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Video | If you stop improving, you will fall behind

Service improvement is not simply about optimizing customer satisfaction or maximizing profits. The real point is to avoid stagnation: If we don't move with the times, we'll be left behind. Our third video about the simple principles of good service management explains how the continual service improvement process works in YaSM:
http://yasm.com/en/videos/yasm-improve-service-quality-pdca-csi

The idea of the service lifecycle and continual improvement has a long history and was not invented specifically for managing services. It is modeled upon a well-established management method for continual improvement, known for example as the "Plan-Do-Check-Act" or "PDCA cycle" that was made popular by Edwards Deming.


Resources from the YaSM Wiki:

YaSM's service improvement process:
http://yasm.com/wiki/en/index.php/LP5:_Improve_the_services

From the YaSM Blog | YaSM and continual service improvement:
http://yasm.com/en/blog/continual-service-improvement-csi-yasm


This video on YouTube:
https://youtu.be/W_CjLsil92Y

#EnterpriseServiceManagement #ITSM
Service improvement is not simply about optimizing customer satisfaction or maximizing profits. The real point is to avoid stagnation: If we don't move with the times, we'll be left behind.
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Video | Vaguely defined services can't be managed
Our second video about the simple principles of good service management explains why service definitions and service agreements are the key to success:
http://yasm.com/en/videos/service-definition-yasm-service-design

The idea of defining services is not new: In fact, we find it in every service management framework and standard. ITIL® and ISO 20000, for example, relate to service level agreements or SLAs as the documents where the services are defined.

In YaSM we also have a strong emphasis on defining the properties of our services and setting up formal agreements with our customers.


Resources from the YaSM Wiki:

YaSM's service design process:
http://yasm.com/wiki/en/index.php/LP2:_Design_new_or_changed_services

Service definitions and agreements:
http://yasm.com/wiki/en/index.php/Customer_vs._Operational_Service_Definitions_and_Agreements


This video on YouTube:
https://youtu.be/SJkNBtphFPc

#ServiceManagement #ITSM
Why service definitions are so useful and how they play a key role in YaSM service management. - The idea of defining customer services is not new: [...]
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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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Understanding YaSM service management | Free webinar (recording)
What is the YaSM framework and how does the YaSM Process Map support your enterprise service management or ITSM initiative?
http://yasm.com/en/videos/what-is-yasm-webinar

We offer interactive webinars every two weeks, but you may want to watch a webinar instantly. So we created a recording of our YaSM webinars that you can start any time.
Watch it on YouTube:http://youtu.be/M2JGfc9CZf4

+Stefan Kempter explains what the YaSM framework is about. He presents the free "YaSM Wiki" and the "YaSM Process Map": A process model with a complete set of process and document templates for organizations that want to get serious with introducing enterprise service management or ITSM.

Topics covered in the YaSM webinar:

1. How does YaSM relate to other service management or ITSM frameworks and standards such as ITIL®, ISO20000, COBIT®, USMBOK™ and CMMI-SVC®?
2. What are the contents of the free "YaSM Wiki" and why is the wiki the ideal starting point if you would like to learn more about YaSM and service management best practice?
3. Learn how to use the "YaSM Process Map" to improve your service management or ITSM initiative and how to adapt the process model to the needs of your organization.
4. Find out how the "YaSM - ISO 20000 Bridge" can help you if you want to get certified against ISO 20000.

Watch the YaSM webinar!
http://yasm.com/en/videos/what-is-yasm-webinar

#EnterpriseServiceManagement #ITSM

YaSM service management and the YaSM Process Map: Best practices for service providers | Free webinar (recording).
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From the YaSM Blog: Is YaSM 'ITIL lite' or 'lean ITIL'?
YaSM is definitely lighter than ITIL® (actually we decided to create YaSM because many of our customers looked for something lighter). But we don't want YaSM to be confused with what is often called "ITIL lite" or "lean ITIL" because we think the existing approaches are often flawed! -- ► http://yasm.com/en/blog/yasm-itil-lite

Further reading:
YaSM and the IT Infrastructure Library ITIL® - The differences and similarities of the two service management frameworks: ► http://yasm.com/wiki/en/index.php/YaSM_and_ITIL

#yasm #itil #itsm
When presenting YaSM to someone who has never heard of it before, I get frequently asked whether YaSM is a lean or light version of ITIL. YaSM is definitely lighter than ITIL. But ...
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The YaSM Process Map
For organizations that want to get serious with introducing service management or ITSM best practice we offer a complete and detailed process model with ready-to-use process diagrams and document templates, called the YaSM® Process Map.

All process diagrams and documents are completely editable and can be adapted to the needs of particular organizations. The YaSM Process Map is currently available for Microsoft Visio® and the ARIS Process Platform™.

More information about the YaSM Process Map:
http://yasm.com/en/products/yasm-process-map

Start the video if you are looking for an introduction to the structure and the contents of the YaSM process model!
http://yasm.com/en/videos/customer-service-management-yasm

#ServiceManagement   #ITSM   #EnterpriseServiceManagement  
The YaSM process model - A ready-to-use set of YaSM process and document templates for your service management or ITSM initiative.
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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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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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YaSM Wiki | Comparison: YaSM and ISO/IEC 20000
One of the objectives when creating YaSM was to provide a service management process framework 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.

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

ISO 20000 requirements and related YaSM processes:
http://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000

Video: The YaSM - ISO 20000 Bridge (Introduction)
http://yasm.com/en/videos/yasm-iso-20000-bridge

#ISO20000 #ITSM #EnterpriseServiceManagement

One of the objectives when creating YaSM® was to provide a service management process framework which is closely aligned with ISO/IEC 20000 ('ISO 20000').
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Video: The YaSM Process Map for Visio and SharePoint
How to use Microsoft SharePoint® for managing your service management processes and sharing them throughout your organization: ► http://yasm.com/en/videos/yasm-visio-sharepoint

In this video +Stefan Kempter demonstrates how you can use the YaSM® Process Map for Visio in combination with SharePoint.

The examples shown in the video are based on the 2016 editions of SharePoint and Microsoft Visio.

For more information about the service management process model check out the link below:
http://yasm.com/en/products/yasm-process-map-visio


This video on YouTube:
https://youtu.be/c6nEZNIgKUw

#EnterpriseServiceManagement #ITSM

How to use Microsoft SharePoint® for managing your service management processes and sharing them throughout your organization.
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YaSM Wiki | Service lifecycle processes ('LP')
LP5: Improve the services

YaSM's service improvement process 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.

Service reviews are held for all types of services, i.e. for customer-facing services as well as (internal or external) supporting services.

Suggestions for service improvements may also originate from other sources, for example from strategic assessments, customer meetings or supplier meetings.

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:

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

#YaSM   #ServiceManagement   #CSI   #ITSM  
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 | Service lifecycle processes ('LP')
LP4.7: Resolve problems

YaSM's problem management process is about managing the lifecycle of all problems. A problem is the underlying cause of one or several (potential) incidents.

The primary objective of the process is to prevent service incidents from happening, and to minimize the impact of incidents which cannot be prevented.

Head over to the YaSM Wiki where you'll find the detailed process description, definitions of the process outputs, suitable process metrics and the responsibility matrix:
http://yasm.com/wiki/en/index.php/LP4.7:_Resolve_problems

#YaSM   #ServiceManagement   #IT   #ITSM  
The objective of "LP4.7: Resolve problems" is to manage the lifecycle of all problems, where a problem is the underlying cause of one or several (potential) incidents. The primary objective of YaSM's problem resolution process is to prevent service incidents from happening, and to minimize the impact of incidents which cannot be prevented.
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YaSM's Collections
Story
Tagline
YaSM®: The streamlined framework for Enterprise Service Management and ITSM.
Introduction

YaSM - Yet another Service Management Model.

The framework for everyone in the business of providing services.

The basic idea behind YaSM is to provide a streamlined framework for managing services on established best practices and standards, such as ITIL® and ISO 20000.

Introduction to YaSM

The framework as such is available to everyone for free, in the form of the "YaSM Wiki". If you would like to learn more about YaSM in general and how it relates to other service management frameworks and standards like ITIL® and ISO 20000, please head over to the

► YaSM Wiki.


Products

The most prominent YaSM product is a detailed process model called the ► YaSM® Process Map.

The process model ultimately defines YaSM at the most detailed level: For each process and sub-process, it describes in the form of a diagram the activities to be performed, the required inputs and the resulting outputs.

An additional component, the ► YaSM® - ISO 20000 Bridge, relates the YaSM processes to the mandatory ISO 20000 requirements and specifically addresses the needs of organizations that wish to achieve certification against ISO 20000.


The YaSM team

YaSM was developed by +Stefan Kempter and +Andrea Kempter, the founders of IT Process Maps - a privately held company in Bavaria, Germany.

IT Process Maps’ focus is on the provision of reference process models for service providers. The company’s officially accredited "ITIL® Process Map" (+ITIL Process Mapis used by businesses and organizations worldwide to implement service management best-practices and ISO 20000.


YaSM auf Deutsch


Trademarks 

YaSM® is a registered trade mark of IT Process Maps GbR. - ITIL® is a registered trade mark of AXELOS Limited.


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

Legal Notice (English)
Impressum (Deutsch)

Contact Information
Contact info
Phone
+49-8363-927396
Email
Fax
+49 8363 927703
Address
IT Process Maps GbR, Am Hörnle 7, 87459 Pfronten, Germany