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< | __NOTOC__ | ||
==<span style="font-weight: bold; color:#004260;">The YaSM® Service Management Wiki - a complete introduction to service management concepts, frameworks and processes.</span>== | |||
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<figure class="mw-halign-right" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-wiki.png" title="YaSM Service Management Wiki"> | |||
<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® <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. | |||
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: | |||
<html><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/Service_Management" title="What is service management">What is service management?</a></li> | |||
<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> | |||
===<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® 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>®, <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>®, <a href="https://yasm.com/en/products/yasm-process-map-aris" title="YaSM Process Map for the ARIS Process Platform">ARIS</a>™ 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® - ISO 20000 Bridge">YaSM - ISO 20000 Bridge</a>, an additional component for organizations that wish to become certified to ISO 20000.</li></ul></html> | |||
===<span style="font-size:90%; font-weight: bold; color:#004260;">Where to start with YaSM?</span>=== | |||
<p>< | <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> | |||
< | ===<span style="font-size:100%; font-weight: bold; color:#004260;padding-top: 10px;">Contents of the Wiki</span>=== | ||
---- | |||
<div style="float:left; margin-right:1%; margin-top: 10px; width: | <div style="float:left; margin-right:1%; margin-top: 10px; width:48%; border: 1px solid #c7c7c7; min-width:150px; word-wrap:normal;"> | ||
< | <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"> | ||
<ul style="margin-top: 17px;"> | <ul style="margin-top: 17px;"> | ||
<li><a href="https://yasm.com/wiki/en/index.php/ | <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><a href="https://yasm.com/wiki/en/index.php/ | <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/ | <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/ | <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> | ||
</ul> | <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> | ||
<hr style="margin: 10px 0;" /> | <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 & 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/ | <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> | ||
</ul><br> | </ul><br> | ||
</div></div> | </div></html></div> | ||
<div style="float:left; margin-right:1%; margin-top: 10px; width: | <div style="float:left; margin-right:1%; margin-top: 10px; width:48%; border: 1px solid #c7c7c7; min-width:150px; word-wrap:normal;"> | ||
< | <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="margin-top: 17px; margin-left: 10px; font-weight: bold; color:#004260;">YaSM and ...</p> | ||
<li><a href="https://yasm.com/wiki/en/index.php/ | <ul> | ||
<li><a href="https://yasm.com/wiki/en/index.php/ | <li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL" title="YaSM and ITIL (ITIL 4)">ITIL® 4</a></li> | ||
<li><a href="https://yasm.com/wiki/en/index.php/ | <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/ | <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> | ||
<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>®</li> | |||
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_CMMI_for_Services_-_CMMI-SVC" title="YaSM and CMMI® for Services (CMMI-SVC)">CMMI-SVC</a>®</li> | |||
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_USMBOK" title="YaSM and USMBOK™ (Universal Service Management Body of Knowledge)">USMBOK</a>™</li> | |||
<li><a href="https://yasm.com/wiki/en/index.php/SIAM_and_YaSM" title="YaSM and SIAM Service Integration and Management">SIAM</a>™</li> | |||
<li><a href="https://yasm.com/wiki/en/index.php/VeriSM_and_YaSM" title="VeriSM™ and YaSM">VeriSM</a>™</li> | |||
</ul> | </ul> | ||
<hr style="margin: 10px 0;" /> | <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/ | <li><a href="https://yasm.com/wiki/en/index.php/DevOps_and_YaSM" title="YaSM and DevOps">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> | ||
< | |||
</ul><br> | </ul><br> | ||
</div></div> | </div></html></div><br style="clear:both;"/> | ||
<div style="float:left; | <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> | ||
<div style="padding-left:5pt; padding-right:5pt"> | <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: | <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/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">YaSM and ITIL</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® (ITIL 4)</a></li> | ||
<li><a href="https://yasm.com/en/videos/ | <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/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> | </ul> | ||
<hr style="margin: 10px 0;" /> | <hr style="margin: 10px 0;" /> | ||
<p style="margin-left: 10px; font-weight: bold; color: # | <ul> | ||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: | <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/en/videos/customer-service-management-yasm" title="Video: | </ul> | ||
<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/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-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/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> | <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> | </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;" /> | <hr style="margin: 10px 0;" /> | ||
<ul> | <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" title="YaSM | <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> | ||
</ul><br> | <br></div></html></div> | ||
</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:#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>®, 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> | |||
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<p> </p> | <p> </p> | ||
<div style="float:left; border: 1px solid #c7c7c7; min-width: | <div style="float:left; border: 1px solid #c7c7c7; min-width:230px; width: 98%; margin-left: 5px; margin-right: 5px; margin-bottom: 5px;"> | ||
< | <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> | <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> | <li>What is ... <a href="https://yasm.com/wiki/en/index.php/ITIL" title="What is ITIL, and what is ITIL 4?">ITIL</a>® / <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>™ / <a href="https://yasm.com/wiki/en/index.php/VeriSM" title="What is VeriSM?">VeriSM™</a>?</li> | ||
<li> | <li>'Progressive' practices and approaches applied to service management: <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> | |||
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<p> </p> | <p> </p> | ||
< | <div style="float:left; border: 1px solid #c7c7c7; min-width:230px;"> | ||
<h3 style="background:#465674; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">The YaSM manifesto</h3> | |||
<html><div style="padding-left:5pt; padding-right:5pt; padding-top: 5px; padding-bottom: 10px;"> | |||
<p><ul> | <p><ul> | ||
<li>< | <li>YaSM stands for <span style="color:#004260;"><b>'Yet another Service Management Model'</b></span>.</li> | ||
<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> | <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> </p> | |||
< | <div style="float:left; width:100%; border: 1px solid #c7c7c7; min-width:230px;"> | ||
<h3 style="background:#EAF9F6; color:#004260; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">Articles and news</h3> | |||
<html><div style="padding-left:5pt; padding-right:10pt; padding-top: 5px; padding-bottom: 5px;"> | |||
< | <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> | |||
< | <p style="margin:10px 0px 5px 20px;">Hi! I'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> | ||
<ul> | <ul> | ||
<li> | <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> | <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/en/ | <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> | ||
</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> </p> | <p> </p> | ||
< | ===<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="caption" content="YaSM Wiki: ( | |||
<meta itemprop="dateCreated" content="2016-08-03" /> | <meta itemprop="dateCreated" content="2016-08-03" /> | ||
<meta itemprop="datePublished" content="2016-08-04" /> | <meta itemprop="datePublished" content="2016-08-04" /> | ||
<meta itemprop="dateModified" content=" | <meta itemprop="dateModified" content="2019-02-25" /> | ||
<meta itemprop="width" content=" | <meta itemprop="width" content="1200" /> | ||
<meta itemprop="height" content=" | <meta itemprop="height" content="1200" /> | ||
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<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" /> | |||
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<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" /> | |||
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<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" /> | |||
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<meta itemprop="keywords" content="YaSM Wiki" /> | <meta itemprop="keywords" content="YaSM Wiki" /> | ||
<meta itemprop="keywords" content="Service Management Wiki" /> | <meta itemprop="keywords" content="Service Management Wiki" /> | ||
<meta itemprop="keywords" content=" | <meta itemprop="keywords" content="ISO 20000 Wiki" /> | ||
<img itemprop="thumbnailUrl" | <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> | ||
< | |||
<span id="md-webpage-description" itemprop="description">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.</span> | |||
<html>Topics covered in the <b><span style="color:#004260;">YaSM Wiki</span></b> include:</html> | |||
* <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> | |||
* <span id="md-webpage-description-educationalUse-2" itemprop="educationalUse">Reference material on YaSM service management and details about the service management processes.</span> | |||
* <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> | |||
* <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;"/> | |||
<span | ===<span style="font-size:100%; font-weight: bold; color:#004260; padding-top: 20px;">About the Service Management Wiki</span>=== | ||
< | ---- | ||
< | <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® | The Service Management Model">YaSM</a>® and the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM® 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® Wiki | Main Page">IT Process Wiki</a> - the ITIL® 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 ➔ <a href="https://yasm.com/wiki/de/index.php/Hauptseite" title="YaSM Service-Management-Wiki (Deutsch)">German</a>.</p> | |||
< | |||
<html> | <html><h5 style="color:#004260; padding-left:5pt; padding-top: 15px;"><b>Trademarks | Authors</b></h5> | ||
<p style="padding-left:5pt;"><span id="YaSM">[1] YaSM® is a registered trademark of IT Process Maps GbR.</span><br /> | |||
<span id="ITIL">[2] ITIL® and IT Infrastructure Library® are registered trademarks of AXELOS Limited.</span><br /> | |||
<span id="COBIT">[3] COBIT® is a registered trademark of ISACA.</span><br /> | |||
<span id="ISO20000">[4] ISO/IEC 20000® is a registered trademark of ISO.</span><br /> | |||
<span id="CMMI">[5] CMMI® and Capability Maturity Model® are registered trademarks of Carnegie Mellon University.</span><br /> | |||
<span id="USMBOK">[6] USMBOK™ is a registered trade mark of Virtual Knowledge Solutions International Incorporated (VKSII).</span><br /> | |||
<span id="FitSM">[7] FitSM is published under a Creative Commons Attribution 4.0 International (CC BY 4.0) license.</span><br /> | |||
<span id="SIAM">[8] SIAM™ is a registered trade mark of EXIN.</span><br /> | |||
<span id="VeriSM">[9] VeriSM™ is a registered trademarks of IFDC.</span></p> | |||
<p style="padding-left:5pt;">By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <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:
- What is service management?
- Video: How service management helps organizations build up a loyal customer base.
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:
- The YaSM Process Map, a complete process model for service management, that is available for MS Visio®, BIC / BIC Process Design®, ARIS™ and as BPMN-XML documents,
- and the YaSM - ISO 20000 Bridge, an additional component for organizations that wish to become certified to ISO 20000.
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 service management
YaSM and other practices
YaSM videos
YaSM video series
The simple principles of good service management
- The customer is king
- Vaguely defined services can't be managed
- If you stop improving, you will fall behind
- Don't leave customer support to luck
- Without a strategy, you cannot take the long view
All about ISO 20000 and ISO 20000:2018
- Introduction to ISO 20000, the international standard for service management
- The current version of ISO/IEC 20000:2018
- How YaSM relates to ISO 20000
- FAQ: ISO 20000 certification
- Use cases: How the YaSM model supports your ISO 20000 project
All about ITIL and ITIL 4
- Introduction to ITIL®, de-facto standard for IT service management (ITSM)
- The current edition of ITIL 4
- Detailed mapping between ITIL V3 and ITIL 4
- ITIL Lite and lean ITIL
- Alternatives to ITIL
More about service management
- What is a service, and what is service management?
- What is ... ITIL® / ISO 20000 / FitSM / SIAM™ / VeriSM™?
- 'Progressive' practices and approaches applied to service management: DevOps / Agile / Lean
- Business services and enterprise service management (ESM)
- News: Service management news
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
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!
- Popular posts:
ITIL 4 vs. ITIL V3: Comparison | YaSM and ITIL 4 - Launch of the free YaSM Wiki, 2014.
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 
and Andrea Kempter , IT Process Maps.
Service management › The YaSM model › Service mgmt. processes › ISO 20000 › YaSM and ITIL 4
