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<meta property="og:description" content="YaSM® Wiki - the wiki about service management, enterprise service management (ESM / BSM), IT service management (ITSM) and ISO 20000 | <meta property="og:description" content="YaSM® Wiki - the wiki about service management, enterprise service management (ESM / BSM), IT service management (ITSM) and ISO 20000." /> | ||
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<meta name="twitter:description" content="Wiki about service management: YaSM®, enterprise service management (ESM / BSM), IT service management (ITSM) and ISO 20000 | <meta name="twitter:description" content="Wiki about service management: YaSM®, enterprise service management (ESM / BSM), IT service management (ITSM) and ISO 20000."> | ||
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<meta name="twitter:image:alt" content="YaSM® Service Management Wiki - the wiki about service management, enterprise service management (ESM / BSM), IT service management (ITSM) and ISO 20000 (ISO/IEC 20000). Reference material about the YaSM service management process model. Information about the established frameworks for service management and ITSM, progressive practices (Agile, DevOps), ..."> | <meta name="twitter:image:alt" content="YaSM® Service Management Wiki - the wiki about service management, enterprise service management (ESM / BSM), IT service management (ITSM) and ISO 20000 (ISO/IEC 20000). Reference material about the YaSM service management process model. Information about the established frameworks for service management and ITSM, progressive practices (Agile, DevOps), ..."> | ||
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<meta itemprop="datePublished" content="2014-08-02" /></div> | <meta itemprop="datePublished" content="2014-08-02" /></div></html> | ||
< | <span style="padding-top: 3px; margin-bottom: 25px;"><span id="md-webpage-description" itemprop="description"><b style="color:#003366;">YaSM<sup><small>®</small></sup> Wiki - the wiki about service management, enterprise service management (ESM / BSM), IT service management (ITSM) and ISO 20000.</b></span></span> __NOTOC__ | ||
<p> </p> | |||
< | ===<span style="color:#379988;">Service Management</span>=== | ||
[[Service Management|Service management]] is a management discipline aimed at providing quality services that customers will value, buy and use. | |||
The service management body of knowledge is mostly made up of various frameworks such as ITIL<sup><small>®</small></sup>, COBIT<sup><small>®</small></sup>, CMMI-SVC<sup><small>®</small></sup>, SIAM™ or VeriSM™ that describe service management principles, best practices and processes. | |||
< | |||
< | |||
< | |||
< | The amount of guidance available may seem overwhelming, yet all frameworks follow a few basic principles, as explained in our introductory articles and videos: | ||
<p style="padding-top: 5px;">If you are new to YaSM, start here:</p> | <html><ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 18px;"> | ||
<li><a href="https://yasm.com/wiki/en/index.php/Service_Management" title="What is service management">What is service management?</a></li> | |||
<li style="margin-bottom: 15px;">Video series about the "<a href="https://yasm.com/en/videos#videos-enterprise-service-management" title="YaSM video series: Service management">simple principles of good service management</a>".</li></ul></html> | |||
===<span style="color:#379988;">The YaSM model</span>=== | |||
<html>Service management doesn't need to be complex and difficult: <a href="https://yasm.com/en/" title="YaSM: Main page">YaSM</a><sup><small>®</small></sup> ('Yet another Service Management Model') is a translation of service management best practice into a streamlined, accessible set of processes and ready-to-use templates. It's a good match for the leaner, more flexible operating models favored by today's service provider organizations.</p> | |||
<p>YaSM is not another framework but follows the established frameworks for service management and ITSM, and it conforms to the requirements of ISO 20000 (ISO/IEC 20000), the international standard for service management.</p> | |||
<p style="margin-bottom: 15px;">There are two YaSM products: The <a href="https://yasm.com/en/products/yasm-process-map" title="The YaSM® Process Map: The service management process model">YaSM Process Map</a>, a complete process model for service management, and the <a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="The YaSM® - ISO 20000 Bridge">YaSM - ISO 20000 Bridge</a>, an additional component for organizations that wish to become certified to ISO 20000.</html> | |||
===<span style="color:#379988;">Where to start with YaSM?</span>=== | |||
<html><p style="padding-top: 5px;">If you are new to YaSM, start here:</p> | |||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 18px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 18px;"> | ||
<li> | <li><a href="https://yasm.com/wiki/en/index.php/What_is_YaSM" title="What is YaSM? - Introduction to YaSM service management">What is YaSM service management?</a> Introduction to YaSM on a single page.</li> | ||
<li><a href="https://yasm.com/en/videos/introduction-yasm" title="Video: Introduction to YaSM">Watch the video</a> with Stefan Kempter introducing the YaSM model.</li></ul> | <li><a href="https://yasm.com/en/videos/introduction-yasm" title="Video: Introduction to YaSM">Watch the video</a> with Stefan Kempter introducing the YaSM model.</li></ul> | ||
<p style="margin-bottom: 15px;">If you want to get in touch with us, you will find our contact details on the <a href="https://yasm.com/en/contact" title="YaSM.com | Contact information and contact form">YaSM contact page</a>!</html> | |||
<p> | ===<span style="color:#379988;">About the Service Management Wiki</span>=== | ||
<html><p style="margin-bottom: 15px;">This wiki is run and sponsored by <a href="https://yasm.com/en/contact#ITProcessMapsOrg" title="IT Process Maps GbR, Germany | Contact information">IT Process Maps</a>, creators of <a href="https://yasm.com/en/" title="YaSM® | The Service Management Model">YaSM</a> and the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM® Process Map">YaSM Process Map</a>, and authors of the popular <a class="external text" href="https://wiki.en.it-processmaps.com/index.php/Main_Page" title="IT Process Wiki - the ITIL® Wiki | Main Page">IT Process Wiki</a>. The YaSM model and the <a href="https://yasm.com/wiki/en/index.php/Main_Page" title="YaSM Wiki: All about YaSM service management and YaSM process management">Service Management Wiki</a> were established in 2014; the wiki is available in English and <a href="https://yasm.com/wiki/de/index.php/Hauptseite" title="Wiki YaSM (Deutsch)">German</a>.</p> | |||
< | <div class="floatright"><div class="noresize"><map name="ImageMap_yasm-wiki-share"><area href="https://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fyasm.com%2Fwiki%2Fen%2Findex.php%2FMain_Page&hl=en_US&source=YaSM%20Wiki" class="plainlinks" rel="nofollow" shape="rect" coords="55,0,99,36" alt="share this page on LinkedIn" title="share this page on LinkedIn"/><area href="https://twitter.com/intent/tweet?url=https%3A%2F%2Fyasm.com%2Fwiki%2Fen%2Findex.php%2FMain_Page&text=%23YaSMwiki%20%7C%20The%20Service%20Management%20Wiki%0AWiki%20about%20YaSM%C2%AE%2C%20service%20management%20(ESM%2C%20BSM%2C%20ITSM)%20and%20ISO%2020000%20(ISO%2FIEC%2020000).%0A%E2%96%BA&lang=en&via=yasmcom" class="plainlinks" rel="nofollow" shape="rect" coords="97,0,140,36" alt="share this page on Twitter" title="share this page on Twitter"/></map><img alt="share this page" src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-share.png" width="140" height="36" usemap="#ImageMap_yasm-wiki-share"/></div></div> | ||
<div class="noresize"><a href="https://yasm.com/wiki/de/index.php/Hauptseite"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="140" height="36" style="float:left;" alt="auf Deutsch" title="This page in German" /></a></div></html> | |||
<br style="clear:both;"/><p> </p> | |||
< | ===<span style="color:#379988;">Contents</span>=== | ||
---- | |||
< | <html><div style="float:left; border: 1px solid #c7c7c7; min-width:230px;"> | ||
<div style="float:left; border: 1px solid #c7c7c7; min-width:230px;"> | |||
<h3 style="background:#379988; font-size: 110%; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px;"> <b><span class="mw-headline" id="Contents_of_the_Wiki">Contents of the Wiki</span></b> </h3> | <h3 style="background:#379988; font-size: 110%; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px;"> <b><span class="mw-headline" id="Contents_of_the_Wiki">Contents of the Wiki</span></b> </h3> | ||
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<ul> | <ul> | ||
<li>Popular posts:<br><a href="https://yasm.com/wiki/en/index.php/ | <li>Popular posts:<br><a href="https://yasm.com/wiki/en/index.php/ITIL_4_vs_ITIL_V3" title="ITIL 4 vs. ITIL V3">ITIL 4 vs. ITIL V3: Comparison</a> | <a href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL" title="YaSM and ITIL (ITIL 4)">YaSM and ITIL<sup><small>®</small></sup> 4</a></li> | ||
<li><a href="https://yasm.com/en/news/free-service-management-resources" title="Launch of the free YaSM Wiki">Launch of the free YaSM Wiki</a>, 2014.</li></ul> | |||
<h4 style="color:#379988; padding-left:5pt; padding-top: 15px;"><span class="mw-headline" id="YaSM_news">YaSM news</span></h4> | <h4 style="color:#379988; padding-left:5pt; padding-top: 15px;"><span class="mw-headline" id="YaSM_news">YaSM news</span></h4> | ||
<ul><li><a href="https://yasm.com/wiki/en/index.php/YaSM_Service_Management_News" title="YaSM Service Management News">News: Service Management Wiki and YaSM model</a></li></ul> | <ul><li><a href="https://yasm.com/wiki/en/index.php/YaSM_Service_Management_News" title="YaSM Service Management News">News: Service Management Wiki and YaSM model</a></li></ul> | ||
</div></div><br style="clear:both;"/> | </div></div></html><br style="clear:both;"/> | ||
<p> </p> | <p> </p> | ||
===<span style="color:#379988; padding-top: 20px;">Educational use of the Wiki</span>=== | |||
< | <html><div style="padding-left:5pt; padding-right:5pt; padding-top: 5px; padding-bottom: 10px;"> | ||
<div style="padding-left:5pt; padding-right:5pt; padding-top: 5px; padding-bottom: 10px;"> | |||
<div id="https://yasm.com/wiki/en/img/yasm-wiki/yasm-service-management-wiki.jpg" itemscope itemtype="https://schema.org/ImageObject"> | <div id="https://yasm.com/wiki/en/img/yasm-wiki/yasm-service-management-wiki.jpg" itemscope itemtype="https://schema.org/ImageObject"> | ||
<a href="https://yasm.com/wiki/en/img/yasm-wiki/1x1/yasm-service-management-wiki.jpg" title="Service Management Wiki: Contents" itemprop="contentUrl"> | <a href="https://yasm.com/wiki/en/img/yasm-wiki/1x1/yasm-service-management-wiki.jpg" title="Service Management Wiki: Contents" itemprop="contentUrl"> | ||
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<meta itemprop="keywords" content="Service Management Wiki" /> | <meta itemprop="keywords" content="Service Management Wiki" /> | ||
<meta itemprop="keywords" content="ISO 20000 Wiki" /> | <meta itemprop="keywords" content="ISO 20000 Wiki" /> | ||
<img style="margin:5px 0px 30px 30px; float:right;" src="https://yasm.com/wiki/en/img/yasm-wiki/yasm-service-management-wiki.jpg" width="400" height="225" title="Service Management Wiki: Contents" alt="YaSM Wiki: Service Management (BSM, ESM, ITSM) and ISO 20000 (ISO/IEC 20000). Reference material about the YaSM service management process model." /></a></div> | <img style="margin:5px 0px 30px 30px; float:right;" src="https://yasm.com/wiki/en/img/yasm-wiki/yasm-service-management-wiki.jpg" width="400" height="225" title="Service Management Wiki: Contents" alt="YaSM Wiki: Service Management (BSM, ESM, ITSM) and ISO 20000 (ISO/IEC 20000). Reference material about the YaSM service management process model." /></a></div></div></html> | ||
< | The YaSM <strong class="selflink">Service Management Wiki</strong> includes: | ||
* <span id="md-webpage-description-educationalUse-1" itemprop="educationalUse">Best practices for service providers about service management - in the areas of enterprise service management (ESM) / business service management (BSM) and IT service management (ITSM).</span> | |||
* <span id="md-webpage-description-educationalUse-2" itemprop="educationalUse">Reference material on YaSM service management and details about the service management processes.</span> | |||
* <span id="md-webpage-description-educationalUse-3" itemprop="educationalUse">Reference material on ISO 20000 (ISO/IEC 20000:2018), the international standard for service management.</span> | |||
* <span id="md-webpage-description-educationalUse-4" itemprop="educationalUse">Detailed guidance and how-to guides on YaSM process management.</span> | |||
* <span id="md-webpage-description-educationalUse-5" itemprop="educationalUse">Information about the established frameworks for service management and ITSM, progressive practices (Agile, DevOps), ...</span> | |||
* <span id="md-webpage-description-educationalUse-6" itemprop="educationalUse">Reference material on ITIL (ITIL 4, ITIL V3), de-facto standard for IT service management (ITSM).</span> | |||
* Overview: [[#Contents|All topics]].<br style="clear:both;"/> | |||
<p> </p> | <p> </p> | ||
<h4 style="color:#379988; padding-left:5pt; padding-top: 15px;">Trademarks | Authors</h4> | <html><h4 style="color:#379988; padding-left:5pt; padding-top: 15px;">Trademarks | Authors</h4> | ||
<p style="padding-left:5pt;"><span id="YaSM">[1] YaSM<sup><small>®</small></sup> is a registered trademark of IT Process Maps GbR.</span><br /> | <p style="padding-left:5pt;"><span id="YaSM">[1] YaSM<sup><small>®</small></sup> is a registered trademark of IT Process Maps GbR.</span><br /> | ||
<span id="ITIL">[2] ITIL<sup><small>®</small></sup> and IT Infrastructure Library<sup><small>®</small></sup> are registered trademarks of AXELOS Limited.</span><br /> | <span id="ITIL">[2] ITIL<sup><small>®</small></sup> and IT Infrastructure Library<sup><small>®</small></sup> are registered trademarks of AXELOS Limited.</span><br /> | ||
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<span itemprop="name">ISO 20000</span></a> | <span itemprop="name">ISO 20000</span></a> | ||
<meta itemprop="position" content="4" /></span> | <meta itemprop="position" content="4" /></span> › | ||
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<span itemprop="name">YaSM and ITIL 4</span></a> | |||
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Revision as of 15:07, 8 March 2021
Service Management Wiki
YaSM® Wiki - the wiki about service management, enterprise service management (ESM / BSM), IT service management (ITSM) and ISO 20000.
Service Management
Service management is a management discipline aimed at providing quality services that customers will value, buy and use.
The service management body of knowledge is mostly made up of various frameworks such as ITIL®, COBIT®, CMMI-SVC®, SIAM™ or VeriSM™ that describe service management principles, best practices and processes.
The amount of guidance available may seem overwhelming, yet all frameworks follow a few basic principles, as explained in our introductory articles and videos:
- What is service management?
- Video series about the "simple principles of good service management".
The YaSM model
Service management doesn't need to be complex and difficult: YaSM® ('Yet another Service Management Model') is a translation of service management best practice into a streamlined, accessible set of processes and ready-to-use templates. It's a good match for the leaner, more flexible operating models favored by today's service provider organizations.
YaSM is not another framework but follows the established frameworks for service management and ITSM, and it conforms to the requirements of ISO 20000 (ISO/IEC 20000), the international standard for service management.
There are two YaSM products: The YaSM Process Map, a complete process model for service management, and the YaSM - ISO 20000 Bridge, an additional component for organizations that wish to become certified to ISO 20000.
Where to start with YaSM?
If you are new to YaSM, start here:
- What is YaSM service management? Introduction to YaSM on a single page.
- Watch the video with Stefan Kempter introducing the YaSM model.
If you want to get in touch with us, you will find our contact details on the YaSM contact page!
About the Service Management Wiki
This wiki is run and sponsored by IT Process Maps, creators of YaSM and the YaSM Process Map, and authors of the popular IT Process Wiki. The YaSM model and the Service Management Wiki were established in 2014; the wiki is available in English and German.
Contents
Contents of the Wiki
YaSM service management
YaSM and other practices
YaSM videos
- Introduction to YaSM
- YaSM and ITIL® (ITIL 4)
- YaSM und ISO 20000
- Enterprise Service Management
- The YaSM Process Map
The simple principles of good service management
- The customer is king
- Vaguely defined services can't be managed
- If you stop improving, you will fall behind
- Don't leave customer support to luck
- Without a strategy, you cannot take the long view
All about ISO 20000 and ISO 20000:2018
- Introduction to ISO 20000, the international standard for service management
- The new version of ISO/IEC 20000:2018
- How YaSM relates to ISO 20000
- FAQ: ISO 20000 certification
- Use cases: How the YaSM model supports your ISO 20000 project
All about ITIL and ITIL 4
- Introduction to ITIL®, de-facto standard for IT service management (ITSM)
- The new edition of ITIL 4
- New: Detailed mapping between ITIL V3 and ITIL 4
- ITIL Lite and lean ITIL
- Alternatives to ITIL
More about service management
- What is a service, and what is service management?
- What is ... ITIL® / ISO 20000 / SIAM™ / VeriSM™?
- 'Progressive' practices and approaches applied to service management: DevOps / Agile / Lean
- Business services and enterprise service management (ESM)
- News: Service management news
The YaSM Manifesto
- YaSM stands for "Yet another Service Management Model".
- YaSM was developed as a streamlined service management model and it is meant to stay that way. Users of YaSM are free to adapt the service management model to the specific needs of their organizations, for example by implementing only part of the model or by adding more sophistication where required.
- The contents of the YaSM Wiki are and will always be available for free. You may use and share those contents provided you give appropriate credit (see the full Creative Commons license).
Articles and news
YaSM articles
Hi! I'm Stefan Kempter and in my articles I write about YaSM, service management, process templates and the YaSM Wiki.
I hope you enjoy your visit to our web site!
- Popular posts:
ITIL 4 vs. ITIL V3: Comparison | YaSM and ITIL® 4 - Launch of the free YaSM Wiki, 2014.
YaSM news
Educational use of the Wiki
- Best practices for service providers about service management - in the areas of enterprise service management (ESM) / business service management (BSM) and IT service management (ITSM).
- Reference material on YaSM service management and details about the service management processes.
- Reference material on ISO 20000 (ISO/IEC 20000:2018), the international standard for service management.
- Detailed guidance and how-to guides on YaSM process management.
- Information about the established frameworks for service management and ITSM, progressive practices (Agile, DevOps), ...
- Reference material on ITIL (ITIL 4, ITIL V3), de-facto standard for IT service management (ITSM).
- Overview: All topics.
Trademarks | Authors
[1] YaSM® is a registered trademark of IT Process Maps GbR.
[2] ITIL® and IT Infrastructure Library® are registered trademarks of AXELOS Limited.
[3] COBIT® is a registered trademark of ISACA.
[4] ISO/IEC 20000® is a registered trademark of ISO.
[5] CMMI® and Capability Maturity Model® are registered trademarks of Carnegie Mellon University.
[6] USMBOK™ is a registered trade mark of Virtual Knowledge Solutions International Incorporated (VKSII).
[7] SIAM™ is a registered trade mark of EXIN.
[8] VeriSM™ is a registered trademarks of IFDC.
By: Stefan Kempter 
and Andrea Kempter , IT Process Maps.
Service management › The YaSM model › Service mgmt. processes › ISO 20000 › YaSM and ITIL 4
