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Andrea Kempter
Works at IT Process Maps GbR
Attends it-processmaps.com | yasm.com
Lives in Kempten (Allgäu) Area, Germany
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Andrea Kempter

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+YaSM Wiki | How enterprise service management evolved out of ITSM


 
YaSM Wiki | What is Enterprise Service Management?
Enterprise service management (ESM) does not have a long history yet, but IT organizations have been following the IT service management guidance for decades and seen many improvements.
http://yasm.com/wiki/en/index.php/Enterprise_Service_Management_(ESM)_and_YaSM

Head over to the YaSM Wiki:
- Definition of enterprise service management
- How enterprise service management evolved out of ITSM
- Benefits of applying service management best practice
- Enterprise service management processes

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Andrea Kempter

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Enterprise service management processes
http://yasm.com/wiki/en/index.php/YaSM_Processes
Service management best practice offers benefits to any organization providing services - not only providers of IT services.

With its simple, easily understood process structure YaSM provides a starting point for organizations that want to become first-class providers of services.

YaSM's processes for enterprise service management distinguish between service lifecycle processes and supporting service management processes:

- The lifecycle processes are modeled upon a well-established management method for continuous improvement, known for example as the Plan-Do-Check-Act cycle.

- The supporting service management processes provide various kinds of support to the service lifecycle processes.

Learn more in the YaSM Wiki:
- YaSM process structure
- Service lifecycle processes
- Supporting service management processes
- Comparison: YaSM and ITIL processes

► Read it now:
http://yasm.com/wiki/en/index.php/YaSM_Processes

#EnterpriseServiceManagement #ITSM #ProcessManagement

The service management processes aim to transform the service provider's resources into valuable customer services. These services are to be made available at agreed levels of quality, cost, and risk.
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Free ITIL webinar
+Stefan Kempter will walk you through the +ITIL Process Map and explain how your organization can use the ITIL® process and document templates to introduce ITSM best practice.

Webinar on YouTube: ► https://youtu.be/j8n1bRbsdwQ

[Deutsche Version des Webinars "ITIL und die ITIL-Prozesslandkarte": https://youtu.be/-GfIFfvny1I ]
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A recording of our popular ITIL webinar
Best practice for IT service providers: The webinar on ITIL® and the ITIL Process Map (on-demand version):
http://demo.it-processmaps.com/webinars/itil-process-map.html

For many years we have been conducting live webinars about ITIL and the +ITIL Process Map over the internet - and of course we still offer these webinars every two weeks or so; you can sign up here:
http://en.it-processmaps.com/sp/online-seminars.html

But our timing may not fit in with your schedule, or maybe you want to see the webinar instantly. For such cases we have now created a recorded version of the ITIL webinar that you can watch at any time:

+Stefan Kempter will walk you through the ITIL Process Map and explain how your organization can use the ITIL process and document templates to introduce ITSM best practice according to ITIL 2011.

Topics covered in the ITIL webinar:

1. We present examples of the process diagrams, so you get a good impression of their layout and the information contained on every level of detail.
2. Easy navigation in the process model with hyperlinks
3. ITIL checklists/ document templates that come with the ITIL Process Map
4. ITIL RACI Matrix
5. Excel repository of ITIL processes, data objects and roles
6. Adapting the process model to the needs of your organization
7. The ITIL - ISO 20000 Bridge (an additional component for organizations that want to go for ISO 20000 certification).

If you have any questions or need more information about the ITIL process model, please drop us a line!

This ITIL webinar on YouTube: 
► https://youtu.be/j8n1bRbsdwQ

#itil #itsm #webinar 
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ITIL Wiki: ITSM Key Performance Indicators
Defining suitable KPIs is above all about deciding what exactly is considered a successful process execution. Process owners and controllers are thus in a position to evaluate the quality of their processes, which in turn is the basis for the ongoing optimization and fine-tuning of the process designs.

From the IT Process Wiki, by: +ITIL Process Map
 
ITIL Wiki: ITIL metrics (KPIs)
ITIL key performance indicators ("KPIs") are used to assess if the processes of an IT organization are running according to expectations.

The suggested KPIs in our ITIL Wiki comply with the ITIL 2011 recommendations and were enhanced with elements from COBIT®.

Details:
http://wiki.en.it-processmaps.com/index.php/ITIL_Key_Performance_Indicators
ITIL key performance indicators (ITIL KPIs) are used to assess if the IT service management processes of an organization are running according to expectations.
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Free ITIL Template: The Capacity Plan

From the IT Process Wiki, by: +ITIL Process Map 
 
ITIL Wiki: Free Capacity Plan Template
The Capacity Plan is used to manage the resources required to deliver IT services.
http://bit.ly/itpm-capacity-plan

The plan contains scenarios for different predictions of business demand, and options with cost estimates to deliver the agreed service level targets.

Typically, the Capacity Plan covers the following information:

- Part I: Business scenarios
- Part II: Forecast of service utilization and performance
- Part III: Forecast of resource utilization and performance
- Part IV: Other potential impacts on service capacity and performance
- Part V: Initiatives to adjust service capacity and performance

The detailed template is available in the ITIL Wiki:
http://wiki.en.it-processmaps.com/index.php/Checklist_Capacity_Plan
The Capacity Plan is used to manage the resources required to deliver IT services. The plan contains scenarios for different predictions of business demand, and options with cost estimates to deliver the agreed service level targets.
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Pangea Breaking up and Continental Drift
By +annarita ruberto, Ravenna.

"Looking at on a map of the world the profiles of the West coast of Eastern Africa and South America, we can see that there exists a perfect match between them. This finding, supported by a series of proofs, allowed the German meteorologist A. Wegener (1880-1930) to formulate, in 1915, the theory of Continental Drift:" [...]

Gif source: http://ettehiyatu.tumblr.com/post/44544320011

Annarita's posts are prevalently about science and mathematics - it's always a pleasure to read her articles!
 
Pangea breaking up and Continental Drift

Looking at on a map of the world the profiles of the West coast of Eastern Africa and  South America, we can see that there exists a perfect match between them. This finding, supported by a series of proofs, allowed the German meteorologist A. Wegener (1880-1930) to formulate, in 1915, the theory of Continental Drift: according to this theory, about 240 million years ago, all of the lands would have been together in one big block, a supercontinent named Pangaea (from Ancient Greek pan (πᾶν) meaning "entire", and Gaia (Γαῖα) meaning "Mother Earth"), surrounded by a single ocean called Panthalassa (from the greek "pán", all, and "thálassa", sea).

Later, about 180 million years ago, Pangaea would be divided into two major parts: to North, Laurasia, consisting of the current portions of North America, Greenland, Europe and Asia; to South, Gondwana, formed by current portions of South America, Africa, India, Australia and Antarctica. These two big blocks, separated by an ocean called Tethys (from Thetis, name of the Greek deity of the sea), they would subsequently divided and gradually turned away from each other, "drifting" and giving rise to the present continents.

Wegener thought that the continents, formed of relatively low density material (on average similar to granite, and called Sial), floated like rafts on the wrapper of underlying fluid denser material (similar to basalt and called Sima).
In addition to the aforementioned correspondence between the coasts of the continents, the theory formulated by Wegener was also supported by geological, paleoclimatic and paleontological evidence.
There is a continuity between the rocks that are found along the coast of South American and African continents, currently separated by the Atlantic Ocean, and this it would testify a common origin, to which it would have followed their separation.

The analysis of sedimentary rocks, found in some areas of the planet, indicates that they originate in areas with climates different than those typical of latitudes in which they now find themselves. This apparent contradiction can be explained by admitting that the continents have not always been at the current-latitudes, but that they moved.

There are significant similarities between the fossils of terrestrial organisms found on the two coasts of the Atlantic Ocean. At first, it was assumed the existence of "continental bridges," ie thin strips of land that crossed the ocean and that would have allowed the organisms to move, but this possibility was later ruled out and the presence of these fossils was explained assuming that, in some periods of Earth's history, continents, today apart from each other, were joined and populated by organisms of the same species.

The "revolutionary" theory of continental drift was strongly opposed by the contemporary geologists of Wegener's, because they were not clarified the causes of the movements and, on the other hand, they were not known forces powerful enough to cause the movement of the continents. According to Wegener, the continents would have drifted like icebergs that move on the sea, under the influence of gravitational and differentials forces, related to the shape of Earth, or of bulges on the Earth's surface that would cause movement of the crust  for restoring the balance (these assumptions, however, were not shown).
The theory of continental drift fell into oblivion until the '60s, when it was again taken into account as a consequence of significant discoveries that were accumulating thanks to exploration of the ocean floors.

References for deepening:
• USGS Overview: http://pubs.usgs.gov/gip/dynamic/historical.html
http://www.scotese.com/newpage8.htm from Paleomap Project
http://en.wikipedia.org/wiki/Pangaea
• Institute for Geophysics: http://www.ig.utexas.edu/research/projects/plates/index.htm#movies
• Pangea Ultima:  http://en.wikipedia.org/wiki/Pangaea_Ultima
• CONTINENTS IN COLLISION- PANGEA ULTIMA: HTTP://SCIENCE1.NASA.GOV/SCIENCE-NEWS/SCIENCE-AT-NASA/2000/AST06OCT_1/

Gif source: http://ettehiyatu.tumblr.com/post/44544320011

#geology  #continental_drifts #wegener #science #sciencesunday
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annarita ruberto's profile photoAndrea Kempter's profile photo
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You are very welcome, +annarita ruberto - and thank you so much for sharing your knowledge with the Google+ community!

Andrea Kempter

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From the YaSM Blog: Enterprise service management is gaining traction
When searching on Google for enterprise service management, the top results are mostly from vendors of service management tools. It seems the providers of ITSM tools are taking the lead in popularizing the idea of applying ITSM best practice outside of IT.

► Read it here:
http://yasm.com/en/blog/enterprise-service-management-trend

► Pin it for later:
https://de.pinterest.com/pin/492440540490589478/

#EnterpriseServiceManagement #ESM #ITSM
Enterprise service management is a growing trend. What are the key success factors in ESM?
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Free ITIL templates for your ITSM initiative
http://wiki.en.it-processmaps.com/index.php/ITIL-Checklists
These ready-to-use templates and checklists are also a good starting point for designing ISO 20000 compliant documents and records.

Infographic source:
http://wiki.en.it-processmaps.com/images/0/00/Itil-templates-infographic.jpg

(From the IT Process Wiki)


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Andrea Kempter

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YaSM Wiki | Improve the services
The objective of +YaSM's continual service improvement process is to continually check if the services deliver the required outcomes. This process identifies potentials for improvement in the way the services are being produced.

http://yasm.com/wiki/en/index.php/LP5:_Improve_the_services

#ServiceManagement #EnterpriseServiceManagement #ITSM #CSI
The YaSM process "LP5: Improve the services" performs regular service reviews to check if the delivered service quality is in line with the contractual commitments or if there are better ways of providing the service.
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YaSM Wiki | LP4: Operate the services
Operational processes are probably the most widely known and used parts of service management and ITSM best practice.

+YaSM's service operation process kicks in once a service is implemented. The process ensures that the services are delivered effectively and efficiently, in line with the contractual commitments. This includes fulfilling service requests, resolving incidents and problems, as well as carrying out routine operational tasks.

The achieved service quality is measured on a regular basis. The resulting service quality reports are an important input for the service improvement process.

http://yasm.com/wiki/en/index.php/LP4:_Operate_the_services
YaSM's service operation process ("LP4: Operate the services") ensures that the services are delivered effectively and efficiently, in line with the contractual commitments. This includes fulfilling service requests, resolving incidents and problems, as well as carrying out routine operational tasks.
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YaSM Wiki | Build new or changed services

+YaSM's equivalent to the ITIL® service transition stage is the service build process.

Once service design has defined the implementation approach, this process will create, test and deploy the required infrastructure, supporting services, documentation and other service components.

At the end of the service build stage we have a service that is "ready for activation", which means customers can now be invited to sign a service agreement for that service and start using it.

http://yasm.com/wiki/en/index.php/LP3:_Build_new_or_changed_services

#ServiceManagement #EnterpriseServiceManagement #ITSM

Once service design has defined the implementation approach, YaSM's service build process ("LP3: Build new or changed services") will create, test and deploy the required infrastructure, supporting services, documentation and other service components.
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Andrea's Collections
Story
Tagline
ITIL®, YaSM® and ISO 20000.
Introduction
ITIL® Wiki: Author | YaSM® Wiki: Author | IT Process Maps: Owner 

IT Process Maps was set up as a company in 2006 and is run by Stefan Kempter and Andrea Kempter. Our focus is on the provision of process know-how "out of a box" for service providers. We supply an officially accredited process model for ITIL and ISO 20000 (the ITIL® Process Map) to help IT service providers with understanding the principles behind ITIL and designing their ITIL-aligned processes and documents.

We are not classical ITIL consultants - instead our products put you in a position to take your ITIL or ISO 20000 initiative into your own hands.

Our approach to presenting the ITIL concepts in the form of process diagrams and document templates has been well received and is used by hundreds of organizations world-wide. These organizations are generally in favor of service management best practice such as ITIL, but many also asked, "couldn't this be a bit less complex?".

It was this apparent need for something simpler which sparked the creation of YaSM, which stands for "Yet another Service Management Model".

News and information on ITIL and the IT Process Wiki (our ITIL Wiki):
News on the YaSM service management framework:
  • Google+ page: YaSM
  • Google+ community: YaSM

Service Management Wikis

As part of our presence on the internet, we also offer a number of highly frequented Wikis.

ITIL Wikis: Everything you need to know about ITIL and ISO 20000.
YaSM Wikis: A complete introduction to YaSM, our new, streamlined service management framework - and the best starting point if you are new to service management best practice and want to know what it is all about.

Contact | Impressum

IT Process Maps GbR
Responsible for the site under German law: 
Dipl. Ing. Stefan Kempter & Dr. Andrea Kempter
Contact: info [at] it-processmaps [dot] com
Web: it-processmaps.com | yasm.com
VAT ID: DE 262014997


Trademarks: ITIL® is a Registered Trade Mark of Axelos Limited. YaSM is a registered trade mark of IT Process Maps GbR.


Areas of Expertise

  • ITIL®
  • YaSM®
  • Service Management
  • ITSM
  • ISO/IEC 20000
  • Project Management
  • Geograpical Information Systems
  • Knowledge Based Systems.


Suggested Circles

These are some of my favorites to read about:
  • YaSM
  • ITSM, ITIL
  • Project Management
  • GIS
  • Science
  • Photography
  • Social Media, SEO
  • Google+
  • Semantic SEO Technology, Schema.org, Microdata

Recommendations


... and I highly recommend these people on Google+
Bragging rights
I'm an amateur photographer trying to learn more about photography.
Education
  • it-processmaps.com | yasm.com
    present
  • TU Berlin
    Soil Sciences | Geography, Dr. rer. nat, 1992 - 1996
  • Universität Hannover
    Geography, Dipl.-Geogr., 1984 - 1989
Basic Information
Gender
Female
Relationship
Married
Work
Occupation
Entrepreneur
Skills
YaSM, ITIL, Service Management, ITSM, ISO 20000, Process Management, Project Management
Employment
  • IT Process Maps GbR
    Owner, 2006 - present
  • Tirol Kliniken GmbH
    Project Manager, 2002 - 2006
  • ADAC e.V.
    Head of Business Intelligence and Geographical Data Services, 1998 - 2002
  • Smallworld Systems GmbH (now: GE Energy)
    Technical Consultant, 1995 - 1998
  • State Authority for Mining, Energy and Geology (LBEG)
    Member of the Scientific Staff, 1987 - 1993
Places
Map of the places this user has livedMap of the places this user has livedMap of the places this user has lived
Currently
Kempten (Allgäu) Area, Germany
Previously
Innsbruck, Austria - Munich, Germany - Frankfurt am Main - Hannover
Contact Information
Work
Phone
+49-8363-927396
Email
Fax
+49-8363-927703
Address
IT Process Maps GbR, Am Hörnle 7, 87459 Pfronten, Germany