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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
