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==The YaSM® Service Management Wiki - a complete introduction to service management concepts, frameworks and processes.== | ==<span style="font-weight: bold; color:#004260;">The YaSM® Service Management Wiki - a complete introduction to service management concepts, frameworks and processes.</span>== | ||
<html><div style="float:right;"><div itemscope itemtype="https://schema.org/ImageObject"> | <html><div style="float:right;"><div itemscope itemtype="https://schema.org/ImageObject"> | ||
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<meta itemprop="datePublished" content="2014-08-02" /> | <meta itemprop="datePublished" content="2014-08-02" /> | ||
<meta itemprop="dateModified" content="2021-10-29" /> | <meta itemprop="dateModified" content="2021-10-29" /> | ||
<img itemprop="contentUrl" style="margin: | <img itemprop="contentUrl" style="margin:0px 20px 10px 20px;" srcset="https://yasm.com/wiki/en/img/300px/yasm-wiki.png 300w, https://yasm.com/wiki/en/img/yasm-wiki.png 720w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-wiki.png" width="300" height="393" title="YaSM Service Management Wiki" alt="The YaSM Service Management Wiki - a complete introduction to service management concepts, frameworks and processes. - Logo of the Service Management Wiki" /> | ||
<div class="thumbcaption" style="margin:0px 0px 20px | <div class="thumbcaption" style="margin:0px 0px 20px 20px;"><span itemprop="caption">YaSM<sup><small>®</small></sup> Wiki - <span style="color:#004260;"><b>The Service Management Wiki</b></span></span></div> | ||
</div></div></html> | </div></div></html> | ||
__NOTOC__ | __NOTOC__ | ||
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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:# | ===<span style="font-size:90%; font-weight: bold; color:#004260;">The YaSM service management model</span>=== | ||
<html><a href="https://yasm.com/en/" title="YaSM: Main page">YaSM</a> ('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> ('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> | ||
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<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> | <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:# | ===<span style="font-size:90%; font-weight: bold; color:#004260;">Where to start with YaSM?</span>=== | ||
<html><p | <html><p>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 service management on a single page.</li> | <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: | <p style="margin-bottom: 10px;">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> | ||
===<span style="color:# | ===<span style="font-size:100%; font-weight: bold; color:#004260;padding-top: 5px;">Contents of the Wiki</span>=== | ||
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<div style="float:left; margin-right:1%; margin-top: 10px; width:48%; border: 1px solid #c7c7c7; min-width:150px; word-wrap:normal;"> | |||
<h4 style="background:# | <h4 style="background:#465674; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">YaSM service management</h4> | ||
<div style="padding-left:5pt; padding-right:5pt"> | <html><div style="padding-left:5pt; padding-right:5pt"> | ||
<ul style="margin-top: 17px;"> | <ul style="margin-top: 17px;"> | ||
<li style="margin-top: 7px;"><a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="YaSM service management processes">Service management processes</a></li> | <li style="margin-top: 7px;"><a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="YaSM service management processes">Service management processes</a></li> | ||
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<li style="margin-left: 15px;"><a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes#Supporting_processes" title="Service management: Supporting processes">Supporting processes</a></li> | <li style="margin-left: 15px;"><a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes#Supporting_processes" title="Service management: Supporting processes">Supporting processes</a></li> | ||
<li style="margin-left: 15px;"><a href="https://yasm.com/wiki/en/index.php/Service_Management_Metrics" title="YaSM service management process metrics">Process metrics (KPIs)</a></li> | <li style="margin-left: 15px;"><a href="https://yasm.com/wiki/en/index.php/Service_Management_Metrics" title="YaSM service management process metrics">Process metrics (KPIs)</a></li> | ||
<li style="margin- | <li style="margin-top: 7px;"><a href="https://yasm.com/wiki/en/index.php/YaSM_Glossary" title="YaSM service management glossary">Service management glossary</a></li> | ||
<li style="margin-left: 15px;"><a href="https://yasm.com/wiki/en/index.php/YaSM_Data_Model" title="YaSM data model">YaSM data model</a></li> | <li style="margin-left: 15px;"><a href="https://yasm.com/wiki/en/index.php/YaSM_Data_Model" title="YaSM data model">YaSM data model</a></li> | ||
<li style="margin-left: 15px;"><a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" title="YaSM service management checklists & document templates">Checklists and document templates</a></li> | <li style="margin-left: 15px;"><a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" title="YaSM service management checklists & document templates">Checklists and document templates</a></li> | ||
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<li style="margin-top: 7px;"><a href="https://yasm.com/wiki/en/index.php/YaSM_Concepts" title="YaSM service management key concepts">YaSM key concepts</a> | <li style="margin-top: 7px;"><a href="https://yasm.com/wiki/en/index.php/YaSM_Concepts" title="YaSM service management key concepts">YaSM key concepts</a> | ||
</ul><hr style="margin: 10px 0;" /> | </ul><hr style="margin: 10px 0;" /> | ||
<p style="margin-left: 10px; font-weight: bold; color: # | <p style="margin-left: 10px; font-weight: bold; color:#004260;">YaSM projects</p> | ||
<ul> | <ul> | ||
<li><a href="https://yasm.com/wiki/en/index.php/Service_Management_Project_-_Roadmap" title="Service management projects - a roadmap">Service management projects - a roadmap</a></li> | <li><a href="https://yasm.com/wiki/en/index.php/Service_Management_Project_-_Roadmap" title="Service management projects - a roadmap">Service management projects - a roadmap</a></li> | ||
</ul><br> | </ul><br> | ||
</div></div> | </div></html></div> | ||
<div style="float:left; margin-right:1%; margin-top: 10px; width:48%; border: 1px solid #c7c7c7; min-width:150px; word-wrap:normal;"> | <div style="float:left; margin-right:1%; margin-top: 10px; width:48%; border: 1px solid #c7c7c7; min-width:150px; word-wrap:normal;"> | ||
<h4 style="background:# | <html><h4 style="background:#465674; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">YaSM and other practices</h4> | ||
<div style="padding-left:5pt; padding-right:5pt"> | <div style="padding-left:5pt; padding-right:5pt"> | ||
<p style="margin-top: 17px; margin-left: 10px; font-weight: bold; color: # | <p style="margin-top: 17px; margin-left: 10px; font-weight: bold; color:#004260;">YaSM and ...</p> | ||
<ul> | <ul> | ||
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000" title="YaSM and ISO/IEC 20000">ISO 20000</a></li> | <li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000" title="YaSM and ISO/IEC 20000">ISO 20000</a></li> | ||
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</ul> | </ul> | ||
<hr style="margin: 10px 0;" /> | <hr style="margin: 10px 0;" /> | ||
<p style="margin-top: 17px; margin-left: 10px; font-weight: bold; color: # | <p style="margin-top: 17px; margin-left: 10px; font-weight: bold; color:#004260;">YaSM and 'progressive' practices</p> | ||
<ul> | <ul> | ||
<li><a href="https://yasm.com/wiki/en/index.php/DevOps_and_YaSM" title="YaSM and DevOps">DevOps</a> | <a href="https://yasm.com/wiki/en/index.php/YaSM_and_Agile_Service_Management" title="YaSM and Agile Service_Management">Agile</a> | <a href="https://yasm.com/wiki/en/index.php/YaSM_and_Lean_Service_Management" title="YaSM and Lean Service_Management">Lean</a></li> | <li><a href="https://yasm.com/wiki/en/index.php/DevOps_and_YaSM" title="YaSM and DevOps">DevOps</a> | <a href="https://yasm.com/wiki/en/index.php/YaSM_and_Agile_Service_Management" title="YaSM and Agile Service_Management">Agile</a> | <a href="https://yasm.com/wiki/en/index.php/YaSM_and_Lean_Service_Management" title="YaSM and Lean Service_Management">Lean</a></li> | ||
</ul><br> | </ul><br> | ||
</div></div><br style="clear:both;"/> | </div></html></div><br style="clear:both;"/> | ||
<div style="float:left; margin-right:1%; margin-top: 20px; width:48%; border: 1px solid #c7c7c7; min-width:150px; word-wrap:normal;"> | <div style="float:left; margin-right:1%; margin-top: 20px; width:48%; border: 1px solid #c7c7c7; min-width:150px; word-wrap:normal;"> | ||
<h4 style="background:# | <h4 style="background:#D2EAEC; color:#004260; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">YaSM videos</h4> | ||
<div style="padding-left:5pt; padding-right:5pt"> | <html><div style="padding-left:5pt; padding-right:5pt"> | ||
<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><a href="https://yasm.com/en/videos/introduction-yasm" title="Video: Introduction to YaSM">Introduction to YaSM</a></li> | <li><a href="https://yasm.com/en/videos/introduction-yasm" title="Video: Introduction to YaSM">Introduction to YaSM</a></li> | ||
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</ul> | </ul> | ||
<br> | <br> | ||
</div></div> | </div></html></div> | ||
<div style="float:left; margin-right:1%; margin-top: 20px; width:48%; border: 1px solid #c7c7c7; min-width:150px; word-wrap:normal;"> | <div style="float:left; margin-right:1%; margin-top: 20px; width:48%; border: 1px solid #c7c7c7; min-width:150px; word-wrap:normal;"> | ||
<h4 style="background:# | <h4 style="background:#D2EAEC; color:#004260; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">YaSM video series</h4> | ||
<div style="padding-left:5pt; padding-right:5pt"> | <html><div style="padding-left:5pt; padding-right:5pt"> | ||
<p style="margin-left: 10px; font-weight: bold; color: # | <p style="margin-left: 10px; font-weight: bold; color:#004260;">The simple principles of good service management</p> | ||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 15px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 15px;"> | ||
<li><a href="https://yasm.com/en/videos/customer-service-management-yasm" title="Video: Customer service management">The customer is king</a></li> | <li><a href="https://yasm.com/en/videos/customer-service-management-yasm" title="Video: Customer service management">The customer is king</a></li> | ||
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<li><a href="https://yasm.com/en/videos/service-strategy-yasm-strategic-processes" title="Video: YaSM service strategy">Without a strategy, you cannot take the long view</a></li> | <li><a href="https://yasm.com/en/videos/service-strategy-yasm-strategic-processes" title="Video: YaSM service strategy">Without a strategy, you cannot take the long view</a></li> | ||
</ul><br> | </ul><br> | ||
</div></div><br style="clear:both;"/> | </div></html></div><br style="clear:both;"/> | ||
<div style="float:left; margin-right:1%; margin-top: 20px; width:48%; border: 1px solid #c7c7c7; min-width:150px; word-wrap:normal;"> | <div style="float:left; margin-right:1%; margin-top: 20px; width:48%; border: 1px solid #c7c7c7; min-width:150px; word-wrap:normal;"> | ||
<h4 style="background:# | <h4 style="background:#E4EEF4; color:#004260; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">All about ISO 20000 and ISO 20000:2018</h4> | ||
<div style="padding-left:5pt; padding-right:5pt"> | <html><div style="padding-left:5pt; padding-right:5pt"> | ||
<ul style="margin-top: 17px;"> | <ul style="margin-top: 17px;"> | ||
<li style="margin-top: 7px;"><a href="https://yasm.com/wiki/en/index.php/ISO_20000" title="What is ISO 20000?">Introduction to ISO 20000</a>, the international standard for service management</li> | <li style="margin-top: 7px;"><a href="https://yasm.com/wiki/en/index.php/ISO_20000" title="What is ISO 20000?">Introduction to ISO 20000</a>, the international standard for service management</li> | ||
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<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 15px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 15px;"> | ||
<li><a href="https://yasm.com/en/videos/yasm-iso-20000-bridge" title="Video: YaSM and ISO 20000 | The YaSM - ISO 20000 Bridge">Video: YaSM and ISO 20000:2018</a></li></ul> | <li><a href="https://yasm.com/en/videos/yasm-iso-20000-bridge" title="Video: YaSM and ISO 20000 | The YaSM - ISO 20000 Bridge">Video: YaSM and ISO 20000:2018</a></li></ul> | ||
<br></div></div> | <br></div></html></div> | ||
<div style="float:left; margin-right:1%; margin-top: 20px; width:48%; border: 1px solid #c7c7c7; min-width:150px; word-wrap:normal;"> | <div style="float:left; margin-right:1%; margin-top: 20px; width:48%; border: 1px solid #c7c7c7; min-width:150px; word-wrap:normal;"> | ||
<h4 style="background:# | <h4 style="background:#E4EEF4; color:#004260; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">All about ITIL and ITIL 4</h4> | ||
<div style="padding-left:5pt; padding-right:5pt"> | <html><div style="padding-left:5pt; padding-right:5pt"> | ||
<ul style="margin-top: 17px;"> | <ul style="margin-top: 17px;"> | ||
<li style="margin-top: 7px;"><a href="https://yasm.com/wiki/en/index.php/ITIL" title="What is ITIL?">Introduction to ITIL</a><sup><small>®</small></sup>, de-facto standard for IT service management (ITSM)</li> | <li style="margin-top: 7px;"><a href="https://yasm.com/wiki/en/index.php/ITIL" title="What is ITIL?">Introduction to ITIL</a><sup><small>®</small></sup>, de-facto standard for IT service management (ITSM)</li> | ||
<li><a href="https://yasm.com/wiki/en/index.php/ITIL#ITIL_4" title="What is ITIL 4?">The new edition of ITIL 4</a></li> | <li><a href="https://yasm.com/wiki/en/index.php/ITIL#ITIL_4" title="What is ITIL 4?">The new edition of ITIL 4</a></li> | ||
<li><span style="color:# | <li><span style="color:#004260;"><b>New:</b></span> <a href="https://yasm.com/wiki/en/index.php/ITIL_4_vs_ITIL_V3" title="ITIL 4 vs. ITIL V3">Detailed mapping between ITIL V3 and ITIL 4</a></li> | ||
<li><a href="https://yasm.com/wiki/en/index.php/ITIL_Lite_and_YaSM" title="Is YaSM 'ITIL Lite' or 'Lean ITIL'?">ITIL Lite and lean ITIL</a></li> | <li><a href="https://yasm.com/wiki/en/index.php/ITIL_Lite_and_YaSM" title="Is YaSM 'ITIL Lite' or 'Lean ITIL'?">ITIL Lite and lean ITIL</a></li> | ||
<li><a href="https://yasm.com/wiki/en/index.php/Alternatives_to_ITIL" title="Alternatives to ITIL and ITIL 4">Alternatives to ITIL</a></li></ul> | <li><a href="https://yasm.com/wiki/en/index.php/Alternatives_to_ITIL" title="Alternatives to ITIL and ITIL 4">Alternatives to ITIL</a></li></ul> | ||
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<li><a href="https://yasm.com/en/videos/yasm-itil" title="Video: YaSM and the IT Infrastructure Library ITIL (ITIL 4)">Video: YaSM and ITIL (ITIL 4)</a></li></ul> | <li><a href="https://yasm.com/en/videos/yasm-itil" title="Video: YaSM and the IT Infrastructure Library ITIL (ITIL 4)">Video: YaSM and ITIL (ITIL 4)</a></li></ul> | ||
<br> | <br> | ||
</div></div><br style="clear:both;"/> | </div></html></div><br style="clear:both;"/> | ||
<p> </p> | <p> </p> | ||
<div style="float:left; border: 1px solid #c7c7c7; min-width:230px; width: 98%; margin-left: 5px; margin-right: 5px; margin-bottom: 5px;"> | <div style="float:left; border: 1px solid #c7c7c7; min-width:230px; width: 98%; margin-left: 5px; margin-right: 5px; margin-bottom: 5px;"> | ||
<h4 style="background:# | <h4 style="background:#ECF3F8; color:#004260; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">More about service management</h4> | ||
<div style="padding-left:5pt; padding-right:5pt; padding-top: 5px; padding-bottom: 10px;"> | <html><div style="padding-left:5pt; padding-right:5pt; padding-top: 5px; padding-bottom: 10px;"> | ||
<p><ul> | <p><ul> | ||
<li><a href="https://yasm.com/wiki/en/index.php/Service" title="What is a service, and what are the common types of services?">What is a service</a>, and <a href="https://yasm.com/wiki/en/index.php/Service_Management" title="What is service management?">what is service management</a>?</li> | <li><a href="https://yasm.com/wiki/en/index.php/Service" title="What is a service, and what are the common types of services?">What is a service</a>, and <a href="https://yasm.com/wiki/en/index.php/Service_Management" title="What is service management?">what is service management</a>?</li> | ||
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<li>Business services and <a href="https://yasm.com/wiki/en/index.php/Enterprise_Service_Management_(ESM)_and_YaSM" title="Enterprise Service Management (ESM) and YaSM">enterprise service management (ESM)</a></li></ul> | <li>Business services and <a href="https://yasm.com/wiki/en/index.php/Enterprise_Service_Management_(ESM)_and_YaSM" title="Enterprise Service Management (ESM) and YaSM">enterprise service management (ESM)</a></li></ul> | ||
<hr style="margin: 10px 0;" /> | <hr style="margin: 10px 0;" /> | ||
<ul><li><span style="color:# | <ul><li><span style="color:#004260;"><b>News:</b></span> <a href="https://yasm.com/wiki/en/index.php/YaSM_Service_Management_News" title="News: Service Management (ESM, ITSM) and ISO 20000">Service management news</a></li></ul> | ||
</div></div><br style="clear:both;"/> | </div></html></div><br style="clear:both;"/> | ||
<p> </p> | <p> </p> | ||
<div style="float:left; border: 1px solid #c7c7c7; min-width:230px;"> | <div style="float:left; border: 1px solid #c7c7c7; min-width:230px;"> | ||
<h3 style="background:# | <h3 style="background:#465674; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">The YaSM manifesto</h3> | ||
<div style="padding-left:5pt; padding-right:5pt; padding-top: 5px; padding-bottom: 10px;"> | <html><div style="padding-left:5pt; padding-right:5pt; padding-top: 5px; padding-bottom: 10px;"> | ||
<p><ul> | <p><ul> | ||
<li>YaSM stands for "Yet another Service Management Model | <li>YaSM stands for <span style="color:#004260;"><b>'Yet another Service Management Model'</b></span>.</li> | ||
<li>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.</li> | <li>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.</li> | ||
<li>The contents of the YaSM Service Management Wiki are and will always be available for free. You may use and share those contents provided you give appropriate credit (see the <a href="https://creativecommons.org/licenses/by-nd/4.0/deed.en" title="https://creativecommons.org/licenses/by-nd/4.0/deed.en (CC BY-ND 4.0)">full Creative Commons license</a>).</li></ul> | <li>The contents of the YaSM Service Management Wiki are and will always be available for free. You may use and share those contents provided you give appropriate credit (see the <a href="https://creativecommons.org/licenses/by-nd/4.0/deed.en" title="https://creativecommons.org/licenses/by-nd/4.0/deed.en (CC BY-ND 4.0)">full Creative Commons license</a>).</li></ul> | ||
</div></div><br style="clear:both;"/> | </div></html></div><br style="clear:both;"/> | ||
<p> </p> | <p> </p> | ||
<div style="float:left; width:100%; border: 1px solid #c7c7c7; min-width:230px;"> | <div style="float:left; width:100%; border: 1px solid #c7c7c7; min-width:230px;"> | ||
<h3 style="background:# | <h3 style="background:#EAF9F6; color:#004260; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%; font-weight: bold;">Articles and news</h3> | ||
<div style="padding-left:5pt; padding-right:10pt; padding-top: 5px; padding-bottom: 5px;"> | <html><div style="padding-left:5pt; padding-right:10pt; padding-top: 5px; padding-bottom: 5px;"> | ||
< | <h5 style="color:#004260; padding-left:5pt;"><b><span class="mw-headline" id="YaSM_articles">YaSM articles</span></b></h5> | ||
<a href="https://yasm.com/wiki/en/index.php/YaSM_Service_Management_News"><img srcset="https://yasm.com/wiki/en/img/yasm-service-management/480px/service-management-blog-yasm-2x1.jpg 480w, https://yasm.com/wiki/en/img/yasm-service-management/service-management-blog-yasm-2x1.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-service-management/service-management-blog-yasm-2x1.jpg" width=" | <a href="https://yasm.com/wiki/en/index.php/YaSM_Service_Management_News"><img srcset="https://yasm.com/wiki/en/img/yasm-service-management/480px/service-management-blog-yasm-2x1.jpg 480w, https://yasm.com/wiki/en/img/yasm-service-management/service-management-blog-yasm-2x1.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-service-management/service-management-blog-yasm-2x1.jpg" decoding="async" width="480" height="240" 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; 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> | <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> | ||
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<li><a href="https://yasm.com/en/news/free-service-management-resources" title="Launch of the free YaSM Wiki">Launch of the free YaSM Wiki</a>, 2014.</li></ul> | <li><a href="https://yasm.com/en/news/free-service-management-resources" title="Launch of the free YaSM Wiki">Launch of the free YaSM Wiki</a>, 2014.</li></ul> | ||
< | <h5 style="color:#004260; padding-left:5pt; padding-top: 15px;"><b><span class="mw-headline" id="YaSM_news">YaSM news</span></b></h5> | ||
<ul><li><a href="https://yasm.com/wiki/en/index.php/YaSM_Service_Management_News" title="YaSM Service Management News">News: Service Management Wiki and YaSM model</a></li></ul> | <ul><li><a href="https://yasm.com/wiki/en/index.php/YaSM_Service_Management_News" title="YaSM Service Management News">News: Service Management Wiki and YaSM model</a></li></ul> | ||
</div></div></html><br style="clear:both;"/> | </div></div></html><br style="clear:both;"/> | ||
<p> </p> | <p> </p> | ||
===<span style=" | ===<span style="font-size:100%; font-weight: bold; color:#004260;">Topics covered in this Wiki</span>=== | ||
---- | ---- | ||
<html><div style="padding-left:5pt; padding-right:5pt; padding-top: 5px; padding-bottom: 5px;"> | <html><div style="padding-left:5pt; padding-right:5pt; padding-top: 5px; padding-bottom: 5px;"> | ||
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<meta itemprop="keywords" content="Service Management Wiki" /> | <meta itemprop="keywords" content="Service Management Wiki" /> | ||
<meta itemprop="keywords" content="ISO 20000 Wiki" /> | <meta itemprop="keywords" content="ISO 20000 Wiki" /> | ||
<img itemprop="thumbnailUrl" style="margin:5px 0px 30px 30px; float:right;" srcset="https://yasm.com/wiki/en/img/yasm-wiki/480px/yasm-service-management-wiki.jpg 480w, https://yasm.com/wiki/en/img/yasm-wiki/yasm-service-management-wiki.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-wiki/yasm-service-management-wiki.jpg" width=" | <img itemprop="thumbnailUrl" style="margin:5px 0px 30px 30px; float:right;" srcset="https://yasm.com/wiki/en/img/yasm-wiki/480px/yasm-service-management-wiki.jpg 480w, https://yasm.com/wiki/en/img/yasm-wiki/yasm-service-management-wiki.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-wiki/yasm-service-management-wiki.jpg" decoding="async" width="480" height="275" 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> | <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> | ||
<html>Topics covered in the < | <html>Topics covered in the <b><span style="color:#004260;">YaSM Wiki</span></b> include:</html> | ||
* <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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* Overview: [[#Contents_of_the_Wiki|All topics]].<br style="clear:both;"/> | * Overview: [[#Contents_of_the_Wiki|All topics]].<br style="clear:both;"/> | ||
===<span style="color:# | ===<span style="font-size:100%; font-weight: bold; color:#004260; padding-top: 20px;">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 ➔ <a href="https://yasm.com/wiki/de/index.php/Hauptseite" title="YaSM Service-Management-Wiki (Deutsch)">German</a>.</p> | <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 ITIL® Wiki. The YaSM model and the Service Management Wiki were established in 2014; the wiki is available in English and ➔ <a href="https://yasm.com/wiki/de/index.php/Hauptseite" title="YaSM Service-Management-Wiki (Deutsch)">German</a>.</p> | ||
<html>< | <html><h5 style="color:#004260; padding-left:5pt; padding-top: 15px;"><b>Trademarks | Authors</b></h5> | ||
<p style="padding-left:5pt;"><span id="YaSM">[1] YaSM<sup><small>®</small></sup> is a registered trademark of IT Process Maps GbR.</span><br /> | <p style="padding-left:5pt;"><span id="YaSM">[1] YaSM<sup><small>®</small></sup> is a registered trademark of IT Process Maps GbR.</span><br /> | ||
<span id="ITIL">[2] ITIL<sup><small>®</small></sup> and IT Infrastructure Library<sup><small>®</small></sup> are registered trademarks of AXELOS Limited.</span><br /> | <span id="ITIL">[2] ITIL<sup><small>®</small></sup> and IT Infrastructure Library<sup><small>®</small></sup> are registered trademarks of AXELOS Limited.</span><br /> | ||
Revision as of 16:26, 24 February 2024
The YaSM® Service Management Wiki - a complete introduction to service management concepts, frameworks and processes.
YaSM® Wiki - The Service Management Wiki
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®, FitSM, COBIT®, 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.
The family of YaSM products includes:
- The YaSM Process Map, a complete process model for service management, that is available for MS Visio®, BIC / BIC Process Design®, ARIS™ and as BPMN-XML documents,
- 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 of the Wiki
YaSM service management
YaSM and other practices
YaSM videos
YaSM video series
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 / FitSM / 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 Service Management 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
Topics covered in the YaSM Wiki 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 ITIL® 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] FitSM is published under a Creative Commons Attribution 4.0 International (CC BY 4.0) license.
[8] SIAM™ is a registered trade mark of EXIN.
[9] 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
