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<p><span id="md-webpage-description" itemprop="description">YaSM checklists ('YaSM document templates') provide detailed explanations of the various documents and records ('data objects') which are produced by the <a href="https://yasm.com/wiki/en/index.php/YaSM_Processes" title="YaSM service management processes">service management processes</a>.</span>
<p><b>On this page:</b> <a href="#yasm-template-example" title="Example: YaSM document template">Example - Incident record checklist</a><p></html>


<span id="md-webpage-description" itemprop="description">These service management checklists (document templates) provide detailed explanations of the various documents and records ('data objects') which are produced by the [[Service Management Processes|YaSM service management processes]].</span>
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==<span id="yasm-document-templates">YaSM document templates</span>==
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==Document templates==
 
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<div class="thumbcaption" style="margin:0px 0px 20px 20px;"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-templates/Service-management-templates-index.jpg" title="Service management templates: Index">Service management templates: Index</a></b></span></span></div></div></div></html>
 
<span style="word-wrap:normal;">Each&nbsp;checklist&nbsp;describes the typical contents of a YaSM document or record. The service management checklists are generic, and applicable to most organizations; they can be used as templates in many cases when specific service management documents need to be created for a particular organization.</span>
 
The [https://yasm.com/en/products/yasm-process-map YaSM&reg; Process Map] contains a total of 95 checklists:
* 76 checklists (one for every <i>YaSM data object</i>) exemplify what data or information is contained in the different documents and records generated by the YaSM processes.
* There is also a set of 19 checklists for the <i>service management policies</i>.
 
<span id="yasm-template-example">Here in the YaSM Wiki we provide you with the most frequently requested service management templates from the YaSM Process Map free of charge.</span>


Each checklist describes the typical contents of a YaSM document or record, as shown in the following example - the [[#yasm-template-example|Incident record template]].
==Checklists for the service lifecycle processes==


Because checklists are Microsoft Word&trade; documents, they can often be used as templates when creating the service management documents for a particular organization.
====Incident record template====
An incident record is a set of data with all details of a service incident, documenting the history of the incident from registration to closure.


<html><p>The <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM&reg; Process Map</a> includes 76 checklists, one for every <i>YaSM data object</i>. In addition, there is a set of 19 checklists for the <i>service management policies</i>.</html>
[[Incident Record - Template|&#8594; Details: Incident record ...]]


==<span id="yasm-template-example">Example: YaSM checklist "Incident record"</span>==
====Problem record template====
A problem record is a set of data with all details of a problem, documenting the history of the problem from registration to closure.


<html><p><b>Checklist/ document template:</b> <span id="incident-record-template">Incident record</span></p>
[[Problem Record - Template|&#8594; Details: Problem record ...]]
<p><b>Related YaSM process</b>: <a href="https://yasm.com/wiki/en/index.php/LP4.6:_Resolve_incidents_and_service_requests#Process_description" title="Process description: LP4.6: Resolve incidents and service requests">LP4.6: Resolve incidents and service requests</a></html>


===<span id="incident-record-definition">Incident record: Definition</span>===
====Service quality report====
<hr>
A service quality report gives insight into the service provider's ability to deliver the agreed service quality. Most importantly, it reports on the service levels achieved in relation to the agreed targets, as specified in the [[#Service definition|service definitions]].


<html><div itemscope itemtype="https://schema.org/ImageObject">
[[Service Quality Report - Template|&#8594; Document template: Service quality report ...]]
<a href="https://yasm.com/wiki/en/img/yasm-templates/yasm-document-templates-checklists.jpg" title="YaSM checklist/ document template | Incident record template" itemprop="contentUrl">
 
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====Service improvement plan - SIP====
<meta itemprop="caption" content="YaSM checklist/ document template | Incident record template" />
The service improvement plan (SIP) is used to manage service improvement initiatives and report on their status throughout their lifecycle. There may be one service improvement plan for all services or dedicated plans for the various services managed by the service provider.
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[[Service Improvement Plan - Template|&#8594; Checklist: Service improvement plan ...]]
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<meta itemprop="keywords" content="incident record checklist" />
==Checklists for the supporting processes==
<meta itemprop="keywords" content="incident record template" /></a></div>


<p style="word-wrap:normal;">An&nbsp;<i>incident&nbsp;record</i> is a set of data with all details of a service incident, documenting the history of the incident from registration to closure. A service incident is defined as an unplanned interruption or reduction in quality of a service. Events that could potentially impair a service in the future are also treated as incidents (e.g. the failure of one hard-drive of a set of mirrored drives).<p><br style="clear:both;"/></html>
====Service portfolio template====
The service portfolio represents a complete list of all services managed by the service provider.


===<span id="contents-incident-record">Typical contents of an incident record</span>===
[[Service Portfolio - Template|&#8594; Details: Service portfolio ...]]
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<p><span itemprop="name" content="Incident Record - Typical contents:"><i>An Incident Record</i> typically contains the following information:</span>
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<p>&#160;</p>
<p><b><span itemprop="itemListElement">Unique incident ID</span></b></p>
<ul><li itemprop="description">A unique ID is usually allocated automatically by the application used to manage service incidents.</li></ul>
<p><b><span itemprop="itemListElement">Incident status</span></b></p>
<ul><li itemprop="description">Incident status values could be for example "Raised", "Open", "Resolved", "Closed", ...</li></ul>
<p><b><span itemprop="itemListElement">Incident recording</span></b></p>
<ul><li itemprop="description">Date and time of incident recording.</li></ul>
<p><b><span itemprop="itemListElement">Incident occurrence</span></b></p>
<ul><li itemprop="description">Date and time of incident occurrence.</li></ul>
<p><b><span itemprop="itemListElement">Source and method of notification</span></b></p>
<ul><li itemprop="description">E.g. telephone, e-mail, intranet portal, event monitoring system.</li></ul>
<p><b><span itemprop="itemListElement">Contact information</span></b></p>
<ul><li itemprop="description">Caller/ user contact information and callback method.</li></ul>
<p><b><span itemprop="itemListElement">Authorization information</span></b></p>
<ul><li itemprop="description">If applicable, details on how it has been established that the requester is authorized to raise the incident.</li></ul>
<p><b><span itemprop="itemListElement">Incident owner</span></b></p>
<ul><li itemprop="description">The incident owner retains overall responsibility for the resolution of the incident, even if it is assigned during its lifecycle to other support agents or groups to perform specific tasks.</li></ul>
<p><b><span itemprop="itemListElement">Assignment</span></b></p>
<ul><li itemprop="description">Agent or support group to which the incident is assigned. This assignment may change during the lifecycle of the incident.</li></ul>
<p><b><span itemprop="itemListElement">Incident classification</span></b></p>
<ul><li itemprop="description">Incident classification is a way to add tags to incidents which are instrumental in assigning them to the appropriate support agent or group, as well as in the creation of statistics and the analysis of historical incidents.</li></ul>
<p><b><span itemprop="itemListElement">Incident categorization</span></b></p>
<ul><li itemprop="description">Classification schemes may vary between different organizations, but incidents are often classified by<br>&bull; Service(s) affected<br>&bull; Customer(s) affected<br>&bull; Location(s) affected<br>&bull; Infrastructure component(s) and sub-component(s) (i.e. configuration items) affected<br>&bull; Type of symptom (e.g. "Hardware defect", "Software defect", "Slow performance", "Security issue", ...).</li></ul>
<p><b><span itemprop="itemListElement">Symptoms</span></b></p>
<ul><li itemprop="description">Description of symptoms.</li></ul>
<p><b><span itemprop="itemListElement">Priority</span></b></p>
<ul><li itemprop="description">Priority is often expressed in priority codes like "Critical", "High", "Medium", "Low", "Very low"). Priority is the result from the combination of urgency and impact where<br>&bull; Urgency is a measure of the available time until the resolution of the incident<br>&bull; Impact is a measure of the (potential) damage to the business.<br>For an example for a prioritization scheme, refer to the checklist "Incident and Service Request Policy".<br>For recurring incidents, rules for prioritizing the incidents are typically defined in or coded into the corresponding incident models.</li></ul>
<p><b><span itemprop="itemListElement">Major incident flag</span></b></p>
<ul><li itemprop="description">This flag indicates that an incident is treated as a major incident.</li></ul>
<p><b><span itemprop="itemListElement">Target time for incident resolution</span></b></p>
<ul><li itemprop="description">This is the target time as committed in the applicable service definitions and agreements. Target resolution times are typically determined based on the incident’s priority.</li></ul>
<p><b><span itemprop="itemListElement">Incident model(s)</span></b></p>
<ul><li itemprop="description">Applicable incident model(s).</li></ul>
<p><b><span itemprop="itemListElement">Links to related incident records</span></b></p>
<ul><li itemprop="description">If similar outstanding incidents exist to which the new incident can be attributed in this case, one incident is usually declared the "master incident".</li></ul>
<p><b><span itemprop="itemListElement">Links to related event records</span></b></p>
<ul><li itemprop="description">If the incident has been raised following an event detected by an event monitoring system.</li></ul>
<p><b><span itemprop="itemListElement">Links to related problem records</span></b></p>
<ul><li itemprop="description">If any problems exist which are related to the incident at hand in particular, a problem record can contain a suitable workaround.</li></ul>
<p><b><span itemprop="itemListElement">Links to related change records</span></b></p>
<ul><li itemprop="description">If any change requests were submitted during incident resolution.<br>&bull; If the incident is linked to a (recently implemented) change.</li></ul>
<p><b><span itemprop="itemListElement">Functional escalations</span></b></p>
<ul><li itemprop="description">Functional escalations (changes in the assignment of the incident to particular support agents or groups) must be recorded.</li></ul>
<p><b><span itemprop="itemListElement">Hierarchic escalations</span></b></p>
<ul><li itemprop="description">High-priority or delayed incidents usually trigger hierarchic escalations, for example to top management. Such escalations must be recorded.</li></ul>
<p><b><span itemprop="itemListElement">Status changes</span></b></p>
<ul><li itemprop="description">This section records incident status changes (for example from "open" to "resolved").</li></ul>
<p><b><span itemprop="itemListElement">Activity log/ tasks assigned to the incident</span></b></p>
<ul><li itemprop="description">Most applications for managing incidents allow maintaining a simple log of steps carried out to resolve the incident. Some systems, however, also provide the means to assign "tasks" to incidents. Akin to the incidents they are assigned to, tasks are typically characterized by properties like name, description, owner, priority, etc. and contain a status history and activity log of their own.</li></ul>
<p><b><span itemprop="itemListElement">Incident closure</span></b></p>
<ul><li itemprop="description">Closure information.</li></ul>
<p><b><span itemprop="itemListElement">Resolution type</span></b></p>
<ul><li itemprop="description">Elimination of the underlying cause vs. application of a workaround. If the incident was resolved by applying a workaround: Indication of the applied workaround.</li></ul>
<p><b><span itemprop="itemListElement">Problems raised</span></b></p>
<ul><li itemprop="description">A problem record must be raised, for example<br>&bull; If the incident is likely to recur and preventive action is necessary<br>&bull; If the incident has not been completely understood<br>&bull; If a new workaround has been devised during incident resolution.</li></ul>
<p><b><span itemprop="itemListElement">Customer feedback</span></b></p>
<ul><li itemprop="description">Confirmation from the customer or user that the incident has been resolved results from a satisfaction survey if one has been conducted.</li></ul>
<p><b><span itemprop="itemListElement">Additional information</span></b></p>
<ul><li itemprop="description">Notes and additional information.</li></ul>
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===Remark===
====Service definition====
<hr>
A service definition specifies the service properties, in particular the offered functionality and the guaranteed service levels. Service definitions also describe how the organization's resources are used in order to provide the service.
*For particular types of recurring incidents, incident models describe how the incidents are to be resolved. In many cases, the handling of such incidents is supported by appropriately configured incident management tools (for example, there may be short-cuts to easily create certain types of incident records).
*The classification of incidents and problems should use the same scheme in order to support matching between incidents and problems - which is important, for example, for the identification of known errors and available workarounds during the resolution of an incident.


[[Service Definition - Template|&#8594; Checklist: Service definition ...]]
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<p>&nbsp;</p>


== Notes ==
==Notes==
Is based on: YaSM "Incident record" template from the [https://yasm.com/en/products/yasm-process-map YaSM Process Map].
 
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Revision as of 18:08, 1 June 2023

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These service management checklists (document templates) provide detailed explanations of the various documents and records ('data objects') which are produced by the YaSM service management processes.

 


Document templates

Each checklist describes the typical contents of a YaSM document or record. The service management checklists are generic, and applicable to most organizations; they can be used as templates in many cases when specific service management documents need to be created for a particular organization.

The YaSM® Process Map contains a total of 95 checklists:

  • 76 checklists (one for every YaSM data object) exemplify what data or information is contained in the different documents and records generated by the YaSM processes.
  • There is also a set of 19 checklists for the service management policies.

Here in the YaSM Wiki we provide you with the most frequently requested service management templates from the YaSM Process Map free of charge.

Checklists for the service lifecycle processes

Incident record template

An incident record is a set of data with all details of a service incident, documenting the history of the incident from registration to closure.

→ Details: Incident record ...

Problem record template

A problem record is a set of data with all details of a problem, documenting the history of the problem from registration to closure.

→ Details: Problem record ...

Service quality report

A service quality report gives insight into the service provider's ability to deliver the agreed service quality. Most importantly, it reports on the service levels achieved in relation to the agreed targets, as specified in the service definitions.

→ Document template: Service quality report ...

Service improvement plan - SIP

The service improvement plan (SIP) is used to manage service improvement initiatives and report on their status throughout their lifecycle. There may be one service improvement plan for all services or dedicated plans for the various services managed by the service provider.

→ Checklist: Service improvement plan ...

Checklists for the supporting processes

Service portfolio template

The service portfolio represents a complete list of all services managed by the service provider.

→ Details: Service portfolio ...

Service definition

A service definition specifies the service properties, in particular the offered functionality and the guaranteed service levels. Service definitions also describe how the organization's resources are used in order to provide the service.

→ Checklist: Service definition ...

 

Notes

By:  Stefan Kempter Author: Stefan Kempter, IT Process Maps GbR  and  Andrea Kempter Contributor: Andrea Kempter, IT Process Maps GbR, IT Process Maps.

 

Document templates  › Checklists for the service lifecycle processes  › Checklists for the supporting processes

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