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<p><span id="md-webpage-description" itemprop="description">In the YaSM Wiki you will find everything you need to familiarize yourself with YaSM<sup><small>®</small></sup> and service management | <p><span id="md-webpage-description" itemprop="description">In the YaSM Wiki you will find everything you need to familiarize yourself with YaSM<sup><small>®</small></sup>, enterprise service management and IT service management.</span></p> | ||
<h3 style="color:#379988; padding-top: 10px; font-size: 110%;"><b> | <h3 style="color:#379988; padding-top: 10px; font-size: 110%;"><b>What is YaSM?</b></h3> | ||
<p>YaSM is a new, pragmatic and streamlined framework for everyone in the business of providing services. It stands in the tradition of other, similar frameworks for ITSM and enterprise service management, such as ITIL<sup><small>®</small></sup>, ISO 20000 and CMMI-SVC<sup><small>®</small></sup>, and like these it is about teaching organizations how to become successful providers of services, by building up a loyal customer base.</p> | <p>YaSM is a new, pragmatic and streamlined framework for everyone in the business of providing services. It stands in the tradition of other, similar frameworks for ITSM and enterprise service management, such as ITIL<sup><small>®</small></sup>, ISO 20000 and CMMI-SVC<sup><small>®</small></sup>, and like these it is about teaching organizations how to become successful providers of services, by building up a loyal customer base.</p> | ||
<p style="padding-top: 5px;">If you are new to YaSM, start here: →  | <p style="padding-top: 5px;">If you are new to YaSM, start here:<br />→ <a href="https://yasm.com/wiki/en/index.php/What_is_YaSM" title="What is YaSM? - Introduction to YaSM service management">Introduction to YaSM on a single page</a><br />→ or watch the <a href="https://yasm.com/en/videos/introduction-yasm" title="Video: Introduction to YaSM.">video with Stefan Kempter introducing YaSM</a>.</p> | ||
<p | <p>Another good starting point is our video series about the "simple principles of good service management", where we explain what it takes to be successful as a provider of services. In the first video we discuss <a href="https://yasm.com/en/videos/customer-service-management-yasm" title="Video: The customer is king">why customer focus is important and how YaSM helps you with becoming customer-centric</a>.</p> | ||
<p>If you have any questions or want to share your thoughts, please head over to the | <p>If you have any questions or want to share your thoughts, please head over to the <a href="https://support.en.yasm.com/support/discussions" title="YaSM community">YaSM community</a>.</p> | ||
<h3 style="color:#379988; padding-top: 10px; font-size: 110%;"><b>About this wiki</b></h3> | <h3 style="color:#379988; padding-top: 10px; font-size: 110%;"><b>About this wiki</b></h3> | ||
<p style="margin-bottom: 10px;">The YaSM | <p style="margin-bottom: 10px;">The YaSM Service Management Wiki is run and sponsored by IT Process Maps, creators of YaSM and the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM® Process Map">YaSM® Process Map</a>. YaSM and the <a href="https://yasm.com/wiki/en/index.php/Main_Page" title="YaSM Wiki: All about YaSM service management and YaSM process management">YaSM Wiki</a> were established in 2014; the wiki is available in English and <a href="https://yasm.com/wiki/de/index.php/Hauptseite" title="Wiki YaSM (Deutsch)">German</a>. | ||
</div></div> | </div></div> | ||
<p> </p> | <p> </p> | ||
<div style="float:left; margin-right:1%; margin-top: 10px; width:32%; border: 1px solid #c7c7c7; min-width: | <div style="float:left; margin-right:1%; margin-top: 10px; width:32%; border: 1px solid #c7c7c7; min-width:230px;"> | ||
<h3 style="background:#379988; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;"><b>YaSM | <h3 style="background:#379988; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;"><b>About YaSM</b></h3> | ||
<div style="padding-left:5pt; padding-right:5pt"> | <div style="padding-left:5pt; padding-right:5pt"> | ||
< | <ul style="margin-top: 17px;"> | ||
<li><a href="https://yasm.com/wiki/en/index.php/What_is_YaSM" title="Introduction to YaSM">Introduction to YaSM</a></li> | |||
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_Processes" title="YaSM service management processes - Definitions">YaSM service management processes</a></li> | |||
<li style="margin-left: 15px;"><a href="https://yasm.com/wiki/en/index.php/YaSM_Processes#service-lifecycle-processes" title="Service lifecycle processes">Service lifecycle processes</a></li> | |||
<li style="margin-left: 15px;"><a href="https://yasm.com/wiki/en/index.php/YaSM_Processes#supporting-service-management-processes" title="Supporting service management processes">Supporting service management processes</a></li> | |||
</ul> | |||
<hr style="margin: 10px 0;" /> | |||
<ul> | <ul> | ||
<li><a href="https://yasm.com/wiki/en/index.php/ | <li><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;" /> | |||
<ul> | <ul> | ||
<li><a href="https://yasm.com/wiki/en/index.php/ | <li>YaSM vs. other frameworks and standards:<br /><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL" title="YaSM and the IT Infrastructure Library ITIL®">ITIL</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000" title="YaSM and ISO/IEC 20000">ISO 20000</a>, <a href="https://yasm.com/wiki/en/index.php/YaSM_and_COBIT" title="YaSM and COBIT (Control Objectives for Information and Related Technologies)">COBIT</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/YaSM_and_CMMI_for_Services_(CMMI-SVC)" title="YaSM and CMMI® for Services (CMMI-SVC)">CMMI-SVC</a><sup><small>®</small></sup> and <a href="https://yasm.com/wiki/en/index.php/YaSM_and_USMBOK" title="YaSM and USMBOK™ (Universal Service Management Body of Knowledge)">USMBOK™</a></li> | ||
< | </ul> | ||
< | <hr style="margin: 10px 0;" /> | ||
<ul> | <ul> | ||
<li><a href="https://yasm.com/wiki/en/index.php/Service_Portfolio%2C_Service_Definitions_and_Service_Catalogs" title="YaSM concept: Service portfolio, service definitions & service catalogs">Service portfolio | <li>YaSM key concepts:<br /><a href="https://yasm.com/wiki/en/index.php/Service_Portfolio%2C_Service_Definitions_and_Service_Catalogs" title="YaSM concept: Service portfolio, service definitions & service catalogs">Service portfolio</a>, <a href="https://yasm.com/wiki/en/index.php/Customer_vs._Operational_Service_Definitions_and_Agreements" title="YaSM concept: Customer vs. Operational Service Definitions and Agreements">Service definitions</a> and <a href="https://yasm.com/wiki/en/index.php/Plans_for_organizing_Service_Management_Initiatives" title="YaSM concept: Plans for organizing service management initiatives">action plans</a></li> | ||
</ul><br> | |||
</div></div> | </div></div> | ||
<div style="float:left; margin-right:1%; margin-top: 10px; width:32%; border: 1px solid #c7c7c7; min-width: | <div style="float:left; margin-right:1%; margin-top: 10px; width:32%; border: 1px solid #c7c7c7; min-width:230px;"> | ||
<h3 style="background:#379988; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;"><b>YaSM in practice</b></h3> | <h3 style="background:#379988; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;"><b>YaSM in practice</b></h3> | ||
<div style="padding-left:5pt; padding-right:5pt"> | <div style="padding-left:5pt; padding-right:5pt"> | ||
< | <ul style="margin-top: 17px;"> | ||
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_Glossary" title="YaSM glossary">YaSM glossary</a> and <a href="https://yasm.com/wiki/en/index.php/YaSM_Data_Model" title="YaSM data model">data model</a></li> | |||
<li><a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" title="YaSM checklists & document templates">YaSM checklists and document templates</a></li> | |||
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_Roles" title="YaSM service management roles">Service management roles</a> and <a href="https://yasm.com/wiki/en/index.php/YaSM_RACI_Matrix" title="YaSM RACI matrix">RACI matrix</a></li> | |||
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_Metrics" title="YaSM process metrics">YaSM process metrics (KPIs)</a></li> | |||
</ul> | |||
<hr style="margin: 10px 0;" /> | |||
<ul> | <ul> | ||
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_Implementation_with_Process_Templates" title="YaSM implementation with process templates">YaSM implementation with process templates</a></li> | <li><a href="https://yasm.com/wiki/en/index.php/YaSM_Implementation_with_Process_Templates" title="YaSM implementation with process templates">YaSM implementation with process templates</a></li> | ||
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_Project_Guide_in_5_Steps" title=" | <li><a href="https://yasm.com/wiki/en/index.php/YaSM_Project_Guide_in_5_Steps" title="YaSM project guide: How to implement service management in 5 steps">Service management project guide in 5 steps</a></li> | ||
</ul><br> | </ul><br> | ||
</div></div> | </div></div> | ||
<div style="float:left; width:32%; margin-top: 10px; border: 1px solid #c7c7c7; min-width: | <div style="float:left; width:32%; margin-top: 10px; border: 1px solid #c7c7c7; min-width:230px;"> | ||
<h3 style="background:#379988; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;"><b> | <h3 style="background:#379988; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;"><b>YaSM videos</b></h3> | ||
<div style="padding-left:5pt; padding-right:5pt"> | <div style="padding-left:5pt; padding-right:5pt"> | ||
<p style="color:#379988; | <ul style="margin-top: 17px;list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 6px;"> | ||
<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/yasm-process-map" title="Video: Introduction to the YaSM Process Map">The YaSM Process Map</a></li> | |||
<li><a href="https://yasm.com/en/videos/yasm-raci-matrix" title="Video: The YaSM RACI matrix">The YaSM RACI matrix</a></li> | |||
</ul> | |||
<hr style="margin: 10px 0;" /> | |||
<p style="margin-left: 10px; font-weight: bold; color: #379988;">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: 6px;"> | |||
<li><a href="https://yasm.com/en/videos/customer-service-management-yasm" title="Video: The customer is king">The customer is king</a></li> | |||
<li><a href="https://yasm.com/en/videos/service-definition-yasm-service-design" title="Video: Service definitions and YaSM service design">Vaguely defined services can't be managed</a></li> | |||
<li><a href="https://yasm.com/en/videos/yasm-improve-service-quality-pdca-csi" title="Video: YaSM continual service improvement">If you stop improving, you will fall behind</a></li> | |||
<li><a href="https://yasm.com/en/videos/yasm-incident-management-support" title="Video: YaSM incident management and support">Don't leave customer support to luck</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> | |||
<hr style="margin: 10px 0;" /> | |||
<ul> | <ul> | ||
<li><a href="https://yasm.com | <li><a href="https://yasm.com/en/videos" title="YaSM videos">All YaSM videos</a></li> | ||
</ul><br> | |||
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<meta itemprop="dateModified" content="2016- | <meta itemprop="dateModified" content="2016-12-04" /> | ||
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Revision as of 12:47, 4 December 2016
YaSM® Wiki | The Service Management Wiki
In the YaSM Wiki you will find everything you need to familiarize yourself with YaSM®, enterprise service management and IT service management.
What is YaSM?
YaSM is a new, pragmatic and streamlined framework for everyone in the business of providing services. It stands in the tradition of other, similar frameworks for ITSM and enterprise service management, such as ITIL®, ISO 20000 and CMMI-SVC®, and like these it is about teaching organizations how to become successful providers of services, by building up a loyal customer base.
If you are new to YaSM, start here:
→ Introduction to YaSM on a single page
→ or watch the video with Stefan Kempter introducing YaSM.
Another good starting point is our video series about the "simple principles of good service management", where we explain what it takes to be successful as a provider of services. In the first video we discuss why customer focus is important and how YaSM helps you with becoming customer-centric.
If you have any questions or want to share your thoughts, please head over to the YaSM community.
About this wiki
The YaSM Service Management Wiki is run and sponsored by IT Process Maps, creators of YaSM and the YaSM® Process Map. YaSM and the YaSM Wiki were established in 2014; the wiki is available in English and German.
About YaSM
YaSM in practice
YaSM videos
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
The YaSM Manifesto
- YaSM stands for "Yet another Service Management Model".
- YaSM was developed as a streamlined service management framework and it is meant to stay that way. Users of YaSM are free to adapt the 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).
News, videos and recent posts from the YaSM Blog
Recent news
- A new support portal for YaSM - we finally eat our own cooking!
- Update: YaSM Repository Add-In for Visio 2016 (article on Google+).
- Works with Windows 10: The YaSM service management process model for Visio®.
Popular videos
Video: Introduction to YaSM Service Management [7:41 Min.]
If you are new to YaSM, start here. In this video Stefan Kempter explains what YaSM is about and what is the best way to get started with YaSM.
- New video series: The simple principles of good service management - and how to apply them in practice.
→ Part 1: The customer is king! - Free Webinar (recorded version): Best practices for service providers - Understanding YaSM Service Management.
Popular blog posts
- DevOps - friend or foe for YaSM?
- YaSM - an alternative to ITIL®?
- First Blog post: Launch of the free YaSM Wiki, 2014.
The YaSM Blog - Service Management Explained
Hi! I'm Stefan Kempter and on my blog I write about YaSM, (lean) service management, ITSM, process templates and the YaSM Wiki. I hope you enjoy your visit to our web site!
Notes
Focus and educational use of the YaSM Wiki:
- Introductory information on YaSM.
- Reference material on YaSM service management and ISO 20000.
- Detailed guidance on YaSM process management.
- Best practices for service providers in the areas of enterprise service management and ITSM.
Trademarks:
[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] USMBOK™ is a registered trade mark of Virtual Knowledge Solutions International Incorporated (VKSII).
[5] CMMI® and Capability Maturity Model® are registered trademarks of Carnegie Mellon University.
By: Stefan Kempter 
and Andrea Kempter , IT Process Maps.
About YaSM › Concepts › YaSM processes › Roles › Glossary
