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The YaSM® Model: Service Management and ITSM.
The YaSM® Model: Service Management and ITSM.

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YaSM Wiki | What is new in ISO 20000:2018?
ISO 20000 will be updated in Q4 2018. ISO/IEC 20000:2018 (Part 1) is a completely revised version of the international service management standard, ISO/IEC 20000:2011.

With the update of the ISO 20000 standard, new requirements have been introduced (for example in the areas of service planning and delivery), some content has been removed (such as references to the "PDCA" methodology), and several clauses have been rephrased in the latest edition of ISO 20000 to be more generic.

What are the key differences between the latest edition of ISO 20000-1:2018 and the previous 2011 version?

Learn about the new edition of the standard in the YaSM Wiki:
https://yasm.com/wiki/en/index.php/ISO_20000_-_2018
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YaSM Wiki | The Human Resource Management Process
The human resource management (HRM) process in the YaSM service management model identifies and provides the skills and levels of staff required for the service provider to achieve its objectives.

Once the set of required skills is established, the human resources manager will initiate suitable measures to acquire those skills, for example by organizing training and education programs or by recruiting new staff.

The skills available in the service provider organization are managed through the skills register, which describes the skills and lists the individuals who possess those skills.

From the YaSM Service Management Wiki:
https://yasm.com/wiki/en/index.php/SP10:_Manage_human_resources

#EnterpriseServiceManagement #ITSM
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YaSM Wiki | The Compliance Management Process
Many organizations are subject to various types of compliance requirements, such as laws, industry standards, etc.

YaSM compliance management is responsible for identifying the compliance requirements which are relevant for the organization's services, processes and systems and for defining the approach for fulfilling those requirements.

From the YaSM Service Management Wiki:
https://yasm.com/wiki/en/index.php/SP9:_Ensure_compliance

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YaSM Wiki | How Enterprise Service Management evolved out of ITSM
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.
https://yasm.com/wiki/en/index.php/Enterprise_Service_Management_(ESM)_and_YaSM

Head over to the YaSM Wiki:
- Definition of enterprise service management
- How ESM evolved out of ITSM
- Benefits of applying service management best practice
- Enterprise service management processes and the ESM service lifecycle
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YaSM Wiki | How to prepare for disaster events? - The ITSCM process in YaSM
The disaster prevention process ensures service continuity in the case of events considered disasters, such as floods, fires, power failures, etc.

Preparing for disaster events starts with the compilation of a register of managed disaster events, which lists the types of disasters for which the service provider has decided to put some kind of preparation in place. The register also specifies the responses to the identified events, in particular the related service continuity plans.

From the YaSM Service Management Wiki:
https://yasm.com/wiki/en/index.php/SP8:_Prepare_for_disaster_events

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Video | The YaSM RACI Matrix - Service management roles and responsibilities
How the YaSM RACI matrix ("responsibility assignment matrix") supports your service management initiative: ► https://yasm.com/en/videos/yasm-raci-matrix

A RACI matrix describes the participation by various roles in completing tasks or deliverables for business processes. RACI models are especially useful in clarifying roles and responsibilities in cross-functional processes.

The RACI matrix shown in this video is part of the YaSM® Process Map.

#ITSM #EnterpriseServiceManagement

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YaSM Wiki | The Security Management Process
The security management process in YaSM ensures the security of the service provider's range of services and aligns the security needs of the service provider with those of its customers. This includes ensuring that systems and data are protected from intrusion and only accessed by authorized parties.

Ensuring security starts with the compilation of a security risk register which lists the identified security risks and their properties, as well as suitable risk responses (security controls or other risk mitigation measures).

Head over to the YaSM Service Management Wiki where you'll find the detailed process description, definitions of the process outputs, suitable process metrics and the responsibility matrix:
https://yasm.com/wiki/en/index.php/SP7:_Ensure_security

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YaSM Wiki | Metrics that matter: The most important KPIs to track in service management
Process metrics (at times also referred to as 'key performance indicators' or 'KPIs') are used to assess if the service management processes are running according to expectations.

Defining KPIs is above all about deciding what exactly is considered "successful" process execution. Once this is established, suitable metrics can be defined and subsequently measured. The process owners are then in a position to evaluate the quality of their processes, which in turn is the basis for process improvement.

The YaSM Wiki lists the relevant KPIs for the service lifecycle processes and supporting service management processes.
https://yasm.com/wiki/en/index.php/YaSM_Metrics

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YaSM Metrics
YaSM Metrics
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YaSM Wiki | The Project Management Process
The project management process is about planning and coordinating the resources to complete a project within time, cost and scope. YaSM recommends executing all initiatives of a larger scale as formal projects (the project policy contains the rules for deciding if a project must be set up).

The impetus to start up a project may come from various sources, depending on the nature of the initiatives that are to be executed. Typical examples are:

- Strategic initiatives with the aim of establishing a new or significantly changed service
- Process improvement and service improvement initiatives
- Initiatives to improve service security or continuity.

From the YaSM Service Management Wiki:
https://yasm.com/wiki/en/index.php/SP6:_Manage_projects

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YaSM Wiki | ISO 20000 requirements and related service management processes
One of the objectives when creating YaSM was to provide a service management model which is closely aligned with ISO/IEC 20000 ('ISO 20000').

Frequently, certification according to ISO 20000 is sought because it enables organizations to prove that they are customer-oriented, efficient and effective suppliers of services.

The certification can thus be used for marketing purposes, or to gain access to customers and markets which require their service suppliers to be ISO 20000 certified.

The YaSM model consists of a tightly focused set of processes, policies and document templates which provide a solution for every ISO 20000 requirement.

Details: ISO 20000 requirements and related service management processes
https://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000

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