YaSM and ITIL: Difference between revisions

Latest revision as of 14:00, 29 July 2024

Comparison: YaSM and ITIL® (ITIL 4)

Part of: YaSM vs. other service management frameworks and standards

YaSM® [1] and ITIL® [2] have common roots and share the same principles, so users familiar with ITIL will find the YaSM model and the YaSM service management processes easy to read.

This page provides a detailed account of how the YaSM service management model relates to the latest edition of ITIL 4. If your organization uses ITIL V3, there is another page with a comparison between YaSM and ITIL V3 (ITIL 2011).

ITIL 4 practices and ITIL 3 processes. 34 management practices from ITIL 4 vs. 26 service lifecycle processes from ITIL V3 (ITIL 2011). — **Fig. 1: ITIL 4 practices and ITIL V3 processes (ITIL 2011 processes)**

ITIL® has a history of some 30 years. It has gone through several revisions and has grown into a large and sophisticated framework that many find difficult to understand.

Where ITIL V2 defined only 10 processes for service support and service delivery,
ITIL V3 specified 26 processes organized around the service lifecycle,
and ITIL 4 describes a service value system including 34 service management practices.

Against this backdrop, many organizations that wish to adopt ITIL best practices are wondering where to begin. Ultimately, service providers will need to define tailor-made processes that work for the organization, and YaSM provides an alternative to ITIL that makes this task easier:

The YaSM model and ITIL

The YaSM model describes a set of streamlined service management processes, with a clear-cut structure.

This does not mean that YaSM is simplistic: Every ITIL process or practice serves a purpose, and YaSM does not merely omit some processes, as various approaches for 'light' or 'lean' ITIL would advocate. Rather, YaSM is less complex and easier to read because it introduces a simple and intuitive process structure.

The YaSM process model follows the principles behind ITIL - and also the guidance provided in other service management frameworks and approaches, such as COBIT®, SIAM™ and FitSM. What is more, the YaSM processes are 100% compatible with the requirements of ISO 20000, the international standard for service management.

Note: YaSM® is an independent service management model and is not officially endorsed by the owners of ITIL®.

ITIL 4 processes and ITIL 4 process templates?

Earlier versions of ITIL were organized around service management processes, but ITIL 4 describes a service value system and service management practices that do not specifically relate to processes.

ITIL 4 and service management processes (YaSM): ITIL 4 process management based on service lifecycle and support processes from the YaSM process model. — **Fig. 2: ITIL 4 and YaSM**
ITIL 4 processes and process templates based on YaSM service management.

Technically speaking, there are thus no "ITIL 4 processes" - but to apply the ITIL 4 guidance in practice organizations surely need to define suitable processes. (The authors of ITIL 4 state that defined processes "ensure the organization is enabling value creation for all stakeholders efficiently and effectively".)

So the question arises: Can a service management process model like YaSM define ITIL® 4 processes, and is it possible to provide ITIL 4 process templates?

The answer is yes, although translating ITIL 4 into process templates is not as straightforward as it is with ITIL V3 (see fig. 2).

There is no defined set of ITIL 4 processes and to work out ITIL 4-aligned processes, based on the ITIL 4 practices, users must apply their own judgement.

Not every ITIL 4 practice can be translated into a process (some describe management techniques and principles rather than activities). But a comparison between ITIL 4 and ITIL V3 shows that most of the ITIL 4 practices can be traced back to ITIL V3 processes. For example, the ITIL 4 practice of incident management clearly corresponds to the familiar incident management process.

It is therefore not wrong to argue that ITIL 4 includes guidance for processes, and providing templates for ITIL 4 processes is quite feasible.

What is more, ITIL 4 is not prescriptive and in favor of "keeping things simple and practical".

This presents an opportunity for a fresh start with a less complex, streamlined and well-defined set of ITIL 4 process templates, as provided in the YaSM model. These templates can be easily adapted to create tailor-made processes, in line with the needs of specific organizations.

Video: Service management processes for ITIL 4. - The YaSM process model describes exemplary service management processes that follow the ITIL 4 guidance. — **Start the video: Service management processes for ITIL 4**

In this video Stefan Kempter presents a pragmatic approach to defining the service management processes for your organization:

Watch the video:

Service management processes for ITIL 4 (9:04 min.)

Processes and value streams in ITIL 4

In the four dimensions model, ITIL 4 relates to "value streams and processes", and organizations are advised to identify their processes and value streams. But there is often confusion around the two concepts because they are somewhat similar: Both describe sequences of activities and both create value. So should organizations focus on processes or value streams?

In practice, most organizations will use processes as well as value streams:

Processes represent the organization's operating model, and properly defined processes are important because they ensure, among others, that

Employees and other stakeholders are aware of their responsibilities and accountabilities
Repeated tasks are carried out consistently and efficiently
Rules and compliance requirements are observed.

Typical examples for service management processes are service portfolio management, incident management, change management, etc.

Processes are often documented in a process model, for which the YaSM Process Map provides an example and a complete set of service management process templates.

Value streams are somewhat similar to processes, but their purpose is different: Value streams are mostly representations of the steps required to deliver a service to a customer. They show "end-to-end" views and typically start with a customer need and end with that need being fulfilled. Value streams are often included in service definitions to describe how value is created and how users interact with the service.

An example of a value stream could be the sequence of steps required for the onboarding of new customers to a specific service.

ITIL 4 components and YaSM

The following table provides an overview of the ITIL 4 components [3] versus processes and content from the YaSM service management model.

Comparison: ITIL 4 Components vs. YaSM Service Management
ITIL 4 components	Related YaSM processes and content
ITIL 4 key concepts
Key concepts of service management	The first part of ITIL describes the key concepts of service management. The YaSM model is based on these concepts and explains how organizations can bring them to life in their service management processes.
ITIL 4 four dimensions model
The four dimensions of service management	ITIL defines four dimensions that should be considered to ensure a holistic approach to service management: Organizations and people, information and technology, partners and suppliers, as well as value streams and processes. These dimensions are applicable to the service value system in general and to specific services. The YaSM processes are designed to consider these key aspects of service management as services are designed, operated and continually improved.
The ITIL 4 service value system (SVS)
Service value system overview	The ITIL service value system (SVS) describes "how all the components and activities in the organization work together to enable value creation". It includes five components: Guiding principles, governance, service value chain, practices and continual improvement. The ITIL SVS is in some ways similar to the holistic systems approach known from other service management frameworks and standards, such as ISO 20000 and VeriSM. The YaSM model supports organizations that wish to adopt a systems approach for managing their services, providing detailed processes, document templates, policies, etc.
ITIL guiding principles	The ITIL 4 guiding principles are universal recommendations that can guide organizations in many situations, such as "work holistically" and "keep it simple and practical". The YaSM model helps organizations to apply many of these principles in practice.
Governance	The governance component of the ITIL service value system is about directing and controlling the organization. The YaSM processes include a number of activities that are concerned with governance, such as establishing policies, performing reviews at different organizational levels, defining the service strategy and monitoring performance.
ITIL service value chain	The ITIL service value chain is the central element in the ITIL service value system. It presents the key activities required to create value for customers. The six value chain activities are: Plan, improve, engage, design and transition, obtain / build, deliver and support. The YaSM model describes 19 service management processes. This configuration is not identical with the ITIL 4 service value chain, but on a more detailed level the activities in the YaSM processes broadly correspond to the value chain activities.
Continual improvement	The ITIL model for continual improvement describes a structured approach to identifying and implementing improvements that can be used at all levels of the organization. The YaSM model applies this approach in a number of processes, such as the service improvement process.
ITIL 4 practices	ITIL 4 presents 34 practices as "sets of organizational resources designed for performing work or accomplishing an objective". These practices are integrated into the YaSM processes. For a detailed comparison, see below: detailed comparison between ITIL 4 practices and YaSM processes

ITIL 4 practices and YaSM processes

The 34 ITIL 4 practices include 14 general management practices, 17 service management practices, and 3 technical management practices. — **Fig. 3: ITIL 4 practices**
General management, service management and technical mgmt. practices.

ITIL 4 describes 34 management practices as "organizational resources designed for performing work or accomplishing an objective".

Some of these ITIL 4 practices (see fig. 3) are general management practices or methods adopted from technology management, but most of them correspond to the processes known from the previous edition of ITIL V3 and other service management frameworks.

As YaSM was designed to be aligned with ITIL, there is generally good alignment between the ITIL 4 practices and the YaSM service management processes, as described in the following tables:

ITIL 4 general management practices and related YaSM processes
ITIL 4 service management practices and related YaSM processes
ITIL 4 technical management practices and related YaSM processes

The YaSM model is thus a good starting point for defining ITIL 4 processes.

Remarks:

The management practices in this table are based on ITIL 4 Foundation [4]
If your organization uses ITIL V3, there is another page with a comparison between YaSM and ITIL V3 (ITIL 2011).

ITIL 4 general management practices and related YaSM processes

ITIL 4 general management practices and related YaSM processes
ITIL 4 management practices	Related YaSM processes	Comparison: YaSM service management and ITIL 4
Architecture management	(Various YaSM processes)	This ITIL 4 practice discusses the importance of architecture management and how the various types of architecture support the service value chain. Several YaSM processes are concerned with managing the different ITIL 4 architecture domains. Architecture domains include services, processes, capabilities, information and data, technology, etc.
Continual improvement	LP5: Improve the services SP1: Set up and maintain the service mgmt. system	Continual improvement in ITIL 4 is about ongoing improvement of the organization's services, practices and all other elements required for the provision of services. There are several YaSM processes that support continual improvement, in particular LP5: Improve the services SP1: Set up and maintain the service management system (for the continual improvement of processes, policies, etc.) ITIL 4 advises that organizations use a continual improvement register (CRI) to manage their improvement ideas. In the YaSM model, improvement ideas are managed through the service and process improvement plans.
Information security management	SP7: Ensure security	The ITIL 4 practice of 'information security management' corresponds with the YaSM security management process SP7.
Knowledge management	(Various YaSM processes)	The ITIL 4 practice of knowledge management is concerned with collecting and sharing knowledge of all types in various forms. YaSM takes the view that knowledge is managed, and knowledge management principles are used in many service management processes. For example, the incident management process maintains a knowledge base to support the resolution of service incidents.
Measurement and reporting	LP4: Operate the services SP1: Set up and maintain the service mgmt. system	This ITIL 4 practice is about collecting all relevant information to support decision making in the organization. There are several YaSM processes that include measurement and reporting activities, in particular LP4: Operate the services (monitoring and reporting of service quality and service levels) SP1: Set up and maintain the service management system (monitoring and reporting of process metrics). ITIL 4 refers to critical success factors (CSFs) and key performance indicators (KPIs). The YaSM model uses terms that are similar in meaning, such as process metrics and service levels.
Organizational change management	--	Organizational change management (OCM) is a set of techniques and capabilities rather than a process. OCM addresses the human side of changes and aims to ensure that changes are implemented smoothly. OCM can be applied in many situations, whenever the organization needs to change its processes, behaviors, culture, etc.
Portfolio management	LP1: Set the strategic direction SP2: Maintain the service portfolio SP3: Manage customer relationships SP6: Manage projects	The ITIL 4 practice of portfolio management refers to various types of portfolios, such as services, projects and customers. Major decisions about these portfolios are taken at the strategic level. For example, the strategic process in YaSM is responsible for determining the right mix of services to be offered to customers.
Project management	SP6: Manage projects	The ITIL 4 practice of 'project management' corresponds with the YaSM project management process SP6.
Relationship management	SP3: Manage customer relationships	The relationship management practice in ITIL 4 is broader in scope and refers to relationships with all stakeholders of the organization, including customers.
Risk management	LP1: Set the strategic direction SP7: Ensure security SP8: Ensure continuity	Risks are addressed in several YaSM processes at various levels. For example: The strategic process assesses risks to the organization's business model. Security management addresses security risks. Continuity management deals with risks from critical, disruptive events.
Service financial management	SP12: Manage service financials	The ITIL 4 practice of 'service financial management' corresponds with the YaSM financial management process SP12.
Strategy management	LP1: Set the strategic direction	The ITIL 4 practice of 'Strategy Management' corresponds with the YaSM service strategy process LP1.
Supplier management	SP11: Manage suppliers	The ITIL 4 practice of 'supplier management' corresponds with the YaSM supplier management process SP11.
Workforce and talent management	SP10: Manage human resources	The ITIL 4 practice of 'workforce and talent management' corresponds with the YaSM human resources management process SP10.

ITIL 4 service management practices and related YaSM processes

ITIL 4 service management practices and related YaSM processes
ITIL 4 management practices	Related YaSM processes	Comparison: YaSM service management and ITIL 4
Availability management	(Various YaSM processes)	The YaSM model does not contain a specific availability management process. Rather, service availability is treated as an aspect of services to be managed through the service lifecycle processes. Availability requirements are defined during the service design stage, and services are then built with those requirements in mind. The operating process will be responsible for measuring the achieved availability levels, which allows the service improvement process to take action if availability must be enhanced. See also: Availability management in YaSM
Business analysis	(Various YaSM processes)	This ITIL 4 practice describes techniques for analyzing systems, processes, architectures, etc. Some of these techniques are applied in the YaSM processes, for instance as service requirements are defined in the service design process.
Capacity and performance management	(Various YaSM processes)	YaSM does not contain a specific capacity management process but treats service capacity and performance as aspects to be managed through the service lifecycle processes. Capacity and performance requirements are defined during the service design stage, and services are then built with those requirements in mind. The operating process will be responsible for measuring capacity and performance levels, which allows the service improvement process to take action if capacity must be adjusted or performance improved. See also: Capacity management in YaSM
Change enablement	SP5: Assess and coordinate changes	The ITIL 4 practice of 'change enablement' corresponds with the YaSM change management process SP5.
Incident management	LP4.6: Resolve incidents and service requests	YaSM takes the view that the management of incidents and service requests are very similar in nature. There is thus one process in YaSM to handle incidents as well as service requests.
IT asset management	SP4: Manage config. information	The key activities of IT asset management as described in ITIL 4, such as maintaining a list of IT assets, recording changes and providing current information about IT assets, are included in the YaSM process for managing configuration information (SP4). YaSM does not describe financial asset management in detail.
Monitoring and event management	LP4.3: Monitor the services	The ITIL 4 practice of 'monitoring and event management' corresponds with the YaSM service monitoring process LP4.3.
Problem management	LP4.7: Resolve problems	The ITIL 4 practice of 'problem management' corresponds with the YaSM problem management process LP4.7.
Release management	LP3: Build new or changed services LP5: Improve the services	In the YaSM model, new or changed services are made available for use through the service implementation process. Smaller, incremental changes to services (as in Agile/DevOps environments) are typically managed through the service improvement process.
Service catalogue management	SP2: Maintain the service portfolio	The YaSM process for maintaining the service portfolio contains activities for publishing service catalogs and keeping them consistent and up to date, in line with updates to the service portfolio.
Service configuration management	SP4: Manage config. information	The ITIL 4 practice of 'service configuration management' corresponds with the YaSM configuration management process SP4.
Service continuity management	SP8: Ensure continuity	The ITIL 4 practice of 'service continuity management' corresponds with the YaSM service continuity management process SP8.
Service design	LP2: Design new or changed services	The ITIL 4 practice of 'service design' corresponds with the YaSM service design process LP2.
Service desk	LP4.6: Resolve incidents and service requests	The service desk practice highlights the key aspects to be considered when offering a single point of contact with customers and users. It does not describe service desk activities. In the YaSM model, the typical service desk activities are described in the incident and service request resolution process.
Service level management	(Various YaSM processes)	In the YaSM model, several processes are concerned with managing service levels throughout the service lifecycle. The required service levels - as well as the required service outcomes - are defined in the service design stage, based on the needs of the customers. Monitoring and reporting of service levels is the responsibility of service operation. The service improvement process will review the achieved service levels against the committed levels and initiate corrective action if required. See also: Service level management in YaSM
Service request management	LP4.6: Resolve incidents and service requests	YaSM takes the view that the management of incidents and service requests are very similar in nature. There is thus one process in YaSM to handle incidents as well as service requests.
Service validation and testing	LP3: Build new or changed services	YaSM does not contain a separate validation and testing process. Rather, the service build process contains the activities for testing the infrastructure and other capabilities required for a new or changed service.

ITIL 4 technical management practices and related YaSM processes

ITIL 4 technical management practices and related YaSM processes
ITIL 4 management practices	Related YaSM processes	Comparison: YaSM service management and ITIL 4
Deployment management	(Various YaSM processes)	This practice explains various approaches to the deployment of hardware, software and other service components into the live environment. YaSM is not prescriptive regarding these approaches. These approaches can be applied in various YaSM processes, such as LP3: Build new or changed services (deployment of new or significantly changed services) LP5: Improve the services (deployment of service improvements).
Infrastructure and platform management	--	This ITIL practice is about providing the right mix of technologies to the organization and governing the use of technology solutions. It includes guidance on cloud services and cloud computing. The infrastructure and platform management practice can be applied in various YaSM processes, such as the strategic and service design processes.
Software development and management	--	ITIL (and all other service management frameworks) do not provide detailed guidance on software development. The YaSM model describes the interfaces with software development, but otherwise it is considered a discipline of its own and is outside the scope of the YaSM service management processes.

References

[AXELOS, 2019]. -- AXELOS: ITIL® Foundation, ITIL 4 Edition. - The Stationery Office; Norwich, UK, February 2019.

External links

[IT Process Wiki]. -- S. Kempter & Kempter, A.: "IT Process Wiki". -- The Wiki about the IT Infrastructure Library ITIL® (ITIL 4, ITIL 2011, ITIL V3 & V2), ISO 20000 and IT Service Management (ITSM). - IT Process Maps; Lindau (Bodensee), Germany.
[IT Process Wiki - ITIL Processes]. -- S. Kempter: IT Process Wiki, "ITIL Processes". - IT Process Maps; Lindau (Bodensee), Germany.

Notes

[1] YaSM stands for "Yet another Service Management Model". YaSM® is a registered trademark of IT Process Maps GbR.
[2] ITIL® is a registered trademark of AXELOS Limited. - IT Infrastructure Library® is a registered trademark of AXELOS Limited. ITIL official site: https://www.axelos.com/certifications/itil-service-management
[3] The ITIL guidance referenced in this table is based on ITIL 4 Foundation, published in February 2019.
[4] The management practices in this table are based on ITIL 4 Foundation, published in February 2019.

Is based on: The YaSM Process Map - Document: "YaSM and ITIL®"

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

The YaSM model and ITIL › ITIL 4 processes and ITIL 4 process templates? › ITIL 4 components and YaSM › ITIL 4 practices and YaSM processes

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Latest revision as of 14:00, 29 July 2024

Contents

The YaSM model and ITIL

ITIL 4 processes and ITIL 4 process templates?

Processes and value streams in ITIL 4

ITIL 4 components and YaSM

ITIL 4 practices and YaSM processes

ITIL 4 general management practices and related YaSM processes

ITIL 4 service management practices and related YaSM processes

ITIL 4 technical management practices and related YaSM processes

Related articles

References

External links

Notes

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+  <meta itemprop="url" content="https://yasm.com/wiki/de/img/yasm-service-management/480px/capacity-management.jpg" />
+  <meta itemprop="width" content="480" />
+  <meta itemprop="height" content="360" />
+  <meta itemprop="dateCreated" content="2022-06-30" />
+  <meta itemprop="datePublished" content="2022-06-30" />
+</span>
+<meta itemprop="keywords" content="ITIL practices processes" />
+<meta itemprop="keywords" content="ITIL 4 difference" />
+<meta itemprop="keywords" content="ITIL 4 lifecycle" />
-<p>YaSM, however, is somewhat leaner and less complex. This was important to us because we think both large and small organizations should be able to benefit from service management best practice.</p>
+<figure class="mw-halign-right" typeof="mw:File/Thumb"><a itemprop="contentUrl"href="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-practices-itil-v3-processes-comparison.jpg" title="ITIL 4 practices and ITIL V3 processes"><img srcset="https://yasm.com/wiki/en/img/yasm-frameworks/itil/480px/itil-4-practices-itil-v3-processes-comparison.jpg 480w, https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-practices-itil-v3-processes-comparison.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-practices-itil-v3-processes-comparison.jpg" decoding="async" width="480" height="360" class="mw-file-element" alt="ITIL 4 practices and ITIL 3 processes. 34 management practices from ITIL 4 vs. 26 service lifecycle processes from ITIL V3 (ITIL 2011)." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-practices-itil-v3-processes-comparison.jpg" title="ITIL 4 practices and ITIL V3 processes">ITIL&#8239;4 practices and ITIL&#8239;V3 processes (ITIL&#8239;2011 processes)</a></b></span></figcaption></figure></div></html>
-<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 18px;">
+<span style="word-wrap:normal;">[[ITIL]]&#174; has a history of some 30 years. It has gone through several revisions and has grown into a large and sophisticated framework that many find difficult to understand.</span>
-<li>For a brief summary, watch our animated video about the <a href="https://yasm.com/en/videos/yasm-itil">differences between YaSM and ITIL&reg;</a> (9:28 min.).</li></ul><p></html>
-<p>&nbsp;</p>
+* Where [[ITIL#ITIL_V2|ITIL V2 defined only 10 processes]] for service support and service delivery,
+* [[YaSM and ITIL V3|ITIL V3 specified 26 processes]] organized around the service lifecycle,
+* and ITIL 4 describes a [[ITIL_4_vs_ITIL_V3#ITIL_4_service_value_system_.28SVS.29|service value system]] including [[#ITIL_4_practices_and_YaSM_processes|34 service management practices]].
+Against this backdrop, many organizations that wish to adopt ITIL best practices are wondering where to begin. Ultimately, service providers will need to define tailor-made processes that work for the organization, and [[#The_YaSM_model_and_ITIL|YaSM provides an alternative to ITIL]] that makes this task easier:
+<br style="clear:both;"/>
+==The YaSM model and ITIL==
+The YaSM model describes a set of streamlined [[Service Management Processes|service management processes]], with a clear-cut structure.
+<html>This does not mean that YaSM is simplistic: Every ITIL process or practice serves a purpose, and YaSM does not merely omit some processes, as various <a href="https://yasm.com/wiki/en/index.php/ITIL_Lite_and_YaSM" title="Related article: Is YaSM 'ITIL lite' or 'lean ITIL'?">approaches for 'light' or 'lean' ITIL</a> would advocate. Rather, YaSM is less complex and easier to read because it introduces a simple and intuitive process structure.</p>
+<p>The <a href="https://yasm.com/en/products/yasm-process-map" title="The YaSM Process Map: The Service management process model">YaSM process model</a> follows the principles behind ITIL - and also the guidance provided in other service management frameworks and approaches, such as <a href="https://yasm.com/wiki/en/index.php/YaSM_and_COBIT" title="YaSM and COBIT">COBIT</a>&reg;, <a href="https://yasm.com/wiki/en/index.php/SIAM_and_YaSM" title="SIAM and YaSM">SIAM</a>&trade; and <a href="https://yasm.com/wiki/en/index.php/FitSM_and_YaSM" title="FitSM (Federated IT Service Management) and YaSM">FitSM</a>. What is more, the YaSM processes are 100% compatible with the requirements of <a href="https://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000" title="YaSM and ISO 20000">ISO 20000</a>, the international standard for service management.</html>
+<i>Note: YaSM&reg; is an independent service management model and is not officially endorsed by the owners of ITIL&reg;.</i>
+==ITIL 4 processes and ITIL 4 process templates?==
+Earlier versions of ITIL were organized around service management processes, but ITIL 4 describes a [[ITIL#ITIL_service_value_system|service value system]] and service management practices that do not specifically relate to processes.
+<html><div itemid="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-processes-yasm.jpg" itemscope itemtype="https://schema.org/ImageObject">
+<meta itemprop="caption" content="ITIL 4 processes and process templates based on YaSM service management processes." />
+<meta itemprop="width" content="1200" />
+<meta itemprop="height" content="900" />
+<meta itemprop="representativeOfPage" content="true"/>
+<meta itemprop="dateCreated" content="2019-03-21" />
+<meta itemprop="datePublished" content="2019-03-22" />
+<meta itemprop="dateModified" content="2023-10-28" />
+<span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject">
+  <meta itemprop="url" content="https://yasm.com/wiki/en/img/yasm-frameworks/itil/16x9/itil-4-processes-yasm.jpg" />
+  <meta itemprop="width" content="1200" />
+  <meta itemprop="height" content="675" />
+  <meta itemprop="dateCreated" content="2019-03-21" />
+  <meta itemprop="datePublished" content="2019-03-22" />
+  <meta itemprop="dateModified" content="2023-10-28" />
+</span>
+<span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject">
+  <meta itemprop="url" content="https://yasm.com/wiki/en/img/yasm-frameworks/itil/480px/itil-4-processes-yasm.jpg" />
+  <meta itemprop="width" content="480" />
+  <meta itemprop="height" content="360" />
+  <meta itemprop="dateCreated" content="2022-07-03" />
+  <meta itemprop="datePublished" content="2022-07-03" />
+  <meta itemprop="dateModified" content="2023-10-28" />
+</span>
+<span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject">
+  <meta itemprop="url" content="https://yasm.com/wiki/en/img/yasm-frameworks/itil/400px/itil-4-processes-yasm.jpg" />
+  <meta itemprop="width" content="400" />
+  <meta itemprop="height" content="300" />
+  <meta itemprop="dateCreated" content="2024-09-23" />
+  <meta itemprop="datePublished" content="2024-09-23" />
+</span>
+<meta itemprop="keywords" content="YaSM ITIL" />
+<meta itemprop="keywords" content="ITIL 4 processes" />
+<meta itemprop="keywords" content="ITIL 4 process templates" />
+<figure class="mw-halign-right" typeof="mw:File/Thumb"><a itemprop="contentUrl"href="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-processes-yasm.jpg" title="YaSM processes for ITIL 4">
+<img srcset="https://yasm.com/wiki/en/img/yasm-frameworks/itil/400px/itil-4-processes-yasm.jpg 400w, https://yasm.com/wiki/en/img/yasm-frameworks/itil/480px/itil-4-processes-yasm.jpg 480w, https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-processes-yasm.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-processes-yasm.jpg" fetchpriority="high" decoding="async" width="480" height="360" class="mw-file-element" alt="ITIL 4 and service management processes (YaSM): ITIL 4 process management based on service lifecycle and support processes from the YaSM process model." /></a>
-==<span id="yasm-itil-differences">YaSM and ITIL&reg;: The main differences</span>==
+<figcaption><span style="font-variant:small-caps;"><b>Fig. 2: ITIL&#8239;4 and YaSM</b><br /><a href="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-processes-yasm.jpg" title="YaSM processes for ITIL 4">ITIL&#8239;4 processes and process templates based on YaSM service management.</a></span></figcaption></figure></div></html>
-This does not mean that YaSM is simplistic: Every ITIL process serves a purpose, so YaSM does not merely omit a number of ITIL processes, as a number of approaches for "light" or "lean" ITIL would advocate.
+<span style="word-wrap:normal;">Technically&nbsp;speaking,&nbsp;there are thus no "ITIL 4 processes" - but to apply the ITIL 4 guidance in practice organizations surely need to define suitable processes. (The authors of ITIL 4 state that defined processes "ensure the organization is enabling value creation for all stakeholders efficiently and effectively".)</span>
-Rather, YaSM is less complex because it departs in some areas from ITIL's rigorous service lifecycle structure, and introduces a simpler and more intuitive process structure which distinguishes between [[Service_Management_Processes#service-lifecycle-processes|service lifecycle processes]] and [[Service_Management_Processes#supporting-processes|supporting processes]].
+<html><blockquote>So the question arises: <span id="md-webpage-description" itemprop="description">Can a service management process model like YaSM define ITIL&reg;&#8239;4 processes, and is it possible to provide ITIL&#8239;4 process templates?</span></blockquote></p>
-To understand why this leads to more simplicity, consider the following example:
+<p>The answer is yes, although translating ITIL 4 into process templates is not as straightforward as it is with ITIL V3 (see <a href="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-processes-yasm.jpg" title="ITIL 4 process templates based on YaSM service management processes">fig. 2</a>).</html>
-ITIL treats configuration management as part of service transition. But configuration management activities also occur elsewhere in the service lifecycle, and configuration information is needed as an input for virtually every ITIL process. This is why YaSM takes the view that it is more straightforward and intuitive to treat [[SP4: Manage configuration information|configuration management]] as a "supporting" process outside the service lifecycle.
+There is no defined set of ITIL 4 processes and to work out ITIL 4-aligned processes, based on the ITIL 4 practices, users must apply their own judgement.
-What is more, the ITIL processes focus on managing services throughout their lifecycle, but there are no explicit processes for setting up and maintaining the service management processes themselves [[#ISO20000|[2]]]. For example, ITIL describes an incident management process, but is less explicit about how the process comes into existence. YaSM addresses this issue by adding a number of additional supporting processes.
+Not every ITIL 4 practice can be translated into a process (some describe management techniques and principles rather than activities). But a [[ITIL 4 vs ITIL V3|comparison between ITIL 4 and ITIL V3]] shows that most of the ITIL 4 practices can be traced back to ITIL V3 processes. For example, the ITIL 4 practice of incident management clearly corresponds to the familiar incident management process.
-YaSM does not include the more "esoteric" details of ITIL, as it is meant to provide a streamlined and focused set of processes. YaSM's strategic process, for example, is considerably less extensive than in the ITIL books. Organizations using the YaSM model are thus able to start with a set of processes that is easy to understand and readily implementable. If more sophistication is needed in some process areas, users of YaSM can obtain additional guidance from various sources, including the ITIL publications.
+It is therefore not wrong to argue that [[#ITIL_4_practices_and_YaSM_processes|ITIL 4 includes guidance for processes]], and providing templates for ITIL 4 processes is quite feasible.
-Finally, ITIL and YaSM at times use different terminology because ITIL was originally written primarily for IT service providers, whereas YaSM is for any type of organization providing services. This often required the introduction of language that is more readily understood outside IT organizations.
+<html><blockquote>What is more, ITIL 4 is not prescriptive and in favor of "keeping things simple and practical".</blockquote></html>
-<p>&nbsp;</p>
+This presents an opportunity for a fresh start with a less complex, streamlined and well-defined set of ITIL 4 process templates, as provided in the YaSM model. These templates can be easily adapted to create tailor-made processes, in line with the needs of specific organizations.
-==<span id="video-itil-yasm">Video: ITIL&reg; vs. YaSM</span>==
+<html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/en/videos/yasm-itil" title="Start the video: Service management processes for ITIL 4"><img srcset="https://yasm.com/en/content/videos/yasm-itil/480px/yasm-itil-video.jpg 480w, https://yasm.com/en/content/videos/yasm-itil/yasm-itil-video.jpg 1280w" sizes="100vw" src="https://yasm.com/en/content/videos/yasm-itil/yasm-itil-video.jpg" decoding="async" width="480" height="270" class="mw-file-element" alt="Video: Service management processes for ITIL 4. - The YaSM process model describes exemplary service management processes that follow the ITIL 4 guidance." /></a><figcaption><span style="font-variant:small-caps;"><b><a href="https://yasm.com/en/videos/yasm-itil" title="Start the video: Service management processes for ITIL 4">Start the video: Service management processes for ITIL 4</a></b></span></figcaption></figure>
-<html><a href="https://yasm.com/en/videos/yasm-itil" ><img src="https://yasm.com/en/content/videos/yasm-itil/yasm-itil-video.jpg" width="320" height="180" class="thumbimage" alt="Video: YaSM and the IT Infrastructure Library ITIL" title="Watch the video: YaSM and ITIL" style="display: block; float: right; margin-top: 10px; margin-left: 30px; margin-bottom: 10px; margin-right: 10px" /></a>
+<p style="margin-top: 10px; word-wrap:normal;">In this video Stefan Kempter presents a pragmatic approach to defining the service management processes for your organization:</p>
-<p style="margin-top: 10px;">In this video Stefan Kempter gives you a better understanding of the similarities and differences between YaSM and ITIL&reg; by taking you through a couple of examples.
+<p>Watch the video:</p>
-<p>He shows you how we managed to create a streamlined framework that is in line with ITIL&reg; and covers all key aspects of service management best practice.</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-arrow-right.png');padding-left: 18px;">
+<li><span style="word-wrap:normal;"><a href="https://yasm.com/en/videos/yasm-itil">Service management processes for ITIL&#8239;4</a> (9:04&nbsp;min.)</span></li></ul>
-<li>Watch the video: <a href="https://yasm.com/de/videos/yasm-itil" title="Video: YaSM and ITIL">YaSM and ITIL&reg;</a>  (9:28 min.)</li></ul>
+<br style="clear:both;"/></html>
-<br style="clear:both;"/><br /><p></html>
-==<span id="comparison-yasm-itil">ITIL processes and corresponding YaSM processes</span>==
+==Processes and value streams in ITIL 4==
-<html><p>As YaSM was written to be aligned with ITIL, there are one or several related <a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="YaSM service management processes">YaSM service management processes</a> for every ITIL process, as described in the following tables. The notes column contains further explanations on <span id="md-webpage-educationalUse" itemprop="educationalUse">how YaSM relates to specific ITIL processes</span></html>:
+In the [[ITIL#The_four_dimensions_model_of_service_management|four dimensions model]], ITIL 4 relates to "value streams and processes", and organizations are advised to identify their processes and value streams. But there is often confusion around the two concepts because they are somewhat similar: Both describe sequences of activities and both create value. So should organizations focus on processes or value streams?
-*[[#service-strategy|YaSM vs. ITIL Service Strategy]]
+In practice, most organizations will use processes as well as value streams:
-*[[#service-design|YaSM vs. ITIL Service Design]]
-*[[#service-transition|YaSM vs. ITIL Service Transition]]
-*[[#service-operation|YaSM vs. ITIL Service Operation]]
-*[[#csi|YaSM vs. ITIL Continual Service Improvement (CSI)]].
-See also:
+Processes represent the organization's operating model, and properly defined processes are important because they ensure, among others, that
+* Employees and other stakeholders are aware of their responsibilities and accountabilities
+* Repeated tasks are carried out consistently and efficiently
+* Rules and compliance requirements are observed.
-*[[#yasm-goes-beyond-itil|Where YaSM goes beyond ITIL]] and
+Typical examples for [[Service Management Processes|service management processes]] are service portfolio management, incident management, change management, etc.
-*[[#itil-functions-yasm|ITIL functions and YaSM]].
-<p>&nbsp;</p>
+<html>Processes are often documented in a process model, for which the <a href="https://yasm.com/en/products/yasm-process-map" title="The YaSM Process Map">YaSM Process Map</a> provides an example and a complete set of<a href="https://yasm.com/en/products/yasm-process-map" title="YaSM service management templates"> service management process templates</a>.</html>
-<html><i><b>Notes:</b></i><br />
+Value streams are somewhat similar to processes, but their purpose is different: Value streams are mostly representations of the steps required to deliver a service to a customer. They show "end-to-end" views and typically start with a customer need and end with that need being fulfilled. Value streams are often included in service definitions to describe how value is created and how users interact with the service.
-</p>
-<ul><li><i>YaSM is an independent framework and is not officially endorsed by the owners of ITIL.</i> <br /></li>
-<li><i>All ITIL processes in the following tables are linked to IT Process Map's ITIL&reg; Wiki - the "<a href="https://wiki.en.it-processmaps.com/index.php/Main_Page">IT Process Wiki</a>" - where you can find the relevant descriptions of the ITIL processes.</i></li>
-<li><i>The process structure in this table is based on ITIL 2011 Edition.</i></li></ul>
-<p>&nbsp;</html>
+An example of a value stream could be the sequence of steps required for the onboarding of new customers to a specific service.
-==<span id="service-strategy">YaSM vs. ITIL Service Strategy</span>==
+==ITIL 4 components and YaSM==
+The following table provides an overview of the ITIL 4 components [[#ITIL-4-content|[3]]] versus processes and content from the YaSM service management model.
 <p>&nbsp;</p>
 {| class="wikitable" style="background: white;"
+|+style="background:#465674;"|<span style="color:#ffffff; font-size: 110%;">Comparison: ITIL 4 Components vs. YaSM Service Management</span>
+|-style="vertical-align:top"
+!style="background:#465674; color:#ffffff; text-align:left;"|ITIL 4 components
+!style="background:#465674; color:#ffffff; text-align:left;"|Related YaSM processes and content
 |-
-!style="background:#379988; font-size: 110%; color:#ffffff;  width:20%"|ITIL<sup><small>&#174;</small></sup> processes
+|-style="background:#eeeeee; vertical-align:top; text-align:left; "
-!style="background:#379988; font-size: 110%; color:#ffffff;  width:20%"|Related YaSM processes
+|colspan="2"|ITIL 4 key concepts
-!style="background:#379988; font-size: 110%; color:#ffffff;  width:60%"|Notes
 |-style="vertical-align:top"
-|1.1 [https://wiki.en.it-processmaps.com/index.php/ITIL_Strategy_Management Strategy management for IT services]
+|Key concepts of service management
 |
-*[[LP1: Set the strategic direction]]
+* The first part of ITIL describes the key concepts of service management.
+* The YaSM model is based on these concepts and explains how organizations can bring them to life in their service management processes.
+|-
+|-style="background:#eeeeee; vertical-align:top; text-align:left; "
+|colspan="2"|ITIL 4 four dimensions model
+|-style="vertical-align:top"
+|The four dimensions of service management
 |
-*YaSM contains a streamlined strategic process which is broadly in line with ITIL, describing the activities for performing strategic assessments as well as crafting and executing the service strategy.
+* ITIL defines four dimensions that should be considered to ensure a holistic approach to service management: Organizations and people, information and technology, partners and suppliers, as well as value streams and processes. These dimensions are applicable to the service value system in general and to specific services.
-*ITIL provides additional guidance and background information, for example about analyzing the internal and external environments and defining the service provider's position in the market spaces to be served.
+* The YaSM processes are designed to consider these key aspects of service management as services are designed, operated and continually improved.
+|-
+|-style="background:#eeeeee; vertical-align:top; text-align:left; "
+|colspan="2"|The ITIL 4 service value system (SVS)
 |-style="vertical-align:top"
-|1.2 [https://wiki.en.it-processmaps.com/index.php/Service_Portfolio_Management Service portfolio management]
+|Service value system overview
 |
-*[[LP1: Set the strategic direction]];
+* The ITIL service value system (SVS) describes "how all the components and activities in the organization work together to enable value creation". It includes five components: Guiding principles, governance, service value chain, practices and continual improvement.
-*[[SP2: Maintain the service portfolio]]
+* The ITIL SVS is in some ways similar to the holistic systems approach known from other service management frameworks and standards, such as ISO 20000 and VeriSM.
+* The YaSM model supports organizations that wish to adopt a systems approach for managing their services, providing detailed processes, document templates, policies, etc.
+|-style="vertical-align:top"
+|ITIL guiding principles
 |
-*Like ITIL, YaSM stipulates that the service provider's complete set of customer and supporting services is to be managed through the service portfolio.
+* The ITIL 4 guiding principles are universal recommendations that can guide organizations in many situations, such as "work holistically" and "keep it simple and practical".
-*YaSM's process for maintaining the service portfolio has a narrower focus than the service portfolio management process as described in ITIL: The YaSM process is mainly concerned with controlling changes to the service portfolio, ensuring its completeness and consistency, and publishing any service catalogs.
+* The YaSM model helps organizations to apply many of these principles in practice.
-*Decisions about the composition of the service portfolio (i.e. the mix of services to be offered to customers) are the responsibility of YaSM's strategic process.
 |-style="vertical-align:top"
-|1.3 [https://wiki.en.it-processmaps.com/index.php/Financial_Management Financial management for IT services]
+|Governance
 |
-*[[SP12: Manage service financials]]
+* The governance component of the ITIL service value system is about directing and controlling the organization.
+* The YaSM processes include a number of activities that are concerned with governance, such as establishing policies, performing reviews at different organizational levels, defining the service strategy and monitoring performance.
+|-style="vertical-align:top"
+|ITIL service value chain
 |
-*Both ITIL and YaSM contain financial management processes which do not aim to describe all aspects of financial management, but are meant to highlight a number of financial management practices as related to service management.
+* The ITIL service value chain is the central element in the ITIL service value system. It presents the key activities required to create value for customers. The six value chain activities are: Plan, improve, engage, design and transition, obtain / build, deliver and support.
-*ITIL offers more detailed advice in a number of areas: for example, it explains commonly used cost models and charging methods.
+* The YaSM model describes 19 service management processes. This configuration is not identical with the ITIL 4 service value chain, but on a more detailed level the activities in the YaSM processes broadly correspond to the value chain activities.
 |-style="vertical-align:top"
-|1.4 [https://wiki.en.it-processmaps.com/index.php/ITIL_Demand_Management Demand management]
+|Continual improvement
 |
-*-/-
+* The ITIL model for continual improvement describes a structured approach to identifying and implementing improvements that can be used at all levels of the organization.
-|
+* The YaSM model applies this approach in a number of processes, such as the service improvement process.
-*Instead of defining a separate demand management process, YaSM describes how several YaSM processes contribute to ensuring that demand for services is properly managed. In particular, services are designed for specific levels of demand in the service design process, and actual demand for services is measured and reported during service operation. If required, the service improvement process will initiate measures to cope with any issues related to service demand.
-*The ITIL publications provide additional guidance, for example on the concept of patterns of business activity.
 |-style="vertical-align:top"
-|1.5 [https://wiki.en.it-processmaps.com/index.php/Business_Relationship_Management Business relationship management]
+|ITIL 4 practices
 |
-*[[SP3: Manage customer relationships]]
+* ITIL 4 presents 34 practices as "sets of organizational resources designed for performing work or accomplishing an objective".
-|
+* These practices are integrated into the YaSM processes.
-*YaSM's customer relationship management process is well aligned with the ITIL recommendations: It is responsible for maintaining a business relationship between the service provider and the customer and for understanding customer needs.
+* For a detailed comparison, see below: [[#ITIL_4_practices_and_YaSM_processes|detailed comparison between ITIL 4 practices and YaSM processes]]
-*This includes communicating with customers on a regular basis, measuring customer satisfaction and dealing with customer complaints.
 |}
+<p>&nbsp;</p>
+==ITIL 4 practices and YaSM processes==
+<html><div itemid="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-practices.jpg" itemscope itemtype="https://schema.org/ImageObject">
+<meta itemprop="caption" content="The ITIL 4 practices: general management practices, service management practices, and technical management practices." />
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+<meta itemprop="keywords" content="ITIL practices" />
+<meta itemprop="keywords" content="ITIL service management practices" />
+<figure class="mw-halign-right" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-practices.jpg" title="The ITIL 4 practices"><img srcset="https://yasm.com/wiki/en/img/yasm-frameworks/itil/480px/itil-4-practices.jpg 480w, https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-practices.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-practices.jpg" decoding="async" width="480" height="360" class="mw-file-element" alt="The 34 ITIL 4 practices include 14 general management practices, 17 service management practices, and 3 technical management practices." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 3: <a href="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-practices.jpg" title="The 34 ITIL practices">ITIL&#8239;4 practices</a></b><br />General management, service management and technical mgmt. practices.</span></figcaption></figure></div></html>
+ITIL 4 describes 34 management practices as "organizational resources designed for performing work or accomplishing an objective".
-''References: [[#ref-cabinet-office-2011a|[Cabinet Office, 2011a]]] and [[#ref-service-strategy|[IT Process Wiki - ITIL Service Strategy]]]
+<html>Some of these ITIL&#8239;4 practices (see <a href="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-practices.jpg" title="The ITIL 4 practices">fig. 3</a>) are general management practices or methods adopted from technology management, but most of them correspond to the <a href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL_V3" title="YaSM and ITIL V3">processes known from the previous edition of ITIL V3</a> and other service management frameworks.</html>
-<p>&nbsp;</p>
+As YaSM was designed to be aligned with ITIL, there is generally good alignment between the ITIL 4 practices and the [[Service Management Processes|YaSM service management processes]], as described in the following tables:
+* [[#ITIL_4_general_management_practices_and_related_YaSM_processes|ITIL 4 general management practices and related YaSM processes]]
+* [[#ITIL_4_service_management_practices_and_related_YaSM_processes|ITIL 4 service management practices and related YaSM processes]]
+* [[#ITIL_4_technical_management_practices_and_related_YaSM_processes|ITIL 4 technical management practices and related YaSM processes]]
+The YaSM model is thus a good [[Service Management Processes|starting point for defining ITIL 4 processes]].
 <p>&nbsp;</p>
-==<span id="service-design">YaSM vs. ITIL Service Design</span>==
+<b>Remarks:</b>
+* The management practices in this table are based on ITIL 4 Foundation [[#ITIL-4-practices|[4]]]
+* If your organization uses ITIL V3, there is another page with a [[YaSM and ITIL V3|comparison between YaSM and ITIL V3 (ITIL 2011)]].
+<br style="clear:both;"/>
-<p>&nbsp;</p>
+===ITIL 4 general management practices and related YaSM processes===
+----
 {| class="wikitable" style="background: white;"
-|-
+|+style="background:#465674;"|<span style="color:#ffffff; font-size: 110%">ITIL 4 general management practices and related YaSM processes</span>
-!style="background:#379988; font-size: 110%; color:#ffffff;  width:20%"|ITIL<sup><small>&#174;</small></sup> processes
+|-style="vertical-align:top"
-!style="background:#379988; font-size: 110%; color:#ffffff;  width:20%"|Related YaSM processes
+!style="background:#eeeeee"|ITIL 4 manage&shy;ment prac&shy;tices
-!style="background:#379988; font-size: 110%; color:#ffffff;  width:60%"|Notes
+!style="background:#eeeeee"|Related YaSM processes
+!style="background:#eeeeee"|Comparison: YaSM service management and ITIL&#8239;4
+|-style="vertical-align:top"
+|Architec&shy;ture manage&shy;ment
+|
+* (Various YaSM processes)
+|
+* This ITIL 4 practice discusses the importance of architecture management and how the various types of architecture support the service value chain.
+* Several YaSM processes are concerned with managing the different ITIL 4 architecture domains.
+* Architecture domains include services, processes, capabilities, information and data, technology, etc.
+|-style="vertical-align:top"
+|<span id="ITIL-4-Continual-improvement">Continual improve&shy;ment</span>
+|
+* [[LP5: Improve the services]]
+* [[SP1: Set up and maintain the service management system|SP1: Set up and maintain the service mgmt. system]]
+|
+* Continual improvement in ITIL 4 is about ongoing improvement of the organization's services, practices and all other elements required for the provision of services.
+* There are several YaSM processes that support continual improvement, in particular
+** [[LP5: Improve the services]]
+** [[SP1: Set up and maintain the service management system|SP1: Set up and maintain the service manage&shy;ment system]] (for the continual improve&shy;ment of processes, policies, etc.)
+* ITIL 4 advises that organizations use a continual improvement register (CRI) to manage their improvement ideas. In the YaSM model, improvement ideas are managed through the service and process improvement plans.
+|-style="vertical-align:top"
+|<span id="ITIL-4-Information-security-management">Informa&shy;tion security manage&shy;ment</span>
+|
+* [[SP7: Ensure security]]
+|
+* The ITIL 4 practice of 'information security management' corresponds with the YaSM security management process SP7.
+|-style="vertical-align:top"
+|Know&shy;ledge manage&shy;ment
+|
+* (Various YaSM processes)
+|
+* The ITIL 4 practice of knowledge management is concerned with collecting and sharing knowledge of all types in various forms.
+* YaSM takes the view that knowledge is managed, and knowledge management principles are used in many service management processes.
+* For example, the incident management process maintains a knowledge base to support the resolution of service incidents.
+|-style="vertical-align:top"
+|<span id="ITIL-4-Measurement-and-reporting">Measure&shy;ment and reporting</span>
+|
+* [[LP4: Operate the services]]
+* [[SP1: Set up and maintain the service management system|SP1: Set up and maintain the service mgmt. system]]
+|
+* This ITIL 4 practice is about collecting all relevant information to support decision making in the organization.
+* There are several YaSM processes that include measurement and reporting activities, in particular
+** [[LP4: Operate the services]] ([[LP4: Operate the services#LP4.3|monitoring]] and [[LP4: Operate the services#LP4.4|reporting of service quality and service levels]])
+** [[SP1: Set up and maintain the service management system|SP1: Set up and maintain the service manage&shy;ment system]] ([[SP1: Set up and maintain the service management system#SP1.5|monitoring]] and [[SP1: Set up and maintain the service management system#SP1.5|reporting of process metrics]]).
+* ITIL 4 refers to critical success factors (CSFs) and key performance indicators (KPIs). The YaSM model uses terms that are similar in meaning, such as process metrics and service levels.
+|-style="vertical-align:top"
+|Organi&shy;zational change manage&shy;ment
+|
+* --
+|
+* Organizational change management (OCM) is a set of techniques and capabilities rather than a process. OCM addresses the human side of changes and aims to ensure that changes are implemented smoothly.
+* OCM can be applied in many situations, whenever the organization needs to change its processes, behaviors, culture, etc.
 |-style="vertical-align:top"
-|2.1 [https://wiki.en.it-processmaps.com/index.php/ITIL_Design_Coordination Design coordination]
+|<span id="ITIL-4-Portfolio-management">Portfolio manage&shy;ment</span>
 |
-*[[LP2: Design new or changed services]];
+* [[LP1: Set the strategic direction]]
-*[[SP6: Manage projects]]
+* [[SP2: Maintain the service portfolio|SP2: Maintain the service port&shy;folio]]
+* [[SP3: Manage customer relationships|SP3: Manage customer relation&shy;ships]]
+* [[SP6: Manage projects]]
 |
-*YaSM contains a specific process for managing projects which is tasked with coordinating all service development projects. This includes the coordination of service design activities.
+* The ITIL 4 practice of portfolio management refers to various types of portfolios, such as services, projects and customers.
-*A key output from YaSM's service design process is the "service implementation blueprint", which describes what capabilities are required in order to be able to offer a new or changed service, and outlines the approach to creating the required service infrastructure and other capabilities. The equivalent in ITIL is the "service design package (SDP)". The SDP is supposed to contain a considerable amount of additional information, such as various policies and plans. YaSM keeps such information in other documents.
+* Major decisions about these portfolios are taken at the strategic level. For example, the strategic process in YaSM is responsible for determining the right mix of services to be offered to customers.
 |-style="vertical-align:top"
-|2.2 [https://wiki.en.it-processmaps.com/index.php/Service_Catalogue_Management Service catalogue management]
+|<span id="ITIL-4-Project-management">Project manage&shy;ment</span>
 |
-*[[SP2: Maintain the service portfolio]]
+* [[SP6: Manage projects]]
 |
-*Both ITIL and YaSM define service catalogs as specific views of the information contained in the service portfolio, but ITIL practitioners often seem to use the terms service catalog and service portfolio interchangeably. YaSM tries to avoid this confusion by mostly relating to the service portfolio.
+* The ITIL 4 practice of 'project management' corresponds with the YaSM project management process SP6.
-*The YaSM process for maintaining the service portfolio contains activities for publishing service catalogs and keeping them consistent and up to date, in line with updates to the service portfolio.
 |-style="vertical-align:top"
-|2.3 [https://wiki.en.it-processmaps.com/index.php/Service_Level_Management Service level management]
+|<span id="ITIL-4-Relationship-management">Relation&shy;ship manage&shy;ment</span>
 |
-*[[LP2: Design new or changed services]];
+* [[SP3: Manage customer relationships|SP3: Manage customer relation&shy;ships]]
-*[[LP4: Operate the services]];
-*[[LP5: Improve the services]];
-*[[SP3: Manage customer relationships]]
 |
-*YaSM takes the view that several processes need to cooperate to manage service levels throughout the service lifecycle. Therefore, YaSM does not include a specific process for managing service levels.
+* The relationship management practice in ITIL 4 is broader in scope and refers to relationships with all stakeholders of the organization, including customers.
-*The required service levels - as well as the required service functionality - are defined in the service design stage, based on the needs of the customer. Monitoring and reporting of the achieved service levels is the responsibility of service operation. The service improvement process will review the achieved service levels against the committed levels and initiate corrective action if required.
-*The service owners are ultimately responsible for delivering the agreed service levels and play a key role in these activities.
-*YaSM's customer management process is responsible for determining the expected service outcomes from the customer viewpoint as well as negotiating and signing customer service agreements.
-*For most service providers, agreements with their customers need to cover service level targets ("warranty"), but also the required service functionality ("utility") and some other aspects. For this reason YaSM refers to "customer service agreements", "operational service agreements" and "external service agreements" where ITIL uses the terms "service level agreements (SLAs)", "operational service agreements (OLAs)" and "underpinning contracts (UCs)".
-*ITIL provides some additional advice, for example on the design of SLA frameworks.
 |-style="vertical-align:top"
-|2.4 [https://wiki.en.it-processmaps.com/index.php/Availability_Management Availability management]
+|<span id="ITIL-4-Risk-management">Risk manage&shy;ment</span>
 |
-*[[LP2: Design new or changed services]];
+* [[LP1: Set the strategic direction]]
-*[[LP3: Build new or changed services]];
+* [[SP7: Ensure security]]
-*[[LP4: Operate the services]];
+* [[SP8: Ensure continuity]]
-*[[LP5: Improve the services]]
 |
-*YaSM and ITIL stipulate that service availability must be managed, but YaSM does not contain a specific availability management process. Rather, service availability is treated as an aspect of services to be managed through the service lifecycle processes:
+*Risks are addressed in several YaSM processes at various levels. For example:
-*Availability requirements are defined during the service design stage, and services are then built with those requirements in mind. The operating process will be responsible for measuring the actually achieved availability levels, which allows the service improvement process to initiate corrective measures through service improvement plans if availability must be enhanced.
+** The strategic process assesses risks to the organization's business model.
-*The ITIL books offer additional guidance, for example on how to design services and their underlying technical infrastructure for availability.
+** Security management addresses security risks.
+** Continuity management deals with risks from critical, disruptive events.
 |-style="vertical-align:top"
-|<span id="yasm-vs-itil-capacity-management">2.5 [https://wiki.en.it-processmaps.com/index.php/Capacity_Management Capacity management]</span>
+|<span id="ITIL-4-Service-financial-management">Service financial manage&shy;ment</span>
 |
-*[[LP2: Design new or changed services]];
+* [[SP12: Manage service financials|SP12: Manage service finan&shy;cials]]
-*[[LP3: Build new or changed services]];
-*[[LP4: Operate the services]];
-*[[LP5: Improve the services]]
 |
-*ITIL contends that "capacity management is a process that extends across the service lifecycle". Consequently, YaSM does not contain a specific capacity management process but treats service capacity and performance as aspects to be managed through the service lifecycle processes:
+* The ITIL 4 practice of 'service financial management' corresponds with the YaSM financial management process SP12.
-*Capacity and performance requirements are defined during the service design stage, and services are then built with those requirements in mind. The operating process will be responsible for measuring capacity and performance levels, which allows the service improvement process to initiate corrective measures through service improvement plans if capacity must be adjusted or performance enhanced.
-*The ITIL books may be consulted for additional advice, for example with regards to capacity monitoring, analysis and tuning.
 |-style="vertical-align:top"
-|2.6 [https://wiki.en.it-processmaps.com/index.php/IT_Service_Continuity_Management IT service continuity management (ITSCM)]
+|<span id="ITIL-4-Strategy-management">Strategy manage&shy;ment</span>
 |
-*[[SP8: Prepare for disaster events]]
+* [[LP1: Set the strategic direction]]
 |
-*Both processes ("ITSCM" in ITIL and "Prepare for disaster events" in YaSM) focus on those events that are considered significant enough to be treated as a "disaster".
+* The ITIL 4 practice of 'Strategy Management' corresponds with the YaSM service strategy process LP1.
-*YaSM recommends that the disaster events against which the service provider has decided to set up some kind of protection are documented in a register of managed disaster events.
-*Service continuity plans describe how service continuity is ensured with regards to particular types of disasters. The implementation of the required continuity arrangements is managed through the continuity improvement plan.
-*Once a disaster event occurs, YaSM deals with it through the major incident resolution process. This process will establish a major incident team which is authorized to invoke suitable service continuity plans.
-*ITIL offers additional advice, such as examples of potential risks and threats as well as recovery options.
 |-style="vertical-align:top"
-|2.7 [https://wiki.en.it-processmaps.com/index.php/IT_Security_Management Information security management]
+|<span id="ITIL-4-Supplier-management">Supplier manage&shy;ment</span>
 |
-*[[SP7: Ensure security]]
+* [[SP11: Manage suppliers]]
 |
-*YaSM's process to ensure security does not relate specifically to "information security", since YaSM is a concept which can be applied by all types of organizations providing services (i.e. not only IT service providers).
+* The ITIL 4 practice of 'supplier management' corresponds with the YaSM supplier management process SP11.
-*ITIL recommends setting up an "information security management system (ISMS)", including a "security management information system (SMIS)". YaSM describes and documents the security management procedures within its process model and a set of security policies. The security risks to be managed are documented in the register of security risks, which also specifies the adopted risk responses. The implementation of security controls and measures is managed through the security improvement plan.
-*The ITIL publications contain additional advice, such as a list of recommended (supporting) security policies, and an overview of risk assessment and management methods.
 |-style="vertical-align:top"
-|2.8 [https://wiki.en.it-processmaps.com/index.php/Supplier_Management Supplier management]
+|<span id="ITIL-4-Workforce-and-talent-management">Work&shy;force and talent manage&shy;ment</span>
 |
-*[[SP11: Manage suppliers]]
+* [[SP10: Manage human resources]]
 |
-*The supplier management process described in YaSM is in line with the ITIL recommendations, with the following qualifications:
+* The ITIL 4 practice of 'workforce and talent management' corresponds with the YaSM human resources management process SP10.
-*YaSM puts the service design process in charge of defining the requirements and deciding whether a supporting service should be provided by an internal or external party. Once this decision is taken, supplier management is called upon to select and establish suitable suppliers and to set up the external services.
-*The service operation process is responsible for monitoring the achieved service quality and producing service quality reports. This includes the monitoring of externally provided supporting services.
-*YaSM's service improvement process ensures that external services are reviewed on a regular basis. The findings from service reviews may lead to the identification and implementation of service improvements through a service improvement plan.
-*ITIL offers additional recommendations, for example criteria for the selection of new suppliers and suggestions for supplier categorization.
 |}
-''References: [[#ref-cabinet-office-2011b|[Cabinet Office, 2011b]]] and [[#ref-service-design|[IT Process Wiki - ITIL Service Design]]]
-<p>&nbsp;</p>
 <p>&nbsp;</p>
-==<span id="service-transition">YaSM vs. ITIL Service Transition</span>==
+===ITIL 4 service management practices and related YaSM processes===
+----
-<p>&nbsp;</p>
 {| class="wikitable" style="background: white;"
-|-
+|+style="background:#465674;"|<span style="color:#ffffff; font-size: 110%">ITIL 4 service management practices and related YaSM processes</span>
-!style="background:#379988; font-size: 110%; color:#ffffff;  width:20%"|ITIL<sup><small>&#174;</small></sup> processes
+|-style="vertical-align:top"
-!style="background:#379988; font-size: 110%; color:#ffffff;  width:20%"|Related YaSM processes
+!style="background:#eeeeee;"|ITIL 4 manage&shy;ment prac&shy;tices
-!style="background:#379988; font-size: 110%; color:#ffffff;  width:60%"|Notes
+!style="background:#eeeeee;"|Related YaSM processes
+!style="background:#eeeeee;"|Comparison: YaSM service management and ITIL&#8239;4
+|-style="vertical-align:top"
+|<span id="ITIL-4-Availability-management">Availa&shy;bility manage&shy;ment</span>
+|
+* (Various YaSM processes)
+|
+* The YaSM model does not contain a specific availability management process. Rather, service availability is treated as an aspect of services to be managed through the service lifecycle processes.
+* Availability requirements are defined during the service design stage, and services are then built with those requirements in mind. The operating process will be responsible for measuring the achieved availability levels, which allows the service improvement process to take action if availability must be enhanced.
+* See also: [[Availability Management|Availability management in YaSM]]
+|-style="vertical-align:top"
+|Business analysis
+|
+* (Various YaSM processes)
+|
+* This ITIL 4 practice describes techniques for analyzing systems, processes, architectures, etc.
+* Some of these techniques are applied in the YaSM processes, for instance as service requirements are defined in the service design process.
+|-style="vertical-align:top"
+|<span id="ITIL-4-Capacity-and-performance-management">Capacity and perfor&shy;mance manage&shy;ment</span>
+|
+* (Various YaSM processes)
+|
+* <span id="Capacity-and-performance-management">YaSM does not contain a specific capacity management process but treats service capacity and performance as aspects to be managed through the service lifecycle processes.</span>
+* Capacity and performance requirements are defined during the service design stage, and services are then built with those requirements in mind. The operating process will be responsible for measuring capacity and performance levels, which allows the service improvement process to take action if capacity must be adjusted or performance improved.
+* See also: [[Capacity Management|Capacity management in YaSM]]
+|-style="vertical-align:top"
+|<span id="ITIL-4-Change-enablement">Change enable&shy;ment</span>
+|
+* [[SP5: Assess and coordinate changes|SP5: Assess and coor&shy;dinate changes]]
+|
+* The ITIL 4 practice of 'change enablement' corresponds with the YaSM change management process SP5.
 |-style="vertical-align:top"
-|3.1 [https://wiki.en.it-processmaps.com/index.php/Project_Management_-_Transition_Planning_and_Support Transition planning and support]
+|<span id="ITIL-4-Incident-management">Incident manage&shy;ment</span>
 |
-*[[SP6: Manage projects]]
+* [[LP4.6: Resolve incidents and service requests]]
 |
-*YaSM's project management process is responsible for the planning and coordination of significant service management initiatives, such as the creation of new or significantly changed services. This includes planning and coordination of the service transition phase.
+* YaSM takes the view that the management of incidents and service requests are very similar in nature. There is thus one process in YaSM to handle incidents as well as service requests.
-*ITIL takes a slightly different approach: The transition planning and support process is specifically meant to provide "overall planning for service transition projects". Some detailed transition planning is performed by two other ITIL processes, change management and release and deployment management.
 |-style="vertical-align:top"
-|3.2 [https://wiki.en.it-processmaps.com/index.php/Change_Management Change management]
+|<span id="ITIL-4-IT-asset-management">IT asset manage&shy;ment</span>
 |
-*[[SP5: Assess and coordinate changes]]
+* [[SP4: Manage configuration information|SP4: Manage config. informa&shy;tion]]
 |
-*The change assessment process described in YaSM is in line with the ITIL recommendations, with the following qualifications:
+* The key activities of IT asset management as described in ITIL 4, such as maintaining a list of IT assets, recording changes and providing current information about IT assets, are included in the YaSM process for managing configuration information (SP4).
-*YaSM defines requests for change (RFCs) not as a separate data object type, but as the initial state of a change record that contains all information required to assess a proposed change. More information is added to the change record as it progresses through its life cycle.
+* YaSM does not describe financial asset management in detail.
-*YaSM does not distinguish between changes and change proposals.
-*ITIL suggests that some changes are evaluated at various points in their lifecycle, for example before build and test or prior to deployment. YaSM takes a simpler approach, assessing all proposed changes upon receiving a request for change, and performing a post-implementation review once the changes are implemented. The change owners as well as project, test and deployment managers are responsible for ensuring that the organization’s rules for planning, testing and implementing changes are observed and that the expected change benefits are realized.
-*YaSM's change assessment process assesses the risks associated with a proposed change but puts less emphasis on change planning or scheduling. For initiatives on a bigger scale, planning activities are typically performed by YaSM's project management process.
-*While ITIL stipulates that the change manager produce a list of projected service outages (PSO), YaSM suggests that operational staff is in a better position to maintain a "calendar of planned service outages". This calendar takes into account outages due to various reasons, such as change deployments, operational activities, security tests, ...
 |-style="vertical-align:top"
-|3.3 [https://wiki.en.it-processmaps.com/index.php/Service_Asset_and_Configuration_Management Service asset and configuration management]
+|<span id="ITIL-4-Monitoring-and-event-management">Monitoring and event manage&shy;ment</span>
 |
-*[[SP4: Manage configuration information]]
+* [[LP4:_Operate_the_services#LP4.3|LP4.3: Monitor the services]]
 |
-*The configuration management process described in YaSM is in line with the ITIL recommendations, with the following qualifications:
+* The ITIL 4 practice of 'monitoring and event management' corresponds with the YaSM service monitoring process LP4.3.
-*YaSM's process for managing configuration information provides the framework for controlling configu-ration items and the related configuration information. In particular, the configuration manager is responsible for specifying what types of CIs are to be controlled, and who is authorized to modify those CIs and the related contents of the CMS.
-*The actual modifications to the CMS are mostly performed by other service management processes. The configuration manager will track and verify the modifications and perform regular audits of the information in the CMS.
-*With regards to status accounting, YaSM's configuration management process defines a suitable set of allowed states for each CI type, and relies on other service management processes to record the status changes.
 |-style="vertical-align:top"
-|3.4 [https://wiki.en.it-processmaps.com/index.php/Release_and_Deployment_Management Release and deployment management]
+|<span id="ITIL-4-Problem-management">Problem manage&shy;ment</span>
 |
-*[[LP3: Build new or changed services]];
+* [[LP4.7: Resolve problems]]
-*[[SP6: Manage projects]]
 |
-*YaSM's project management process is responsible for the planning and coordination of significant service management initiatives, such as the creation of new or changed services. This includes planning and controlling the build, test and deployment activities for new services and their underlying infrastructure.
+* The ITIL 4 practice of 'problem management' corresponds with the YaSM problem management process LP4.7.
-*The service build process ensures that all required service components are tested before being deployed and that configuration information in the CMS is updated as required. New services are only allowed to be activated once it has been confirmed that the organization is ready to operate the service.
-*ITIL offers additional advice, for example on the design of release packages and deployment options for IT infrastructure.
 |-style="vertical-align:top"
-|3.5 [https://wiki.en.it-processmaps.com/index.php/Service_Validation_and_Testing Service validation and testing]
+|<span id="ITIL-4-Release-management">Release manage&shy;ment</span>
 |
-*[[LP3: Build new or changed services]]
+* [[LP3: Build new or changed services]]
+* [[LP5: Improve the services]]
 |
-*YaSM does not contain a separate testing process. Rather, the service build process contains the activities for testing the infrastructure and other capabilities required for a new or significantly changed service (see notes on ITIL process: Release and deployment management). The service build process will also initiate corrective action if the tests reveal defects in the service components.
+* In the YaSM model, new or changed services are made available for use through the service implementation process.
-*The ITIL books contain additional information, such as an explanation of commonly used testing strategies and test types.
+* Smaller, incremental changes to services (as in Agile/DevOps environments) are typically managed through the service improvement process.
 |-style="vertical-align:top"
-|3.6 [https://wiki.en.it-processmaps.com/index.php/ITIL_Change_Evaluation Change evaluation]
+|<span id="ITIL-4-Service-catalogue-management">Service catalogue manage&shy;ment</span>
 |
-*[[SP5: Assess and coordinate changes]]
+* [[SP2: Maintain the service portfolio]]
 |
-*ITIL stipulates that certain types of (significant) changes should be subjected to a formal change evaluation process. There is no separate change evaluation process in YaSM. Instead, YaSM treats change evaluation as part of its change assessment process.
+* The YaSM process for maintaining the service portfolio contains activities for publishing service catalogs and keeping them consistent and up to date, in line with updates to the service portfolio.
 |-style="vertical-align:top"
-|3.7 [https://wiki.en.it-processmaps.com/index.php/Knowledge_Management Knowledge management]
+|<span id="ITIL-4-Service-configuration-management">Service config&shy;uration manage&shy;ment</span>
 |
-*-/-
+* [[SP4: Manage configuration information|SP4: Manage config. informa&shy;tion]]
 |
-*The YaSM model does not include a specific knowledge management process. YaSM takes the view that knowledge is managed and knowledge management principles are used in several service management processes. For example, the incident resolution process manages knowledge on how to deal with certain types of service incidents.
+* The ITIL 4 practice of 'service configuration management' corresponds with the YaSM configuration management process SP4.
-|}
-''References: [[#ref-cabinet-office-2011c|[Cabinet Office, 2011c]]] and [[#ref-service-transition|[IT Process Wiki - ITIL Service Transition]]]
-<p>&nbsp;</p>
-<p>&nbsp;</p>
-==<span id="service-operation">YaSM vs. ITIL Service Operation</span>==
-<p>&nbsp;</p>
-{| class="wikitable" style="background: white;"
-|-
-!style="background:#379988; font-size: 110%; color:#ffffff;  width:20%"|ITIL<sup><small>&#174;</small></sup> processes
-!style="background:#379988; font-size: 110%; color:#ffffff;  width:20%"|Related YaSM processes
-!style="background:#379988; font-size: 110%; color:#ffffff;  width:60%"|Notes
 |-style="vertical-align:top"
-|4.1 [https://wiki.en.it-processmaps.com/index.php/Event_Management Event management]
+|<span id="ITIL-4-Service-continuity-management">Service conti&shy;nuity manage&shy;ment</span>
 |
-*[[LP4: Operate the services]]
+* [[SP8: Ensure continuity]]
 |
-*YaSM does not define a specific event management process. The service operation process includes activities for configuring the event monitoring systems as well as for monitoring events and selecting appropriate responses.
+* The ITIL 4 practice of 'service continuity management' corresponds with the YaSM service continuity management process SP8.
-*YaSM also states that the incident resolution process may be triggered when certain types of events are detected which require human intervention.
-*The ITIL publications contain additional guidance, for example on event filtering and correlation rules.
 |-style="vertical-align:top"
-|4.2 [https://wiki.en.it-processmaps.com/index.php/Incident_Management Incident management]
+|<span id="ITIL-4-Service-design">Service design</span>
 |
-*[[LP4.6: Resolve incidents and service requests]]
+* [[LP2: Design new or changed services]]
 |
-*The process for resolving incidents and service requests described in YaSM is in line with the ITIL recommendations, with the following qualifications:
+* The ITIL 4 practice of 'service design' corresponds with the YaSM service design process LP2.
-*While ITIL suggests implementing two separate processes for managing incidents and service requests, YaSM takes the view that these processes are very similar in nature. There is thus one process in YaSM to deal with both incidents and service requests.
-*ITIL states that incident management is about restoring services as quickly as possible, while problem management is about diagnosing and resolving the underlying causes of incidents. Individual organizations, however, are given some freedom regarding the precise rules on when to invoke problem management from incident management. In this respect, YaSM adopts a simple approach: The incident resolution process takes all necessary action to resolve an incident, possibly by applying a workaround and involving experts in 2nd and 3rd level support. The problem resolution process is called upon only after the incident has been closed, for example in cases where the underlying cause of an incident is unresolved or unclear.
 |-style="vertical-align:top"
-|4.3 [https://wiki.en.it-processmaps.com/index.php/Request_Fulfilment Request fulfillment]
+|<span id="ITIL-4-Service-desk">Service desk</span>
 |
-*[[LP4.6: Resolve incidents and service requests]]
+* [[LP4.6: Resolve incidents and service requests]]
 |
-*The process for resolving incidents and service requests described in YaSM is in line with the ITIL recommendations, with the following qualifications:
+* The service desk practice highlights the key aspects to be considered when offering a single point of contact with customers and users. It does not describe service desk activities.
-*While ITIL suggests implementing two different processes for managing incidents and service requests, YaSM suggests that these processes are very similar in nature. There is thus one process in YaSM to deal with both incidents and service requests.
+* In the YaSM model, the typical service desk activities are described in the incident and service request resolution process.
 |-style="vertical-align:top"
-|4.4 [https://wiki.en.it-processmaps.com/index.php/Problem_Management Problem management]
+|Service level manage&shy;ment
 |
-*[[LP4.7: Resolve problems]]
+* (Various YaSM processes)
 |
-*The problem resolution process described in YaSM is in line with the ITIL recommendations, with the following qualifications:
+* In the YaSM model, several processes are concerned with managing service levels throughout the service lifecycle.
-*Since according to ITIL known errors are "problems with an identified underlying cause and a workaround", YaSM recommends storing information about underlying causes and possible workarounds as part of the problem records. ITIL advocates managing known errors in a "known error database (KEDB)".
+* The required service levels - as well as the required service outcomes - are defined in the service design stage, based on the needs of the customers. Monitoring and reporting of service levels is the responsibility of service operation. The service improvement process will review the achieved service levels against the committed levels and initiate corrective action if required.
-*If a problem resolution requires a change, YaSM's problem resolution process will describe the change and prepare a business case; the change is then typically implemented through a service or process improvement plan under the responsibility of a service or process owner.
+* See also: [[Service Level Management|Service level management in YaSM]]
-*ITIL offers additional background information, especially on problem analysis techniques.
 |-style="vertical-align:top"
-|4.5 [https://wiki.en.it-processmaps.com/index.php/Access_Management Access management]
+|<span id="ITIL-4-Service-request-management">Service request manage&shy;ment</span>
 |
-*[[LP4: Operate the services]];
+* [[LP4.6: Resolve incidents and service requests]]
-*[[SP7: Ensure security]]
 |
-*YaSM does not contain a specific access management process. The service operation process includes activities for configuring the access control systems as well as for tracking access to services.
+* YaSM takes the view that the management of incidents and service requests are very similar in nature. There is thus one process in YaSM to handle incidents as well as service requests.
-*The security manager sets the rules for granting access to services by issuing a suitable security policy, and reviews the granted access rights at regular intervals.
-*Individual requests for access to a service are dealt with in the form of service requests.
-*The ITIL publications contain additional information, for example on how to apply user profiles for granting access rights.
-|}
-''References: [[#ref-cabinet-office-2011d|[Cabinet Office, 2011d]]] and [[#ref-service-operation|IT Process Wiki - ITIL Service Operation]]]
-<p>&nbsp;</p>
-<p>&nbsp;</p>
-==<span id="csi">YaSM vs. ITIL Continual Service Improvement</span>==
-<p>&nbsp;</p>
-{| class="wikitable" style="background: white;"
-|-
-!style="background:#379988; font-size: 110%; color:#ffffff;  width:20%"|ITIL<sup><small>&#174;</small></sup> processes
-!style="background:#379988; font-size: 110%; color:#ffffff;  width:20%"|Related YaSM processes
-!style="background:#379988; font-size: 110%; color:#ffffff;  width:60%"|Notes
 |-style="vertical-align:top"
-|5.1 [https://wiki.en.it-processmaps.com/index.php/Process_Evaluation The seven-step improvement process]
+|<span id="ITIL-4-Service-validation-and-testing">Service valida&shy;tion and testing</span>
 |
-*[[LP5: Improve the services]]
+* [[LP3: Build new or changed services]]
 |
-*The "seven-step improvement process" presented in the ITIL books is in fact the description of a methodology which can be universally applied to identify shortcomings in services and processes and to implement improvements.
+* YaSM does not contain a separate validation and testing process.
-*The principles it advocates are engrained in a number of YaSM processes. One example is the service improvement process.
+* Rather, the service build process contains the activities for testing the infrastructure and other capabilities required for a new or changed service.
 |}
-''References: [[#ref-cabinet-office-2011e|[Cabinet Office, 2011e]]] and [[#ref-csi|[IT Process Wiki - ITIL CSI - Continual Service Improvement]]]
-<p>&nbsp;</p>
 <p>&nbsp;</p>
-==<span id="yasm-goes-beyond-itil">Where YaSM goes beyond ITIL</span>==
+===ITIL 4 technical management practices and related YaSM processes===
+----
-While YaSM is somewhat more streamlined than ITIL in many areas, there are also a number of YaSM processes which go beyond the ITIL recommendations. These processes were mostly introduced to improve the alignment of YaSM with other service management standards and frameworks, such as ISO 20000, COBIT<sup><small>&#174;</small></sup> [[#COBIT|[3]]], USMBOK&trade; [[#USMBOK|[4]]] and CMMI-SVC<sup><small>&#174;</small></sup> [[#CMMI|[5]]].
-<p>&nbsp;</p>
-The following table provides an overview of the additional processes and explains their purpose within the YaSM model:
-<p>&nbsp;</p>
 {| class="wikitable" style="background: white;"
-|-
+|+style="background:#465674;"|<span style="color:#ffffff; font-size: 110%">ITIL 4 technical management practices and related YaSM processes</span>
-!style="background:#379988; font-size: 110%; color:#ffffff; width:25%"|YaSM processes not specified in ITIL<sup><small>&#174;</small></sup>
+|-style="vertical-align:top"
-!style="background:#379988; font-size: 110%; color:#ffffff; width:75%"|Notes
+!style="background:#eeeeee;"|ITIL 4 manage&shy;ment prac&shy;tices
+!style="background:#eeeeee;"|Related YaSM processes
+!style="background:#eeeeee;"|Comparison: YaSM service management and ITIL&#8239;4
 |-style="vertical-align:top"
-|[[SP1: Set up and maintain the service management system]]
+|Deploy&shy;ment manage&shy;ment
+|
+* (Various YaSM processes)
 |
-*ITIL focuses on managing services throughout their lifecycle, but is somewhat vague about how the service management processes come into existence.
+* This practice explains various approaches to the deployment of hardware, software and other service components into the live environment.
-*ISO 20000 specifies requirements for service providers to "plan, establish, implement, operate, monitor, review, maintain and improve a service management system (SMS)", of which the service management processes are a key component.
+* YaSM is not prescriptive regarding these approaches. These approaches can be applied in various YaSM processes, such as
-*This means there is a certain gap between ITIL and ISO 20000 which YaSM closes by introducing a specific process for setting up and maintaining the service management system.
+** [[LP3: Build new or changed services]] ([[LP3:_Build_new_or_changed_services#LP3.6|deployment of new or significantly changed services]])
+** [[LP5: Improve the services]] ([[LP5:_Improve_the_services#LP5.4|deployment of service improvements]]).
 |-style="vertical-align:top"
-|[[SP6: Manage projects]]
+|Infra&shy;structure and platform manage&shy;ment
 |
-*According to ITIL, a number of processes perform coordinating activities, especially design coordination, transition planning and support, change management, as well as release and deployment management. The problem with this approach is that there are several coordination processes, each coordinating specific parts of service development projects.
+* --
-*YaSM prefers one central instance that is tasked with planning and coordinating all aspects of service development projects from beginning to end.
+|
-*YaSM's project management process is also more versatile, because it can be applied not only when new services are being introduced, but also when other significant initiatives are to be managed (for example an upgrade to the service provider’s technical infrastructure on a bigger scale).
+* This ITIL practice is about providing the right mix of technologies to the organization and governing the use of technology solutions. It includes guidance on cloud services and cloud computing.
+* The infrastructure and platform management practice can be applied in various YaSM processes, such as the strategic and service design processes.
 |-style="vertical-align:top"
-|[[SP9: Ensure compliance]]
+|Software develop&shy;ment and manage&shy;ment
 |
-*Compliance is becoming increasingly important for many organizations. For this reason, YaSM contains a specific process for ensuring compliance with laws, regulations, industry standards, etc., which highlights the most important compliance management activities and identifies the interfaces with the other YaSM processes.
+* --
-*This process also improves YaSM's alignment with COBIT and USMBOK, which both contain sections on ensuring compliance.
-|-style="vertical-align:top"
-|[[SP10: Manage human resources]]
 |
-*Skills and skill development are dealt with in several ITIL processes but there is no well-defined responsibility for the important task of managing human resources. This is why YaSM contains a human resources management process.
+* ITIL (and all other service management frameworks) do not provide detailed guidance on software development.
-*YaSM's HR process does not describe all aspects generally associated with managing human resources but focuses on developing the skills required to offer the service provider’s range of services.
+* The YaSM model describes the interfaces with software development, but otherwise it is considered a discipline of its own and is outside the scope of the YaSM service management processes.
-*This process also improves YaSM's alignment with ISO 20000 and CMMI-SVC, which stipulate that human resources should be properly managed.
 |}
-<p>&nbsp;</p>
-<p>&nbsp;</p>
-==<span id="itil-functions-yasm">ITIL functions and YaSM</span>==
-<html>Apart from a set of processes ITIL also describes a number of "<a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Functions" title="ITIL functions">functions</a>". For instance, incident management is introduced as a process and facilities management as a function.</html>
-By definition, a function is an organizational entity, often characterized by a special area of knowledge or experience. Examples would be the human resources department or a team of experts operating a certain part of the technical infrastructure.
-Processes, in contrast, are clusters of activities which produce a defined outcome, like the incident resolution process. Several functions may play their part in a process (the team of technical experts may have to perform some activities within the incident resolution process).
-Much confusion stems from the fact that in the real world there are often functions and processes with identical names: For example, the human resources management team (a "function") will perform a set of HR-related activities, which as a whole are called the human resources process.
-In this context, YaSM consists of a set of processes and does not specifically relate to functions or organizational structures.
-Roles are the only type of organizational information described in the YaSM model: For example, the role of 1st level support figures in the incident resolution process, because 1st level support needs to perform a number of activities in this process. This notwithstanding, 1st level support agents will typically belong to an organizational unit or function, such as a support team headed by a support manager.
 <p>&nbsp;</p>
 ==Related articles==
-<html><a href="https://yasm.com/en/blog/itil-alternative-yasm"><img src="https://yasm.com/en/content/blog/141029-itil-alternative-yasm/img-180x110.jpg" alt="ITIL framework alternative: The YaSM Framework" style="display: block; float: left; border:1px solid #d9d9d9; margin-right: 10px"/></a>
+<html><figure class="mw-halign-left" typeof="mw:File/Thumb"><a href="https://yasm.com/wiki/en/index.php/Alternatives_to_ITIL" title="YaSM - an alternative to ITIL oder ITIL 4?"><img srcset="https://yasm.com/wiki/en/img/yasm-frameworks/itil/400px/itil-alternatives.jpg 400w, https://yasm.com/wiki/de/img/yasm-frameworks/itil/480px/itil-alternativen.jpg 480w, https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-alternatives.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-frameworks/itil/480px/itil-alternatives.jpg" decoding="async" width="400" height="225" class="mw-file-element" alt="ITIL framework alternative: The YaSM Framework" /></a><figcaption><span style="font-variant:small-caps;">YaSM - an alternative to ITIL&reg; or ITIL&nbsp;4?</span></figcaption></figure>
-<div style="margin-left: 30%; color:#636363">
+<p><a href="https://yasm.com/wiki/en/index.php/Alternatives_to_ITIL">YaSM - an alternative to ITIL&reg;?</a></p>
-<p style="margin-top: 0;"><a href="https://yasm.com/en/blog/itil-alternative-yasm">YaSM - an alternative to ITIL<sup><small>&#174;</small></sup>?</a></p>
+<p>Once in a while I get asked during our webinars if YaSM is an alternative to ITIL. It almost seems quite a few people would like to avoid having to deal with ITIL - but is it a good idea to ignore it? <br /><a href="https://yasm.com/wiki/en/index.php/Alternatives_to_ITIL">[&nbsp;...&nbsp;Read more&nbsp;]</a></p>
-<p><small>by: Stefan Kempter</small></p>
+<p style="clear:both;">&nbsp;</p>
-<p>Once in a while I get asked during our webinars if YaSM is an alternative to ITIL. It almost seems quite a few people would like to avoid having to deal with ITIL - but is it a good idea to ignore it? <a href="https://yasm.com/en/blog/itil-alternative-yasm">[...]</a></p></div>
-<p>&nbsp;</p>
-<a href="https://yasm.com/en/blog/yasm-itil-lite"><img src="https://yasm.com/en/content/blog/140913-yasm-itil-lite/img-180x110.jpg" alt="YaSM: A Lightweight ITIL?" style="display: block; float: left; border:1px solid #d9d9d9; margin-right: 10px"/></a>
-<div style="margin-left: 30%; color:#636363">
-<p style="margin-top: 0;"><a href="https://yasm.com/en/blog/yasm-itil-lite">Is YaSM 'ITIL lite' or 'lean ITIL'?</a></p>
-<p><small>by: Stefan Kempter</small></p>
-<p>YaSM is definitely lighter than ITIL (actually we decided to create YaSM because many of our customers looked for something lighter). But we don't want YaSM to be confused with what is often called "ITIL lite" or "lean ITIL" because we think the existing approaches are often flawed: <a href="https://yasm.com/en/blog/yasm-itil-lite">[...]</a></p></div>
-<p>&nbsp;</p>
-<a href="https://yasm.com/en/blog/itil-non-it-services"><img src="https://yasm.com/en/content/blog/150503-itil-non-it-services/img-180x110.jpg" alt=" The usage of ITIL in non-IT environments" style="display: block; float: left; margin-right: 10px"/></a>
+<figure class="mw-halign-left" typeof="mw:File/Thumb"><a href="https://yasm.com/wiki/en/index.php/ITIL_Lite_and_YaSM" title="Is YaSM 'ITIL lite' or 'lean ITIL'?"><img srcset="https://yasm.com/wiki/en/img/yasm-frameworks/itil-lite/400px/itil-lite-itil4-light.jpg 400w, https://yasm.com/wiki/en/img/yasm-frameworks/itil-lite/480px/itil-lite-itil4-light.jpg 480w, https://yasm.com/wiki/en/img/yasm-frameworks/itil-lite/itil-lite-itil4-light.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-frameworks/itil-lite/480px/itil-lite-itil4-light.jpg" decoding="async" width="400" height="225" class="mw-file-element" alt="YaSM: A Lightweight ITIL or ITIL 4?" /></a><figcaption><span style="font-variant:small-caps;">Is YaSM 'ITIL lite' or 'lean ITIL'?</span></figcaption></figure>
-<div style="margin-left: 30%; color:#636363">
-<p style="margin-top: 0;"><a href="https://yasm.com/en/blog/itil-non-it-services">New initiative by AXELOS: ITIL<sup><small>&#174;</small></sup> for non-IT service providers</a></p>
-<p><small>by: Stefan Kempter</small></p>
-<p>AXELOS announced a new initiative to promote the usage of ITIL<sup><small>&#174;</small></sup> in non-IT environments: Their aim is provide additional guidance, so that non-IT service providers are better able to benefit from ITIL. <a href="https://yasm.com/en/blog/itil-non-it-services">[...]</a></p></div><p>
-</html>
-<p>&nbsp;</p>
+<p><a href="https://yasm.com/wiki/en/index.php/ITIL_Lite_and_YaSM">Is YaSM 'ITIL lite' or 'lean ITIL'?</a></p>
+<p>YaSM is definitely lighter than ITIL (actually we decided to create YaSM because many of our customers looked for something lighter). But we don't want YaSM to be confused with what is often called &quot;ITIL lite&quot; or &quot;lean ITIL&quot; because we think the existing approaches are often flawed: <br /><a href="https://yasm.com/wiki/en/index.php/ITIL_Lite_and_YaSM">[&nbsp;...&nbsp;Read more&nbsp;]</a></p></html>
+<p style="clear:both;">&nbsp;</p>
 ==References==
-*<span id="ref-cabinet-office-2011a">[Cabinet Office, 2011a]. -- The Cabinet Office: ITIL<sup><small>&#174;</small></sup> Service Strategy (2011 Edition). - The Stationery Office; London, UK, July 2011.</span>
+* <span id="ref-axelos-2019">[AXELOS, 2019]. -- AXELOS: ITIL&reg; Foundation, ITIL 4 Edition. - The Stationery Office; Norwich, UK, February 2019.</span>
-*<span id="ref-cabinet-office-2011b">[Cabinet Office, 2011b]. -- The Cabinet Office: ITIL<sup><small>&#174;</small></sup> Service Design (2011 Edition). - The Stationery Office; London, UK, July 2011.</span>
-*<span id="ref-cabinet-office-2011c">[Cabinet Office, 2011c]. -- The Cabinet Office: ITIL<sup><small>&#174;</small></sup> Service Transition (2011 Edition). - The Stationery Office; London, UK, July 2011.</span>
-*<span id="ref-cabinet-office-2011d">[Cabinet Office, 2011d]. -- The Cabinet Office: ITIL<sup><small>&#174;</small></sup> Service Operation (2011 Edition). - The Stationery Office; London, UK, July 2011.</span>
-*<span id="ref-cabinet-office-2011e">[Cabinet Office, 2011e]. -- The Cabinet Office: ITIL<sup><small>&#174;</small></sup> Continual Service Improvement (2011 Edition). - The Stationery Office; London, UK, July 2011.</span>
-<p>&nbsp;</p>
 ==External links==
-*<span id="ref-itil-wiki">[IT Process Wiki]. -- S. Kempter &amp; Kempter, A.: "[https://wiki.en.it-processmaps.com/index.php/Main_Page IT Process Wiki]. -- The Wiki about the IT Infrastructure Library ITIL<sup><small>&#174;</small></sup> (ITIL 2011, ITIL V3 & V2), ISO 20000 and IT Service Management (ITSM).  - IT Process Maps; Lindau (Bodensee), Germany.</span>
+*<span id="ref-itil-wiki">[IT Process Wiki]. -- S. Kempter &amp; Kempter, A.: "[https://wiki.en.it-processmaps.com/index.php/Main_Page IT Process Wiki]". -- The Wiki about the IT Infrastructure Library ITIL&reg; (ITIL 4, ITIL 2011, ITIL V3 & V2), ISO 20000 and IT Service Management (ITSM). - IT Process Maps; Lindau (Bodensee), Germany.</span>
-*<span id="ref-service-strategy">[IT Process Wiki - ITIL Service Strategy]. -- S. Kempter: IT Process Wiki, "[https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Strategy ITIL Service Strategy]. - IT Process Maps; Lindau (Bodensee), Germany.</span>
+*<span id="ref-itil-processes">[IT Process Wiki - ITIL Processes]. -- S. Kempter: IT Process Wiki, "[https://wiki.en.it-processmaps.com/index.php/ITIL_Processes ITIL Processes]". - IT Process Maps; Lindau (Bodensee), Germany.</span>
-*<span id="ref-service-design">[IT Process Wiki - ITIL Service Design]. -- S. Kempter: IT Process Wiki, "[https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Design ITIL Service Design]. - IT Process Maps; Lindau (Bodensee), Germany.</span>
-*<span id="ref-service-transition">[IT Process Wiki - ITIL Service Transition]. -- S. Kempter: IT Process Wiki, "[https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Transition ITIL Service Transition]. - IT Process Maps; Lindau (Bodensee), Germany.</span>
-*<span id="ref-service-operation">[IT Process Wiki - ITIL Service Operation]. -- S. Kempter: IT Process Wiki, "[https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation ITIL Service Operation]. - IT Process Maps; Lindau (Bodensee), Germany.</span>
-*<span id="ref-csi">[IT Process Wiki - ITIL CSI]. -- S. Kempter: IT Process Wiki, "[https://wiki.en.it-processmaps.com/index.php/ITIL_CSI_-_Continual_Service_Improvement ITIL CSI - Continual Service Improvement]. - IT Process Maps; Lindau (Bodensee), Germany.</span>
-<p>&nbsp;</p>
 == Notes ==
-[1] <span id="ITIL">ITIL<sup><small>&#174;</small></sup> is a registered trade mark of AXELOS Limited. - IT Infrastructure Library<sup><small>&#174;</small></sup> is a registered trade mark of AXELOS Limited.</span> The official ITIL site by AXELOS: [https://www.axelos.com/best-practice-solutions/itil axelos.com/best-practice-solutions/itil]<br />
+[1] <span id="YaSM">YaSM stands for "Yet another Service Management Model". YaSM&reg; is a registered trademark of IT Process Maps GbR.</span><br />
-[2] <span id="ISO20000">ISO 20000 refers to the service management processes - and other elements like service management policies and plans - as the "service management system (SMS)".</span><br />
+[2] <span id="ITIL">ITIL&reg; is a registered trademark of AXELOS Limited. - IT Infrastructure Library&reg; is a registered trademark of AXELOS Limited.</span> ITIL official site: [https://www.axelos.com/certifications/itil-service-management https://www.axelos.com/certifications/itil-service-management]<br />
-[3] <span id="COBIT">COBIT<sup><small>&#174;</small></sup> is a registered trademark of ISACA (Information Systems Audit and Control Association).</span><br />
+[3] <span id="ITIL-4-content">The ITIL guidance referenced in this table is based on ITIL 4 Foundation, published in February 2019.</span><br />
-[4] <span id="USMBOK">USMBOK&trade; is a Registered Trade Mark of Virtual Knowledge Solutions International Incorporated (VKSII).</span><br />
+[4] <span id="ITIL-4-practices">The management practices in this table are based on ITIL 4 Foundation, published in February 2019.</span>
-[5] <span id="CMMI">CMMI<sup><small>&#174;</small></sup> and Capability Maturity Model<sup><small>&#174;</small></sup> are registered trademarks of Carnegie Mellon University.</span>
-<p>&nbsp;</p>
-<html><img src="https://yasm.com/wiki/en/img/yasm-frameworks/Itil-vs-yasm-180x110.jpg" width="180" height="110" title="ITIL vs. YaSM service management" alt="ITIL vs. YaSM. - Service management frameworks compared. - Thumbnail." style="display: block; float: left; margin-right: 10px" /></p>
-<div style="margin-left: 30%; color:#636363">
-<p style="margin-top: 0;">Is based on: The <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a> - Document: "YaSM and ITIL<sup><small>&#174;</small></sup>".</p>
-<p><small>By:&#160;&#160;Andrea Kempter&#160;<a rel="author" href="https://plus.google.com/113316270668629760475/about"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/google.jpg" width="16" height="16" title="By: Andrea Kempter | Profile on Google+" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a>&#160;&#160;and&#160;&#160;Stefan Kempter&#160;<a href="https://plus.google.com/111925560448291102517/about"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/google.jpg" width="16" height="16" title="By: Stefan Kempter | Profile on Google+" alt="Contributor: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</small><br style="clear:both;"/></div>
+<html>Is based on: The <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a> - Document: &quot;YaSM and ITIL&reg;&quot;</p>
+<p>By:&#160;&#160;Stefan Kempter&#160;<a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>&#160;&#160;and&#160;&#160;Andrea Kempter&#160;<a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter | Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.
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YaSM and ITIL: Difference between revisions

Latest revision as of 14:00, 29 July 2024

The YaSM model and ITIL

ITIL 4 processes and ITIL 4 process templates?

Processes and value streams in ITIL 4

ITIL 4 components and YaSM

ITIL 4 practices and YaSM processes

ITIL 4 general management practices and related YaSM processes

ITIL 4 service management practices and related YaSM processes

ITIL 4 technical management practices and related YaSM processes

Related articles

References

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Notes

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