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Service Management

• What is Service Management?
• What is YaSM Service Management?
• What is Enterprise Service Management (ESM)?
• What is a Service?

YaSM Service Management Processes

Service Lifecycle Processes

• LP1: Set the strategic direction
• LP2: Design new or changed services
• LP3: Build new or changed services
• LP4: Operate the services
  • LP4.6: Resolve incidents and service requests
  • LP4.7: Resolve problems
• LP5: Improve the services

Supporting Processes

• SP1: Set up and maintain the service management system
• SP2: Maintain the service portfolio
• SP3: Manage customer relationships
• SP4: Manage configuration information
• SP5: Assess and coordinate changes
• SP6: Manage projects
• SP7: Ensure security
• SP8: Prepare for disaster events
• SP9: Ensure compliance
• SP10: Manage human resources
• SP11: Manage suppliers
• SP12: Manage service financials

YaSM Concepts

• Service Portfolio, Service Definitions and Service Catalogs
• Customer vs. Operational Service Definitions and Agreements
• Plans for organizing Service Management Initiatives

YaSM Terms (Data Objects)

• YaSM Glossary
• YaSM Data Model
• Service Management Checklists

YaSM Roles and Responsibilities

• YaSM Roles
• YaSM RACI Matrix

YaSM Service Management Process Metrics

• YaSM Metrics/ Service Lifecycle Processes
• YaSM Metrics/ Supporting Service Management Processes

YaSM Implementation

• Service Management Project - Roadmap

Service Management Topics

• Strategy Management
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
• Availability Management
• Capacity Management
• Service Level Management

ISO 20000 (DIN ISO/IEC 20000)

• What is ISO 20000?
• YaSM and ISO 20000
• The new version of ISO 20000:2018
• FAQ: ISO 20000 Certification
• ISO 20000 Initiatives and Projects

YaSM and other Service Management Practices

• YaSM and ITIL
• YaSM and ISO 20000
• YaSM and SIAM®
• YaSM and FitSM
• YaSM and VeriSM™
• YaSM and DevOps
• YaSM and Agile Service Management
• YaSM and Lean Service Management
• YaSM and COBIT
• YaSM and CMMI for Services - CMMI-SVC
• YaSM and USMBOK

ITIL®

• ITIL 4 vs ITIL V3
• What is ITIL?
• YaSM and ITIL (ITIL 4)
• YaSM and ITIL V3 (ITIL 2011)
• YaSM and ITIL Lite
• Alternatives to ITIL

FitSM

• What is FitSM?
• FitSM and YaSM

VeriSM™

• What is VeriSM?
• VeriSM™ and YaSM

SIAM™

• What is SIAM Service Integration and Management?
• SIAM™ and YaSM