YaSM Service Management News: Difference between revisions
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<itpmch><title>YaSM Service Management News | YaSM | <itpmch><title>YaSM Service Management News | YaSM Wiki</title> | ||
<meta name="keywords" content="yasm news, service management news, enterprise service management news, ITSM news" /> | <meta name="keywords" content="yasm news, service management news, enterprise service management news, ITSM news" /> | ||
<meta name="description" content="The latest changes and updates to the Service Management Wiki and the YaSM process model. News and videos covering service management: ESM / BSM, ITSM and ISO 20000." /> | <meta name="description" content="The latest changes and updates to the Service Management Wiki and the YaSM process model. News and videos covering service management: ESM / BSM, ITSM and ISO 20000." /> | ||
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<a href="https://yasm.com/wiki/en/img/yasm-service-management/Yasm-service-management-news.jpg" title="YaSM Service Management News" itemprop="contentUrl"> | <a href="https://yasm.com/wiki/en/img/yasm-service-management/Yasm-service-management-news.jpg" title="YaSM Service Management News" itemprop="contentUrl"> | ||
<meta itemprop="caption" content="YaSM news: The latest changes and updates to the Service Management Wiki and the YaSM model. Videos and news covering service management: Enterprise service management (ESM / BSM), IT service management (ITSM) and ISO 20000." /> | <meta itemprop="caption" content="YaSM news: The latest changes and updates to the Service Management Wiki and the YaSM model. Videos and news covering service management: Enterprise service management (ESM / BSM), IT service management (ITSM) and ISO 20000." /> | ||
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<meta itemprop="keywords" content="YaSM news" /> | <meta itemprop="keywords" content="YaSM news" /> | ||
<meta itemprop="keywords" content="service management news" /> | <meta itemprop="keywords" content="service management news" /> | ||
< | <figure class="mw-halign-right" typeof="mw:File/Thumb"><img srcset="https://yasm.com/wiki/en/img/yasm-service-management/400px-Yasm-service-management-news.jpg 400w, https://yasm.com/wiki/en/img/yasm-service-management/Yasm-service-management-news.jpg 1280w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-service-management/400px-Yasm-service-management-news.jpg" fetchpriority="high" decoding="async" width="400" height="200" class="mw-file-element" alt="YaSM-News: The latest changes and updates to the Service Management Wiki and the YaSM process model. Videos and news covering service management: Enterprise service management (ESM / BSM), IT service management (ITSM) and ISO 20000." /></a><figcaption><span style="font-variant:small-caps;"><b><a href="https://yasm.com/wiki/en/img/yasm-service-management/Yasm-service-management-news.jpg" title="YaSM Service-Management-News">YaSM service management news</a></b></span></figcaption></figure></div> | ||
<p><span id="md-webpage-description" itemprop="description">The latest changes and updates to the Service Management Wiki and the YaSM process model.<br /> News and videos about service management: ESM / BSM, ITSM and ISO 20000.</span><br style="clear:both;" /></html> | |||
==Service management process model for BIC Process Design== | ==Service management process model for BIC Process Design== | ||
<html><a href="https://yasm.com/en/products/yasm-process-map-bic" ><img src="https://yasm.com/en/content/products/yasm-process-map-bic/bic-process-gbtec-service-management-templates-yasm.jpg" alt="The top-level diagram of the YaSM Process Map for BIC (BIC Process Design) presents an overview of all service management processes." | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/en/products/yasm-process-map-bic" title="YaSM Process Maps for BIC / BIC Process Design"><img srcset="https://yasm.com/en/content/products/yasm-process-map-bic/200px/bic-process-gbtec-service-management-templates-yasm.jpg 200w, https://yasm.com/en/content/products/yasm-process-map-bic/480px/bic-process-gbtec-service-management-templates-yasm.jpg 480w, https://yasm.com/en/content/products/yasm-process-map-bic/bic-process-gbtec-service-management-templates-yasm.jpg 1200w" sizes="100vw" src="https://yasm.com/en/content/products/yasm-process-map-bic/bic-process-gbtec-service-management-templates-yasm.jpg" decoding="async" width="200" height="150" class="mw-file-element" alt="The top-level diagram of the YaSM Process Map for BIC (BIC Process Design) presents an overview of all service management processes." /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/en/products/yasm-process-map-bic" title="YaSM Process Maps for BIC / BIC Process Design">Service management process model for BIC</a></span></figcaption></figure> | ||
<p | |||
<p>The YaSM® Process Map is now available for another process management tool: BIC Platfom® / BIC Process Design® by GBTEC Software AG!</p> | |||
<p>The <a href="https://yasm.com/en/products/yasm-process-map-bic" title="The YaSM Process Map for BIC / BIC Process Design">service management process model for BIC</a> was developed specifically for companies, organizations and public administration that use GBTEC's BIC platform® to build their digital process landscape.</p> | <p>The <a href="https://yasm.com/en/products/yasm-process-map-bic" title="The YaSM Process Map for BIC / BIC Process Design">service management process model for BIC</a> was developed specifically for companies, organizations and public administration that use GBTEC's BIC platform® to build their digital process landscape.</p> | ||
<p>GBTEC Software AG, headquartered in Bochum, Germany, develops and markets the BIC Platform® - a digital transformation solution that also includes the BIC Process Design® module for Business Process Management (BPM). BIC features a modern, easy-to-use process portal where organizations model, analyze and optimize their workflows. It is a popular BPM tool used by organizations of all types and sizes.</p> | <p>GBTEC Software AG, headquartered in Bochum, Germany, develops and markets the BIC Platform® - a digital transformation solution that also includes the BIC Process Design® module for Business Process Management (BPM). BIC features a modern, easy-to-use process portal where organizations model, analyze and optimize their workflows. It is a popular BPM tool used by organizations of all types and sizes.</p> | ||
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==Service management templates (checklists)== | ==Service management templates (checklists)== | ||
<html><a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" ><img src="https://yasm.com/wiki/en/img/yasm-templates/yasm-document-templates-checklists.jpg" alt="YaSM service management checklist/ document template | Example: Incident record template" | |||
<p | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" title="Service management templates (checklists)"><img srcset="https://yasm.com/wiki/en/img/yasm-templates/200px/yasm-document-templates-checklists.jpg 200w, https://yasm.com/wiki/en/img/yasm-templates/480px/yasm-document-templates-checklists.jpg 480w, https://yasm.com/wiki/en/img/yasm-templates/yasm-document-templates-checklists.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-templates/yasm-document-templates-checklists.jpg" decoding="async" width="200" height="150" class="mw-file-element" alt="YaSM service management checklist/ document template | Example: Incident record template" /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" title="Service management templates (checklists)">Service management templates (checklists / document templates)</a></span></figcaption></figure> | ||
<p>The most frequently requested service management checklists and document templates are available for you in our YaSM Wiki.</p> | |||
<p>The checklists are generic, i.e., applicable to a majority of service provider organizations. They can be used as templates in many cases where specific service management documents need to be created for a particular organization.</p> | <p>The checklists are generic, i.e., applicable to a majority of service provider organizations. They can be used as templates in many cases where specific service management documents need to be created for a particular organization.</p> | ||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | ||
<li><a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" title="Service management checklists (templates)">Service management checklists and document templates</a></li></ul><br style="clear:both;" /><p></html> | <li><a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" title="Service management checklists (templates)">Service management checklists and document templates</a></li></ul> | ||
<br style="clear:both;" /><p></html> | |||
==FitSM - lightweight IT service management== | ==FitSM - lightweight IT service management== | ||
<html><a href="https://yasm.com/wiki/en/index.php/FitSM" ><img | |||
< | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/wiki/en/index.php/FitSM" title="What is FitSM?"><img srcset="https://yasm.com/wiki/en/img/yasm-frameworks/fitsm/200px/fitsm-parts-documents-core-standard-implementation.jpg 200w, https://yasm.com/wiki/en/img/yasm-frameworks/fitsm/480px/fitsm-parts-documents-core-standard-implementation.jpg 480w, https://yasm.com/wiki/en/img/yasm-frameworks/fitsm/fitsm-parts-documents-core-standard-implementation.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-frameworks/fitsm/fitsm-parts-documents-core-standard-implementation.jpg" decoding="async" width="200" height="150" class="mw-file-element" alt="The FitSM components: Core standard and Implementation aides" /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/wiki/en/index.php/FitSM" title="What is FitSM?">What is FitSM (Federated IT Service Management)?</a></span></figcaption></figure> | ||
<p>FitSM (Federated IT Service Management) seeks to differentiate itself from other standards by focusing on the essentials.</p> | |||
<p>What exactly is FitSM, and what components and documents does this lightweight family of ITSM standards include? Can the YaSM service management model be used to support FitSM projects?</p> | <p>What exactly is FitSM, and what components and documents does this lightweight family of ITSM standards include? Can the YaSM service management model be used to support FitSM projects?</p> | ||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | ||
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==Service management diagrams in BPMN== | ==Service management diagrams in BPMN== | ||
<html><a href="https://yasm.com/en/products/service-management-templates-bpmn-xml" ><img src="https://yasm.com/en/content/products/service-management-templates-bpmn-xml/bpmn-service-management-process-diagram-example.jpg" alt="Service management diagrams in BPMN format. The import of YaSM BPMN flowcharts is supported by many tools for business process management." | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/en/products/service-management-templates-bpmn-xml" title="Service management diagrams in BPMN"><img srcset="https://yasm.com/en/content/products/service-management-templates-bpmn-xml/200px/bpmn-service-management-process-diagram-example.jpg 200w, https://yasm.com/en/content/products/service-management-templates-bpmn-xml/480px/bpmn-service-management-process-diagram-example.jpg 480w, https://yasm.com/en/content/products/service-management-templates-bpmn-xml/bpmn-service-management-process-diagram-example.jpg 1200w" sizes="100vw" src="https://yasm.com/en/content/products/service-management-templates-bpmn-xml/bpmn-service-management-process-diagram-example.jpg" decoding="async" width="200" height="150" class="mw-file-element" alt="Service management diagrams in BPMN format. The import of YaSM BPMN flowcharts is supported by many tools for business process management." /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/en/products/service-management-templates-bpmn-xml" title="Service management diagrams in BPMN">Service management diagrams in BPMN</a></span></figcaption></figure> | ||
<p | |||
<p>Business Process Model and Notation (BPMN) has emerged as the open de-facto standard for business process diagrams. Many tools for business process management - such as Adonis®, Signavio® or Bizagi® - support the import of BPMN-compatible process definitions.</p> | |||
<p>For users of such BPM tools, we provide the YaSM process templates as BPMN-DI compliant XML documents.</p> | <p>For users of such BPM tools, we provide the YaSM process templates as BPMN-DI compliant XML documents.</p> | ||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | ||
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==Video | Where to start with service management?== | ==Video | Where to start with service management?== | ||
<html><a href="https://yasm.com/en/videos/service-management-implementation-project-howto" ><img src="https://yasm.com/en/content/videos/service-management-implementation-project-howto/service-management-implementation-howto-video.jpg" alt="Video: A high-level roadmap that shows the steps required to bring the service management guidance to life in your organization." | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/en/videos/service-management-implementation-project-howto" title="Video: Where to start with Service Management?"><img srcset="https://yasm.com/en/content/videos/service-management-implementation-project-howto/200px/service-management-implementation-howto-video.jpg 200w, https://yasm.com/en/content/videos/service-management-implementation-project-howto/480px/service-management-implementation-howto-video.jpg 480w, https://yasm.com/en/content/videos/service-management-implementation-project-howto/service-management-implementation-howto-video.jpg 1280w" sizes="100vw" src="https://yasm.com/en/content/videos/service-management-implementation-project-howto/service-management-implementation-howto-video.jpg" decoding="async" width="200" height="113" class="mw-file-element" alt="Video: A high-level roadmap that shows the steps required to bring the service management guidance to life in your organization." /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/en/videos/service-management-implementation-project-howto" title="Video: Where to start with Service Management? - Project guide">Video: Where to start with Service Management?</a></span></figcaption></figure> | ||
<p | |||
<p>In our latest video Stefan Kempter presents a high-level roadmap that shows the steps required to bring the service management guidance to life in your organization.</p> | |||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | ||
<li><a href="https://yasm.com/en/videos/service-management-implementation-project-howto" title="Video: Where to start with Service Management">Video: Where to start with Service Management?</a></li></ul><br style="clear:both;" /><p></html> | <li><a href="https://yasm.com/en/videos/service-management-implementation-project-howto" title="Video: Where to start with Service Management">Video: Where to start with Service Management?</a></li></ul><br style="clear:both;" /><p></html> | ||
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==The YaSM Process Map - ready-to-use service management process templates== | ==The YaSM Process Map - ready-to-use service management process templates== | ||
<html><a href="https://yasm.com/en/products/yasm-process-map" ><img | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/en/products/yasm-process-map" title="The YaSM Process Map"><img srcset="https://yasm.com/en/content/products/yasm-process-map-visio/200px/visio-service-management-flowcharts-swimlanes.jpg 200w, https://yasm.com/en/content/products/yasm-process-map-visio/4x3/visio-service-management-flowcharts-swimlanes.jpg 900w" sizes="100vw" src="https://yasm.com/en/content/products/yasm-process-map-visio/4x3/visio-service-management-flowcharts-swimlanes.jpg" decoding="async" width="200" height="150" class="mw-file-element" alt="The YaSM Process Map for Visio - service management process templates" /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/en/products/yasm-process-map" title="The YaSM Process Map">YaSM Process Map: The service management process model</a></span></figcaption></figure> | ||
< | |||
<p>You can obtain the process model as a set of Visio | <p>The <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM® Process Map</a> is a set of process diagrams and document templates for organizations that want to get serious with introducing enterprise service management or ITSM best practice.</p> | ||
<p>You can obtain the process model as a set of Visio® diagrams or as a complete ARIS™ reference model. All process diagrams and documents are completely editable; these service management templates can be adapted to the needs of particular organizations.</p> | |||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png'); padding-left: 6px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png'); padding-left: 6px;"> | ||
<li><a href="https://yasm.com/en/products/yasm-process-map" title="Service management process templates: YaSM Process Map">Service management process templates: The YaSM Process Map</a> (product page).</li></ul> | <li><a href="https://yasm.com/en/products/yasm-process-map" title="Service management process templates: YaSM Process Map">Service management process templates: The YaSM Process Map</a> (product page).</li></ul> | ||
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==Video | YaSM and ITIL 4== | ==Video | YaSM and ITIL 4== | ||
<html><a href="https://yasm.com/en/videos/yasm-itil" ><img src="https://yasm.com/en/content/videos/yasm-itil/yasm-itil-video.jpg" alt="Video: The YaSM process model is suitable for defining service processes for ITIL 4." | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/en/videos/yasm-itil" title="Video: YaSM and ITIL 4"><img srcset="https://yasm.com/en/content/videos/yasm-itil/200px/yasm-itil-video.jpg 200w, 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="200" height="113" class="mw-file-element" alt="Video: The YaSM process model is suitable for defining service processes for ITIL 4." /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/en/videos/yasm-itil" title="Video: YaSM and ITIL 4">Video: YaSM and ITIL 4</a></span></figcaption></figure> | ||
<p | |||
<p>Translating <a href="/wiki/en/index.php/ITIL#ITIL_4" title="ITIL 4 ('ITIL V4')">ITIL 4</a> into specific service management processes is difficult for many organizations: The latest edition of the popular ITIL framework describes principles and practices and includes a huge amount of guidance, but ITIL 4 also says we should use common sense and keep things 'simple and practical'.</p> | |||
<p>The YaSM model describes exemplary service management processes that follow the ITIL 4 guidance, and it provides a complete set of process templates for managing services:</p> | <p>The YaSM model describes exemplary service management processes that follow the ITIL 4 guidance, and it provides a complete set of process templates for managing services:</p> | ||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | ||
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==Service management FAQs== | ==Service management FAQs== | ||
<html><a href="https://yasm.com/wiki/en/index.php/Service_Management" ><img | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/wiki/en/index.php/Service_Management" title="What is service management?"><img srcset="https://yasm.com/wiki/en/img/service-management/200px/px/what-is-service-management.jpg 200w, https://yasm.com/wiki/en/img/service-management/480px/what-is-service-management.jpg 480w, https://yasm.com/wiki/en/img/service-management/what-is-service-management.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/service-management/what-is-service-management.jpg" decoding="async" width="200" height="150" class="mw-file-element" alt="Frequently asked questions (FAQs) on service management." /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/wiki/en/index.php/Service_Management" title="What is service management?">What is service management?</a></span></figcaption></figure> | ||
< | |||
<p>There are many areas where an organization can benefit from adopting service management best practice, including better alignment of services with business, customer and user demands, best use of resources, and | <p>As a professional domain, service management has been maturing for decades. Today, organizations that provide services can tap into a huge body of knowledge.</p> | ||
<p>There are many areas where an organization can benefit from adopting service management best practice, including better alignment of services with business, customer and user demands, best use of resources, and elimination of redundant work.</p> | |||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | ||
<li><a href="https://yasm.com/wiki/en/index.php/Service_Management" title="FAQs: What is service management?">Frequently asked questions (FAQs) on service management</a></li></ul><br style="clear:both;" /><p></html> | <li><a href="https://yasm.com/wiki/en/index.php/Service_Management" title="FAQs: What is service management?">Frequently asked questions (FAQs) on service management</a></li></ul><br style="clear:both;" /><p></html> | ||
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==What are the differences between ITIL 4 and ITIL V3?== | ==What are the differences between ITIL 4 and ITIL V3?== | ||
<html><a href="https://yasm.com/wiki/en/index.php/ITIL_4_vs_ITIL_V3" ><img src="https://yasm.com/wiki/en/img/yasm-frameworks/itil/4x3/itil-4-vs-itil-v3-list.jpg" alt="The difference between ITIL 3 und ITIL 4: How the ITIL 4 practices map to the service lifecycle processes known from ITIL V3." title="Comparison: The new edition of ITIL 4 and ITIL V3" | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/wiki/en/index.php/ITIL_4_vs_ITIL_V3" title="Comparison: The new edition of ITIL 4 and ITIL V3"><img srcset="https://yasm.com/wiki/en/img/yasm-frameworks/itil/200px/itil-4-vs-itil-v3-list.jpg 200w, https://yasm.com/wiki/en/img/yasm-frameworks/itil/480px/itil-4-vs-itil-v3-list.jpg 480w, https://yasm.com/wiki/en/img/yasm-frameworks/itil/4x3/itil-4-vs-itil-v3-list.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-frameworks/itil/4x3/itil-4-vs-itil-v3-list.jpg" decoding="async" width="200" height="150" class="mw-file-element" alt="The difference between ITIL 3 und ITIL 4: How the ITIL 4 practices map to the service lifecycle processes known from ITIL V3." /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/wiki/en/index.php/ITIL_4_vs_ITIL_V3" title="Comparison: The new edition of ITIL 4 and ITIL V3">ITIL version 4 vs. ITIL V3: The major differences</a></span></figcaption></figure> | ||
<p | |||
<p>Has ITIL 4 dropped the ITIL V3 service lifecycle? Where in ITIL 4 are the ITIL processes?</p> | |||
<p>Here in the YaSM Wiki we describe in detail here the new ITIL edition has added new guidance, and how the contents in ITIL 4 can be traced back to specific elements of ITIL 2011.</p> | <p>Here in the YaSM Wiki we describe in detail here the new ITIL edition has added new guidance, and how the contents in ITIL 4 can be traced back to specific elements of ITIL 2011.</p> | ||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | ||
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==Video | What is service management?== | ==Video | What is service management?== | ||
<html><a href="https://yasm.com/en/videos/what-is-service-management" ><img src="https://yasm.com/en/content/videos/what-is-service-management/what-is-service-management-video.jpg" alt="Video: Introduction to service management: How service management helps organizations build up a loyal customer base." | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/en/videos/what-is-service-management" title="Video: What is service management? A short introduction"><img srcset="https://yasm.com/en/content/videos/what-is-service-management/200px/what-is-service-management-video.jpg 200w, https://yasm.com/en/content/videos/what-is-service-management/480px/what-is-service-management-video.jpg 480w, https://yasm.com/en/content/videos/what-is-service-management/what-is-service-management-video.jpg 1280w" sizes="100vw" src="https://yasm.com/en/content/videos/what-is-service-management/what-is-service-management-video.jpg" decoding="async" width="200" height="113" class="mw-file-element" alt="Video: Introduction to service management: How service management helps organizations build up a loyal customer base." /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/en/videos/what-is-service-management" title="Video: What is service management? A short introduction">Video: What is service management?</a></span></figcaption></figure> | ||
<p | |||
<p>Service management is a concept that describes how organizations provide quality services that are a hit with customers.</p> | |||
<p>In this video, Stefan Kempter explains how service management helps organizations build up a loyal, or even enthusiastic, customer base, and why the topic is getting a lot of attention these days.</p> | <p>In this video, Stefan Kempter explains how service management helps organizations build up a loyal, or even enthusiastic, customer base, and why the topic is getting a lot of attention these days.</p> | ||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | ||
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==5 steps to better service management: Project guide== | ==5 steps to better service management: Project guide== | ||
<html><a href="https://yasm.com/wiki/en/index.php/Service_Management_Project_-_Roadmap" ><img src="https://yasm.com/wiki/en/img/yasm-project/Yasm-implementation-thumb.jpg" alt="5 key steps of setting up and executing a service management implementation project." | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/wiki/en/index.php/Service_Management_Project_-_Roadmap" title="Service management project guide in 5 steps"><img srcset="https://yasm.com/wiki/en/img/yasm-project/200px/Yasm-implementation-thumb.jpg 200w, https://yasm.com/wiki/en/img/yasm-project/Yasm-implementation-thumb.jpg 480w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-project/Yasm-implementation-thumb.jpg" decoding="async" width="200" height="150" class="mw-file-element" alt="5 key steps of setting up and executing a service management implementation project." /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/wiki/en/index.php/Service_Management_Project_-_Roadmap" title="Service management project guide in 5 steps">Service management project guide</a></span></figcaption></figure> | ||
<p | |||
<p>We have created a roadmap for organizations that seek to improve their service management. It provides a high-level description of a service management implementation project that will be usable across a wide range of diverse organizations.</p> | |||
<p>The example documents used in our roadmap are from "Jack's Hiking Gear", a fictitious company. We have invented Jack's to showcase how service management works in practice.</p> | <p>The example documents used in our roadmap are from "Jack's Hiking Gear", a fictitious company. We have invented Jack's to showcase how service management works in practice.</p> | ||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | ||
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==Video | Service Management Office (SMO) with Microsoft Teams and YaSM== | ==Video | Service Management Office (SMO) with Microsoft Teams and YaSM== | ||
<html><a href="https://yasm.com/en/videos/service-management-office-microsoft-teams-yasm" ><img src="https://yasm.com/en/content/videos/service-management-office-microsoft-teams-yasm/service-management-office-microsoft-teams-yasm-video.jpg" alt="Video: Service Management Office (SMO) with Microsoft Teams (MS Teams) and YaSM." title="Video: Service Management Office (SMO) with MS Teams and YaSM" | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/en/videos/service-management-office-microsoft-teams-yasm" title="Video: Service Management Office (SMO) with MS Teams and YaSM"><img srcset="https://yasm.com/en/content/videos/service-management-office-microsoft-teams-yasm/200px/service-management-office-microsoft-teams-yasm-video.jpg 200w, https://yasm.com/en/content/videos/service-management-office-microsoft-teams-yasm/480px/service-management-office-microsoft-teams-yasm-video.jpg 480w, https://yasm.com/en/content/videos/service-management-office-microsoft-teams-yasm/service-management-office-microsoft-teams-yasm-video.jpg 1280w" sizes="100vw" src="https://yasm.com/en/content/videos/service-management-office-microsoft-teams-yasm/service-management-office-microsoft-teams-yasm-video.jpg" decoding="async" width="200" height="113" class="mw-file-element" alt="Video: Service Management Office (SMO) with Microsoft Teams (MS Teams) and YaSM." /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/en/videos/service-management-office-microsoft-teams-yasm" title="Video: Service Management Office (SMO) with MS Teams and YaSM">Video: Service Management Office (SMO)</a></span></figcaption></figure> | ||
<p | |||
<p>In this new video we take a look at the concept of the service management office, and how the YaSM process model help you getting started with an SMO.</p> | |||
<p>We also show you a few practical examples, of how Microsoft® Teams - a solution for collaborating and sharing content - can provide the technical platform for a virtual or distributed SMO. Teams is a powerful platform, and it's especially useful if your service management office is a virtual team whose members are in different locations.</p> | <p>We also show you a few practical examples, of how Microsoft® Teams - a solution for collaborating and sharing content - can provide the technical platform for a virtual or distributed SMO. Teams is a powerful platform, and it's especially useful if your service management office is a virtual team whose members are in different locations.</p> | ||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | ||
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==What is YaSM? | A recorded version of the YaSM webinar== | ==What is YaSM? | A recorded version of the YaSM webinar== | ||
<html><a href="https://yasm.com/en/videos/what-is-yasm-webinar" ><img src="https://yasm.com/en/content/videos/what-is-yasm-webinar/webinar-yasm-service-management-templates.jpg" alt="Webinar (recorded version): YaSM - Best practice for service providers" | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/en/videos/what-is-yasm-webinar" title="Webinar: Understanding YaSM service management"><img srcset="https://yasm.com/en/content/videos/what-is-yasm-webinar/200px/webinar-yasm-service-management-templates.jpg 200w, https://yasm.com/en/content/videos/what-is-yasm-webinar/480px/webinar-yasm-service-management-templates.jpg 480w, https://yasm.com/en/content/videos/what-is-yasm-webinar/webinar-yasm-service-management-templates.jpg 1280w" sizes="100vw" src="https://yasm.com/en/content/videos/what-is-yasm-webinar/webinar-yasm-service-management-templates.jpg" decoding="async" width="200" height="113" class="mw-file-element" alt="Webinar (recorded version): YaSM - Best practice for service providers" /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/en/videos/what-is-yasm-webinar" title="Webinar: Understanding YaSM service management">Webinar: Understanding YaSM service management</a></span></figcaption></figure> | ||
<p | |||
<p>Stefan Kempter explains what the YaSM model is about. He presents the free "YaSM Wiki" and the "YaSM Process Map":</p> | |||
<p>A process model with a complete set of process and document templates for organizations that want to get serious with introducing YaSM.</p> | <p>A process model with a complete set of process and document templates for organizations that want to get serious with introducing YaSM.</p> | ||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | ||
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==Why YaSM service management may be good for your business== | ==Why YaSM service management may be good for your business== | ||
<html><a href="https://www.bmc.com/blogs/yasm-yet-another-service-management-model/" ><img src="https://yasm.com/wiki/en/img/yasm-news/yasm-service-model-benefits.jpg" alt="YaSM service management benefits: Reasons why enterprise businesses find the YaSM model beneficial. Article from the BMC Blog." | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://www.bmc.com/blogs/yasm-yet-another-service-management-model/" title="BMC Blog | What is the YaSM Service Model"><img srcset="https://yasm.com/wiki/en/img/yasm-news/200px/yasm-service-model-benefits.jpg 200w, https://yasm.com/wiki/en/img/yasm-news/yasm-service-model-benefits.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-news/yasm-service-model-benefits.jpg" decoding="async" width="200" height="113" class="mw-file-element" alt="YaSM service management benefits: Reasons why enterprise businesses find the YaSM model beneficial. Article from the BMC Blog." /></a><figcaption><span style="font-variant:small-caps;">➜ <a class="external" href="https://www.bmc.com/blogs/yasm-yet-another-service-management-model/" title="BMC Blog | What is the YaSM Service Model">BMC Blog | What is the YaSM Service Model</a></span></figcaption></figure> | ||
<p | |||
<p>This article by <a class="external" href="https://www.linkedin.com/in/wattssw/" title="LinkedIn | Stephen Watts, BMC Software">Stephen Watts</a> and <a class="external" href="https://www.linkedin.com/in/matt-tracy-998887a5" title="LinkedIn | Matt Tracy, Board of Directors for Alabama Veteran">Matthew Tracy</a> explains how "YaSM works as a spine for a number of frameworks and is particularly useful when working with ITIL, ISO 20000, VeriSM, SIAM [...]" and others.</p> | |||
<p>Learn more about the reasons why organizations find the YaSM model beneficial:</p> | <p>Learn more about the reasons why organizations find the YaSM model beneficial:</p> | ||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | ||
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==What is new in ITIL 4?== | ==What is new in ITIL 4?== | ||
<html><a href="https://yasm.com/wiki/en/index.php/ITIL#ITIL_4" ><img src="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-components.jpg" alt="New in ITIL 4: Four dimensions model and ITIL service value system (SVS). The ITIL SVS contains guiding principles, governance, service value chain, continual improvement and ITIL practices." | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/wiki/en/index.php/ITIL#ITIL_4" title="New in ITIL: The ITIL 4 components"><img srcset="https://yasm.com/wiki/en/img/yasm-frameworks/itil/200px/itil-4-components.jpg 200w, https://yasm.com/wiki/en/img/yasm-frameworks/itil/480px/itil-4-components.jpg 480w, https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-components.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-components.jpg" decoding="async" width="200" height="150" class="mw-file-element" alt="New in ITIL 4: Four dimensions model and ITIL service value system (SVS). The ITIL SVS contains guiding principles, governance, service value chain, continual improvement and ITIL practices." /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/wiki/en/index.php/ITIL#ITIL_4" title="New in ITIL: The ITIL 4 components">The ITIL 4 components</a></span></figcaption></figure> | ||
<p | |||
<p>The current version of ITIL 4 takes a more holistic approach than previous versions, focusing on "end-to-end service management from demand to value".</p> | |||
<p>Learn more about the ITIL 4 key components - the four dimensions model and the ITIL service value system (SVS).</p> | <p>Learn more about the ITIL 4 key components - the four dimensions model and the ITIL service value system (SVS).</p> | ||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | ||
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==Video | YaSM and ISO 20000== | ==Video | YaSM and ISO 20000== | ||
<html><a href="https://yasm.com/en/videos/yasm-iso-20000-bridge" ><img src="https://yasm.com/en/content/videos/yasm-iso-20000-bridge/yasm-iso-20000-processes-video.jpg" alt="Video: YaSM service management and ISO 20000. Process and document templates for every ISO 20000 requirement." | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/en/videos/yasm-iso-20000-bridge" title="Video: ISO 20000 and YaSM"><img srcset="https://yasm.com/en/content/videos/yasm-iso-20000-bridge/200px/yasm-iso-20000-processes-video.jpg 200w, https://yasm.com/en/content/videos/yasm-iso-20000-bridge/480px/yasm-iso-20000-processes-video.jpg 480w, https://yasm.com/en/content/videos/yasm-iso-20000-bridge/yasm-iso-20000-processes-video.jpg 1280w" sizes="100vw" src="https://yasm.com/en/content/videos/yasm-iso-20000-bridge/yasm-iso-20000-processes-video.jpg" decoding="async" width="200" height="113" class="mw-file-element" alt="Video: YaSM service management and ISO 20000. Process and document templates for every ISO 20000 requirement." /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/en/videos/yasm-iso-20000-bridge" title="Video: ISO 20000 and YaSM">Video: ISO 20000 process model</a></span></figcaption></figure> | ||
<p | |||
<p>Process models and document templates for every single ISO 20000 requirement: The <a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="ISO 20000 processes: The YaSM - ISO 20000 Bridge">YaSM - ISO 20000 Bridge</a> makes getting started with the standard a lot easier.</p> | |||
<p>The process diagrams and document templates contained in the YaSM model make the huge task of designing ISO/IEC 20000 compliant processes for your organization manageable: A set of detailed diagrams relates the standard's mandatory ISO 20000 requirements to the process diagrams and checklists of the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map - the service management process model">YaSM Process Map</a>.</p> | <p>The process diagrams and document templates contained in the YaSM model make the huge task of designing ISO/IEC 20000 compliant processes for your organization manageable: A set of detailed diagrams relates the standard's mandatory ISO 20000 requirements to the process diagrams and checklists of the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map - the service management process model">YaSM Process Map</a>.</p> | ||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | ||
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==Video | Introduction to the YaSM service management model== | ==Video | Introduction to the YaSM service management model== | ||
<html><a href="https://yasm.com/en/videos/introduction-yasm" ><img src="https://yasm.com/en/content/videos/introduction-yasm/what-is-yasm-service-management-video.jpg" alt="Video: Introduction to the streamlined YaSM process model for service management" | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/en/videos/introduction-yasm" title="Introduction to YaSM service management"><img srcset="https://yasm.com/en/content/videos/introduction-yasm/200px/what-is-yasm-service-management-video.jpg 200w, https://yasm.com/en/content/videos/introduction-yasm/480px/what-is-yasm-service-management-video.jpg 480w, https://yasm.com/en/content/videos/introduction-yasm/what-is-yasm-service-management-video.jpg 1280w" sizes="100vw" src="https://yasm.com/en/content/videos/introduction-yasm/what-is-yasm-service-management-video.jpg" decoding="async" width="200" height="113" class="mw-file-element" alt="Video: Introduction to the streamlined YaSM process model for service management" /></a><figcaption><span style="font-variant:small-caps;">➜ ><a href="https://yasm.com/en/videos/introduction-yasm" title="Introduction to YaSM service management">Video: Introduction to YaSM service management</a></span></figcaption></figure> | ||
<p | |||
<p><a href="https://yasm.com/en/" title="YaSM - Official page">YaSM ('Yet another Service Management Model')</a> is a streamlined and easily understood process model for service management and ISO 20000 that provides <a href="https://yasm.com/en/products/yasm-process-map" title="Ready-to-use service management process templates">ready-to-use templates</a> for your processes and documents.</p> | |||
<p>If you are new to YaSM, start here:</p> | <p>If you are new to YaSM, start here:</p> | ||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | ||
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==Comparison: YaSM and ISO/IEC 20000== | ==Comparison: YaSM and ISO/IEC 20000== | ||
<html><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000" ><img | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000" title="YaSM and ISO 20000"><img srcset="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/200px/Yasm-iso-20000-processes.jpg 200w, https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/480px/Yasm-iso-20000-processes.jpg 480w, https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/Yasm-iso-20000-processes.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/Yasm-iso-20000-processes.jpg" decoding="async" width="200" height="150" class="mw-file-element" alt="ISO 20000 requirements and related YaSM service management processes" /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000" title="YaSM and ISO 20000">YaSM and ISO 20000: Comparison</a></span></figcaption></figure> | ||
< | |||
<p>One of the objectives when creating YaSM was to provide a service management process framework which is closely aligned with <a href="https://yasm.com/wiki/en/index.php/ISO_20000" title="What is ISO 20000?">ISO/IEC 20000 ('ISO 20000')</a>.</p> | |||
<p>Frequently, certification according to ISO 20000 is sought because it enables organizations to prove that they are customer-oriented, efficient and effective suppliers of services. The certification can thus be used for marketing purposes, or to gain access to customers and markets which require their service suppliers to be ISO 20000 certified.</p> | <p>Frequently, certification according to ISO 20000 is sought because it enables organizations to prove that they are customer-oriented, efficient and effective suppliers of services. The certification can thus be used for marketing purposes, or to gain access to customers and markets which require their service suppliers to be ISO 20000 certified.</p> | ||
<p>YaSM consists of a tightly focused set of processes, policies and document templates which provide a solution for every ISO 20000 requirement.</p> | <p>YaSM consists of a tightly focused set of processes, policies and document templates which provide a solution for every ISO 20000 requirement.</p> | ||
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<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000" title="YaSM service management and ISO 20000: Comparison">ISO 20000 requirements and related service management processes</a></li></ul><br style="clear:both;" /><p></html> | <li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000" title="YaSM service management and ISO 20000: Comparison">ISO 20000 requirements and related service management processes</a></li></ul><br style="clear:both;" /><p></html> | ||
==ISO 20000:2018 - New edition of | ==ISO 20000:2018 - New edition of the ISO 20000 standard== | ||
<html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/wiki/en/index.php/ISO_20000_-_2018" title="Contents of ISO 20000 2018"><img srcset="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/200px/iso-iec-20000-2018.jpg 200w, https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/480px/iso-iec-20000-2018.jpg 480w, https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/iso-iec-20000-2018.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/iso-iec-20000-2018.jpg" decoding="async" width="200" height="150" class="mw-file-element" alt="Comparison: ISO/IEC 20000:2018 (Part 1 of the international service management standard vs. ISO 2000:2011." /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/wiki/en/index.php/ISO_20000_-_2018" title="Contents of ISO 20000 2018">The current version of ISO 20000:2018</a></span></figcaption></figure> | |||
<p>The <a href="https://yasm.com/wiki/en/index.php/ISO_20000_-_2018" title="Contents of ISO 20000 2018">new version of ISO 20000:2018</a> is here, and our <a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="The YaSM® - ISO 20000 Bridge: ISO 20000 reference processes">YaSM - ISO 20000 Bridge</a> is in line with this latest edition of the standard.</p> | |||
<p | |||
<p>ISO/IEC 20000:2018 (Part 1) is a completely revised version of the international service management standard, ISO/IEC 20000:2011.</p> | <p>ISO/IEC 20000:2018 (Part 1) is a completely revised version of the international service management standard, ISO/IEC 20000:2011.</p> | ||
<p>With the update of the ISO 20000 standard, new requirements have been introduced.</p> | <p>With the update of the ISO 20000 standard, new requirements have been introduced.</p> | ||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | ||
<li><a href="https://yasm.com/wiki/en/index.php/ISO_20000_-_2018#Main_differences_in_ISO_20000:2018" title="What is new in | <li><a href="https://yasm.com/wiki/en/index.php/ISO_20000_-_2018#Main_differences_in_ISO_20000:2018" title="What is new in ISO 20000 2018?">What is new in ISO 20000:2018?</a></li> | ||
<li><a href="https://yasm.com/wiki/en/index.php/ISO_20000_-_2018#Differences_in_detail" title="ISO 20000:2018 vs. ISO 20000:2011">What are the key differences between the latest edition of ISO 20000-1:2018 and the previous 2011 version?</a></li></ul><br style="clear:both;" /><p></html> | <li><a href="https://yasm.com/wiki/en/index.php/ISO_20000_-_2018#Differences_in_detail" title="ISO 20000:2018 vs. ISO 20000:2011">What are the key differences between the latest edition of ISO 20000-1:2018 and the previous 2011 version?</a></li></ul><br style="clear:both;" /><p></html> | ||
==Video: The YaSM RACI matrix== | ==Video: The YaSM RACI matrix== | ||
<html><a href="https://yasm.com/ | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/en/videos/yasm-raci-matrix" title="Watch the video: The YaSM RACI matrix"><img srcset="https://yasm.com/en/content/videos/yasm-raci-matrix/200px/yasm-raci-matrix-raci-model-video.jpg 200w, https://yasm.com/en/content/videos/yasm-raci-matrix/480px/yasm-raci-matrix-raci-model-video.jpg 480w, https://yasm.com/en/content/videos/yasm-raci-matrix/yasm-raci-matrix-raci-model-video.jpg 1280w" sizes="100vw" src="https://yasm.com/en/content/videos/yasm-raci-matrix/yasm-raci-matrix-raci-model-video.jpg" decoding="async" width="200" height="113" class="mw-file-element" alt="Video: The RACI matrix (responsibility assignment matrix) describes the participation by the various roles in the service management processes." /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/en/videos/yasm-raci-matrix" title="Watch the video: The YaSM RACI matrix">Video: The YaSM RACI matrix</a></span></figcaption></figure> | ||
< | |||
<p>The video shows how to use the responsibility matrix included in the YaSM | <p>A RACI matrix ("responsibility assignment matrix") describes the participation by various roles in completing tasks or deliverables for business processes. RACI models are especially useful in clarifying roles and responsibilities in cross-functional processes. RACI models are especially useful in clarifying roles and responsibilities in cross-functional processes.</p> | ||
<p>The video shows how to use the responsibility matrix included in the YaSM® Process Map:</p> | |||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | ||
<li><a href="https://yasm.com/ | <li><a href="https://yasm.com/en/videos/yasm-raci-matrix" title="Watch the video: The YaSM RACI matrix">The YaSM RACI matrix</a></li></ul> | ||
<br style="clear:both;" /><p></html> | <br style="clear:both;" /><p></html> | ||
==New video: Enterprise service management== | ==New video: Enterprise service management== | ||
<html><a href="https://yasm.com/en/videos/enterprise-service-management-yasm" ><img src="https://yasm.com/en/content/videos/enterprise-service-management-yasm/yasm-enterprise-service-management-video.jpg" alt="Enterprise Service Management and YaSM" title="Watch the video: Enterprise Service Management and YaSM" style=" | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/en/videos/enterprise-service-management-yasm" title="Watch the video: Enterprise Service Management and YaSM"><img srcset="https://yasm.com/en/content/videos/enterprise-service-management-yasm/200px/yasm-enterprise-service-management-video.jpg 200w, https://yasm.com/en/content/videos/enterprise-service-management-yasm/480px/yasm-enterprise-service-management-video.jpg 480w, https://yasm.com/en/content/videos/enterprise-service-management-yasm/yasm-enterprise-service-management-video.jpg 1280w" sizes="100vw" src="https://yasm.com/en/content/videos/enterprise-service-management-yasm/yasm-enterprise-service-management-video.jpg" decoding="async" width="200" height="113" class="mw-file-element" alt="Enterprise Service Management and YaSM" title="Watch the video: Enterprise Service Management and YaSM" /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/en/videos/enterprise-service-management-yasm" title="Watch the video: Enterprise Service Management">Video: Enterprise-Service-Management (ESM)</a></span></figcaption></figure> | ||
<p | |||
<p>In this video Stefan Kempter explores the roots of enterprise service management in IT service management (ITSM) and explains what it's all about.</p> | |||
<p>And he shows how the YaSM framework helps you with introducing the enterprise service management approach in your organization.</p> | <p>And he shows how the YaSM framework helps you with introducing the enterprise service management approach in your organization.</p> | ||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | ||
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==Video series: The simple principles of good service management== | ==Video series: The simple principles of good service management== | ||
<html><a href="https://yasm.com/en/videos#videos-enterprise-service-management"><img src="https://yasm.com/en/content/videos/service-management-principles-400x400.jpg" alt="Video series: The simple principles of good service management." | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/en/videos#videos-enterprise-service-management" title="Video series: Good service management"><img srcset="https://yasm.com/en/content/videos/service-management-principles-200x200.jpg 200w, https://yasm.com/en/content/videos/service-management-principles-400x400.jpg 400w" sizes="100vw" src="https://yasm.com/en/content/videos/service-management-principles-400x400.jpg" decoding="async" width="200" height="200" class="mw-file-element" alt="Video series: The simple principles of good service management." /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/en/videos#videos-enterprise-service-management" title="Video series: Good service management">Video series: Good service management</a></span></figcaption></figure> | ||
<p | |||
<p>Today, some 20 or 30 years after the beginnings of service management best practice, we go back to basics again and start a new series of videos about the simple principles in service management - and how to apply them in real life:</p> | |||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | ||
<li>Part 1: <a href="https://yasm.com/en/videos/customer-service-management-yasm" title="Video: Customer service management">The customer is king</a></li> | <li>Part 1: <a href="https://yasm.com/en/videos/customer-service-management-yasm" title="Video: Customer service management">The customer is king</a></li> | ||
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==What is enterprise service management?== | ==What is enterprise service management?== | ||
<html><a href="https://yasm.com/wiki/en/index.php/Enterprise_Service_Management_(ESM)_and_YaSM"><img src="https://yasm.com/wiki/en/img/enterprise-service-management/enterprise-service-management-trends.jpg" alt="Enterprise service management is gaining traction! So, what is ESM?" | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/wiki/en/index.php/Enterprise_Service_Management_(ESM)_and_YaSM" title="Enterprise service management - a growing trend"><img srcset="https://yasm.com/wiki/en/img/enterprise-service-management/200px/enterprise-service-management-trends.jpg 200w, https://yasm.com/wiki/en/img/enterprise-service-management/enterprise-service-management-trends.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/enterprise-service-management/enterprise-service-management-trends.jpg" decoding="async" width="200" height="113" class="mw-file-element" alt="Enterprise service management is gaining traction! So, what is ESM?" /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/wiki/en/index.php/Enterprise_Service_Management_(ESM)_and_YaSM" title="What is enterprise service management">What is enterprise service management?</a></span></figcaption></figure> | ||
<p | |||
<p>Enterprise service management (ESM) is a growing trend in the service industry but it's not a new invention. In fact, we've been using the ideas behind ESM for decades, but mainly in the field of IT services.</p> | |||
<p>If you would like to learn more about the history of enterprise service management and what it is about, head over to the following page:</p> | <p>If you would like to learn more about the history of enterprise service management and what it is about, head over to the following page:</p> | ||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | ||
| Line 240: | Line 268: | ||
==Launch of the free YaSM Wiki== | ==Launch of the free YaSM Wiki== | ||
<html><a href="https://yasm.com/en/news/free-service-management-resources" ><img src="https://yasm.com/en/content/news/free-service-management-resources/yasm-wiki-launch.jpg" alt="Launch of the YaSM Wiki: A new, free Wiki about service management." | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/en/news/free-service-management-resources" title="Launch of the YaSM Wiki: Free service management resources"><img srcset="https://yasm.com/en/content/news/free-service-management-resources/200px/yasm-wiki-launch.jpg 200w, https://yasm.com/en/content/news/free-service-management-resources/480px/yasm-wiki-launch.jpg 480w, https://yasm.com/en/content/news/free-service-management-resources/yasm-wiki-launch.jpg 1200w" sizes="100vw" src="https://yasm.com/en/content/news/free-service-management-resources/yasm-wiki-launch.jpg" decoding="async" width="200" height="113" class="mw-file-element" alt="Launch of the YaSM Wiki: A new, free Wiki about service management." /></a><figcaption><span style="font-variant:small-caps;">➜ <a href="https://yasm.com/en/news/free-service-management-resources" title="Launch of the YaSM Wiki: Free service management resources">Launch of the YaSM Wiki</a></span></figcaption></figure> | ||
<p | <p>We have been running an <a href="https://wiki.en.it-processmaps.com/index.php/Main_Page" title="IT Process Wiki - the ITIL Wiki">ITIL®-Wiki</a> in three languages for many years and received a lot of positive feedback. So setting up the YaSM Wiki was a natural thing to do once YaSM was ready to be launched.</p> | ||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | ||
<li>Read the article: <a title="Launch of the YaSM Wiki" href="https://yasm.com/en/news/free-service-management-resources">Launch of the YaSM Wiki on 1st August 2014</a>.</li></ul><br style="clear:both;" /><p></html> | <li>Read the article: <a title="Launch of the YaSM Wiki" href="https://yasm.com/en/news/free-service-management-resources">Launch of the YaSM Wiki on 1st August 2014</a>.</li></ul><br style="clear:both;" /><p></html> | ||
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==YaSM news== | ==YaSM news== | ||
<html><a href="https://yasm.com/wiki/en/ | <html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/wiki/en/img/yasm-service-management/service-management-blog-yasm-2x1.jpg" title="Official YaSM articles: Service management explained"><img srcset="https://yasm.com/wiki/en/img/yasm-service-management/200px/service-management-blog-yasm-2x1.jpg 200w, https://yasm.com/wiki/en/img/yasm-service-management/480px/service-management-blog-yasm-2x1.jpg 480w, https://yasm.com/wiki/en/img/yasm-service-management/service-management-blog-yasm-2x1.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-service-management/service-management-blog-yasm-2x1.jpg" decoding="async" width="200" height="100" class="mw-file-element" alt="The official YaSM blog: Lean service management, ITSM and the YaSM Wiki." /></a><figcaption><span style="font-variant:small-caps;">Service management news</span></figcaption></figure> | ||
< | |||
<p>Service management explained: Here we share articles and news about YaSM, streamlined service management, ITSM, process templates and the YaSM service management wiki.</p> | |||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 6px;"> | ||
<li>Read the article: <a href="https://yasm.com/en/news/service-management-framework-yasm" title="Why YaSM?">Why 'Yet another Service Management Model'?</a></li></ul> | <li>Read the article: <a href="https://yasm.com/en/news/service-management-framework-yasm" title="Why YaSM?">Why 'Yet another Service Management Model'?</a></li></ul> | ||
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''Trademarks:'' | ''Trademarks:'' | ||
<span id="YaSM">[1] YaSM | <span id="YaSM">[1] YaSM® is a registered trade mark of IT Process Maps GbR.</span><br /> | ||
<span id="ITIL">[2] ITIL | <span id="ITIL">[2] ITIL® and IT Infrastructure Library<sup><small>®</small></sup> are registered trade marks of AXELOS Limited.</span><br /> | ||
<html>By:  Andrea Kempter <a rel="author" 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="Author: Andrea Kempter, IT Process Maps GbR" /></a>  and  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Contributor: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps. | <html>By:  Andrea Kempter <a rel="author" 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="Author: Andrea Kempter, IT Process Maps GbR" /></a>  and  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Contributor: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps. | ||
Revision as of 17:24, 27 October 2024
The latest changes and updates to the Service Management Wiki and the YaSM process model.
News and videos about service management: ESM / BSM, ITSM and ISO 20000.
Service management process model for BIC Process Design
The YaSM® Process Map is now available for another process management tool: BIC Platfom® / BIC Process Design® by GBTEC Software AG!
The service management process model for BIC was developed specifically for companies, organizations and public administration that use GBTEC's BIC platform® to build their digital process landscape.
GBTEC Software AG, headquartered in Bochum, Germany, develops and markets the BIC Platform® - a digital transformation solution that also includes the BIC Process Design® module for Business Process Management (BPM). BIC features a modern, easy-to-use process portal where organizations model, analyze and optimize their workflows. It is a popular BPM tool used by organizations of all types and sizes.
The YaSM® Process Map for BIC is provided as a native BIC repository that can be imported into BIC Process Design®. It is thus the perfect foundation for organizations that wish to align their service management processes with best practices such as ITIL®, ISO 20000, FitSM, etc.
- Video: The YaSM process model for BIC
In this video, Stefan Kempter shows how to import the YaSM repository into your BIC Process Design®, and he provides an overview of the process diagrams and contents included in the YaSM® Process Map for BIC.
Service management templates (checklists)
The most frequently requested service management checklists and document templates are available for you in our YaSM Wiki.
The checklists are generic, i.e., applicable to a majority of service provider organizations. They can be used as templates in many cases where specific service management documents need to be created for a particular organization.
FitSM - lightweight IT service management
FitSM (Federated IT Service Management) seeks to differentiate itself from other standards by focusing on the essentials.
What exactly is FitSM, and what components and documents does this lightweight family of ITSM standards include? Can the YaSM service management model be used to support FitSM projects?
- A short introduction to FitSM
- FitSM and YaSM compared: FitSM processes / process-specific requirements and corresponding processes / templates from the YaSM process model.
- Video: What is FitSM (Federated IT Service Management)?
In this video, Stefan Kempter introduces FitSM and explains how the YaSM service management model and FitSM can be used together.
Service management diagrams in BPMN
Business Process Model and Notation (BPMN) has emerged as the open de-facto standard for business process diagrams. Many tools for business process management - such as Adonis®, Signavio® or Bizagi® - support the import of BPMN-compatible process definitions.
For users of such BPM tools, we provide the YaSM process templates as BPMN-DI compliant XML documents.
Video | Where to start with service management?
In our latest video Stefan Kempter presents a high-level roadmap that shows the steps required to bring the service management guidance to life in your organization.
The YaSM Process Map - ready-to-use service management process templates
The YaSM® Process Map is a set of process diagrams and document templates for organizations that want to get serious with introducing enterprise service management or ITSM best practice.
You can obtain the process model as a set of Visio® diagrams or as a complete ARIS™ reference model. All process diagrams and documents are completely editable; these service management templates can be adapted to the needs of particular organizations.
- Service management process templates: The YaSM Process Map (product page).
- Video: Introduction to the YaSM Process Map - structure and contents of the YaSM process model.
Video | YaSM and ITIL 4
Translating ITIL 4 into specific service management processes is difficult for many organizations: The latest edition of the popular ITIL framework describes principles and practices and includes a huge amount of guidance, but ITIL 4 also says we should use common sense and keep things 'simple and practical'.
The YaSM model describes exemplary service management processes that follow the ITIL 4 guidance, and it provides a complete set of process templates for managing services:
Service management FAQs
As a professional domain, service management has been maturing for decades. Today, organizations that provide services can tap into a huge body of knowledge.
There are many areas where an organization can benefit from adopting service management best practice, including better alignment of services with business, customer and user demands, best use of resources, and elimination of redundant work.
What are the differences between ITIL 4 and ITIL V3?
Has ITIL 4 dropped the ITIL V3 service lifecycle? Where in ITIL 4 are the ITIL processes?
Here in the YaSM Wiki we describe in detail here the new ITIL edition has added new guidance, and how the contents in ITIL 4 can be traced back to specific elements of ITIL 2011.
Video | What is service management?
Service management is a concept that describes how organizations provide quality services that are a hit with customers.
In this video, Stefan Kempter explains how service management helps organizations build up a loyal, or even enthusiastic, customer base, and why the topic is getting a lot of attention these days.
5 steps to better service management: Project guide
We have created a roadmap for organizations that seek to improve their service management. It provides a high-level description of a service management implementation project that will be usable across a wide range of diverse organizations.
The example documents used in our roadmap are from "Jack's Hiking Gear", a fictitious company. We have invented Jack's to showcase how service management works in practice.
Video | Service Management Office (SMO) with Microsoft Teams and YaSM
In this new video we take a look at the concept of the service management office, and how the YaSM process model help you getting started with an SMO.
We also show you a few practical examples, of how Microsoft® Teams - a solution for collaborating and sharing content - can provide the technical platform for a virtual or distributed SMO. Teams is a powerful platform, and it's especially useful if your service management office is a virtual team whose members are in different locations.
What is YaSM? | A recorded version of the YaSM webinar
Stefan Kempter explains what the YaSM model is about. He presents the free "YaSM Wiki" and the "YaSM Process Map":
A process model with a complete set of process and document templates for organizations that want to get serious with introducing YaSM.
- Start the webinar (38 min.): Understanding YaSM service management.
Why YaSM service management may be good for your business
This article by Stephen Watts and Matthew Tracy explains how "YaSM works as a spine for a number of frameworks and is particularly useful when working with ITIL, ISO 20000, VeriSM, SIAM [...]" and others.
Learn more about the reasons why organizations find the YaSM model beneficial:
- From the BMC blog | What is YaSM? Yet Another Service Model Explained.
What is new in ITIL 4?
The current version of ITIL 4 takes a more holistic approach than previous versions, focusing on "end-to-end service management from demand to value".
Learn more about the ITIL 4 key components - the four dimensions model and the ITIL service value system (SVS).
Video | YaSM and ISO 20000
Process models and document templates for every single ISO 20000 requirement: The YaSM - ISO 20000 Bridge makes getting started with the standard a lot easier.
The process diagrams and document templates contained in the YaSM model make the huge task of designing ISO/IEC 20000 compliant processes for your organization manageable: A set of detailed diagrams relates the standard's mandatory ISO 20000 requirements to the process diagrams and checklists of the YaSM Process Map.
Video | Introduction to the YaSM service management model
YaSM ('Yet another Service Management Model') is a streamlined and easily understood process model for service management and ISO 20000 that provides ready-to-use templates for your processes and documents.
If you are new to YaSM, start here:
Comparison: YaSM and ISO/IEC 20000
One of the objectives when creating YaSM was to provide a service management process framework which is closely aligned with ISO/IEC 20000 ('ISO 20000').
Frequently, certification according to ISO 20000 is sought because it enables organizations to prove that they are customer-oriented, efficient and effective suppliers of services. The certification can thus be used for marketing purposes, or to gain access to customers and markets which require their service suppliers to be ISO 20000 certified.
YaSM consists of a tightly focused set of processes, policies and document templates which provide a solution for every ISO 20000 requirement.
ISO 20000:2018 - New edition of the ISO 20000 standard
The new version of ISO 20000:2018 is here, and our YaSM - ISO 20000 Bridge is in line with this latest edition of the standard.
ISO/IEC 20000:2018 (Part 1) is a completely revised version of the international service management standard, ISO/IEC 20000:2011.
With the update of the ISO 20000 standard, new requirements have been introduced.
- What is new in ISO 20000:2018?
- What are the key differences between the latest edition of ISO 20000-1:2018 and the previous 2011 version?
Video: The YaSM RACI matrix
A RACI matrix ("responsibility assignment matrix") describes the participation by various roles in completing tasks or deliverables for business processes. RACI models are especially useful in clarifying roles and responsibilities in cross-functional processes. RACI models are especially useful in clarifying roles and responsibilities in cross-functional processes.
The video shows how to use the responsibility matrix included in the YaSM® Process Map:
New video: Enterprise service management
In this video Stefan Kempter explores the roots of enterprise service management in IT service management (ITSM) and explains what it's all about.
And he shows how the YaSM framework helps you with introducing the enterprise service management approach in your organization.
Video series: The simple principles of good service management
Today, some 20 or 30 years after the beginnings of service management best practice, we go back to basics again and start a new series of videos about the simple principles in service management - and how to apply them in real life:
- Part 1: The customer is king
- Part 2: Vaguely defined services can't be managed
- Part 3: If you stop improving, you will fall behind
- Part 4: Don't leave customer support to luck
- Part 5: Without a strategy, you cannot take the long view
There have always been a number of time-tested, simple principles in service management that we must get right in order to become successful providers of services. In our videos we explain how you can bring these principles to bear in your organization.
What is enterprise service management?
Enterprise service management (ESM) is a growing trend in the service industry but it's not a new invention. In fact, we've been using the ideas behind ESM for decades, but mainly in the field of IT services.
If you would like to learn more about the history of enterprise service management and what it is about, head over to the following page:
Launch of the free YaSM Wiki
We have been running an ITIL®-Wiki in three languages for many years and received a lot of positive feedback. So setting up the YaSM Wiki was a natural thing to do once YaSM was ready to be launched.
- Read the article: Launch of the YaSM Wiki on 1st August 2014.
YaSM news
Service management explained: Here we share articles and news about YaSM, streamlined service management, ITSM, process templates and the YaSM service management wiki.
- Read the article: Why 'Yet another Service Management Model'?
Notes
Trademarks:
[1] YaSM® is a registered trade mark of IT Process Maps GbR.
[2] ITIL® and IT Infrastructure Library® are registered trade marks of AXELOS Limited.
By: Andrea Kempter 
and Stefan Kempter , IT Process Maps.
