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What is YaSM

• Enterprise Service Management (ESM) and YaSM

YaSM Processes

YaSM 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

YaSM Supporting Service Management 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 Process Metrics

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

YaSM Implementation

• YaSM Implementation with Process Templates
• YaSM Project Guide in 5 Steps
  • YaSM Project - Service Structure
  • YaSM Project - Process Evaluation
  • YaSM Project - Service Management Process Structure
  • YaSM Project - Service Management Process Design
  • YaSM Project - Process Implementation

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 Frameworks

• YaSM and ITIL
• YaSM and COBIT
• YaSM and CMMI for Services (CMMI-SVC)
• YaSM and USMBOK