YaSM and ITIL: Difference between revisions
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There is no defined set of ITIL 4 processes and to work out ITIL 4-aligned processes, based on the ITIL 4 practices, users must apply their own judgement. | There is no defined set of ITIL 4 processes and to work out ITIL 4-aligned processes, based on the ITIL 4 practices, users must apply their own judgement. | ||
Not every ITIL 4 practice can be translated into a process (some describe management techniques and principles rather than activities). | Not every ITIL 4 practice can be translated into a process (some describe management techniques and principles rather than activities). But a [[ITIL 4 vs ITIL V3|comparison between ITIL 4 and ITIL V3]] shows that most of the ITIL 4 practices can be traced back to ITIL V3 processes. For example, the ITIL 4 practice of incident management clearly corresponds to the familiar incident management process. | ||
It is therefore not wrong to argue that [[#ITIL_4_practices_and_YaSM_processes|ITIL 4 includes guidance for processes]], and providing templates for ITIL 4 processes is quite feasible. | |||
<html><blockquote>What is more, ITIL 4 is not prescriptive and in favor of "keeping things simple and practical".</blockquote></html> | |||
This presents an opportunity for a fresh start with a less complex, streamlined and well-defined set of ITIL 4 process templates, as provided in the YaSM model. These templates can be easily adapted to create tailor-made processes, in line with the needs of specific organizations. | |||
<p> </p> | |||
<html><a href="https://yasm.com/en/videos/yasm-itil" ><img src="https://yasm.com/en/content/videos/yasm-itil/yasm-itil-video.jpg" width="482" height="272" class="thumbimage" alt="Video: Service management processes for ITIL 4. - The YaSM process model describes exemplary service management processes that follow the ITIL 4 guidance." title="Start the video: Service management processes for ITIL 4" style="display: block; float: right; margin-left: 30px; margin-bottom: 10px; margin-right: 5px" /></a> | |||
<p style="margin-top: 0;">In this video Stefan Kempter presents a pragmatic approach to defining the service management processes for your organization:</p> | |||
<ul style="margin-top: 17px;list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 15px;"> | |||
<li>"<a href="https://yasm.com/en/videos/yasm-itil">Service management processes for ITIL 4</a>" (9:04 min.)</li></ul> | |||
<br style="clear:both;"/></html> | |||
<p> </p> | <p> </p> | ||
==Processes and value streams in ITIL 4== | ==Processes and value streams in ITIL 4== | ||
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|Governance | |Governance | ||
| | | | ||
* The governance component of the ITIL service value system is about directing and controlling the organization. | * The governance component of the ITIL service value system is about directing and controlling the organization. | ||
* The YaSM processes include a number of activities that are concerned with governance, such as establishing policies, performing reviews at different organizational levels, defining the service strategy and monitoring performance. | * The YaSM processes include a number of activities that are concerned with governance, such as establishing policies, performing reviews at different organizational levels, defining the service strategy and monitoring performance. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
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* Architecture domains include services, processes, capabilities, information and data, technology, etc. | * Architecture domains include services, processes, capabilities, information and data, technology, etc. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Continual improvement | |<span id="ITIL-4-Continual-improvement">Continual improvement</span> | ||
| | | | ||
* [[LP5: Improve the services]] | * [[LP5: Improve the services]] | ||
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* ITIL 4 advises that organizations use a continual improvement register (CRI) to manage their improvement ideas. In the YaSM model, improvement ideas are managed through the service and process improvement plans. | * ITIL 4 advises that organizations use a continual improvement register (CRI) to manage their improvement ideas. In the YaSM model, improvement ideas are managed through the service and process improvement plans. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Information security management | |<span id="ITIL-4-Information-security-management">Information security management</span> | ||
| | | | ||
* [[SP7: Ensure security]] | * [[SP7: Ensure security]] | ||
| | | | ||
* | * The ITIL 4 practice of 'information security management' corresponds with the YaSM security management process SP7. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Knowledge management | |Knowledge management | ||
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* For example, the incident management process maintains a knowledge base to support the resolution of service incidents. | * For example, the incident management process maintains a knowledge base to support the resolution of service incidents. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Measurement and reporting | |<span id="ITIL-4-Measurement-and-reporting">Measurement and reporting</span> | ||
| | | | ||
* [[LP4: Operate the services]] | * [[LP4: Operate the services]] | ||
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* OCM can be applied in many situations, whenever the organization needs to change its processes, behaviors, culture, etc. | * OCM can be applied in many situations, whenever the organization needs to change its processes, behaviors, culture, etc. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Portfolio management | |<span id="ITIL-4-Portfolio-management">Portfolio management</span> | ||
| | | | ||
* [[LP1: Set the strategic direction]] | * [[LP1: Set the strategic direction]] | ||
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* Major decisions about these portfolios are taken at the strategic level. For example, the strategic process in YaSM is responsible for determining the right mix of services to be offered to customers. | * Major decisions about these portfolios are taken at the strategic level. For example, the strategic process in YaSM is responsible for determining the right mix of services to be offered to customers. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Project management | |<span id="ITIL-4-Project-management">Project management</span> | ||
| | | | ||
* [[SP6: Manage projects]] | * [[SP6: Manage projects]] | ||
| | | | ||
* | * The ITIL 4 practice of 'project management' corresponds with the YaSM project management process SP6. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Relationship management | |<span id="ITIL-4-Relationship-management">Relationship management</span> | ||
| | | | ||
* [[SP3: Manage customer relationships]] | * [[SP3: Manage customer relationships]] | ||
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* The relationship management practice in ITIL 4 is broader in scope and refers to relationships with all stakeholders of the organization, including customers. | * The relationship management practice in ITIL 4 is broader in scope and refers to relationships with all stakeholders of the organization, including customers. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Risk management | |<span id="ITIL-4-Risk-management">Risk management</span> | ||
| | | | ||
* [[LP1: Set the strategic direction]] | * [[LP1: Set the strategic direction]] | ||
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** Continuity management deals with risks from major events and disasters. | ** Continuity management deals with risks from major events and disasters. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Service financial management | |<span id="ITIL-4-Service-financial-management">Service financial management</span> | ||
| | | | ||
* [[SP12: Manage service financials]] | * [[SP12: Manage service financials]] | ||
| | | | ||
* | * The ITIL 4 practice of 'service financial management' corresponds with the YaSM financial management process SP12. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Strategy management | |<span id="ITIL-4-Strategy-management">Strategy management</span> | ||
| | | | ||
* [[LP1: Set the strategic direction]] | * [[LP1: Set the strategic direction]] | ||
| | | | ||
* | * The ITIL 4 practice of 'Strategy Management' corresponds with the YaSM service strategy process LP1. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Supplier management | |<span id="ITIL-4-Supplier-management">Supplier management</span> | ||
| | | | ||
* [[SP11: Manage suppliers]] | * [[SP11: Manage suppliers]] | ||
| | | | ||
* | * The ITIL 4 practice of 'supplier management' corresponds with the YaSM supplier management process SP11. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Workforce and talent management | |<span id="ITIL-4-Workforce-and-talent-management">Workforce and talent management</span> | ||
| | | | ||
* [[SP10: Manage human resources]] | * [[SP10: Manage human resources]] | ||
| | | | ||
* | * The ITIL 4 practice of 'workforce and talent management' corresponds with the YaSM human resources management process SP10. | ||
|} | |} | ||
<p> </p> | <p> </p> | ||
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* Some of these techniques are applied in the YaSM processes, for instance as service requirements are defined in the service design process. | * Some of these techniques are applied in the YaSM processes, for instance as service requirements are defined in the service design process. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|<span id="Capacity-and-performance-management">Capacity and performance management</span> | |<span id="ITIL-4-Capacity-and-performance-management">Capacity and performance management</span> | ||
| | | | ||
* (Various YaSM processes) | * (Various YaSM processes) | ||
| | | | ||
* YaSM does not contain a specific capacity management process but treats service capacity and performance as aspects to be managed through the service lifecycle processes. | * <span id="Capacity-and-performance-management">YaSM does not contain a specific capacity management process but treats service capacity and performance as aspects to be managed through the service lifecycle processes.</span> | ||
* Capacity and performance requirements are defined during the service design stage, and services are then built with those requirements in mind. The operating process will be responsible for measuring capacity and performance levels, which allows the service improvement process to take action if capacity must be adjusted or performance improved. | * Capacity and performance requirements are defined during the service design stage, and services are then built with those requirements in mind. The operating process will be responsible for measuring capacity and performance levels, which allows the service improvement process to take action if capacity must be adjusted or performance improved. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Change control | |<span id="ITIL-4-Change-enablement">Change control</span> | ||
| | | | ||
* [[SP5: Assess and coordinate changes]] | * [[SP5: Assess and coordinate changes]] | ||
| | | | ||
* | * The ITIL 4 practice of 'change control' corresponds with the YaSM change management process SP5. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Incident management | |<span id="ITIL-4-Incident-management">Incident management</span> | ||
| | | | ||
* [[LP4.6: Resolve incidents and service requests]] | * [[LP4.6: Resolve incidents and service requests]] | ||
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* YaSM takes the view that the management of incidents and service requests are very similar in nature. There is thus one process in YaSM to handle incidents as well as service requests. | * YaSM takes the view that the management of incidents and service requests are very similar in nature. There is thus one process in YaSM to handle incidents as well as service requests. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|IT asset management | |<span id="ITIL-4-IT-asset-management">IT asset management</span> | ||
| | | | ||
* [[SP4: Manage configuration information]] | * [[SP4: Manage configuration information]] | ||
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* YaSM does not describe financial asset management in detail. | * YaSM does not describe financial asset management in detail. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Monitoring and event management | |<span id="ITIL-4-Monitoring-and-event-management">Monitoring and event management</span> | ||
| | | | ||
* [[LP4:_Operate_the_services#LP4.3|LP4.3: Monitor the services]] | * [[LP4:_Operate_the_services#LP4.3|LP4.3: Monitor the services]] | ||
| | | | ||
* | * The ITIL 4 practice of 'monitoring and event management' corresponds with the YaSM service monitoring process LP4.3. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Problem management | |<span id="ITIL-4-Problem-management">Problem management</span> | ||
| | | | ||
* [[LP4.7: Resolve problems]] | * [[LP4.7: Resolve problems]] | ||
| | | | ||
* | * The ITIL 4 practice of 'problem management' corresponds with the YaSM problem management process LP4.7. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Release management | |<span id="ITIL-4-Release-management">Release management</span> | ||
| | | | ||
* [[LP3: Build new or changed services]] | * [[LP3: Build new or changed services]] | ||
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* Smaller, incremental changes to services (as in Agile/DevOps environments) are typically managed through the service improvement process. | * Smaller, incremental changes to services (as in Agile/DevOps environments) are typically managed through the service improvement process. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Service catalogue management | |<span id="ITIL-4-Service-catalogue-management">Service catalogue management</span> | ||
| | | | ||
* [[SP2: Maintain the service portfolio]] | * [[SP2: Maintain the service portfolio]] | ||
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* The YaSM process for maintaining the service portfolio contains activities for publishing service catalogs and keeping them consistent and up to date, in line with updates to the service portfolio. | * The YaSM process for maintaining the service portfolio contains activities for publishing service catalogs and keeping them consistent and up to date, in line with updates to the service portfolio. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Service configuration management | |<span id="ITIL-4-Service-configuration-management">Service configuration management</span> | ||
| | | | ||
* [[SP4: Manage configuration information]] | * [[SP4: Manage configuration information]] | ||
| | | | ||
* | * The ITIL 4 practice of 'service configuration management' corresponds with the YaSM configuration management process SP4. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Service continuity management | |<span id="ITIL-4-Service-continuity-management">Service continuity management</span> | ||
| | | | ||
* [[SP8: Prepare for disaster events]] | * [[SP8: Prepare for disaster events]] | ||
| | | | ||
* | * The ITIL 4 practice of 'service continuity management' corresponds with the YaSM disaster prevention process SP8 (service continuity management). | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Service design | |<span id="ITIL-4-Service-design">Service design</span> | ||
| | | | ||
* [[LP2: Design new or changed services]] | * [[LP2: Design new or changed services]] | ||
| | | | ||
* | * The ITIL 4 practice of 'service design' corresponds with the YaSM service design process LP2. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Service desk | |<span id="ITIL-4-Service-desk">Service desk</span> | ||
| | | | ||
* [[LP4.6: Resolve incidents and service requests]] | * [[LP4.6: Resolve incidents and service requests]] | ||
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* The required service levels - as well as the required service outcomes - are defined in the service design stage, based on the needs of the customers. Monitoring and reporting of service levels is the responsibility of service operation. The service improvement process will review the achieved service levels against the committed levels and initiate corrective action if required. | * The required service levels - as well as the required service outcomes - are defined in the service design stage, based on the needs of the customers. Monitoring and reporting of service levels is the responsibility of service operation. The service improvement process will review the achieved service levels against the committed levels and initiate corrective action if required. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Service request management | |<span id="ITIL-4-Service-request-management">Service request management</span> | ||
| | | | ||
* [[LP4.6: Resolve incidents and service requests]] | * [[LP4.6: Resolve incidents and service requests]] | ||
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* YaSM takes the view that the management of incidents and service requests are very similar in nature. There is thus one process in YaSM to handle incidents as well as service requests. | * YaSM takes the view that the management of incidents and service requests are very similar in nature. There is thus one process in YaSM to handle incidents as well as service requests. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Service validation and testing | |<span id="ITIL-4-Service-validation-and-testing">Service validation and testing</span> | ||
| | | | ||
* [[LP3: Build new or changed services]] | * [[LP3: Build new or changed services]] |
Revision as of 15:44, 4 November 2019
Comparison: YaSM and ITIL® (ITIL 4)
Part of: YaSM vs. other service management frameworks and standards
YaSM® [1] and ITIL® [2] have common roots and share the same principles, so users familiar with ITIL will find the YaSM model and the YaSM service management processes easy to read.
This page provides a detailed account of how the YaSM service management model relates to the latest edition of ITIL 4. If your organization uses ITIL V3, there is another page with a comparison between YaSM and ITIL V3 (ITIL 2011).
ITIL® has a history of some 30 years. It has gone through several revisions and has grown into a large and sophisticated framework that many find difficult to understand.
- Where ITIL V2 defined only 10 processes for service support and service delivery,
- ITIL V3 specified 26 processes organized around the service lifecycle,
- and ITIL 4 describes a service value system including 34 service management practices.
Against this backdrop, many organizations that wish to adopt ITIL best practices are wondering where to begin. Ultimately, service providers will need to define tailor-made processes that work for the organization, and YaSM provides an alternative to ITIL that makes this task easier:
The YaSM model and ITIL
The YaSM model describes a set of streamlined service management processes, with a clear-cut structure.
This does not mean that YaSM is simplistic: Every ITIL process or practice serves a purpose, and YaSM does not merely omit some processes, as various approaches for 'light' or 'lean' ITIL would advocate. Rather, YaSM is less complex and easier to read because it introduces a simple and intuitive process structure.
The YaSM process model follows the principles behind ITIL - and also the guidance provided in other service management frameworks and approaches, such as COBIT®, SIAM® and VeriSM™. What is more, the YaSM processes are 100% compatible with the requirements of ISO 20000, the international standard for service management.
Note: YaSM® is an independent service management model and is not officially endorsed by the owners of ITIL®.
ITIL 4 processes and ITIL 4 process templates?
Earlier versions of ITIL were organized around service management processes, but ITIL 4 describes a service value system and service management practices that do not specifically relate to processes.
Technically speaking, there are thus no "ITIL 4 processes" - but to apply the ITIL 4 guidance in practice organizations surely need to define suitable processes. (The authors of ITIL 4 state that defined processes "ensure the organization is enabling value creation for all stakeholders efficiently and effectively".)
So the question arises: Can a service management process model like YaSM define ITIL® 4 processes, and is it possible to provide ITIL 4 process templates?
The answer is yes, although translating ITIL 4 into process templates is not as straightforward as it is with ITIL V3 (see fig. 2).
There is no defined set of ITIL 4 processes and to work out ITIL 4-aligned processes, based on the ITIL 4 practices, users must apply their own judgement.
Not every ITIL 4 practice can be translated into a process (some describe management techniques and principles rather than activities). But a comparison between ITIL 4 and ITIL V3 shows that most of the ITIL 4 practices can be traced back to ITIL V3 processes. For example, the ITIL 4 practice of incident management clearly corresponds to the familiar incident management process.
It is therefore not wrong to argue that ITIL 4 includes guidance for processes, and providing templates for ITIL 4 processes is quite feasible.
What is more, ITIL 4 is not prescriptive and in favor of "keeping things simple and practical".
This presents an opportunity for a fresh start with a less complex, streamlined and well-defined set of ITIL 4 process templates, as provided in the YaSM model. These templates can be easily adapted to create tailor-made processes, in line with the needs of specific organizations.
In this video Stefan Kempter presents a pragmatic approach to defining the service management processes for your organization:
- "Service management processes for ITIL 4" (9:04 min.)
Processes and value streams in ITIL 4
In the four dimensions model, ITIL 4 relates to "value streams and processes", and organizations are advised to identify their processes and value streams. But there is often confusion around the two concepts because they are somewhat similar: Both describe sequences of activities and both create value. So should organizations focus on processes or value streams?
In practice, most organizations will use processes as well as value streams:
Processes represent the organization's operating model, and properly defined processes are important because they ensure, among others, that
- Employees and other stakeholders are aware of their responsibilities and accountabilities
- Repeated tasks are carried out consistently and efficiently
- Rules and compliance requirements are observed.
Typical examples for service management processes are service portfolio management, incident management, change management, etc.
Processes are often documented in a process model, for which the YaSM Process Map provides an example and a complete set of service management process templates.
Value streams are somewhat similar to processes, but their purpose is different: Value streams are mostly representations of the steps required to deliver a service to a customer. They show "end-to-end" views and typically start with a customer need and end with that need being fulfilled. Value streams are often included in service definitions to describe how value is created and how users interact with the service.
An example of a value stream could be the sequence of steps required for the onboarding of new customers to a specific service.
ITIL 4 components and YaSM
The following table provides an overview of the ITIL 4 components versus processes and content from the YaSM service management model.
ITIL 4 Components[3] | Related YaSM processes and content |
---|---|
ITIL 4 key concepts | |
Key concepts of service management |
|
ITIL 4 four dimensions model | |
The four dimensions of service management |
|
The ITIL 4 service value system (SVS) | |
Service value system overview |
|
ITIL guiding principles |
|
Governance |
|
ITIL service value chain |
|
Continual improvement |
|
ITIL 4 practices |
|
ITIL 4 practices and YaSM processes
ITIL 4 describes 34 management practices as "organizational resources designed for performing work or accomplishing an objective".
Some of these ITIL 4 practices (vgl. Abb. 3) are general management practices or methods adopted from technology management, but most of them correspond to the processes known from the previous edition of ITIL V3 and other service management frameworks.
As YaSM was designed to be aligned with ITIL, there is generally good alignment between the ITIL 4 practices and the YaSM service management processes, as described in the following tables:
- ITIL 4 general management practices and related YaSM processes
- ITIL 4 service management practices and related YaSM processes
- ITIL 4 technical management practices and related YaSM processes
The YaSM model is thus a good starting point for defining ITIL 4 processes.
Remarks:
- The management practices in this table are based on ITIL 4 Foundation, published in February 2019.
- If your organization uses ITIL V3, there is another page with a comparison between YaSM and ITIL V3 (ITIL 2011).
ITIL 4 management practices[4] | Related YaSM processes | Comparison: YaSM service management and ITIL 4 |
---|---|---|
Architecture management |
|
|
Continual improvement |
| |
Information security management |
| |
Knowledge management |
|
|
Measurement and reporting |
| |
Organizational change management |
|
|
Portfolio management |
| |
Project management |
| |
Relationship management |
| |
Risk management |
| |
Service financial management |
| |
Strategy management |
| |
Supplier management |
| |
Workforce and talent management |
|
ITIL 4 management practices[4] | Related YaSM processes | Comparison: YaSM service management and ITIL 4 |
---|---|---|
Availability management |
|
|
Business analysis |
|
|
Capacity and performance management |
|
|
Change control |
| |
Incident management |
| |
IT asset management |
| |
Monitoring and event management |
| |
Problem management |
| |
Release management |
| |
Service catalogue management |
| |
Service configuration management |
| |
Service continuity management |
| |
Service design |
| |
Service desk |
| |
Service level management |
|
|
Service request management |
| |
Service validation and testing |
|
ITIL 4 management practices[4] | Related YaSM processes | Comparison: YaSM service management and ITIL 4 |
---|---|---|
Deployment management |
|
|
Infrastructure and platform management |
|
|
Software development and management |
|
|
Related articles
YaSM - an alternative to ITIL®?
by: Stefan Kempter
Once in a while I get asked during our webinars if YaSM is an alternative to ITIL. It almost seems quite a few people would like to avoid having to deal with ITIL - but is it a good idea to ignore it? [...]
Is YaSM 'ITIL lite' or 'lean ITIL'?
by: Stefan Kempter
YaSM is definitely lighter than ITIL (actually we decided to create YaSM because many of our customers looked for something lighter). But we don't want YaSM to be confused with what is often called "ITIL lite" or "lean ITIL" because we think the existing approaches are often flawed: [...]
Initiative by AXELOS: ITIL® for non-IT service providers
by: Stefan Kempter
AXELOS announced an initiative to promote the usage of ITIL® in non-IT environments: Their aim is provide additional guidance, so that non-IT service providers are better able to benefit from ITIL. [...]
References
- [AXELOS, 2019]. -- AXELOS: ITIL® Foundation, ITIL 4 Edition. - The Stationery Office; Norwich, UK, February 2019.
External links
- [IT Process Wiki]. -- S. Kempter & Kempter, A.: "IT Process Wiki". -- The Wiki about the IT Infrastructure Library ITIL® (ITIL 4, ITIL 2011, ITIL V3 & V2), ISO 20000 and IT Service Management (ITSM). - IT Process Maps; Lindau (Bodensee), Germany.
- [IT Process Wiki - ITIL Processes]. -- S. Kempter: IT Process Wiki, "ITIL Processes". - IT Process Maps; Lindau (Bodensee), Germany.
Notes
[1] YaSM stands for "Yet another Service Management Model". YaSM® is a registered trademark of IT Process Maps GbR.
[2] ITIL® is a registered trademark of AXELOS Limited. - IT Infrastructure Library® is a registered trademark of AXELOS Limited. ITIL official site: axelos.com/best-practice-solutions/itil
[3] The ITIL guidance referenced in this table is based on ITIL 4 Foundation, published in February 2019.
[4] The management practices in this table are based on ITIL 4 Foundation, published in February 2019.
Is based on: The YaSM Process Map - Document: "YaSM and ITIL®"
By: Stefan Kempter and Andrea Kempter , IT Process Maps.
The YaSM model and ITIL › ITIL 4 processes and ITIL 4 process templates? › ITIL 4 components and YaSM › ITIL 4 practices and YaSM processes