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<meta property="og:title" content="YaSM® Wiki - The Service Management Wiki" />
<meta property="og:title" content="YaSM® Wiki - The Service Management Wiki" />
<meta property="og:description" content="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." />
<meta property="og:description" content="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." />
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<meta name="twitter:image:alt" content="All about service management: Concepts, frameworks, and processes in the areas of enterprise service management (ESM / BSM), IT service management (ITSM), and ISO 20000 (ISO/IEC 20000). Reference material on the YaSM service management process model, the established frameworks for service management and ITSM, and progressive methodologies (Agile, DevOps, etc.), ...">
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__NOTOC__
==<span style="font-weight: bold; color:#004260;">The YaSM&reg; Service Management Wiki - a complete introduction to service management concepts, frameworks and processes.</span>==


==The YaSM<sup><small>&#174;</small></sup> <span class="selflink">Service Management Wiki</span> - a complete introduction to service management concepts, frameworks and processes.==
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   <meta itemprop="datePublished" content="2019-02-25" />
   <meta itemprop="datePublished" content="2019-02-25" />
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<img itemprop="contentUrl" style="margin:10px 20px 10px 25px; float:right;" src="https://yasm.com/wiki/en/img/yasm-wiki.png" width="300" height="393" title="YaSM Service Management Wiki" alt="The YaSM Service Management Wiki - a complete introduction to service management concepts, frameworks and processes. - Logo of the Service Management Wiki" />
<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">
<div class="thumbcaption" style="margin:0px 0px 20px 25px;"><span itemprop="caption">YaSM<sup><small>&#174;</small></sup> Wiki - The Service Management Wiki</span></div>
<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>
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__NOTOC__
[[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.
<span style="word-wrap:normal;">[[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.</span>


The service management body of knowledge is mostly made up of various frameworks such as ITIL<sup><small>&#174;</small></sup>, COBIT<sup><small>&#174;</small></sup>, CMMI-SVC<sup><small>&#174;</small></sup>, SIAM&trade; or VeriSM&trade; that include principles, best practices and processes.
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.


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 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;">
<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><a href="https://yasm.com/wiki/en/index.php/Service_Management" title="What is service management">What is service management?</a></li>
<li style="margin-bottom: 15px;">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>
<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>===


===<span style="color:#379988;">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>
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<html><a href="https://yasm.com/en/" title="YaSM: Main page">YaSM</a><sup><small>&#174;</small></sup> ('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>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;">There are two YaSM products:</p>
<p style="margin-bottom: 15px;">The family of YaSM products includes:</p>
<ul><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,<li>
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 18px;">
<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 20000.</li></ul></html>
<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>===


===<span style="color:#379988;">Where to start with YaSM?</span>===
<html><p>If you are new to YaSM, start here:</p>
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<html><p style="padding-top: 5px;">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;">
<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/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 model.</li></ul>
<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: 15px;">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>
<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>
<p>&nbsp;</p>


===<span style="color:#379988;">Contents</span>===
===<span style="font-size:100%; font-weight: bold; color:#004260;padding-top: 10px;">Contents of the Wiki</span>===
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<h3 style="background:#379988; font-size: 110%; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px;">&nbsp;&nbsp;<b><span class="mw-headline" id="Contents_of_the_Wiki">Contents of the Wiki</span></b>&nbsp;&nbsp;</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>
 
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<h4 style="background:#379988; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;">&nbsp;&nbsp;<b><span class="mw-headline" id="YaSM_service_management">YaSM service management</span></b>&nbsp;&nbsp;</h4>
<div style="padding-left:5pt; padding-right:5pt">
<ul style="margin-top: 17px;">
<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-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#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_Processes#Supporting_processes" title="Service management: Supporting processes">Supporting processes</a></li>
<li><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-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><a href="https://yasm.com/wiki/en/index.php/YaSM_Glossary" title="YaSM service management glossary">Service management glossary</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/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 checklists &amp; document templates">Checklists and document templates</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-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-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>
<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;" />
</ul><hr style="margin: 10px 0;" />
<p style="margin-left: 10px; font-weight: bold; color: #379988;">YaSM projects</p>
<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/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/Service_Management_Project_-_Roadmap" title="Service management projects - a roadmap">Service management projects - a roadmap</a></li>
</ul><br>
</ul><br>
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<h4 style="background:#3CB2A5; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;">&nbsp;&nbsp;<b><span class="mw-headline" id="YaSM_and_other_practices">YaSM and other practices</span></b>&nbsp;&nbsp;</h4>
<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: #379988;">YaSM and ...</p>
<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_and_ITIL" title="YaSM and ITIL (ITIL 4)">ITIL&reg; 4</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/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_ITIL" title="YaSM and ITIL (ITIL 4)">ITIL<sup><small>&#174;</small></sup> 4</a></li>
<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/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/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><sup><small>&#174;</small></sup></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><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>&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/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/SIAM_and_YaSM" title="YaSM and SIAM Service Integration and Management">SIAM</a>&trade;</li>
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</ul>
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<hr style="margin: 10px 0;" />
<p style="margin-top: 17px; margin-left: 10px; font-weight: bold; color: #379988;">YaSM and 'progressive' practices</p>
<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/DevOps_and_YaSM" title="YaSM and DevOps">DevOps</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_and_Agile_Service_Management" title="YaSM and Agile Service_Management">Agile</a></li>
<li><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>
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<h4 style="background:#6BB8C0; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;">&nbsp;&nbsp;<b><span class="mw-headline" id="YaSM_videos">YaSM videos</span></b>&nbsp;&nbsp;</h4>
<h4 style="background:#D2EAEC; color:#004260; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">YaSM videos</h4>
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<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 (ITIL 4)">YaSM and ITIL<sup><small>&#174;</small></sup> (ITIL 4)</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-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/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>
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<hr style="margin: 10px 0;" />
<p style="margin-left: 10px; font-weight: bold; color: #379988;">The simple principles of good service management</p>
<ul>
<li style="margin-top: 7px;"><a href="https://yasm.com/en/videos" title="YaSM videos">All YaSM videos</a></li>
</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;">
<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/customer-service-management-yasm" title="Video: Customer service management">The customer is king</a></li>
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<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>
<hr style="margin: 10px 0;" />
<ul>
<li><a href="https://yasm.com/en/videos" title="YaSM videos">All YaSM videos</a></li>
</ul><br>
</ul><br>
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<p>&#160;</p>


<div style="float:left; margin-right:1%; margin-top: 10px; margin-left: 5px; width:48%; border: 1px solid #c7c7c7; min-width:230px;">
<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:#8AA8D8; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;">&nbsp;&nbsp;<b><span class="mw-headline" id="All_about_ISO_20000_and_ISO_20000:2018">All about ISO 20000 and ISO 20000:2018</span></b>&nbsp;&nbsp;</h4>
<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>
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<ul style="margin-top: 17px;">
<li><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 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 new version of ISO/IEC 20000:2018</a></li></ul>
<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;" />
<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>
<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>
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<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 20000:2018</a></li></ul>
<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>
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<div style="float:left; margin-right:1%; margin-top: 10px; width:48%; border: 1px solid #c7c7c7; min-width:230px;">
<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:#95BDD8; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;">&nbsp;&nbsp;<b><span class="mw-headline" id="All_about_ITIL_and_ITIL_4">All about ITIL and ITIL 4</b>&nbsp;&nbsp;</h4>
<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>
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<html><div style="padding-left:5pt; padding-right:5pt">
<ul style="margin-top: 17px;">
<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><sup><small>&#174;</small></sup>, de-facto standard for IT service management (ITSM)</li>
<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 new edition of ITIL 4</a></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><span style="color:#379988;"><b>New:</b></span> <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_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/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>
<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>
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<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>
<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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<div style="float:left; border: 1px solid #c7c7c7; min-width:230px; width: 98%; margin-left: 5px; margin-right: 5px; margin-bottom: 5px;">
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<h4 style="background:#B5D1E3; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;">&nbsp;&nbsp;<b><span class="mw-headline" id="More_about_service_management">More about service management</span></b>&nbsp;&nbsp;</h4>
<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>
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<html><div style="padding-left:5pt; padding-right:5pt; padding-top: 5px; padding-bottom: 10px;">
<p><ul>
<p><ul>
<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><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>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><sup><small>&#174;</small></sup> / <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>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>'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>
<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>
<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>
<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;" />
<hr style="margin: 10px 0;" />
<ul><li><span style="color:#379988;"><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>
<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>&#160;</p>
<p>&#160;</p>


<div style="float:left; border: 1px solid #c7c7c7; min-width:230px;">
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<h3 style="background:#379988; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;">&nbsp;&nbsp;<b>The YaSM manifesto</b>&nbsp;&nbsp;</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: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>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>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 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>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>
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<p>&#160;</p>
<p>&#160;</p>


<div style="float:left; width:100%; border: 1px solid #c7c7c7; min-width:230px;">
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<h3 style="background:#379988; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;">&nbsp;&nbsp;<b><span class="mw-headline" id="Articles_and_news">Articles and news</span></b>&nbsp;&nbsp;</h3>
<h3 style="background:#EAF9F6; color:#004260; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">Articles and news</h3>
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<h4 style="color:#379988; padding-left:5pt;"><span class="mw-headline" id="YaSM_articles">YaSM articles</span></h4>
<h5 style="color:#004260; padding-left:5pt;"><b><span class="mw-headline" id="YaSM_articles">YaSM articles</span></b></h5>
<a href="https://yasm.com/wiki/en/index.php/YaSM_Service_Management_News"><img src="https://yasm.com/wiki/en/img/yasm-service-management/service-management-blog-yasm-2x1.jpg" width="400" height="200" alt="Articles and news about (enterprise) service management,  ITSM and ISO 20000." title="YaSM articles and news | Service management explained!" style="margin:10px 0px 30px 30px; float:right;"/></a>
<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; word-wrap:normal;">Hi!&nbsp;I&#039;m&nbsp;Stefan&nbsp;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>
 
<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>


<ul>
<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<sup><small>&#174;</small></sup> 4</a></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>&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>
<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>


<h4 style="color:#379988; padding-left:5pt; padding-top: 15px;"><span class="mw-headline" id="YaSM_news">YaSM news</span></h4>
<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>
<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>
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===<span style="color:#379988; padding-top: 20px;">Topics covered in this Wiki</span>===
===<span style="font-size:100%; font-weight: bold; color:#004260;">Topics covered in this Wiki</span>===
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<a href="https://yasm.com/wiki/en/img/yasm-wiki/1x1/yasm-service-management-wiki.jpg" title="Service Management Wiki: Contents" itemprop="contentUrl">
<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: 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." />
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  <meta itemprop="dateModified" content="2019-02-25" />
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<img style="margin:5px 0px 30px 30px; float:right;" src="https://yasm.com/wiki/en/img/yasm-wiki/yasm-service-management-wiki.jpg" width="400" height="225" title="Service Management Wiki: Contents" alt="YaSM Wiki: Service Management (BSM, ESM, ITSM) and ISO 20000 (ISO/IEC 20000). Reference material about the YaSM service management process model." /></a></div></div></html>
<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 style="margin-bottom: 25px; word-wrap:normal;"><span id="md-webpage-description" itemprop="description">In the YaSM&reg; 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></span>  
<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>


Topics covered include:
<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-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-2" itemprop="educationalUse">Reference material on YaSM service management and details about the service management processes.</span>
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* <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-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>
* <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|All topics]].<br style="clear:both;"/>
* Overview: [[#Contents_of_the_Wiki|All topics]].<br style="clear:both;"/>


===<span style="color:#379988;">About the Service Management Wiki</span>===
===<span style="font-size:100%; font-weight: bold; color:#004260; padding-top: 20px;">About the Service Management Wiki</span>===
----
----
<html><p style="margin-bottom: 15px;">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> 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 YaSM model and the Service Management Wiki were established in 2014; the 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>
<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>


<html><h4 style="color:#379988; padding-left:5pt; padding-top: 15px;">Trademarks | Authors</h4>
<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<sup><small>&#174;</small></sup> is a registered trademark of IT Process Maps GbR.</span><br />
<p style="padding-left:5pt;"><span id="YaSM">[1] YaSM&reg; 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 />
<span id="ITIL">[2] ITIL&reg; and IT Infrastructure Library&reg; are registered trademarks of AXELOS Limited.</span><br />
<span id="COBIT">[3] COBIT<sup><small>&#174;</small></sup> is a registered trademark of ISACA.</span><br />
<span id="COBIT">[3] COBIT&reg; is a registered trademark of ISACA.</span><br />
<span id="ISO20000">[4] ISO/IEC 20000<sup><small>&#174;</small></sup> is a registered trademark of ISO.</span><br />
<span id="ISO20000">[4] ISO/IEC 20000&reg; is a registered trademark of ISO.</span><br />
<span id="CMMI">[5] CMMI<sup><small>&#174;</small></sup> and Capability Maturity Model<sup><small>&#174;</small></sup> are registered trademarks of Carnegie Mellon University.</span><br />
<span id="CMMI">[5] CMMI&reg; and Capability Maturity Model&reg; are registered trademarks of Carnegie Mellon University.</span><br />
<span id="USMBOK">[6] USMBOK&trade; is a registered trade mark of Virtual Knowledge Solutions International Incorporated (VKSII).</span><br />
<span id="USMBOK">[6] USMBOK&trade; 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="FitSM">[7] FitSM is published under a Creative Commons Attribution 4.0 International (CC BY 4.0) license.</span><br />
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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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