YaSM and ISO 20000: Difference between revisions
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<html | <html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/YaSM_und_ISO_20000"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="140" height="36" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/> | ||
<p> </p> | <p> </p> | ||
<p><b>Comparison:</b> YaSM and ISO 20000 (ISO/IEC 20000:2018)</p> | <p><b>Comparison:</b> YaSM and ISO 20000 (ISO/IEC 20000:2018)</p> | ||
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<p> </p> | <p> </p> | ||
<p>A detailed cross-reference between the YaSM service management processes and every single ISO 20000 requirement is available in the form of the <a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="YaSM - ISO 20000 Bridge">YaSM - ISO 20000 Bridge</a>, an additional component to the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p> | <p>A detailed cross-reference between the YaSM service management processes and every single ISO 20000 requirement is available in the form of the <a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="YaSM - ISO 20000 Bridge">YaSM - ISO 20000 Bridge</a>, an additional component to the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p> | ||
<p><a href="https://yasm.com/en/products/yasm-iso-20000-bridge"><img src="https://yasm.com/en/content/videos/yasm-iso-20000-bridge/yasm-iso-20000-processes-video.jpg" width="422" height="238" class="thumbimage" alt="Video: YaSM and ISO 20000. - The YaSM process model is perfectly aligned with ISO 20000 (ISO/IEC 20000:2018). The process diagrams and document templates contained in the YaSM model make the task of designing ISO 20000 compliant processes for your organization manageable." title="Watch the video: YaSM Service-Management and ISO 20000" style="display: block; float: right; margin-right: 0px; margin-bottom: 10px; margin-top: 10px; margin-left: 30px" /></a> | <p><a href="https://yasm.com/en/products/yasm-iso-20000-bridge"><img src="https://yasm.com/en/content/videos/yasm-iso-20000-bridge/yasm-iso-20000-processes-video.jpg" width="422" height="238" class="thumbimage" alt="Video: YaSM and ISO 20000. - The YaSM process model is perfectly aligned with ISO 20000 (ISO/IEC 20000:2018). The process diagrams and document templates contained in the YaSM model make the task of designing ISO 20000 compliant processes for your organization manageable." title="Watch the video: YaSM Service-Management and ISO 20000" style="display: block; float: right; margin-right: 0px; margin-bottom: 10px; margin-top: 10px; margin-left: 30px" /></a> | ||
<p style="margin-top: | <p style="margin-top: 0px; word-wrap:normal;">The ISO 20000 Bridge makes the task of designing ISO 20000 compliant processes for your organization manageable.</p> | ||
<p>Watch the video: "<a href="https://yasm.com/de/videos/einfuehrung-yasm">YaSM und ISO 20000</a>" (6:15 min.) | <p>Watch the video: "<a href="https://yasm.com/de/videos/einfuehrung-yasm">YaSM und ISO 20000</a>" (6:15 min.) | ||
<br style="clear:both;"/></p></html> | <br style="clear:both;"/></p></html> | ||
<p> </p> | <p> </p> | ||
==Context of the organization== | ===Context of the organization=== | ||
---- | |||
{| class="wikitable" style="background: white;" | {| class="wikitable" style="background: white;" | ||
|+style="background:#379988; color:#ffffff; font-size: 110%" colspan=" | |+style="background:#379988; color:#ffffff; font-size: 110%" colspan="2"|Processes for ISO/IEC 20000 section 4: 'Context of the organization' | ||
|- | |- | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
!style="background:#eeeeee; font-size: 100%; width: | !style="background:#eeeeee; font-size: 100%; width:30%"|Related service mgmt. processes | ||
!style="background:#eeeeee; font-size: 100%; width:70%"|Notes | |||
!style="background:#eeeeee; font-size: 100%; width: | |||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
| | | | ||
*[[SP1: Set up and maintain the service management system]] | *[[SP1: Set up and maintain the service management system|SP1: Set up and maintain the service mgmt. system]] | ||
| | | | ||
* The main service management policy contains a section that lists the relevant factors affecting the organization, including their impacts and approach for addressing these factors. | * The main service management policy contains a section that lists the relevant factors affecting the organization, including their impacts and approach for addressing these factors. | ||
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|} | |} | ||
===Leadership=== | |||
---- | |||
==Leadership== | |||
{| class="wikitable" style="background: white;" | {| class="wikitable" style="background: white;" | ||
|+style="background:#379988; color:#ffffff; font-size: 110%" colspan=" | |+style="background:#379988; color:#ffffff; font-size: 110%" colspan="2"|Processes for ISO/IEC 20000 section 5: 'Leadership' | ||
|- | |- | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
!style="background:#eeeeee; font-size: 100%; width: | !style="background:#eeeeee; font-size: 100%; width:30%"|Related service mgmt. processes | ||
!style="background:#eeeeee; font-size: 100%; width:70%"|Notes | |||
!style="background:#eeeeee; font-size: 100%; width: | |||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
| | | | ||
*[[LP1: Set the strategic direction]] | *[[LP1: Set the strategic direction]] | ||
*[[LP2: Design new or changed services]] | *[[LP2: Design new or changed services]] | ||
*[[LP5: Improve the services]] | *[[LP5: Improve the services]] | ||
*[[SP1: Set up and maintain the service management system]] | *[[SP1: Set up and maintain the service management system|SP1: Set up and maintain the service mgmt. system]] | ||
*[[SP10: Manage human resources]] | *[[SP10: Manage human resources]] | ||
*[[SP11: Manage suppliers]] | *[[SP11: Manage suppliers]] | ||
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|} | |} | ||
===Planning=== | |||
---- | |||
==Planning== | |||
{| class="wikitable" style="background: white;" | {| class="wikitable" style="background: white;" | ||
|+style="background:#379988; color:#ffffff; font-size: 110%" colspan=" | |+style="background:#379988; color:#ffffff; font-size: 110%" colspan="2"|Processes for ISO/IEC 20000 section 6: 'Planning' | ||
|- | |- | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
!style="background:#eeeeee; font-size: 100%; width: | !style="background:#eeeeee; font-size: 100%; width:30%"|Related service mgmt. processes | ||
!style="background:#eeeeee; font-size: 100%; width:70%"|Notes | |||
!style="background:#eeeeee; font-size: 100%; width: | |||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
| | | | ||
*[[LP1: Set the strategic direction]] | *[[LP1: Set the strategic direction]] | ||
*[[LP5: Improve the services]] | *[[LP5: Improve the services]] | ||
*[[SP1: Set up and maintain the service management system]] | *[[SP1: Set up and maintain the service management system|SP1: Set up and maintain the service mgmt. system]] | ||
*[[SP6: Manage projects]] | *[[SP6: Manage projects]] | ||
*[[SP10: Manage human resources]] | *[[SP10: Manage human resources]] | ||
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|} | |} | ||
===Support of the SMS=== | |||
---- | |||
==Support of the SMS== | |||
{| class="wikitable" style="background: white;" | {| class="wikitable" style="background: white;" | ||
|+style="background:#379988; color:#ffffff; font-size: 110%" colspan=" | |+style="background:#379988; color:#ffffff; font-size: 110%" colspan="2"|Processes for ISO/IEC 20000 section 7: 'Support of the service management system' | ||
|- | |- | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
!style="background:#eeeeee; font-size: 100%; width: | !style="background:#eeeeee; font-size: 100%; width:30%"|Related service mgmt. processes | ||
!style="background:#eeeeee; font-size: 100%; width:70%"|Notes | |||
!style="background:#eeeeee; font-size: 100%; width: | |||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
| | | | ||
*[[LP1: Set the strategic direction]] | *[[LP1: Set the strategic direction]] | ||
*[[LP5: Improve the services]] | *[[LP5: Improve the services]] | ||
*[[SP1: Set up and maintain the service management system]] | *[[SP1: Set up and maintain the service management system|SP1: Set up and maintain the service mgmt. system]] | ||
*[[SP2: Maintain the service portfolio]] | *[[SP2: Maintain the service portfolio]] | ||
*[[SP10: Manage human resources]] | *[[SP10: Manage human resources]] | ||
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|} | |} | ||
===Operation of the SMS=== | |||
---- | |||
==Operation of the SMS== | |||
{| class="wikitable" style="background: white;" | {| class="wikitable" style="background: white;" | ||
|+style="background:#379988; color:#ffffff; font-size: 110%" colspan=" | |+style="background:#379988; color:#ffffff; font-size: 110%" colspan="2"|Processes for ISO/IEC 20000 section 8: 'Operation of the service management system' | ||
|- | |- | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
!style="background:#eeeeee; font-size: 100%; width: | !style="background:#eeeeee; font-size: 100%; width:30%"|Related service mgmt. processes | ||
!style="background:#eeeeee; font-size: 100%; width: | !style="background:#eeeeee; font-size: 100%; width:70%"|Notes | ||
|-style="vertical-align:top" | |||
|colspan="2"|'''<span style="color:#379988;"><span id="Operational-planning-and-control">8.1 Operational planning and control</span></span>''' | |||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
| | | | ||
*[[SP1: Set up and maintain the service management system]] | *[[SP1: Set up and maintain the service management system|SP1: Set up and maintain the service mgmt. system]] | ||
*[[SP5: Assess and coordinate changes]] | *[[SP5: Assess and coordinate changes|SP5: Assess and coordinate changes]] | ||
*[[SP11: Manage suppliers]] | *[[SP11: Manage suppliers]] | ||
| | | | ||
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* Outsourced services and processes are controlled via the supplier management process. This includes specifying requirements for service suppliers in line with the SMS requirements. | * Outsourced services and processes are controlled via the supplier management process. This includes specifying requirements for service suppliers in line with the SMS requirements. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|<span id="Service-portfolio">8.2 Service portfolio</span> | |colspan="2"|'''<span style="color:#379988;"><span id="Service-portfolio">8.2 Service portfolio</span></span>''' | ||
|-style="vertical-align:top" | |||
| | | | ||
*[[LP1: Set the strategic direction]] | *[[LP1: Set the strategic direction]] | ||
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*[[LP5: Improve the services]] | *[[LP5: Improve the services]] | ||
*[[SP2: Maintain the service portfolio]] | *[[SP2: Maintain the service portfolio]] | ||
*[[SP3: Manage customer relationships]] | *[[SP3: Manage customer relationships|SP3: Manage customer relation­ships]] | ||
*[[SP4: Manage configuration information]] | *[[SP4: Manage configuration information|SP4: Manage config. infor­mation]] | ||
| | | | ||
* Descriptions of the services, their purpose and the intended outcomes are contained in the service portfolio and the service definitions. | * Descriptions of the services, their purpose and the intended outcomes are contained in the service portfolio and the service definitions. | ||
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* The attributes to be recorded for each CI are specified in the configuration model. | * The attributes to be recorded for each CI are specified in the configuration model. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|<span id="Relationship-and-agreement">8.3 Relationship and agreement</span> | |colspan="2"|'''<span style="color:#379988;"><span id="Relationship-and-agreement">8.3 Relationship and agreement</span></span>''' | ||
|-style="vertical-align:top" | |||
| | | | ||
*[[LP2: Design new or changed services]] | *[[LP2: Design new or changed services]] | ||
*[[LP4: Operate the services]] | *[[LP4: Operate the services]] | ||
*[[LP5: Improve the services]] | *[[LP5: Improve the services]] | ||
*[[SP3: Manage customer relationships]] | *[[SP3: Manage customer relationships|SP3: Manage customer relation­ships]] | ||
*[[SP11: Manage suppliers]] | *[[SP11: Manage suppliers]] | ||
| | | | ||
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* External service agreements and associated service definitions specify the properties of the services to be delivered, as well as the obligations and responsibilities of the contractual parties. | * External service agreements and associated service definitions specify the properties of the services to be delivered, as well as the obligations and responsibilities of the contractual parties. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|<span id="Supply-and-demand">8.4 Supply and demand</span> | |colspan="2"|'''<span style="color:#379988;"><span id="Supply-and-demand">8.4 Supply and demand</span></span>''' | ||
|-style="vertical-align:top" | |||
| | | | ||
*[[LP2: Design new or changed services]] | *[[LP2: Design new or changed services]] | ||
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* If performance needs to be improved, improvement initiatives can be managed through the service improvement plan. | * If performance needs to be improved, improvement initiatives can be managed through the service improvement plan. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|<span id="Service-design-build-and-transition">8.5 Service design, build and transition</span> | |colspan="2"|'''<span style="color:#379988;"><span id="Service-design-build-and-transition">8.5 Service design, build and transition</span></span>''' | ||
|-style="vertical-align:top" | |||
| | | | ||
*[[LP2: Design new or changed services]] | *[[LP2: Design new or changed services]] | ||
*[[LP3: Build new or changed services]] | *[[LP3: Build new or changed services]] | ||
*[[SP5: Assess and coordinate changes]] | *[[SP5: Assess and coordinate changes|SP5: Assess and coor­dinate changes]] | ||
| | | | ||
* Items that are under the control of change management, categories of change and criteria to determine risk levels are specified in the change policy. How changes are managed is described in the process model, which includes a detailed definition of the change management process. | * Items that are under the control of change management, categories of change and criteria to determine risk levels are specified in the change policy. How changes are managed is described in the process model, which includes a detailed definition of the change management process. | ||
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* Services are built according to the specifications in the service definitions, requirements specifications and in the service implementation blueprint. The service build process includes activities to create test cases and perform tests, to verify if all service components have been deployed successfully, and to take corrective action if necessary. | * Services are built according to the specifications in the service definitions, requirements specifications and in the service implementation blueprint. The service build process includes activities to create test cases and perform tests, to verify if all service components have been deployed successfully, and to take corrective action if necessary. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|<span id="Resolution-and-fulfilment">8.6 Resolution and fulfilment</span> | |colspan="2"|'''<span style="color:#379988;"><span id="Resolution-and-fulfilment">8.6 Resolution and fulfilment</span></span>''' | ||
|-style="vertical-align:top" | |||
| | | | ||
*[[LP4.6: Resolve incidents and service requests]] | *[[LP4.6: Resolve incidents and service requests]] | ||
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* Known errors are documented in problem records with identified root causes and workarounds. | * Known errors are documented in problem records with identified root causes and workarounds. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|<span id="Service-assurance">8.7 Service assurance</span> | |colspan="2"|'''<span style="color:#379988;"><span id="Service-assurance">8.7 Service assurance</span></span>''' | ||
|-style="vertical-align:top" | |||
| | | | ||
*[[LP2: Design new or changed services]] | *[[LP2: Design new or changed services]] | ||
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|} | |} | ||
===Performance Evaluation=== | |||
---- | |||
==Performance Evaluation== | |||
{| class="wikitable" style="background: white;" | {| class="wikitable" style="background: white;" | ||
|+style="background:#379988; color:#ffffff; font-size: 110%" colspan=" | |+style="background:#379988; color:#ffffff; font-size: 110%" colspan="2"|Processes for ISO/IEC 20000 section 9: 'Performance Evaluation' | ||
|- | |- | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
!style="background:#eeeeee; font-size: 100%; width: | !style="background:#eeeeee; font-size: 100%; width:30%"|Related service mgmt. processes | ||
!style="background:#eeeeee; font-size: 100%; width:70%"|Notes | |||
!style="background:#eeeeee; font-size: 100%; width: | |||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
| | | | ||
*[[LP1: Set the strategic direction]] | *[[LP1: Set the strategic direction]] | ||
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*[[LP4: Operate the services]] | *[[LP4: Operate the services]] | ||
*[[LP5: Improve the services]] | *[[LP5: Improve the services]] | ||
*[[SP1: Set up and maintain the service management system]] | *[[SP1: Set up and maintain the service management system|SP1: Set up and maintain the service mgmt. system]] | ||
| | | | ||
* Service levels and their target values are specified during service design in the service definitions. | * Service levels and their target values are specified during service design in the service definitions. | ||
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|} | |} | ||
===Improvement=== | |||
---- | |||
==Improvement== | |||
{| class="wikitable" style="background: white;" | {| class="wikitable" style="background: white;" | ||
|+style="background:#379988; color:#ffffff; font-size: 110%" colspan=" | |+style="background:#379988; color:#ffffff; font-size: 110%" colspan="2"|Processes for ISO/IEC 20000 section 10: 'Improvement' | ||
|- | |- | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
!style="background:#eeeeee; font-size: 100%; width: | !style="background:#eeeeee; font-size: 100%; width:30%"|Related service mgmt. processes | ||
!style="background:#eeeeee; font-size: 100%; width:70%"|Notes | |||
!style="background:#eeeeee; font-size: 100%; width: | |||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
| | | | ||
*[[LP5: Improve the services]] | *[[LP5: Improve the services]] | ||
*[[SP1: Set up and maintain the service management system]] | *[[SP1: Set up and maintain the service management system|SP1: Set up and maintain the service mgmt. system]] | ||
*[[SP9: Ensure compliance]] | *[[SP9: Ensure compliance]] | ||
| | | | ||
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== Notes == | == Notes == | ||
Is based on: The [https://yasm.com/en/products/yasm-iso-20000-bridge YaSM - ISO 20000 Bridge]. | Is based on: The [https://yasm.com/en/products/yasm-iso-20000-bridge YaSM - ISO 20000 Bridge]. |
Revision as of 14:45, 29 July 2021
Comparison: YaSM and ISO 20000 (ISO/IEC 20000:2018)
Part of: YaSM vs. other service management frameworks and standards
One of the objectives when creating YaSM® was to provide a process model that is closely aligned with ISO/IEC 20000 ('ISO 20000'), the internationally acknowledged standard for service management.
Organizations often seek certification to ISO 20000 because it enables them 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.
ISO 20000 sets out "requirements for establishing, implementing, maintaining and continually improving a service management system (SMS)".
To meet these requirements, organizations typically must define and implement a set of service management processes which comply with the standard. But ISO 20000 does not prescribe specific processes, nor does it provide detailed descriptions that organizations could use as guidance.
Some more guidance can be found in the popular service management frameworks and approaches, such as ITIL®, CMMI-SVC®, COBIT®, VeriSM™, SIAM™, etc. But some of these frameworks provide only high-level descriptions of service management processes, while others are not well aligned with ISO 20000, especially regarding the requirements related to the service management system.
As a result, there is a need for detailed process descriptions that are based on established service management frameworks and concepts and, at the same time, offer better alignment with ISO 20000:
The YaSM process model provides such detailed descriptions as process templates in a graphical, easy-to-read format, including document templates for the policies and other documented information that usually needs to be prepared for the certification audit.
The YaSM service management model thus provides a solution for every ISO 20000 requirement, and implementing the YaSM processes is a straightforward approach for obtaining ISO 20000 certification.
YaSM is designed to be well aligned with ISO 20000, and there are one or several related service management processes for every section in ISO/IEC 20000:2018, Part 1 (Mandatory requirements), as exemplified in the following tables:
- Section 4: Context of the organization
- Section 5: Leadership
- Section 6: Planning
- Section 7: Support of the service management system
- Section 8: Operation of the service management system
- Section 9: Performance Evaluation
- Section 10: Improvement
Notes:
- This overview omits sections 1 to 3 of ISO 20000, part 1, as they do not contain actual requirements (sections 1 to 3 cover scope, normative references, as well as terms and definitions).
- The following tables are based on ISO/IEC 20000:2018, part 1. Learn more about the new edition of the ISO 20000 standard:
A detailed cross-reference between the YaSM service management processes and every single ISO 20000 requirement is available in the form of the YaSM - ISO 20000 Bridge, an additional component to the YaSM Process Map.
The ISO 20000 Bridge makes the task of designing ISO 20000 compliant processes for your organization manageable.
Watch the video: "YaSM und ISO 20000" (6:15 min.)
Context of the organization
Related service mgmt. processes | Notes |
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Leadership
Related service mgmt. processes | Notes |
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Planning
Related service mgmt. processes | Notes |
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Support of the SMS
Related service mgmt. processes | Notes |
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Operation of the SMS
Related service mgmt. processes | Notes |
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8.1 Operational planning and control | |
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8.2 Service portfolio | |
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8.3 Relationship and agreement | |
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8.4 Supply and demand | |
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8.5 Service design, build and transition | |
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8.6 Resolution and fulfilment | |
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8.7 Service assurance | |
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Performance Evaluation
Related service mgmt. processes | Notes |
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Improvement
Related service mgmt. processes | Notes |
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|
More about ISO 20000
- What is ISO 20000?
- Use cases: How the YaSM model supports your ISO 20000 project
- The new edition of ISO 20000:2018
- FAQ: ISO 20000 Certification
- Product page: The YaSM - ISO 20000 Bridge
References
- [ISO, 2018] International Organization for Standardization: ISO/IEC 20000-1:2018, Information technology - Service management - Part 1: Service management system requirements. - Geneva, Switzerland, September 2018.
Notes
Is based on: The YaSM - ISO 20000 Bridge.
By: Andrea Kempter and Stefan Kempter , IT Process Maps.
Closely aligned with ISO/IEC 20000 - the YaSM model › ISO 20000 requirements and related service management processes › Context of the organization › Leadership › Planning