YaSM and ITIL: Difference between revisions
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<meta property="og:description" content="Can a service management process model like YaSM define ITIL® 4 processes, and is it possible to provide ITIL 4 process templates?" /> | <meta property="og:description" content="Can a service management process model like YaSM define ITIL® 4 processes, and is it possible to provide ITIL 4 process templates?" /> | ||
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<meta itemprop="keywords" content="ITIL practices processes" /> | <meta itemprop="keywords" content="ITIL practices processes" /> | ||
<meta itemprop="keywords" content="ITIL 4 difference" /> | <meta itemprop="keywords" content="ITIL 4 difference" /> | ||
<meta itemprop="keywords" content="ITIL 4 lifecycle" /> | <meta itemprop="keywords" content="ITIL 4 lifecycle" /> | ||
<img style="margin:35px 0px 15px | <img style="margin:35px 0px 15px 20px; float:right;" srcset="https://yasm.com/wiki/en/img/yasm-frameworks/itil/480px/itil-4-practices-itil-v3-processes-comparison.jpg 480w, https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-practices-itil-v3-processes-comparison.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-practices-itil-v3-processes-comparison.jpg" width="480" height="360" title="Fig. 1: ITIL 4 practices and ITIL V3 processes" alt="ITIL 4 practices and ITIL 3 processes. 34 management practices from ITIL 4 vs. 26 service lifecycle processes from ITIL V3 (ITIL 2011)." /></a> | ||
<div class="thumbcaption" style="margin:5px 0px 20px | <div class="thumbcaption" style="margin:5px 0px 20px 20px"><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-practices-itil-v3-processes-comparison.jpg" title="ITIL 4 practices and ITIL V3 processes">ITIL 4 practices and ITIL V3 processes (ITIL 2011 processes)</a></b></span></div></div></div></html> | ||
<p> </p> | <p> </p> | ||
[[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. | <span style="word-wrap:normal;">[[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.</span> | ||
* Where [[ITIL#ITIL_V2|ITIL V2 defined only 10 processes]] for service support and service delivery, | * Where [[ITIL#ITIL_V2|ITIL V2 defined only 10 processes]] for service support and service delivery, | ||
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<meta itemprop="keywords" content="YaSM ITIL" /> | <meta itemprop="keywords" content="YaSM ITIL" /> | ||
<meta itemprop="keywords" content="ITIL 4 processes" /> | <meta itemprop="keywords" content="ITIL 4 processes" /> | ||
<meta itemprop="keywords" content="ITIL 4 process templates" /> | <meta itemprop="keywords" content="ITIL 4 process templates" /> | ||
<img style="margin:5px 0px 15px 30px; float:right;" src="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-processes-yasm.jpg" width="480" height="360" title="Fig. 2: YaSM processes for ITIL 4" alt="ITIL 4 and service management processes (YaSM): ITIL 4 process management based on service lifecycle and support processes from the YaSM process model." /></a> | <img style="margin:5px 0px 15px 30px; float:right;" srcset="https://yasm.com/wiki/en/img/yasm-frameworks/itil/480px/itil-4-processes-yasm.jpg 480w, https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-processes-yasm.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-processes-yasm.jpg" width="480" height="360" title="Fig. 2: YaSM processes for ITIL 4" alt="ITIL 4 and service management processes (YaSM): ITIL 4 process management based on service lifecycle and support processes from the YaSM process model." /></a> | ||
<div class="thumbcaption" style="margin:5px 0px 20px 30px"><span style="font-variant:small-caps;"><b>Fig. 2: <a href="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-processes-yasm.jpg" title="YaSM processes for ITIL 4" | <div class="thumbcaption" style="margin:5px 0px 20px 30px"><span style="font-variant:small-caps;"><b>Fig. 2: ITIL 4 and YaSM</b></span><br /><a href="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-processes-yasm.jpg" title="YaSM processes for ITIL 4">ITIL 4 processes & process templates based on YaSM service management.</a></div></div></div></html> | ||
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".) | <span style="word-wrap:normal;">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".)</span> | ||
<html><blockquote>So the question arises: <span id="md-webpage-description" itemprop="description">Can a service management process model like YaSM define ITIL<sup><small>®</small></sup> 4 processes, and is it possible to provide ITIL 4 process templates?</span></blockquote></p> | <html><blockquote>So the question arises: <span id="md-webpage-description" itemprop="description">Can a service management process model like YaSM define ITIL<sup><small>®</small></sup> 4 processes, and is it possible to provide ITIL 4 process templates?</span></blockquote></p> | ||
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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. | 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. | ||
<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=" | <html><a href="https://yasm.com/en/videos/yasm-itil" ><img srcset="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" width="480" height="270" 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-right: 0px; margin-bottom: 10px; margin-left: 10px" /></a> | ||
<p style="margin-top: | <p style="margin-top: 10px; word-wrap:normal;">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;"> | <ul style="margin-top: 17px;list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 15px;"> | ||
<li> | <li><a href="https://yasm.com/en/videos/yasm-itil">Service management processes for ITIL 4</a> (9:04 min.)</li></ul> | ||
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|+style="background:#379988;"|<span style="color:#ffffff; font-size: 110%;">Comparison: ITIL 4 Components vs. YaSM Service Management</span> | |+style="background:#379988;"|<span style="color:#ffffff; font-size: 110%;">Comparison: ITIL 4 Components vs. YaSM Service Management</span> | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
!style="background:#379988; color:#ffffff | !style="background:#379988; color:#ffffff; text-align:left;"|ITIL 4 components [[#ITIL-4-content|[3]]] | ||
!style="background:#379988; color:#ffffff | !style="background:#379988; color:#ffffff; text-align:left;"|Related YaSM processes and content | ||
|- | |- | ||
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<meta itemprop="keywords" content="ITIL 4 practices" /> | <meta itemprop="keywords" content="ITIL 4 practices" /> | ||
<meta itemprop="keywords" content="ITIL practices" /> | <meta itemprop="keywords" content="ITIL practices" /> | ||
<meta itemprop="keywords" content="ITIL service management practices" /> | <meta itemprop="keywords" content="ITIL service management practices" /> | ||
<img style="margin:5px 0px 15px 35px; float:right;" src="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-practices.jpg" width="480" height="360" title="The ITIL 4 practices" alt="The 34 ITIL 4 practices include 14 general management practices, 17 service management practices, and 3 technical management practices." /></a> | <img style="margin:5px 0px 15px 35px; float:right;" srcset="https://yasm.com/wiki/en/img/yasm-frameworks/itil/480px/itil-4-practices.jpg 480w, https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-practices.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-practices.jpg" width="480" height="360" title="The ITIL 4 practices" alt="The 34 ITIL 4 practices include 14 general management practices, 17 service management practices, and 3 technical management practices." /></a> | ||
<div class="thumbcaption" style="margin:5px 0px 20px 35px"><span style="font-variant:small-caps;"><b>Fig. 3: <a href="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-practices.jpg" title="The 34 ITIL | <div class="thumbcaption" style="margin:5px 0px 20px 35px"><span style="font-variant:small-caps;"><b>Fig. 3: <a href="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-practices.jpg" title="The 34 ITIL practices">ITIL 4 practices</a></b></span><br />General management, service management and technical management practices.</div></div></div></html> | ||
ITIL 4 describes 34 management practices as "organizational resources designed for performing work or accomplishing an objective". | ITIL 4 describes 34 management practices as "organizational resources designed for performing work or accomplishing an objective". | ||
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|+style="background:#379988;"|<h4 style="color:#ffffff; font-size: 120%">ITIL 4 general management practices and related YaSM processes</h4> | |+style="background:#379988;"|<h4 style="color:#ffffff; font-size: 120%">ITIL 4 general management practices and related YaSM processes</h4> | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
!style="background:#eeeeee | !style="background:#eeeeee"|ITIL 4 manage­ment prac­tices [[#ITIL-4-practices|[4]]] | ||
!style="background:#eeeeee | !style="background:#eeeeee"|Related YaSM processes | ||
!style="background:#eeeeee | !style="background:#eeeeee"|Comparison: YaSM service management and ITIL 4 | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
| | |Architec­ture manage­ment | ||
| | | | ||
* (Various YaSM processes) | * (Various YaSM processes) | ||
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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" | ||
|<span id="ITIL-4-Continual-improvement">Continual | |<span id="ITIL-4-Continual-improvement">Continual improve­ment</span> | ||
| | | | ||
* [[LP5: Improve the services]] | * [[LP5: Improve the services]] | ||
* [[SP1: Set up and maintain the service management system|SP1: Set up and maintain the service mgmt. system]] | * [[SP1: Set up and maintain the service management system|SP1: Set up and maintain the service mgmt. system]] | ||
| | | | ||
* Continual improvement in ITIL 4 is about ongoing improvement of the | * Continual improvement in ITIL 4 is about ongoing improvement of the organization's services, practices and all other elements required for the provision of services. | ||
* There are several YaSM processes that support continual improvement, in particular | * There are several YaSM processes that support continual improvement, in particular | ||
** [[LP5: Improve the services]] | ** [[LP5: Improve the services]] | ||
** [[SP1: Set up and maintain the service management system]] (for the continual | ** [[SP1: Set up and maintain the service management system|SP1: Set up and maintain the service manage­ment system]] (for the continual improve­ment of processes, policies, etc.) | ||
* 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" | ||
|<span id="ITIL-4-Information-security-management"> | |<span id="ITIL-4-Information-security-management">Informa­tion security manage­ment</span> | ||
| | | | ||
* [[SP7: Ensure security]] | * [[SP7: Ensure security]] | ||
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* The ITIL 4 practice of 'information security management' corresponds with the YaSM security management process SP7. | * 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 | ||
| | | | ||
* (Various YaSM processes) | * (Various YaSM processes) | ||
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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" | ||
|<span id="ITIL-4-Measurement-and-reporting"> | |<span id="ITIL-4-Measurement-and-reporting">Measure­ment and reporting</span> | ||
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* [[LP4: Operate the services]] | * [[LP4: Operate the services]] | ||
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* There are several YaSM processes that include measurement and reporting activities, in particular | * There are several YaSM processes that include measurement and reporting activities, in particular | ||
** [[LP4: Operate the services]] ([[LP4: Operate the services#LP4.3|monitoring]] and [[LP4: Operate the services#LP4.4|reporting of service quality and service levels]]) | ** [[LP4: Operate the services]] ([[LP4: Operate the services#LP4.3|monitoring]] and [[LP4: Operate the services#LP4.4|reporting of service quality and service levels]]) | ||
** [[SP1: Set up and maintain the service management system]] ([[SP1: Set up and maintain the service management system#SP1.5|monitoring]] and [[SP1: Set up and maintain the service management system#SP1.5|reporting of process metrics]]). | ** [[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 management system#SP1.5|monitoring]] and [[SP1: Set up and maintain the service management system#SP1.5|reporting of process metrics]]). | ||
* ITIL 4 refers to critical success factors (CSFs) and key performance indicators (KPIs). The YaSM model uses terms that are similar in meaning, such as process metrics and service levels. | * ITIL 4 refers to critical success factors (CSFs) and key performance indicators (KPIs). The YaSM model uses terms that are similar in meaning, such as process metrics and service levels. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
| | |Organi­zational change manage­ment | ||
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* -- | * -- | ||
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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" | ||
|<span id="ITIL-4-Portfolio-management">Portfolio | |<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" | ||
|<span id="ITIL-4-Project-management">Project | |<span id="ITIL-4-Project-management">Project manage­ment</span> | ||
| | | | ||
* [[SP6: Manage projects]] | * [[SP6: Manage projects]] | ||
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* The ITIL 4 practice of 'project management' corresponds with the YaSM project management process SP6. | * The ITIL 4 practice of 'project management' corresponds with the YaSM project management process SP6. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|<span id="ITIL-4-Relationship-management"> | |<span id="ITIL-4-Relationship-management">Relation­ship manage­ment</span> | ||
| | | | ||
* [[SP3: Manage customer relationships|SP3: Manage customer relation­ships]] | * [[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" | ||
|<span id="ITIL-4-Risk-management">Risk | |<span id="ITIL-4-Risk-management">Risk manage­ment</span> | ||
| | | | ||
* [[LP1: Set the strategic direction]] | * [[LP1: Set the strategic direction]] | ||
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| | | | ||
*Risks are addressed in several YaSM processes at various levels. For example: | *Risks are addressed in several YaSM processes at various levels. For example: | ||
** The strategic process assesses risks to the | ** The strategic process assesses risks to the organization's business model. | ||
** Security management addresses security risks. | ** Security management addresses security risks. | ||
** 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" | ||
|<span id="ITIL-4-Service-financial-management">Service financial | |<span id="ITIL-4-Service-financial-management">Service financial manage­ment</span> | ||
| | | | ||
* [[SP12: Manage service financials|SP12: Manage service finan­cials]] | * [[SP12: Manage service financials|SP12: Manage service finan­cials]] | ||
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* The ITIL 4 practice of 'service financial management' corresponds with the YaSM financial management process SP12. | * The ITIL 4 practice of 'service financial management' corresponds with the YaSM financial management process SP12. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|<span id="ITIL-4-Strategy-management">Strategy | |<span id="ITIL-4-Strategy-management">Strategy manage­ment</span> | ||
| | | | ||
* [[LP1: Set the strategic direction]] | * [[LP1: Set the strategic direction]] | ||
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* The ITIL 4 practice of 'Strategy Management' corresponds with the YaSM service strategy process LP1. | * The ITIL 4 practice of 'Strategy Management' corresponds with the YaSM service strategy process LP1. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|<span id="ITIL-4-Supplier-management">Supplier | |<span id="ITIL-4-Supplier-management">Supplier manage­ment</span> | ||
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* [[SP11: Manage suppliers]] | * [[SP11: Manage suppliers]] | ||
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* The ITIL 4 practice of 'supplier management' corresponds with the YaSM supplier management process SP11. | * The ITIL 4 practice of 'supplier management' corresponds with the YaSM supplier management process SP11. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|<span id="ITIL-4-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]] | ||
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|+style="background:#379988;"|<h4 style="color:#ffffff; font-size: 120%">ITIL 4 service management practices and related YaSM processes</h4> | |+style="background:#379988;"|<h4 style="color:#ffffff; font-size: 120%">ITIL 4 service management practices and related YaSM processes</h4> | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
!style="background:#eeeeee; | !style="background:#eeeeee;"|ITIL 4 manage­ment prac­tices [[#ITIL-4-practices|[4]]] | ||
!style="background:#eeeeee; | !style="background:#eeeeee;"|Related YaSM processes | ||
!style="background:#eeeeee; | !style="background:#eeeeee;"|Comparison: YaSM service management and ITIL 4 | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|<span id="ITIL-4-Availability-management"> | |<span id="ITIL-4-Availability-management">Availa­bility manage­ment</span> | ||
| | | | ||
* (Various YaSM processes) | * (Various YaSM processes) | ||
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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="ITIL-4-Capacity-and-performance-management">Capacity and | |<span id="ITIL-4-Capacity-and-performance-management">Capacity and perfor­mance manage­ment</span> | ||
| | | | ||
* (Various YaSM processes) | * (Various YaSM processes) | ||
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* See also: [[Capacity Management|Capacity management in YaSM]] | * See also: [[Capacity Management|Capacity management in YaSM]] | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|<span id="ITIL-4-Change-enablement">Change | |<span id="ITIL-4-Change-enablement">Change enable­ment</span> | ||
| | | | ||
* [[SP5: Assess and coordinate changes]] | * [[SP5: Assess and coordinate changes|SP5: Assess and coor­dinate changes]] | ||
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* The ITIL 4 practice of 'change enablement' corresponds with the YaSM change management process SP5. | * The ITIL 4 practice of 'change enablement' corresponds with the YaSM change management process SP5. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|<span id="ITIL-4-Incident-management">Incident | |<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" | ||
|<span id="ITIL-4-IT-asset-management">IT asset | |<span id="ITIL-4-IT-asset-management">IT asset manage­ment</span> | ||
| | | | ||
* [[SP4: Manage configuration information|SP4: Manage config. | * [[SP4: Manage configuration information|SP4: Manage config. informa­tion]] | ||
| | | | ||
* The key activities of IT asset management as described in ITIL 4, such as maintaining a list of IT assets, recording changes and providing current information about IT assets, are included in the YaSM process for managing configuration information (SP4). | * The key activities of IT asset management as described in ITIL 4, such as maintaining a list of IT assets, recording changes and providing current information about IT assets, are included in the YaSM process for managing configuration information (SP4). | ||
* 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" | ||
|<span id="ITIL-4-Monitoring-and-event-management">Monitoring and event | |<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]] | ||
Line 426: | Line 447: | ||
* The ITIL 4 practice of 'monitoring and event management' corresponds with the YaSM service monitoring process LP4.3. | * 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" | ||
|<span id="ITIL-4-Problem-management">Problem | |<span id="ITIL-4-Problem-management">Problem manage­ment</span> | ||
| | | | ||
* [[LP4.7: Resolve problems]] | * [[LP4.7: Resolve problems]] | ||
Line 432: | Line 453: | ||
* The ITIL 4 practice of 'problem management' corresponds with the YaSM problem management process LP4.7. | * The ITIL 4 practice of 'problem management' corresponds with the YaSM problem management process LP4.7. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|<span id="ITIL-4-Release-management">Release | |<span id="ITIL-4-Release-management">Release manage­ment</span> | ||
| | | | ||
* [[LP3: Build new or changed services]] | * [[LP3: Build new or changed services]] | ||
Line 440: | Line 461: | ||
* 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" | ||
|<span id="ITIL-4-Service-catalogue-management">Service catalogue | |<span id="ITIL-4-Service-catalogue-management">Service catalogue manage­ment</span> | ||
| | | | ||
* [[SP2: Maintain the service portfolio]] | * [[SP2: Maintain the service portfolio]] | ||
Line 446: | Line 467: | ||
* 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" | ||
|<span id="ITIL-4-Service-configuration-management">Service | |<span id="ITIL-4-Service-configuration-management">Service config­uration manage­ment</span> | ||
| | | | ||
* [[SP4: Manage configuration information|SP4: Manage config. | * [[SP4: Manage configuration information|SP4: Manage config. informa­tion]] | ||
| | | | ||
* The ITIL 4 practice of 'service configuration management' corresponds with the YaSM configuration management process SP4. | * The ITIL 4 practice of 'service configuration management' corresponds with the YaSM configuration management process SP4. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|<span id="ITIL-4-Service-continuity-management">Service | |<span id="ITIL-4-Service-continuity-management">Service conti­nuity manage­ment</span> | ||
| | | | ||
* [[SP8: Prepare for disaster events]] | * [[SP8: Prepare for disaster events]] | ||
Line 471: | Line 492: | ||
* In the YaSM model, the typical service desk activities are described in the incident and service request resolution process. | * In the YaSM model, the typical service desk activities are described in the incident and service request resolution process. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Service level | |Service level manage­ment | ||
| | | | ||
* (Various YaSM processes) | * (Various YaSM processes) | ||
Line 479: | Line 500: | ||
* See also: [[Service Level Management|Service level management in YaSM]] | * See also: [[Service Level Management|Service level management in YaSM]] | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|<span id="ITIL-4-Service-request-management">Service request | |<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]] | ||
Line 485: | Line 506: | ||
* 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" | ||
|<span id="ITIL-4-Service-validation-and-testing">Service | |<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]] | ||
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|+style="background:#379988;"|<h4 style="color:#ffffff; font-size: 120%">ITIL 4 technical management practices and related YaSM processes</h4> | |+style="background:#379988;"|<h4 style="color:#ffffff; font-size: 120%">ITIL 4 technical management practices and related YaSM processes</h4> | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
!style="background:#eeeeee; | !style="background:#eeeeee;"|ITIL 4 manage­ment prac­tices [[#ITIL-4-practices|[4]]] | ||
!style="background:#eeeeee; | !style="background:#eeeeee;"|Related YaSM processes | ||
!style="background:#eeeeee; | !style="background:#eeeeee;"|Comparison: YaSM service management and ITIL 4 | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
| | |Deploy­ment manage­ment | ||
| | | | ||
* (Various YaSM processes) | * (Various YaSM processes) | ||
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** [[LP5: Improve the services]] ([[LP5:_Improve_the_services#LP5.4|deployment of service improvements]]). | ** [[LP5: Improve the services]] ([[LP5:_Improve_the_services#LP5.4|deployment of service improvements]]). | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
| | |Infra­structure and platform manage­ment | ||
| | | | ||
* -- | * -- | ||
Line 517: | Line 538: | ||
* The infrastructure and platform management practice can be applied in various YaSM processes, such as the strategic and service design processes. | * The infrastructure and platform management practice can be applied in various YaSM processes, such as the strategic and service design processes. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|Software | |Software develop­ment and manage­ment | ||
| | | | ||
* -- | * -- | ||
Line 528: | Line 549: | ||
==Related articles== | ==Related articles== | ||
<html><a href="https://yasm.com/wiki/en/index.php/Alternatives_to_ITIL"><img src="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-alternatives.jpg" title="YaSM - an alternative to ITIL?" alt="ITIL framework alternative: The YaSM Framework" style="display: block; float: left; border:1px solid #d9d9d9; margin-left: 10px; margin-right: 20px" width="320" height="180"/></a> | <html><a href="https://yasm.com/wiki/en/index.php/Alternatives_to_ITIL"><img src="https://yasm.com/wiki/en/img/yasm-frameworks/itil/480px/itil-alternatives.jpg" title="YaSM - an alternative to ITIL?" alt="ITIL framework alternative: The YaSM Framework" class="thumbimage" style="display: block; float: left; border:1px solid #d9d9d9; margin-left: 10px; margin-right: 20px" width="320" height="180"/></a> | ||
<div style="margin-left: 5%; color:#636363"> | <div style="margin-left: 5%; color:#636363"> | ||
<p style="margin-top: 0; word-wrap:normal;"><a href="https://yasm.com/wiki/en/index.php/Alternatives_to_ITIL">YaSM - an alternative to ITIL<sup><small>®</small></sup>?</a></p> | <p style="margin-top: 0; word-wrap:normal;"><a href="https://yasm.com/wiki/en/index.php/Alternatives_to_ITIL">YaSM - an alternative to ITIL<sup><small>®</small></sup>?</a></p> | ||
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<p style="clear:both;"> </p> | <p style="clear:both;"> </p> | ||
<a href="https://yasm.com/wiki/en/index.php/ITIL_Lite_and_YaSM"><img src="https://yasm.com/wiki/en/img/yasm-frameworks/itil-lite/itil-lite-itil4-light.jpg" title="Is YaSM 'ITIL lite' or 'lean ITIL'?" alt="YaSM: A Lightweight ITIL or ITIL 4?" style="display: block; float: left; border:1px solid #d9d9d9; margin-left: 10px; margin-right: 20px" width="320" height="180"/></a> | <a href="https://yasm.com/wiki/en/index.php/ITIL_Lite_and_YaSM"><img src="https://yasm.com/wiki/en/img/yasm-frameworks/itil-lite/480px/itil-lite-itil4-light.jpg" title="Is YaSM 'ITIL lite' or 'lean ITIL'?" alt="YaSM: A Lightweight ITIL or ITIL 4?" class="thumbimage" style="display: block; float: left; border:1px solid #d9d9d9; margin-left: 10px; margin-right: 20px" width="320" height="180"/></a> | ||
<div style="margin-left: 5%; color:#636363"> | <div style="margin-left: 5%; color:#636363"> | ||
<p style="margin-top: 0; word-wrap:normal;"><a href="https://yasm.com/wiki/en/index.php/ITIL_Lite_and_YaSM">Is | <p style="margin-top: 0; word-wrap:normal;"><a href="https://yasm.com/wiki/en/index.php/ITIL_Lite_and_YaSM">Is YaSM 'ITIL lite' or 'lean ITIL'?</a></p> | ||
<p>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: <a href="https://yasm.com/wiki/en/index.php/ITIL_Lite_and_YaSM">[...]</a></p></div> | <p>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: <a href="https://yasm.com/wiki/en/index.php/ITIL_Lite_and_YaSM">[...]</a></p></div> | ||
</html> | |||
<p style="clear:both;"> </p> | <p style="clear:both;"> </p> | ||
==References== | ==References== | ||
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[3] <span id="ITIL-4-content">The ITIL guidance referenced in this table is based on ITIL 4 Foundation, published in February 2019.</span><br /> | [3] <span id="ITIL-4-content">The ITIL guidance referenced in this table is based on ITIL 4 Foundation, published in February 2019.</span><br /> | ||
[4] <span id="ITIL-4-practices">The management practices in this table are based on ITIL 4 Foundation, published in February 2019.</span> | [4] <span id="ITIL-4-practices">The management practices in this table are based on ITIL 4 Foundation, published in February 2019.</span> | ||
<html>Is based on: The <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a> - Document: "YaSM and ITIL<sup><small>®</small></sup>"</p> | <html>Is based on: The <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a> - Document: "YaSM and ITIL<sup><small>®</small></sup>"</p> | ||
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<link itemprop="url" href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL" /> | <link itemprop="url" href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL" /> | ||
<link itemprop="primaryImageOfPage" href="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-processes-yasm.jpg" /> | <link itemprop="primaryImageOfPage" href="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-processes-yasm.jpg" /> | ||
<meta itemprop="significantLinks" content="https://yasm.com/wiki/en/index.php/ITIL_4_vs_ITIL_V3" /> | |||
<meta itemprop="significantLinks" content="https://yasm.com/wiki/en/index.php/Service_Management_Processes" /> | |||
<link itemprop="isPartOf" href="https://yasm.com/wiki/en/index.php/What_is_YaSM#yasm-other-service-management-frameworks" /> | <link itemprop="isPartOf" href="https://yasm.com/wiki/en/index.php/What_is_YaSM#yasm-other-service-management-frameworks" /> | ||
<meta itemprop="isBasedOnUrl" content="https://yasm.com/en/products/yasm-process-map" /> | <meta itemprop="isBasedOnUrl" content="https://yasm.com/en/products/yasm-process-map" /> |
Revision as of 17:10, 28 July 2022
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 (see fig. 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 enablement |
| |
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®?
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'?
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: [...]
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