YaSM Concepts: Difference between revisions
From YaSM Service Management Wiki
No edit summary |
No edit summary |
||
| Line 1: | Line 1: | ||
<itpmch><title>YaSM Concepts | YaSM Service Management Wiki</title> | <itpmch><title>YaSM Concepts | YaSM Service Management Wiki</title> | ||
<meta name="keywords" content="yasm concepts, | <meta name="keywords" content="yasm concepts, service management concepts, understanding yasm" /> | ||
<meta name="description" content="This chapter provides detailed information on 3 important YaSM concepts which are used in many YaSM service management processes." /> | <meta name="description" content="This chapter provides detailed information on 3 important YaSM concepts which are used in many YaSM service management processes." /> | ||
<meta property="og:url" content="https://yasm.com/wiki/en/index.php/YaSM_Concepts" /> | |||
<meta property="og:title" content="YaSM Concepts | YaSM Service Management Wiki" /> | |||
<meta property="og:description" content="This chapter provides detailed information on 3 important YaSM concepts which are used in many YaSM service management processes." /> | |||
<meta property="og:site_name" content="YaSM"> | |||
<meta property="og:type" content="article" /> | |||
<meta property="fb:admins" content="100002035253209" /> | |||
<meta property="fb:admins" content="100002592864414" /> | |||
<meta property="og:image" content="https://yasm.com/wiki/en/img/yasm-concept/Yasm-concepts.jpg" /> | |||
<meta property="og:image:width" content="296" /> | |||
<meta property="og:image:height" content="305" /> | |||
<link href="https://plus.google.com/104150539756444616711/posts" rel="publisher" /> | |||
</itpmch> | </itpmch> | ||
<html> | <html><a href="https://yasm.com/wiki/de/index.php/YaSM-Konzepte"><img src="https://yasm.com/wiki/en/img/yasm-wiki/yasm-wiki-deutsch.png" width="48" height="30" style="float:right;" alt="auf Deutsch" title="diese Seite auf Deutsch" /></a><br style="clear:both;"/> | ||
<a href="https://yasm.com/wiki/de/index.php/YaSM-Konzepte"><img src="https://yasm.com/wiki/en/img/yasm-wiki/yasm-wiki-deutsch.png" width="48" height="30" style="float:right;" alt="auf Deutsch" title="diese Seite auf Deutsch" /></a><br style="clear:both;"/> | |||
<p> </p> | <p> </p> | ||
<div itemscope itemtype="https://schema.org/ImageObject" | |||
<p><span itemprop="description">This chapter provides detailed information on <i>three important | <div itemscope itemtype="https://schema.org/ImageObject"> | ||
<a href="https://yasm.com/wiki/en/img/yasm-concept/Yasm-concepts.jpg" title="Important YaSM concepts or principles" itemprop="contentUrl"> | |||
<img style="margin:5px 0px 30px 30px; float:right;" src="https://yasm.com/wiki/en/img/yasm-concept/Yasm-concepts.jpg" width="296" height="305" title="Important YaSM concepts or principles" alt="Understanding YaSM: 3 important service management concepts or principles" /> | |||
<meta itemprop="caption" content="3 important YaSM service management concepts." /> | |||
<meta itemprop="width" content="296" /> | |||
<meta itemprop="height" content="305" /> | |||
<meta itemprop="keywords" content="yasm concepts" /> | |||
<meta itemprop="keywords" content="service management concepts" /></a></div> | |||
<p><span id="md-webpage-description" itemprop="description">This chapter provides detailed information on <i>three important YaSM concepts (or principles)</i> which are used in many YaSM processes. Understanding these service management concepts will be helpful for understanding how YaSM and the YaSM processes work.</span></p> | |||
<p>These are the concepts in question:</html> | <p>These are the concepts in question:</html> | ||
| Line 15: | Line 34: | ||
==<span id="yasm-concept-1">The service portfolio, service definitions and service catalogs</span>== | ==<span id="yasm-concept-1">The service portfolio, service definitions and service catalogs</span>== | ||
Every service provider needs a precise understanding of the services it provides and the interdependencies between those services - otherwise it will be very difficult to manage those services. | |||
In this respect, YaSM is aligned with the most widely used service management frameworks and recommends maintaining a service portfolio that provides a complete overview of all services, and possibly one or several service catalogs for the customers. The detailed service properties are documented in service definitions. | |||
→ Details: [[Service Portfolio, Service Definitions and Service Catalogs|The service portfolio, service definitions and service catalogs]] | |||
<p> </p> | <p> </p> | ||
| Line 25: | Line 44: | ||
==<span id="yasm-concept-2">Customer vs. operational service definitions and agreements</span>== | ==<span id="yasm-concept-2">Customer vs. operational service definitions and agreements</span>== | ||
Services in the service portfolio may be "customer services" (services offered to customers) or "supporting services" (services visible only inside the service provider organization which are used as building blocks for the customer services). | |||
For example, if a service provider offers a "web site hosting" service to its clients, this customer service will often be based on a number of internal supporting services, such as "network infrastructure management service", "server management service", etc. | |||
Ultimately, the service provider must deliver the customer services as agreed with the customers. Since the customer services are based on supporting services, this can only work if the supporting services are aligned with the requirements of the customer services and delivered as specified. | |||
This means the service provider will need to | |||
*Define and agree with the customers what is to be delivered, in the form of service definitions and customer service agreements | |||
*Define and agree with the owners of the internal supporting services what is to be delivered; this includes specifying the properties of the supporting services in the form of service definitions, and signing operational service agreements with the internal service owners. | |||
→ Details: [[Customer vs. Operational Service Definitions and Agreements|Customer vs. operational service definitions and agreements]] | |||
<p> </p> | <p> </p> | ||
| Line 41: | Line 60: | ||
==<span id="yasm-concept-3">Plans for organizing service management initiatives</span>== | ==<span id="yasm-concept-3">Plans for organizing service management initiatives</span>== | ||
Readers familiar with ITIL will know the service improvement plan (SIP). | |||
There is also a service improvement plan in YaSM, but YaSM extends the concept and recommends to maintain similar plans for organizing other kinds of work and initiatives, e.g. a process improvement plan to manage process improvement initiatives, a security improvement plan to manage security improvement initiatives, etc. | |||
→ Details: [[Plans for organizing Service Management Initiatives|Plans for organizing service management initiatives]] | |||
<p> </p> | |||
<p> </p> | <p> </p> | ||
== | == Notes == | ||
<html>By:  Andrea Kempter <a rel="author" href="https://plus.google.com/113316270668629760475/about"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/google.jpg" width="16" height="16" title="By: Andrea Kempter | Profile on Google+" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a>  and  Stefan Kempter <a href="https://plus.google.com/111925560448291102517/about"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/google.jpg" width="16" height="16" title="By: Stefan Kempter | Profile on Google+" alt="Contributor: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps. | |||
< | <p> </p> | ||
</ | |||
<p><small> | <p><small> | ||
| Line 81: | Line 85: | ||
</span> | </span> | ||
</small></p> | </small></p> | ||
</ | |||
<!-- define schema.org/WebPage --> <span itemid="https://yasm.com/wiki/en/index.php/YaSM_Concepts" itemscope itemtype="https://schema.org/WebPage" itemref="md-webpage-description"> | |||
<meta itemprop="name Headline" content="YaSM concepts" /> | |||
<meta itemprop="alternativeHeadline" content="service management concepts" /> | |||
<link itemprop="url" href="https://yasm.com/wiki/en/index.php/YaSM_Concepts" /> | |||
<link itemprop="primaryImageOfPage" href="https://yasm.com/wiki/en/img/yasm-concept/Yasm-concepts.jpg" /> | |||
<meta itemprop="significantLinks" content="https://yasm.com/wiki/en/index.php/Service_Portfolio%2C_Service_Definitions_and_Service_Catalogs" /> | |||
<meta itemprop="significantLinks" content="https://yasm.com/wiki/en/index.php/Customer_vs%2E_Operational_Service_Definitions_and_Agreements" /> | |||
<meta itemprop="significantLinks" content="https://yasm.com/wiki/en/index.php/Plans_for_organizing_Service_Management_Initiatives" /> | |||
<meta itemprop="inLanguage" content="en" /> | |||
<link itemprop="citation" href="https://yasm.com/wiki/de/index.php/YaSM-Konzepte" /> | |||
<link itemprop="publisher" href="https://yasm.com/en/#YaSMBrand" /> | |||
<link itemprop="copyrightHolder creator" href="https://yasm.com/en/contact#ITProcessMapsOrg" /> | |||
<link itemprop="author" href="https://yasm.com/en/misc/team#AndreaKempter" /> | |||
<link itemprop="contributor" href="https://yasm.com/en/misc/team#StefanKempter" /> | |||
</span><p></html> | |||
<!-- This page is assigned to the following categories: --> | <!-- This page is assigned to the following categories: --> | ||
[[Category:YaSM concept|!]] | [[Category:YaSM concept|!]] | ||
<!-- --- --> | <!-- --- --> | ||
Revision as of 18:27, 2 October 2016
This chapter provides detailed information on three important YaSM concepts (or principles) which are used in many YaSM processes. Understanding these service management concepts will be helpful for understanding how YaSM and the YaSM processes work.
These are the concepts in question:
The service portfolio, service definitions and service catalogs
Every service provider needs a precise understanding of the services it provides and the interdependencies between those services - otherwise it will be very difficult to manage those services.
In this respect, YaSM is aligned with the most widely used service management frameworks and recommends maintaining a service portfolio that provides a complete overview of all services, and possibly one or several service catalogs for the customers. The detailed service properties are documented in service definitions.
→ Details: The service portfolio, service definitions and service catalogs
Customer vs. operational service definitions and agreements
Services in the service portfolio may be "customer services" (services offered to customers) or "supporting services" (services visible only inside the service provider organization which are used as building blocks for the customer services).
For example, if a service provider offers a "web site hosting" service to its clients, this customer service will often be based on a number of internal supporting services, such as "network infrastructure management service", "server management service", etc.
Ultimately, the service provider must deliver the customer services as agreed with the customers. Since the customer services are based on supporting services, this can only work if the supporting services are aligned with the requirements of the customer services and delivered as specified.
This means the service provider will need to
- Define and agree with the customers what is to be delivered, in the form of service definitions and customer service agreements
- Define and agree with the owners of the internal supporting services what is to be delivered; this includes specifying the properties of the supporting services in the form of service definitions, and signing operational service agreements with the internal service owners.
→ Details: Customer vs. operational service definitions and agreements
Plans for organizing service management initiatives
Readers familiar with ITIL will know the service improvement plan (SIP).
There is also a service improvement plan in YaSM, but YaSM extends the concept and recommends to maintain similar plans for organizing other kinds of work and initiatives, e.g. a process improvement plan to manage process improvement initiatives, a security improvement plan to manage security improvement initiatives, etc.
→ Details: Plans for organizing service management initiatives
Notes
By: Andrea Kempter 
and Stefan Kempter , IT Process Maps.
Service portfolio, service definitions [...] › Customer vs operational service definitions [...] › Plans for organizing intiatives
