FitSM and YaSM

 

Comparison: YaSM and FitSM

Part of: YaSM vs. other service management frameworks and standards

 

Both FitSM and YaSM have their roots in the popular and time-tested service management frameworks such as ITIL^®, and aim to provide clear and pragmatic advice for organizations that wish to improve the management of their services.

 

Fig. 1: FitSM requirements vs. YaSM process templates

The difference between FitSM and YaSM

While FitSM defines requirements for 14 core ITSM processes, the YaSM model includes 19 processes that are fully aligned with ISO 20000, the international standard for service management. So in comparison, there is a very good match between the FitSM processes and the YaSM service management model, and YaSM covers some additional topics.

A key difference between FitSM and YaSM is the type of content provided:

• FitSM includes documents with requirements for a service management system (SMS) and additional guidance, such as process objectives and recommended high-level activities.
• YaSM makes such high-level content available in the free YaSM Service Management Wiki.
• But YaSM also offers the YaSM Process Map, a complete and detailed set of process and document templates. These service management templates are available in popular formats, such as Visio^®, Word™, Excel^®, and also as a reference model for the ARIS Process Platform™. The templates are fully editable, allowing organizations to design tailor-made processes without having to start from nothing.

FitSM requirements and YaSM

General FitSM requirements for a service management system (SMS)

The first set of FitSM requirements focuses on the general aspects of planning and implementing an effective service management system (see FitSM-1: Requirements / Section 5: General requirements for a service management system).

For example, FitSM requires that

• top management is committed to planning, implementing and operating a service management system
• service management scope, goals and policies are documented and communicated
• service management processes are defined and documented, including inputs, activities, outputs and responsibilities
• the outputs of all service management processes are documented.

Many of these requirements are addressed in the YaSM process SP1: Set up and maintain the service management system.

Organizations are also required to implement a PDCA (Plan-Do-Check-Act) cycle, an iterative, four-stage approach for continually improving processes, products or services that is also known as the Deming cycle. This concept is well aligned with the service lifecycle that is a key feature of the YaSM process model.

Process-specific FitSM requirements

The second set of FitSM requirements defines specific requirements for each of the 14 FitSM processes (see FitSM-1: Requirements / Section 6: Process-specific requirements).

 

In the table below, we use the list of FitSM processes and related YaSM process and document templates to illustrate how the YaSM process model is a good starting point for all organizations that seek to introduce the FitSM processes:

 

FitSM requirements and related YaSM processes and templates

FitSM processes and related process-specific require­ments	Related YaSM processes and templates	Comparison: YaSM service management and FitSM
PR1: Service port­folio manage­ment	YaSM process templates: SP2: Maintain the service portfolio LP2: Design new or changed services YaSM document templates: Service portfolio Service definition Service implemen­tation blueprint	The YaSM model includes a process for maintaining the service portfolio. This process ensures the information in the service portfolio and the related service definitions are an accurate representation of the services managed by the service provider. Detailed service specifications are created in the YaSM process for service design. This process also includes activities for planning the transition of new or changed services.
PR2: Service level manage­ment	YaSM process templates: LP2: Design new or changed services LP5: Improve the services SP2: Maintain the service portfolio SP3: Manage customer relation­ships YaSM document templates: Service portfolio Service definition Customer service agreement Service improve­ment plan	While FitSM defines service level management as a process of its own, YaSM takes the view that service levels are one aspect of the services that needs to be considered in the service lifecycle processes and several supporting processes. For example, the YaSM process for maintaining the service portfolio is tasked with publishing service catalogs. The required service levels are defined during the service design stage. Customer relationship management ensures formal agreements are in place with customers. Regular service reviews are performed as part of YaSM's service improvement process. Where required service levels are not met, the necessary service improvements are managed and implemented through the service improvement plan. See also: Service level management in YaSM
PR3: Service reporting manage­ment	YaSM process templates: LP4.4: Produce service quality reports YaSM document templates: Service quality report	Service quality reports are produced on a regular basis as part of YaSM's service operation process. These reports identify areas where service quality does not meet the agreed service requirements.
PR4: Service availability and continuity manage­ment	YaSM process templates: LP2: Design new or changed services LP3: Build new or changed services LP4: Operate the services LP5: Improve the services SP8: Prepare for disaster events YaSM document templates: Service definition Service quality report Service improve­ment plan Register of managed disaster events Service continuity plan	The YaSM process model deals with service availability as an aspect of services that is to be managed through the service lifecycle processes: Availability requirements are defined during the service design stage. The service operation process performs routine operational tasks to ensure service availability and monitors actual availability levels. This allows the service improvement process to initiate corrective action if availability must be enhanced. YaSM includes a specific supporting process to ensure service continuity in the case of disaster events. This process includes activities to identify continuity risks and create continuity plans. See also: Availability management in YaSM
PR5: Capacity manage­ment	YaSM process templates: LP2: Design new or changed services LP3: Build new or changed services LP4: Operate the services LP5: Improve the services YaSM document templates: Service definition Service quality report Service improve­ment plan	The YaSM model deals with service capacity as an aspect of services that is to be managed through the service lifecycle processes: Capacity and performance requirements are defined during the service design stage. The service operation process performs routine operational tasks to ensure service capacity and performance and monitors actual capacity and performance levels. This allows the service improvement process to initiate corrective action if capacity or performance must be enhanced. See also: [Capacity Managemen|Capacity management]] in YaSM
PR6: Information security manage­ment	YaSM process templates: SP7: Ensure security YaSM document templates: Register of security risks Security operation manual Test report Security review report Security improve­ment plan	The security management process in YaSM develops and implements policies and procedures for protecting the service provider's assets. Key activities in the process include identifying assets, vulnerabilities and threats, as well as setting up security controls to mitigate or eliminate those threats.
PR7: Customer relation­ship manage­ment	YaSM process templates: SP3: Manage customer relation­ships YaSM document templates: Customer portfolio Customer service agreement Service definition Complaint record Customer survey evaluation Customer meeting minutes	YaSM's customer relationship management process is responsible for building and maintaining strong relationships between the service provider and its customers. This includes obtaining regular feedback from customers through customer meetings and surveys.
PR8: Supplier relationship manage­ment	YaSM process templates: SP11: Manage suppliers YaSM document templates: Supplier portfolio External service agreement Service definition Supplier dispute record Supplier review report	The supplier management process manages supplier performance and takes corrective action of contractual commitments are not fulfilled. This includes negotiating contracts with service providers, managing disputes and reviewing contracts on a regular basis.
PR9: Incident and service request manage­ment	YaSM process templates: LP4.6: Resolve incidents and service requests YaSM document templates: Incident model Incident record Problem record Recovery plan	The YaSM process for resolving incidents and service requests described in YaSM meets the requirements of the equivalent process in FitSM. Incidents and service requests are managed through the incident and service request resolution process, where incidents and service requests are registered, classified and prioritized. Actions taken to resolve incidents and service requests are documented in incident / service request records. Several other YaSM processes provide personnel involved in the incident and service request management with relevant information including known errors, workarounds, recovery plans and configuration information.
PR10: Problem manage­ment	YaSM process templates: LP4.7: Resolve problems YaSM document templates: Problem record Incident model Recovery plan	Problem management aims to identify, investigate and resolve problems, where a problem is the underlying cause of one or several (potential) incidents. Reactive problem management is concerned with solving problems in response to one or more incidents that have occurred in the past. Proactive problem management tries to prevent incidents from occurring in the first place.
PR11: Configu­ration manage­ment	YaSM process templates: SP4: Manage configuration information YaSM document templates: CI record Configu­ration model Configu­ration audit report	Configuration management in the YaSM model ensures configuration items (CIs) are identified, recorded, controlled and changes to CIs tracked in the CMDB. To this end, the process maintains a configuration model, which defines the types of CIs to be managed in the CMDB.
PR12: Change manage­ment	YaSM process templates: SP5: Assess and coordinate changes YaSM document templates: Change record Change model Change assessment report Change schedule Post-implemen­tation review report	The YaSM process model includes a change assessment process to make sure modifications to the services and their underlying components are made only after careful consideration of risks and potential side-effects. This process includes activities for the registration, classification, assessment and approval of changes.
PR13: Release and deploy­ment manage­ment	YaSM process templates: LP3: Build new or changed services LP5: Improve the services YaSM document templates: Change schedule Service implemen­tation blueprint Test script Test report Post-implemen­tation review report	YaSM provides several ways for the deployment of changes and releases: Changes required for new or substantially changed services are typically tested and deployed through the service build process. Changes on a minor scale, required for example to improve a service or resolve a problem, may be implemented through the service improvement process. This ensures the deployment of new or changed services and service components to the live environment is planned with all relevant parties, including affected customers. All new releases are built and tested prior to being deployed.
PR14: Continual service improve­ment manage­ment	YaSM process templates: LP5: Improve the services SP1: Set up and maintain the service mgmt. system YaSM document templates: Service review report Service improve­ment plan Process model Process metric Process review report Process improve­ment plan	YaSM's process for continual service improvement is in charge of identifying potentials for service improvement and managing service improvement initiatives. A consistent approach to improvement should also be applied to the service provider's processes. These activities are included in the process for maintaining the service management system.

 

FitSM process objectives and recommended activities vs. YaSM processes

The FitSM process model includes 14 core processes for IT service management. For each process, FitSM describes, typically in the form of a one-page table:

• the process objectives
• activities for process setup
• process inputs
• activities during ongoing process execution
• process outputs.

(See FitSM-3: Objectives and activities).

Users of the YaSM service management model will find this content in the YaSM process and document templates. For example, swim lane diagrams show the inputs and outputs for each process. In addition, these diagrams illustrate which roles are responsible for the various process activities.

As for the recommended process activities, where FitSM specifies some high-level activities, the YaSM process flows provide more detail and describe whole sequences of activities, including decisions to be made within the processes.

FitSM role model vs. YaSM roles

FitSM includes a model of roles that describes typical roles, their responsibilities and relationships (see FitSM-3: Recommended role model). For each role, FitSM provides a description and a list of typical tasks.

FitSM distinguishes between two types of roles: generic and specific roles:

1. Generic roles generally exist in all service provider organizations. Examples of generic FitSM roles are SMS owner, service owner, process owner, process manager or case owner.
2. Specific roles are generic roles interpreted in the context of a particular service management process. For example, in the context of incident and service request management (ISRM), the generic role of process manager becomes the "ISRM process manager", who ensures that all incidents are recorded and resolved within target resolution times.

The YaSM model does not distinguish between generic and specific roles, but describes a streamlined set of service management roles that is aligned with the popular frameworks like ITIL. In the context of incident and service request management, for example, YaSM uses the roles of incident manager, 1st level support, 2nd level support, etc.

So the role names in FitSM and YaSM are not exactly the same. A closer look at the role definitions, however, suggests that FitSM and YaSM have the same idea of which roles are needed to perform ITSM effectively.

In addition, the YaSM model includes a complete RACI matrix as a visual representation of all YaSM roles and their responsibilities in the YaSM service management processes.

FitSM templates and samples vs. YaSM process and document templates

FitSM seeks to support organizations that wish to adopt the standard with ready-to-use templates and samples for important pieces of documentation. FitSM templates for processes and documents currently include:

• Service management policy
• Service portfolio / catalogue
• Service level agreement (SLA)
• Basic service report
• Service transition package
• Process definition.

The YaSM model includes Word™ documents that are similar to the FitSM templates, and many more: There are some 90 YaSM document templates for all documents created in the service management processes.

or a complete list of YaSM templates, please refer to the YaSM Glossary und im YaSM data object model.

 

Related articles

A short introduction to FitSM

What is FitSM (Federated IT Service Management), and what components and documents are included in this lightweight family of standards for implementing IT service management (ITSM)? [...]

 

Notes and references

This page features content from the FitSM website published under a Creative Commons Attribution 4.0 International (CC BY 4.0) license.

 

By:  Stefan Kempter   and  Andrea Kempter , IT Process Maps.

 

The difference between FitSM and YaSM  › FitSM requirements and YaSM  › FitSM process objectives and recommended activities vs. YaSM processes  › FitSM role model vs. YaSM roles  › FitSM templates and samples vs. YaSM process and document templates