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<p style="padding-top: 3px" | <p style="padding-top: 3px"><span id="md-webpage-description" itemprop="description">The Service Management Wiki: <b style="color:#379988;">Wiki about YaSM<sup><small>®</small></sup>, service management (enterprise service management / ESM, IT service management / ITSM) and ISO 200000 (ISO/IEC 20000)</b>.</span></p> | ||
< | <p>Service management doesn't need to be complex and difficult: All established frameworks and standards such as ITIL<sup><small>®</small></sup>, ISO 20000, COBIT<sup><small>®</small></sup>, CMMI-SVC<sup><small>®</small></sup>, SIAM<sup><small>®</small></sup> or VeriSM™ follow a few basic principles. Our clear-cut YaSM model helps you with understanding and applying these principles.</p> | ||
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<h3 style="color:#379988; padding-top: 20px; font-size: 110%;"><b>Where to start with YaSM?</b></h3> | <h3 style="color:#379988; padding-top: 20px; font-size: 110%;"><b><span class="mw-headline" id="YaSM_service_management_model">YaSM service management model</span></b></h3> | ||
<p><a href="https://yasm.com/en/" title="YaSM - Yet another Service Management Model: Main page">YaSM</a><sup><small>®</small></sup> ('Yet another Service Management Model') is a translation of service management best practice into a streamlined, accessible set of 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.</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, the international standard for service management.</p> | |||
<p>There are two YaSM products: The <a href="https://yasm.com/en/products/yasm-process-map" title="The YaSM Process Map: The service management process model">YaSM<sup><small>®</small></sup> Process Map</a>, a complete process model for service management, and the <a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="The YaSM - ISO 20000 Bridge">YaSM<sup><small>®</small></sup> - ISO 20000 Bridge</a>, an additional component for organizations that wish to become certified to ISO 20000.</p> | |||
<h3 style="color:#379988; padding-top: 20px; font-size: 110%;"><b><span id="Where_to_start_with_YaSM?"><span class="mw-headline" id="Where_to_start_with_YaSM.3F">Where to start with YaSM?</span></b></h3> | |||
<p style="padding-top: 5px;">If you are new to YaSM, start here:</p> | <p style="padding-top: 5px;">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"> | <li>Introduction to YaSM service management on a single page: <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></li> | ||
<li> | <li>Watch the video with <a href="https://yasm.com/en/videos/introduction-yasm" title="Video: Introduction to YaSM.">Stefan Kempter introducing the YaSM model</a>.</li></ul> | ||
<p>Another good starting point is our <a href="https://yasm.com/en/videos#videos-enterprise-service-management" title="YaSM video series: Service management">video series</a> about the "simple principles of good service management", where we explain what it takes to be successful as a provider of services | <p>Another good starting point is our <a href="https://yasm.com/en/videos#videos-enterprise-service-management" title="YaSM video series: Service management">video series</a> about the "simple principles of good service management", where we explain what it takes to be successful as a provider of services.</p> | ||
<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>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: 20px; font-size: 110%;"><b>About the Service Management Wiki</b></h3> | <h3 style="color:#379988; padding-top: 20px; font-size: 110%;"><b><span class="mw-headline" id="About_the_Service_Management_Wiki">About the Service Management Wiki</span></b></h3> | ||
<p style="margin-bottom: 10px;">This wiki is run and sponsored by IT Process Maps, 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>. The YaSM model 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">Service Management 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>. | <p style="margin-bottom: 10px;">This wiki is run and sponsored by IT Process Maps, 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 <a href="https://yasm.com/wiki/en/index.php/Main_Page" title="YaSM Wiki: All about YaSM service management and YaSM process management">Service Management 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>.</p> | ||
<div class="floatright"><div class="noresize"><map name="ImageMap_yasm-wiki-share"><area href="https://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fyasm.com%2Fwiki%2Fen%2Findex.php%2FMain_Page&hl=en_US&source=YaSM%20Wiki" class="plainlinks" rel="nofollow" shape="rect" coords="55,0,99,36" alt="share this page on LinkedIn" title="share this page on LinkedIn"/><area href="https://twitter.com/intent/tweet?url=https%3A%2F%2Fyasm.com%2Fwiki%2Fen%2Findex.php%2FMain_Page&text=%23YaSMwiki%20%7C%20The%20Wiki%20about | <div class="floatright"><div class="noresize"><map name="ImageMap_yasm-wiki-share"><area href="https://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fyasm.com%2Fwiki%2Fen%2Findex.php%2FMain_Page&hl=en_US&source=YaSM%20Wiki" class="plainlinks" rel="nofollow" shape="rect" coords="55,0,99,36" alt="share this page on LinkedIn" title="share this page on LinkedIn"/><area href="https://twitter.com/intent/tweet?url=https%3A%2F%2Fyasm.com%2Fwiki%2Fen%2Findex.php%2FMain_Page&text=%23YaSMwiki%20%7C%20The%20Service%20Management%20Wiki%0AWiki%20about%20YaSM%C2%AE%2C%20service%20management%20(ESM%2C%20BSM%2C%20ITSM)%20and%20ISO%20200000%20(ISO%2FIEC%2020000).%0A%E2%96%BA&lang=en&via=yasmcom" class="plainlinks" rel="nofollow" shape="rect" coords="97,0,140,36" alt="share this page on Twitter" title="share this page on Twitter"/></map><img alt="share this page" src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-share.png" width="140" height="36" usemap="#ImageMap_yasm-wiki-share"/></div></div> | ||
<div class="noresize"><a href="https://yasm.com/wiki/de/index.php/Hauptseite"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="140" height="36" style="float:left;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/> | <div class="noresize"><a href="https://yasm.com/wiki/de/index.php/Hauptseite"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="140" height="36" style="float:left;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/> | ||
</div></div> | </div></div> | ||
<p> </p> | <p> </p> | ||
<div id="YaSM-Wiki-contents" style="float:left; margin-right:1%; margin-top: 10px; width:32%; border: 1px solid #c7c7c7; min-width:230px;"> | <div id="YaSM-Wiki-contents" 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> | <h3 style="background:#379988; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;"> <b><span class="mw-headline" id="YaSM_service_management">YaSM service management</span></b> </h3> | ||
<div style="padding-left:5pt; padding-right:5pt"> | <div style="padding-left:5pt; padding-right:5pt"> | ||
<ul style="margin-top: 17px;"> | <ul style="margin-top: 17px;"> | ||
<li><a href="https://yasm.com/wiki/en/index.php/ | <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><a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title=" | <li style="margin-left: 15px;"><a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes#Service_lifecycle_processes" title="Service management: The service lifecycle processes">Service lifecycle processes</a></li> | ||
<li style="margin-left: 15px;"><a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes# | <li style="margin-left: 15px;"><a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes#Supporting_service_management_processes" title="Service management: Supporting processes">Supporting processes</a></li> | ||
<li style="margin-left: 15px;"><a href="https://yasm.com/wiki/en/index.php/ | <li><a href="https://yasm.com/wiki/en/index.php/YaSM_Metrics" title="YaSM process metrics">Process metrics (KPIs)</a></li> | ||
</ul> | <li><a href="https://yasm.com/wiki/en/index.php/YaSM_Glossary" title="YaSM service management glossary">Service management glossary</a></li> | ||
<hr style="margin: 10px 0;" /> | <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 checklists & document templates">Checklists and document templates</a></li> | |||
<li style="margin-top: 7px;"><a href="https://yasm.com/wiki/en/index.php/YaSM_RACI_Matrix" title="YaSM RACI matrix">RACI matrix</a></li> | |||
<li style="margin-top: 7px;"><a href="https://yasm.com/wiki/en/index.php/YaSM_Roles" title="YaSM service management roles">Service management roles</a></li> | |||
<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;" /> | |||
<p style="margin-left: 10px; font-weight: bold; color: #379988;">YaSM projects</p> | |||
<ul> | <ul> | ||
<li><a href="https://yasm.com/wiki/en/index.php/ | <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="Project guide: How to implement service management in 5 steps">Project guide in 5 steps</a></li> | |||
<li><a href="https://yasm.com/wiki/en/index.php/ | |||
</ul><br> | </ul><br> | ||
</div></div> | </div></div> | ||
<div style="float:left; margin-right:1%; margin-top: 10px; width:32%; border: 1px solid #c7c7c7; min-width:230px;"> | <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><span class="mw-headline" id="YaSM_and_other_practices">YaSM and other practices</span></b> </h3> | ||
<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: #379988;">YaSM and ...</p> | ||
<li><a href="https://yasm.com/wiki/en/index.php/ | <ul> | ||
<li><a href="https://yasm.com/wiki/en/index.php/ | <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/ | <li><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></li> | ||
<li><a href="https://yasm.com/wiki/en/index.php/ | <li><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></li> | ||
<li><a href="https://yasm.com/wiki/en/index.php/ | <li><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></li> | ||
<li><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> | |||
<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> | |||
<li><a href="https://yasm.com/wiki/en/index.php/SIAM_and_YaSM" title="YaSM and SIAM Service Integration and Management">SIAM</a><sup><small>®</small></sup></li> | |||
<li><a href="https://yasm.com/wiki/en/index.php/VeriSM_and_YaSM" title="VeriSM™ and YaSM">VeriSM</a>™</li> | |||
</ul> | </ul> | ||
<hr style="margin: 10px 0;" /> | <hr style="margin: 10px 0;" /> | ||
<p style="margin-top: 17px; margin-left: 10px; font-weight: bold; color: #379988;">YaSM and 'progressiv' practices</p> | |||
<ul> | <ul> | ||
<li><a href="https://yasm.com/wiki/en/index.php/ | <li><a href="https://yasm.com/wiki/en/index.php/DevOps_and_YaSM" title="YaSM and DevOps">DevOps</a></li> | ||
<li><a href="https://yasm.com/wiki/en/index.php/ | <li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_Agile_Service_Management" title="YaSM and Agile Service_Management">Agile</a></li> | ||
<li><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/ | |||
</ul><br> | </ul><br> | ||
</div></div> | </div></div> | ||
<div style="float:left; width:32%; margin-top: 10px; border: 1px solid #c7c7c7; min-width:230px;"> | <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>YaSM videos</b> </h3> | <h3 style="background:#379988; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;"> <b><span class="mw-headline" id="YaSM_videos">YaSM videos</span></b> </h3> | ||
<div style="padding-left:5pt; padding-right:5pt"> | <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: | <ul style="margin-top: 17px;list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | ||
<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> | ||
<li><a href="https://yasm.com/en/videos/yasm-itil" title="Video: YaSM and the IT Infrastructure Library ITIL">YaSM and ITIL</a><sup><small>®</small></sup></li> | <li><a href="https://yasm.com/en/videos/yasm-itil" title="Video: YaSM and the IT Infrastructure Library ITIL">YaSM and ITIL</a><sup><small>®</small></sup></li> | ||
<li><a href="https://yasm.com/en/videos/yasm-iso-20000-bridge" title="Video: YaSM and ISO 20000 | The YaSM - ISO 20000 Bridge">YaSM und ISO 20000</a></li> | |||
<li><a href="https://yasm.com/en/videos/enterprise-service-management-yasm" title="Video: Enterprise service management and YaSM">Enterprise Service Management</a></li> | <li><a href="https://yasm.com/en/videos/enterprise-service-management-yasm" title="Video: Enterprise service management and YaSM">Enterprise Service Management</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-process-map" title="Video: Introduction to the YaSM Process Map">The YaSM Process Map</a></li> | ||
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<hr style="margin: 10px 0;" /> | <hr style="margin: 10px 0;" /> | ||
<p style="margin-left: 10px; font-weight: bold; color: #379988;">The simple principles of good service management</p> | <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: | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 7px;"> | ||
<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> | ||
<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/service-definition-yasm-service-design" title="Video: Service definitions and YaSM service design">Vaguely defined services can't be managed</a></li> | ||
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</ul><br> | </ul><br> | ||
</div></div><br style="clear:both;"/> | </div></div><br style="clear:both;"/> | ||
<p> </p> | |||
<div style="float:left; border: 1px solid #c7c7c7; min-width:230px; width: 100%;"> | |||
<h3 style="background:#379988; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;"> <b><span class="mw-headline" id="More_about_service_management">More about service management</span></b> </h3> | |||
<div style="padding-left:5pt; padding-right:5pt; padding-top: 5px; padding-bottom: 10px;"> | |||
<p><ul> | |||
<li>What is ... <a href="https://yasm.com/wiki/en/index.php/ISO_20000" title="What is ISO 20000 (ISO/IEC 20000)?">ISO 20000</a> / <a class="external text" href="https://wiki.en.it-processmaps.com/index.php/History_of_ITIL" title="What is ITIL? | IT Process Wiki - the ITIL® Wiki">ITIL®</a> / <a href="https://yasm.com/wiki/en/index.php/SIAM" title="What is SIAM 'Service Integration and Management'?">SIAM</a><sup><small>®</small></sup> / <a href="https://yasm.com/wiki/en/index.php/VeriSM" title="What is VeriSM?">VeriSM™</a>?</li> | |||
<li>'Progressive' practices and approaches applied to service management: <a href="https://yasm.com/wiki/en/index.php/DevOps_and_YaSM" title="DevOps and YaSM">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>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> | |||
<li><a href="https://yasm.com/wiki/en/index.php/ISO_20000" title="What is ISO 20000?">ISO 20000, the international standard for service management</a> / <a href="https://yasm.com/wiki/en/index.php/ISO_20000_-_2018" title="ISO 20000 - 2018">The new version of ISO/IEC 20000:2018</a></li></ul> | |||
</div></div><br style="clear:both;"/> | |||
<p> </p> | <p> </p> | ||
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<li>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 <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 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></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:#379988; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;"> <b>Free YaSM resources</b> </h3> | <h3 style="background:#379988; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;"> <b><span class="mw-headline" id="Free_YaSM_resources">Free YaSM resources</span></b> </h3> | ||
<div style="padding-left:5pt; padding-right:10pt; padding-top: 5px; padding-bottom: 5px;"> | <div style="padding-left:5pt; padding-right:10pt; padding-top: 5px; padding-bottom: 5px;"> | ||
<h4 style="color:#379988; padding-left:5pt; padding-top: | <h4 style="color:#379988; padding-left:5pt; padding-top: 15px;"><span class="mw-headline" id="YaSM_Support">YaSM Support</span></h4> | ||
<p><ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: 7px;"> | |||
<p><ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-arrow-right.png');padding-left: | |||
<li>Please head over to the YaSM support portal and join the <a href="https://support.en.yasm.com/support/discussions" title="Discussions in the YaSM community">discussions in the YaSM community</a>.</li> | <li>Please head over to the YaSM support portal and join the <a href="https://support.en.yasm.com/support/discussions" title="Discussions in the YaSM community">discussions in the YaSM community</a>.</li> | ||
<li>Check out the <a href="https://support.en.yasm.com/support/solutions" title="Die YaSM-Knowledgebase">YaSM knowledgebase</a>!</li> | <li>Check out the <a href="https://support.en.yasm.com/support/solutions" title="Die YaSM-Knowledgebase">YaSM knowledgebase</a>!</li> | ||
</ul> | </ul> | ||
<h4 style="color:#379988; padding-left:5pt; padding-top: 15px;">YaSM articles and news</h4> | <h4 style="color:#379988; padding-left:5pt; padding-top: 15px;"><span class="mw-headline" id="YaSM_articles_and_news">YaSM articles and news</span></h4> | ||
<a href="https://yasm.com/en/blog"><img src="https://yasm.com/en/content/blog/service-management-blog-yasm-2x1.jpg" width="400" height="200" alt="YaSM blog articles about (enterprise) service management, ITSM and ISO 20000." title="YaSM articles | Service management explained!" style="margin:10px 0px 30px 30px; float:right;"/></a> | <a href="https://yasm.com/en/blog"><img src="https://yasm.com/en/content/blog/service-management-blog-yasm-2x1.jpg" width="400" height="200" alt="YaSM blog articles about (enterprise) service management, ITSM and ISO 20000." title="YaSM articles | Service management explained!" style="margin:10px 0px 30px 30px; float:right;"/></a> | ||
<p><ul style="list-style-image: URL('/wiki/de/skins/Vector/images/itpm/icon-pfeil-rechts.png');padding-left: | <p><ul style="list-style-image: URL('/wiki/de/skins/Vector/images/itpm/icon-pfeil-rechts.png');padding-left: 7px;"> | ||
<li><a href="https://yasm.com/en/blog" title="The YaSM service management blog">Service management explained</a><br/>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!</li></ul> | <li><a href="https://yasm.com/en/blog" title="The YaSM service management blog">Service management explained</a><br/>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!</li></ul> | ||
<ul style="list-style-image: URL('/wiki/de/skins/Vector/images/itpm/icon-pfeil-rechts.png');padding-left: | <ul style="list-style-image: URL('/wiki/de/skins/Vector/images/itpm/icon-pfeil-rechts.png');padding-left: 7px;"> | ||
<li>Popular posts: | <li>Popular posts: <a href="https://yasm.com/en/blog/itil-alternative-yasm" title="YaSM - an alternative to ITIL?">YaSM - an alternative to ITIL</a><sup><small>®</small></sup>? | <a href="https://yasm.com/en/blog/yasm-wiki-launch" title="Launch of the free YaSM Wiki">Launch of the free YaSM Wiki</a>, 2014.</li> | ||
<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> | <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> | ||
<br style="clear:both;"/> | </div></div><br style="clear:both;"/> | ||
<p> </p> | <p> </p> | ||
<div style="float:left; border: 1px solid #c7c7c7; min-width:230px; width:100%;"> | <div style="float:left; border: 1px solid #c7c7c7; min-width:230px; width:100%;"> | ||
<h3 style="background:#379988; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;"> <b>Focus and educational use of the Service Management Wiki</b> </h3> | <h3 style="background:#379988; color:#ffffff; text-align:center; padding: 5pt 0; margin: -1px; font-size: 110%;"> <b><span class="mw-headline" id="Focus_and_educational_use_of_the_Service_Management_Wiki">Focus and educational use of the Service Management Wiki</span></b> </h3> | ||
<div style="padding-left:5pt; padding-right:5pt; padding-top: 5px; padding-bottom: 10px;"> | <div style="padding-left:5pt; padding-right:5pt; padding-top: 5px; padding-bottom: 10px;"> | ||
<div id="https://yasm.com/wiki/en/img/yasm-wiki/yasm-service-management-wiki.jpg" itemscope itemtype="https://schema.org/ImageObject"> | <div id="https://yasm.com/wiki/en/img/yasm-wiki/yasm-service-management-wiki.jpg" itemscope itemtype="https://schema.org/ImageObject"> | ||
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<ul> | <ul> | ||
<li><span id="md-webpage-description-educationalUse-1" itemprop="educationalUse">Introductory information about the YaSM service management model.</span></li> | <li><span id="md-webpage-description-educationalUse-1" itemprop="educationalUse">Introductory information about the YaSM service management model.</span></li> | ||
<li><span id="md-webpage-description-educationalUse-4" itemprop="educationalUse" content="Service management best practices for service providers in the areas of business service management (BSM)/ enterprise service management (ESM) and IT service management (ITSM).">Service management best practices for service providers in the areas of BSM/ ESM and ITSM.</span></li> | <li><span id="md-webpage-description-educationalUse-4" itemprop="educationalUse" content="Service management best practices for service providers in the areas of business service management (BSM) / enterprise service management (ESM) and IT service management (ITSM).">Service management best practices for service providers in the areas of BSM / ESM and ITSM.</span></li> | ||
<li><span id="md-webpage-description-educationalUse-2" itemprop="educationalUse" content="Reference material on YaSM service management and ISO 20000 (ISO/IEC 20000).">Reference material on YaSM service management and ISO 20000</span> ( | <li><span id="md-webpage-description-educationalUse-2" itemprop="educationalUse" content="Reference material on YaSM service management and ISO 20000 (ISO/IEC 20000).">Reference material on YaSM service management and ISO 20000</span> (ISO/IEC 20000:2018).</li> | ||
<li><span id="md-webpage-description-educationalUse-3" itemprop="educationalUse">Detailed guidance on YaSM process management.</span></li> | <li><span id="md-webpage-description-educationalUse-3" itemprop="educationalUse">Detailed guidance on YaSM process management.</span></li> | ||
<li>Overview: <a href="#YaSM-Wiki-contents" title="YaSM Wiki: contents">All topics</a>.</li> | <li>Overview: <a href="#YaSM-Wiki-contents" title="YaSM Wiki: contents">All topics</a>.</li> | ||
</ul> | </ul> | ||
</div></div><br style="clear:both;"/> | </div></div><br style="clear:both;"/> | ||
<p> </p> | <p> </p> | ||
<h4 style="color:#379988; padding-left:5pt; padding-top: 15px;">Trademarks | Authors</h4> | <h4 style="color:#379988; padding-left:5pt; padding-top: 15px;">Trademarks | Authors</h4> | ||
<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 /> | ||
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<p style="padding-left:5pt;">By:  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="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a 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="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p> | <p style="padding-left:5pt;">By:  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="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a 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="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p> | ||
<p> </p> | <p> </p> | ||
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<meta itemprop="alternativeHeadline" content="YaSM Wiki" /> | <meta itemprop="alternativeHeadline" content="YaSM Wiki" /> | ||
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<meta itemprop="about" content="service management" /> | <meta itemprop="about" content="service management" /> | ||
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<meta itemprop="about" content="ITSM" /> | <meta itemprop="about" content="ITSM" /> | ||
<meta itemprop="about" content="ISO 20000" /> | <meta itemprop="about" content="ISO 20000" /> | ||
<meta itemprop="dateCreated" content="2014-06-05" /> | <meta itemprop="dateCreated" content="2014-06-05" /> | ||
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Revision as of 17:46, 3 November 2018
YaSM® Service Management Wiki
The Service Management Wiki: Wiki about YaSM®, service management (enterprise service management / ESM, IT service management / ITSM) and ISO 200000 (ISO/IEC 20000).
Service management doesn't need to be complex and difficult: All established frameworks and standards such as ITIL®, ISO 20000, COBIT®, CMMI-SVC®, SIAM® or VeriSM™ follow a few basic principles. Our clear-cut YaSM model helps you with understanding and applying these principles.
YaSM service management model
YaSM® ('Yet another Service Management Model') is a translation of service management best practice into a streamlined, accessible set of 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, the international standard for service management.
There are two YaSM products: The YaSM® Process Map, a complete process model for service management, 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:
- Introduction to YaSM service management on a single page: What is YaSM?
- Watch the video with Stefan Kempter introducing the YaSM model.
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.
If you have any questions or want to share your thoughts, please head over to the YaSM community!
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 YaSM model and the Service Management Wiki were established in 2014; the wiki is available in English and German.
YaSM service management
YaSM and other practices
YaSM videos
- Introduction to YaSM
- YaSM and ITIL®
- YaSM und ISO 20000
- Enterprise Service Management
- The YaSM Process Map
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
More about service management
- What is ... ISO 20000 / ITIL® / SIAM® / VeriSM™?
- 'Progressive' practices and approaches applied to service management: DevOps / Agile / Lean
- Business services and Enterprise Service Management (ESM)
- ISO 20000, the international standard for service management / The new version of ISO/IEC 20000:2018
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 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).
Free YaSM resources
YaSM Support
- Please head over to the YaSM support portal and join the discussions in the YaSM community.
- Check out the YaSM knowledgebase!
YaSM articles and news
- Service management explained
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: YaSM - an alternative to ITIL®? | Launch of the free YaSM Wiki, 2014.
- News: Service Management Wiki and YaSM model
Focus and educational use of the Service Management Wiki
- Introductory information about the YaSM service management model.
- Service management best practices for service providers in the areas of BSM / ESM and ITSM.
- Reference material on YaSM service management and ISO 20000 (ISO/IEC 20000:2018).
- Detailed guidance on YaSM process management.
- Overview: All topics.
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] SIAM® is a registered trade mark of EXIN.
[8] VeriSM™ is a registered trademarks of IFDC.
By: Stefan Kempter 
and Andrea Kempter , IT Process Maps.
What is YaSM? › YaSM processes › Service management in 5 steps › ISO 20000
