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<meta name="twitter:image:alt" content=" | <meta name="twitter:image:alt" content="All about service management: concepts, frameworks, and processes in the areas of enterprise service management (ESM / BSM), IT service management (ITSM), and ISO 20000 (ISO/IEC 20000). Reference material on the YaSM service management process model, the established frameworks for service management and ITSM, and progressive methodologies (Agile, DevOps, etc.), ..."> | ||
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== | ==YaSM<sup><small>®</small></sup> <span class="selflink">Service Management Wiki</span> - a complete introduction to service management concepts, frameworks and processes.== | ||
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<img itemprop="contentUrl" style="margin: | <img itemprop="contentUrl" style="margin:10px 20px 20px 20px; float:right;" src="https://yasm.com/wiki/en/img/yasm-wiki.png" width="300" height="393" title="YaSM Service Management Wiki" alt="Service Management Wiki: YaSM, service management and ISO 20000. Logo of the Service Management Wiki" /> | ||
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__NOTOC__ | |||
[[Service Management|Service management]] has been a familiar concept for many years. It describes methods for designing, delivering and improving services that create value for customers. | [[Service Management|Service management]] has been a familiar concept for many years. It describes methods for designing, delivering and improving services that create value for customers. | ||
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<li style="margin-bottom: 15px;">Video: <a href="https://yasm.com/en/videos/what-is-service-management" title="Video: What is service management?">How service management helps organizations build up a loyal customer base</a>.</li></ul></html> | <li style="margin-bottom: 15px;">Video: <a href="https://yasm.com/en/videos/what-is-service-management" title="Video: What is service management?">How service management helps organizations build up a loyal customer base</a>.</li></ul></html> | ||
===<span style="color:#379988;">The YaSM model</span>=== | ===<span style="color:#379988;">The YaSM service management model</span>=== | ||
---- | |||
<html><a href="https://yasm.com/en/" title="YaSM: Main page">YaSM</a><sup><small>®</small></sup> ('Yet another Service Management Model') is a translation of service management best practice into a <a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="Service Management Processes">streamlined set of service management processes</a> and ready-to-use templates. It's a good match for the leaner, more flexible operating models favored by today's service provider organizations.</p> | <html><a href="https://yasm.com/en/" title="YaSM: Main page">YaSM</a><sup><small>®</small></sup> ('Yet another Service Management Model') is a translation of service management best practice into a <a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="Service Management Processes">streamlined set of service management processes</a> and ready-to-use templates. It's a good match for the leaner, more flexible operating models favored by today's service provider organizations.</p> | ||
<p>YaSM is not another framework but follows the established frameworks for service management and ITSM, and it conforms to the requirements of ISO 20000 (ISO/IEC 20000), the international standard for service management.</p> | <p>YaSM is not another framework but follows the established frameworks for service management and ITSM, and it conforms to the requirements of ISO 20000 (ISO/IEC 20000), the international standard for service management.</p> | ||
<p style="margin-bottom: 15px;">There are two YaSM products: The <a href="https://yasm.com/en/products/yasm-process-map" title="The YaSM® Process Map: The service management process model">YaSM Process Map</a>, a complete process model for service management, and the <a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="The YaSM® - ISO 20000 Bridge">YaSM - ISO 20000 Bridge</a>, an additional component for organizations that wish to become certified to ISO 20000.</html> | <p style="margin-bottom: 15px;">There are two YaSM products:</p> | ||
<ul><li>The <a href="https://yasm.com/en/products/yasm-process-map" title="The YaSM® Process Map: The service management process model">YaSM Process Map</a>, a complete process model for service management,<li> | |||
<li>and the <a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="The YaSM® - ISO 20000 Bridge">YaSM - ISO 20000 Bridge</a>, an additional component for organizations that wish to become certified to ISO 20000.</li></ul></html> | |||
===<span style="color:#379988;">Where to start with YaSM?</span>=== | ===<span style="color:#379988;">Where to start with YaSM?</span>=== | ||
---- | |||
<html><p style="padding-top: 5px;">If you are new to YaSM, start here:</p> | <html><p style="padding-top: 5px;">If you are new to YaSM, start here:</p> | ||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 18px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 18px;"> | ||
<li><a href="https://yasm.com/wiki/en/index.php/What_is_YaSM" title="What is YaSM? - Introduction to YaSM service management">What is YaSM?</a> Introduction to YaSM | <li><a href="https://yasm.com/wiki/en/index.php/What_is_YaSM" title="What is YaSM? - Introduction to YaSM service management">What is YaSM?</a> Introduction to YaSM service management on a single page.</li> | ||
<li><a href="https://yasm.com/en/videos/introduction-yasm" title="Video: Introduction to YaSM">Watch the video</a> with Stefan Kempter introducing the YaSM model.</li></ul> | <li><a href="https://yasm.com/en/videos/introduction-yasm" title="Video: Introduction to YaSM">Watch the video</a> with Stefan Kempter introducing the YaSM model.</li></ul> | ||
<p style="margin-bottom: 15px;">If you want to get in touch with us, you will find our contact details on the <a href="https://yasm.com/en/contact" title="YaSM.com | Contact information and contact form">YaSM contact page</a>!</html> | <p style="margin-bottom: 15px;">If you want to get in touch with us, you will find our contact details on the <a href="https://yasm.com/en/contact" title="YaSM.com | Contact information and contact form">YaSM contact page</a>!</html> | ||
<p> </p> | |||
===<span style="color:#379988;">Contents</span>=== | |||
===<span style="color:#379988;">Contents | |||
---- | ---- | ||
<html><div style="float:left; border: 1px solid #c7c7c7; min-width:230px;"> | <html><div style="float:left; border: 1px solid #c7c7c7; min-width:230px;"> | ||
<h3 style="background:#379988; font-size: 110%; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px;"> <b><span class="mw-headline" id=" | <h3 style="background:#379988; font-size: 110%; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px;"> <b><span class="mw-headline" id="Contents_of_the_Wiki">Contents of the Wiki</span></b> </h3> | ||
<div id="YaSM-Wiki-contents" style="float:left; margin-right:1%; margin-top: 10px; margin-left: 5px; width:32%; border: 1px solid #c7c7c7; min-width:230px;"> | <div id="YaSM-Wiki-contents" style="float:left; margin-right:1%; margin-top: 10px; margin-left: 5px; width:32%; border: 1px solid #c7c7c7; min-width:230px;"> | ||
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<h4 style="color:#379988; padding-left:5pt;"><span class="mw-headline" id="YaSM_articles">YaSM articles</span></h4> | <h4 style="color:#379988; padding-left:5pt;"><span class="mw-headline" id="YaSM_articles">YaSM articles</span></h4> | ||
<a href="https://yasm.com/wiki/en/index.php/YaSM_Service_Management_News"><img src="https://yasm.com/wiki/en/img/yasm-service-management/service-management-blog-yasm-2x1.jpg" width="400" height="200" alt="Articles and news about (enterprise) service management, ITSM and ISO 20000." title="YaSM articles and news | Service management explained!" style="margin:10px 0px 30px 30px; float:right;"/></a> | <a href="https://yasm.com/wiki/en/index.php/YaSM_Service_Management_News"><img src="https://yasm.com/wiki/en/img/yasm-service-management/service-management-blog-yasm-2x1.jpg" width="400" height="200" alt="Articles and news about (enterprise) service management, ITSM and ISO 20000." title="YaSM articles and news | Service management explained!" style="margin:10px 0px 30px 30px; float:right;"/></a> | ||
<p style="margin:10px 0px 5px 20px;">Hi! I'm Stefan Kempter and in my articles I write about YaSM, service management, process templates and the YaSM Wiki.<br/>I hope you enjoy your visit to our web site!</p> | <p style="margin:10px 0px 5px 20px; word-wrap:normal;">Hi! I'm Stefan Kempter and in my articles I write about YaSM, service management, process templates and the YaSM Wiki.<br/>I hope you enjoy your visit to our web site!</p> | ||
<ul> | <ul> | ||
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===<span style="color:#379988; padding-top: 20px;">Topics covered in this Wiki</span>=== | ===<span style="color:#379988; padding-top: 20px;">Topics covered in this Wiki</span>=== | ||
<html><div style="padding-left:5pt; padding-right:5pt; padding-top: 5px; padding-bottom: | ---- | ||
<html><div style="padding-left:5pt; padding-right:5pt; padding-top: 5px; padding-bottom: 5px;"> | |||
<div id="https://yasm.com/wiki/en/img/yasm-wiki/yasm-service-management-wiki.jpg" itemscope itemtype="https://schema.org/ImageObject"> | <div id="https://yasm.com/wiki/en/img/yasm-wiki/yasm-service-management-wiki.jpg" itemscope itemtype="https://schema.org/ImageObject"> | ||
<a href="https://yasm.com/wiki/en/img/yasm-wiki/1x1/yasm-service-management-wiki.jpg" title="Service Management Wiki: Contents" itemprop="contentUrl"> | <a href="https://yasm.com/wiki/en/img/yasm-wiki/1x1/yasm-service-management-wiki.jpg" title="Service Management Wiki: Contents" itemprop="contentUrl"> | ||
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<meta itemprop="keywords" content="ISO 20000 Wiki" /> | <meta itemprop="keywords" content="ISO 20000 Wiki" /> | ||
<img style="margin:5px 0px 30px 30px; float:right;" src="https://yasm.com/wiki/en/img/yasm-wiki/yasm-service-management-wiki.jpg" width="400" height="225" title="Service Management Wiki: Contents" alt="YaSM Wiki: Service Management (BSM, ESM, ITSM) and ISO 20000 (ISO/IEC 20000). Reference material about the YaSM service management process model." /></a></div></div></html> | <img style="margin:5px 0px 30px 30px; float:right;" src="https://yasm.com/wiki/en/img/yasm-wiki/yasm-service-management-wiki.jpg" width="400" height="225" title="Service Management Wiki: Contents" alt="YaSM Wiki: Service Management (BSM, ESM, ITSM) and ISO 20000 (ISO/IEC 20000). Reference material about the YaSM service management process model." /></a></div></div></html> | ||
<span style="margin-bottom: 25px; word-wrap:normal;"><span id="md-webpage-description" itemprop="description">In the YaSM® Wiki we provide guidance for organizations that seek to improve their approach to providing services. Service providers from around the world use it as a reference and source of information.</span></span> | |||
Topics covered include: | |||
* <span id="md-webpage-description-educationalUse-1" itemprop="educationalUse">Best practices for service providers about service management - in the areas of enterprise service management (ESM) / business service management (BSM) and IT service management (ITSM).</span> | * <span id="md-webpage-description-educationalUse-1" itemprop="educationalUse">Best practices for service providers about service management - in the areas of enterprise service management (ESM) / business service management (BSM) and IT service management (ITSM).</span> | ||
* <span id="md-webpage-description-educationalUse-2" itemprop="educationalUse">Reference material on YaSM service management and details about the service management processes.</span> | * <span id="md-webpage-description-educationalUse-2" itemprop="educationalUse">Reference material on YaSM service management and details about the service management processes.</span> | ||
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* <span id="md-webpage-description-educationalUse-6" itemprop="educationalUse">Reference material on ITIL (ITIL 4, ITIL V3), de-facto standard for IT service management (ITSM).</span> | * <span id="md-webpage-description-educationalUse-6" itemprop="educationalUse">Reference material on ITIL (ITIL 4, ITIL V3), de-facto standard for IT service management (ITSM).</span> | ||
* Overview: [[#Contents|All topics]].<br style="clear:both;"/> | * Overview: [[#Contents|All topics]].<br style="clear:both;"/> | ||
<p>& | |||
===<span style="color:#379988;">About the Service Management Wiki</span>=== | |||
---- | |||
<html><p style="margin-bottom: 15px;">This wiki is run and sponsored by <a href="https://yasm.com/en/contact#ITProcessMapsOrg" title="IT Process Maps GbR, Germany | Contact information">IT Process Maps</a>, creators of <a href="https://yasm.com/en/" title="YaSM® | The Service Management Model">YaSM</a> and the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM® Process Map">YaSM Process Map</a>, and authors of the popular <a class="external text" href="https://wiki.en.it-processmaps.com/index.php/Main_Page" title="IT Process Wiki - the ITIL® Wiki | Main Page">IT Process Wiki</a>. The YaSM model and the Service Management Wiki were established in 2014; the wiki is available in English and <b><a href="https://yasm.com/wiki/de/index.php/Hauptseite" title="YaSM Service-Management-Wiki (Deutsch)">German</a></b>.</p> | |||
<html><h4 style="color:#379988; padding-left:5pt; padding-top: 15px;">Trademarks | Authors</h4> | <html><h4 style="color:#379988; padding-left:5pt; padding-top: 15px;">Trademarks | Authors</h4> | ||
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<a itemprop="item" href="https://yasm.com/wiki/en/index.php/ | <a itemprop="item" href="https://yasm.com/wiki/en/index.php/Service_Management"> | ||
<span itemprop="name"> | <span itemprop="name">Service management</span></a> | ||
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<span itemprop="name"> | <span itemprop="name">The YaSM model</span></a> | ||
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<a itemprop="item" href="https://yasm.com/wiki/en/index.php/ | <a itemprop="item" href="https://yasm.com/wiki/en/index.php/Service_Management_Processes"> | ||
<span itemprop="name"> | <span itemprop="name">Service mgmt. processes</span></a> | ||
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<a itemprop="item" href="https://yasm.com/wiki/en/index.php/ | <a itemprop="item" href="https://yasm.com/wiki/en/index.php/ISO_20000"> | ||
<span itemprop="name"> | <span itemprop="name">ISO 20000</span></a> | ||
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<a itemprop="item" href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL"> <span itemprop="name">YaSM and ITIL 4</span></a> | |||
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Revision as of 16:58, 15 September 2021
YaSM® Service Management Wiki - a complete introduction to service management concepts, frameworks and processes.
Service management has been a familiar concept for many years. It describes methods for designing, delivering and improving services that create value for customers.
The service management body of knowledge is mostly made up of various frameworks such as ITIL®, COBIT®, CMMI-SVC®, SIAM™ or VeriSM™ that include principles, best practices and processes.
The amount of guidance available may seem overwhelming, yet all frameworks follow a few basic principles, as explained in our introductory articles and videos:
- What is service management?
- Video: How service management helps organizations build up a loyal customer base.
The YaSM service management model
YaSM® ('Yet another Service Management Model') is a translation of service management best practice into a streamlined set of service management processes and ready-to-use templates. It's a good match for the leaner, more flexible operating models favored by today's service provider organizations.
YaSM is not another framework but follows the established frameworks for service management and ITSM, and it conforms to the requirements of ISO 20000 (ISO/IEC 20000), the international standard for service management.
There are two YaSM products:
- The YaSM Process Map, a complete process model for service management,
- and the YaSM - ISO 20000 Bridge, an additional component for organizations that wish to become certified to ISO 20000.
Where to start with YaSM?
If you are new to YaSM, start here:
- What is YaSM? Introduction to YaSM service management on a single page.
- Watch the video with Stefan Kempter introducing the YaSM model.
If you want to get in touch with us, you will find our contact details on the YaSM contact page!
Contents
Contents of the Wiki
YaSM service management
YaSM and other practices
YaSM videos
- Introduction to YaSM
- YaSM and ITIL® (ITIL 4)
- YaSM and ISO 20000
- The YaSM Process Map
- What is service management?
The simple principles of good service management
- The customer is king
- Vaguely defined services can't be managed
- If you stop improving, you will fall behind
- Don't leave customer support to luck
- Without a strategy, you cannot take the long view
All about ISO 20000 and ISO 20000:2018
- Introduction to ISO 20000, the international standard for service management
- The new version of ISO/IEC 20000:2018
- How YaSM relates to ISO 20000
- FAQ: ISO 20000 certification
- Use cases: How the YaSM model supports your ISO 20000 project
All about ITIL and ITIL 4
- Introduction to ITIL®, de-facto standard for IT service management (ITSM)
- The new edition of ITIL 4
- New: Detailed mapping between ITIL V3 and ITIL 4
- ITIL Lite and lean ITIL
- Alternatives to ITIL
More about service management
- What is a service, and what is service management?
- What is ... ITIL® / ISO 20000 / SIAM™ / VeriSM™?
- 'Progressive' practices and approaches applied to service management: DevOps / Agile / Lean
- Business services and enterprise service management (ESM)
- News: Service management news
The YaSM manifesto
- YaSM stands for "Yet another Service Management Model".
- YaSM was developed as a streamlined service management model and it is meant to stay that way. Users of YaSM are free to adapt the service management model to the specific needs of their organizations, for example by implementing only part of the model or by adding more sophistication where required.
- The contents of the YaSM Wiki are and will always be available for free. You may use and share those contents provided you give appropriate credit (see the full Creative Commons license).
Articles and news
YaSM articles
Hi! I'm Stefan Kempter and in my articles I write about YaSM, service management, process templates and the YaSM Wiki.
I hope you enjoy your visit to our web site!
- Popular posts:
ITIL 4 vs. ITIL V3: Comparison | YaSM and ITIL® 4 - Launch of the free YaSM Wiki, 2014.
YaSM news
Topics covered in this Wiki
In the YaSM® Wiki we provide guidance for organizations that seek to improve their approach to providing services. Service providers from around the world use it as a reference and source of information.
Topics covered include:
- Best practices for service providers about service management - in the areas of enterprise service management (ESM) / business service management (BSM) and IT service management (ITSM).
- Reference material on YaSM service management and details about the service management processes.
- Reference material on ISO 20000 (ISO/IEC 20000:2018), the international standard for service management.
- Detailed guidance and how-to guides on YaSM process management.
- Information about the established frameworks for service management and ITSM, progressive practices (Agile, DevOps), ...
- Reference material on ITIL (ITIL 4, ITIL V3), de-facto standard for IT service management (ITSM).
- Overview: All topics.
About the Service Management Wiki
This wiki is run and sponsored by IT Process Maps, creators of YaSM and the YaSM Process Map, and authors of the popular IT Process Wiki. The YaSM model and the Service Management Wiki were established in 2014; the wiki is available in English and German.
Trademarks | Authors
[1] YaSM® is a registered trademark of IT Process Maps GbR.
[2] ITIL® and IT Infrastructure Library® are registered trademarks of AXELOS Limited.
[3] COBIT® is a registered trademark of ISACA.
[4] ISO/IEC 20000® is a registered trademark of ISO.
[5] CMMI® and Capability Maturity Model® are registered trademarks of Carnegie Mellon University.
[6] USMBOK™ is a registered trade mark of Virtual Knowledge Solutions International Incorporated (VKSII).
[7] SIAM™ is a registered trade mark of EXIN.
[8] VeriSM™ is a registered trademarks of IFDC.
By: Stefan Kempter 
and Andrea Kempter , IT Process Maps.
Service management › The YaSM model › Service mgmt. processes › ISO 20000 › YaSM and ITIL 4
