solid #c7c7c7; min-width:230px;">
<li><a class="external text" href="https://plus.google.com/+yasm-model/posts/5iVLkQpPeZq" title="YaSM Repository Add-In for Visio 2016 - Full article on Google+">Update: YaSM Repository Add-In for Visio 2016 (article on Google+)</a> - February 10, 2016.</li>
<h3 style="background:#EAF9F6; color:#004260; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">Articles and news</h3>
<li><a href="https://yasm.com/en/blog/devops-vs-yasm" title="YaSM Blog: DevOps - friend or foe for YaSM">DevOps - friend or foe for YaSM?</a> - January 18, 2016.</li>
<html><div style="padding-left:5pt; padding-right:10pt; padding-top: 5px; padding-bottom: 5px;">
<li><a href="https://yasm.com/en/videos/what-is-yasm-webinar" title="Webinar: YaSM service management best practices">Free Webinar (recorded version): Best practices for service providers - Understanding YaSM Service Management</a>. - November 08, 2015.</li>
<li>Works with Windows 10: The <a href="https://yasm.com/en/products/yasm-process-map-visio" title="Service management process templates: The YaSM Process Map for Visio">YaSM service management process model for Visio</a><sup><small>&#174;</small></sup>. - August 09, 2015.</li>
<li>[...]</li>
<li><a href="https://yasm.com/en/blog/itil-alternative-yasm" title="YaSM Blog: YaSM - an alternative to ITIL?">YaSM - an alternative to ITIL</a><sup><small>&#174;</small></sup>? - October 29, 2014.</li>
<li>First Blog post: <a href="https://yasm.com/en/blog/yasm-wiki-launch" title="The YaSM Blog: Launch of the free YaSM Wiki">Launch of the free YaSM Wiki</a>. - August 1, 2014.</li>
</ul>


<p>&nbsp;</p>
<h5 style="color:#004260; padding-left:5pt;"><b><span class="mw-headline" id="YaSM_articles">YaSM articles</span></b></h5>
<figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/wiki/en/index.php/YaSM_Service_Management_News" title="YaSM articles and news | Service management explained!"><img srcset="https://yasm.com/wiki/en/img/yasm-service-management/480px/service-management-blog-yasm-2x1.jpg 480w, https://yasm.com/wiki/en/img/yasm-service-management/service-management-blog-yasm-2x1.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-service-management/service-management-blog-yasm-2x1.jpg" decoding="async" width="480" height="240" class="mw-file-element" alt="Articles and news about (enterprise) service management,  ITSM and ISO 20000." /></a><figcaption><span style="font-variant:small-caps;"><b><a href="https://yasm.com/wiki/en/index.php/YaSM_Service_Management_News" title="Service management news | YaSM articles and news">Service management news</a></b></span></figcaption></figure>


<a href="https://yasm.com/en/blog"><img src="https://yasm.com/en/content/blog/service-management-blog-yasm-180x110.png" alt="YaSM Service Management Blog" title="The YaSM Blog - Service Management Explained" style="display: block; float: left; margin-left: 10px; margin-bottom: 10px; margin-right: 20px"/></a>
<p style="margin:10px 0px 5px 20px;">Hi! I&#039;m Stefan Kempter and in my articles I write about YaSM, service management, process templates and the YaSM Wiki.<br/>I hope you enjoy your visit to our web site!</p>
<div style="margin-left: 10px">
<p style="margin-top: 0;"><a href="https://yasm.com/en/blog">The YaSM Blog - Service Management Explained</a></p>
<p>Hi! I&#039;m Stefan Kempter and on my blog I write about YaSM, (lean) service management, ITSM, process templates and the YaSM Wiki. I hope you enjoy your visit to our web site!</p>
<p>&#8594; <a href="https://yasm.com/en/blog" title="Recent posts from the YaSM Blog">Recent blog posts</a>&nbsp;&nbsp;|&nbsp;&nbsp;&#8594; <a href="https://yasm.com/en/blog-archive" title="The YaSM Blog: All posts.">All articles from the YaSM blog</a></p></div>


</div></div><p></html>
<ul>
<li>Popular posts:<br><a href="https://yasm.com/wiki/en/index.php/ITIL_4_vs_ITIL_V3" title="ITIL 4 vs. ITIL V3">ITIL 4 vs. ITIL V3: Comparison</a>&nbsp;&nbsp;|&nbsp;&nbsp;<a href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL" title="YaSM and ITIL (ITIL 4)">YaSM and ITIL&nbsp;4</a></li>
<li><a href="https://yasm.com/en/news/free-service-management-resources" title="Launch of the free YaSM Wiki">Launch of the free YaSM Wiki</a>, 2014.</li></ul>


<h5 style="color:#004260; padding-left:5pt; padding-top: 15px;"><b><span class="mw-headline" id="YaSM_news">YaSM news</span></b></h5>
<ul><li><a href="https://yasm.com/wiki/en/index.php/YaSM_Service_Management_News" title="YaSM Service Management News">News: Service Management Wiki and YaSM model</a></li></ul>
</div></div></html><br style="clear:both;"/>
<p>&#160;</p>
<p>&#160;</p>


==Notes==
===<span style="font-size:100%; font-weight: bold; color:#004260;">Topics covered in this Wiki</span>===
----
<html><div itemid="https://yasm.com/wiki/en/img/yasm-wiki/1x1/yasm-service-management-wiki.jpg" itemscope itemtype="https://schema.org/ImageObject">
<meta itemprop="caption" content="YaSM Wiki: The Wiki is about service management (BSM, ESM, ITSM) and ISO 20000 (ISO/IEC 20000). The Wiki provides reference material about the YaSM process model - a translation of service management best practices into a streamlined set of processes and ready-to-use templates." />
<meta itemprop="dateCreated" content="2016-08-03" />
<meta itemprop="datePublished" content="2016-08-04" />
<meta itemprop="dateModified" content="2019-02-25" />
<meta itemprop="width" content="1200" />
<meta itemprop="height" content="1200" />
<span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject">
  <meta itemprop="url" content="https://yasm.com/wiki/en/img/yasm-wiki/4x3/yasm-service-management-wiki.jpg" />
  <meta itemprop="width" content="1200" />
  <meta itemprop="height" content="900" />
  <meta itemprop="dateModified" content="2019-02-25" />
</span> 
<span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject">
  <meta itemprop="url" content="https://yasm.com/wiki/en/img/yasm-wiki/yasm-service-management-wiki.jpg" />
  <meta itemprop="width" content="1200" />
  <meta itemprop="height" content="675" />
  <meta itemprop="dateModified" content="2019-02-25" />
</span>
<span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject">
  <meta itemprop="url" content="https://yasm.com/wiki/en/img/yasm-wiki/480px/yasm-service-management-wiki.jpg" />
  <meta itemprop="width" content="480" />
  <meta itemprop="height" content="270" />
<meta itemprop="dateCreated" content="2022-06-25" />
<meta itemprop="datePublished" content="2022-06-25" />
</span>
<meta itemprop="keywords" content="YaSM Wiki" />
<meta itemprop="keywords" content="Service Management Wiki" />
<meta itemprop="keywords" content="ISO 20000 Wiki" />
<figure class="mw-halign-right" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-wiki/1x1/yasm-service-management-wiki.jpg" title="Service Management Wiki: Contents"><img itemprop="thumbnailUrl" srcset="https://yasm.com/wiki/en/img/yasm-wiki/480px/yasm-service-management-wiki.jpg 480w, https://yasm.com/wiki/en/img/yasm-wiki/yasm-service-management-wiki.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-wiki/yasm-service-management-wiki.jpg" decoding="async" width="480" height="275" class="mw-file-element" alt="YaSM Wiki: Service Management (BSM, ESM, ITSM) and ISO 20000 (ISO/IEC 20000). Reference material about the YaSM service management process model." /></a><figcaption><span style="font-variant:small-caps;"><b><a href="https://yasm.com/wiki/en/img/yasm-wiki/1x1/yasm-service-management-wiki.jpg" title="Service Management Wiki: Contents">Service Management Wiki: Contents</a></b></span></figcaption></figure></div></html>


<html><i>Focus and educational use of the YaSM Wiki:</i></p>
<span id="md-webpage-description" itemprop="description">In the YaSM&reg; Wiki we provide guidance for organiza&shy;tions that seek to improve their approach to providing services. Service providers from around the world use it as a reference and source of information.</span>


<ul>
<html>Topics covered in the <b><span style="color:#004260;">YaSM Wiki</span></b> include:</html>
<li><span id="md-webpage-description-educationalUse-1" itemprop="educationalUse">Introductory information on YaSM.</span></li>
* <span id="md-webpage-description-educationalUse-1" itemprop="educationalUse">Best practices for service providers about service management - in the areas of enterprise service management (ESM) / business service management (BSM) and IT service management (ITSM).</span>
<li><span id="md-webpage-description-educationalUse-2" itemprop="educationalUse">Reference material on YaSM service management and ISO 20000.</span></li>
* <span id="md-webpage-description-educationalUse-2" itemprop="educationalUse">Reference material on YaSM service management and details about the service management processes.</span>
<li><span id="md-webpage-description-educationalUse-3" itemprop="educationalUse">Detailed guidance on YaSM process management.</span></li>
* <span id="md-webpage-description-educationalUse-3" itemprop="educationalUse">Reference material on ISO 20000 (ISO/IEC 20000:2018), the international standard for service management.</span>
<li><span id="md-webpage-description-educationalUse-4" itemprop="educationalUse">Best practices for service providers in the areas of enterprise service management and ITSM.</span></li></ul><p></html>
* <span id="md-webpage-description-educationalUse-4" itemprop="educationalUse">Detailed guidance and how-to guides on YaSM process management.</span>
* <span id="md-webpage-description-educationalUse-5" itemprop="educationalUse">Information about the established frameworks for service management and ITSM, progressive practices (Agile, DevOps), ...</span>
* <span id="md-webpage-description-educationalUse-6" itemprop="educationalUse">Reference material on ITIL (ITIL 4, ITIL V3), de-facto standard for IT service management (ITSM).</span>
* Overview: [[#Contents_of_the_Wiki|All topics]].<br style="clear:both;"/>


<p>&nbsp;</p>
===<span style="font-size:100%; font-weight: bold; color:#004260; padding-top: 20px;">About the Service Management Wiki</span>===
 
----
''Trademarks:''
<html>This wiki is run and sponsored by <a href="https://yasm.com/en/contact#ITProcessMapsOrg" title="IT Process Maps GbR, Germany | Contact information">IT Process Maps</a>, creators of <a href="https://yasm.com/en/" title="YaSM&reg; | The Service Management Model">YaSM</a>&reg; and the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM&reg; Process Map">YaSM Process Map</a>, and authors of the popular <a class="external text" href="https://wiki.en.it-processmaps.com/index.php/Main_Page" title="IT Process Wiki - the ITIL&reg; Wiki | Main Page">IT Process Wiki</a> - the ITIL&reg; Wiki. The YaSM model and the Service Management Wiki were established in 2014.</p>
 
<p style="margin-bottom: 15px;"><b><span style="color:#004260;">Languages</span></b>: The YaSM Service Management Wiki is available in English and &#10132; <a href="https://yasm.com/wiki/de/index.php/Hauptseite" title="YaSM Service-Management-Wiki (Deutsch)">German</a>.</p>
<span id="YaSM">[1] YaSM<sup><small>&#174;</small></sup> is a registered trademark of IT Process Maps GbR.</span><br />
<span id="ITIL">[2] ITIL<sup><small>&#174;</small></sup> and IT Infrastructure Library<sup><small>&#174;</small></sup> are registered trademarks of AXELOS Limited.</span><br />
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<p style="padding-left:5pt;">By:&#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="Author: Stefan Kempter, IT Process Maps GbR" /></a>&#160;&#160;and&#160;&#160;Andrea Kempter&#160;<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.</p>
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Latest revision as of 12:13, 30 October 2024

The YaSM® Service Management Wiki - a complete introduction to service management concepts, frameworks and processes.

Service management has been a familiar concept for many years. It describes methods for designing, delivering and improving services that create value for customers.

The service management body of knowledge is mostly made up of various frameworks such as ITIL®, FitSM, COBIT®, SIAM™ or VeriSM™ that include principles, best practices and processes.

The amount of guidance available may seem overwhelming, yet all frameworks follow a few basic principles, as explained in our introductory articles and videos:

The YaSM service management model

YaSM ('Yet another Service Management Model') is a translation of service management best practice into a streamlined set of service management processes and ready-to-use templates. It's a good match for the leaner, more flexible operating models favored by today's service provider organizations.

YaSM is not another framework but follows the established frameworks for service management and ITSM, and it conforms to the requirements of ISO 20000 (ISO/IEC 20000), the international standard for service management.

The family of YaSM products includes:

Where to start with YaSM?

If you are new to YaSM, start here:

  • What is YaSM? Introduction to YaSM service management on a single page.
  • Watch the video with Stefan Kempter introducing the YaSM service management model.

If you want to get in touch with us, you will find our contact details on the YaSM contact page!

Contents of the Wiki

YaSM and other practices

YaSM and ...

YaSM and 'progressive' practices





 

More about service management


 

The YaSM manifesto

  • YaSM stands for 'Yet another Service Management Model'.
  • YaSM was developed as a streamlined service management model and it is meant to stay that way. Users of YaSM are free to adapt the service management model to the specific needs of their organizations, for example by implementing only part of the model or by adding more sophistication where required.
  • The contents of the YaSM Service Management Wiki are and will always be available for free. You may use and share those contents provided you give appropriate credit (see the full Creative Commons license).

 

Articles and news

YaSM articles
Articles and news about (enterprise) service management, ITSM and ISO 20000.
Service management news

Hi! I'm Stefan Kempter and in my articles I write about YaSM, service management, process templates and the YaSM Wiki.
I hope you enjoy your visit to our web site!

YaSM news

 

Topics covered in this Wiki

In the YaSM® Wiki we provide guidance for organiza­tions that seek to improve their approach to providing services. Service providers from around the world use it as a reference and source of information.

Topics covered in the YaSM Wiki include:

  • Best practices for service providers about service management - in the areas of enterprise service management (ESM) / business service management (BSM) and IT service management (ITSM).
  • Reference material on YaSM service management and details about the service management processes.
  • Reference material on ISO 20000 (ISO/IEC 20000:2018), the international standard for service management.
  • Detailed guidance and how-to guides on YaSM process management.
  • Information about the established frameworks for service management and ITSM, progressive practices (Agile, DevOps), ...
  • Reference material on ITIL (ITIL 4, ITIL V3), de-facto standard for IT service management (ITSM).
  • Overview: All topics.

About the Service Management Wiki

This wiki is run and sponsored by IT Process Maps, creators of YaSM® and the YaSM Process Map, and authors of the popular IT Process Wiki - the ITIL® Wiki. The YaSM model and the Service Management Wiki were established in 2014.

Languages: The YaSM Service Management Wiki is available in English and ➔ German.

Trademarks | Authors

[1] YaSM® is a registered trademark of IT Process Maps GbR.
[2] ITIL® and IT Infrastructure Library® are registered trademarks of AXELOS Limited.
[3] COBIT® is a registered trademark of ISACA.
[4] ISO/IEC 20000® is a registered trademark of ISO.
[5] CMMI® and Capability Maturity Model® are registered trademarks of Carnegie Mellon University.
[6] USMBOK™ is a registered trade mark of Virtual Knowledge Solutions International Incorporated (VKSII).
[7] FitSM is published under a Creative Commons Attribution 4.0 International (CC BY 4.0) license.
[8] SIAM™ is a registered trade mark of EXIN.
[9] VeriSM™ is a registered trademarks of IFDC.

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

 

Service management  › The YaSM model  › Service mgmt. processes  › ISO 20000  › YaSM and ITIL 4

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