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ITIL Process Map
ITIL® Wiki & ITIL process templates | News: IT Process Wiki & the ITIL® Process Map
ITIL® Wiki & ITIL process templates | News: IT Process Wiki & the ITIL® Process Map


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ITIL Wiki | What should a Release Policy include?
The Release Policy represents a set of rules for deploying releases into the live operational environment, defining different approaches for releases depending on their urgency and impact.

A free release policy template is available in the ITIL Wiki:

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ITIL Wiki | Project management basics
When a business has to address a completely new task it is usually necessary that specialists from very different areas and corporate sectors work together. Here the definition of a project would make sense: It ensures a higher degree of flexibility as it goes beyond day-to-day operations. Project work provides the benefit of finding common solutions rapidly and effectively.

On the other hand, success of the project is not guaranteed, since its content is always new, contrary to business operations which are repetitive and have long been practiced in the company. Even when several approaches have been developed to achieve the project goal, the result is often incalculable.

For these reasons, it is essential to have access to reliable project planning, concrete commitment of the necessary resources and, most important, clear rules for the project work.

So, how to structure and manage a project?

The ITIL Wiki is a good starting point for anyone looking to learn the project management basics:

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3rd anniversary of the free YaSM Service Management Wiki
The YaSM Wiki contains a complete overview of service management according to YaSM - the streamlined framework for everyone in the business of providing services.

The wiki is the ideal starting point if you would like to learn more about enterprise service management, ITSM and ISO 20000.

You'll find detailed guidance and examples on how the YaSM framework can be applied to improve the delivery of services.

The YaSM Wiki main page:

► YaSM on Google+: +YaSM

#EnterpriseServiceManagement #ITSM #ITIL

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ITIL Wiki | Free RFC Template
The Request for Change (RFC) is formal request for the implementation of a Change. The RFC is a precursor to the Change Record and contains all information required to approve a Change. Further information is added as the Change progresses through its lifecycle. The level of detail depends on the size and likely impact of the Change.

A Request for Change is to be submitted to Change Management for any non-standard Change.

A Request for Change contains the following information:

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Video | Don't leave customer support to luck
Service providers need a consistent, professional approach to managing incidents and service requests, because bad customer support drives away customers:

Keeping existing customers is way easier and cheaper than winning new ones, so it's not surprising that there is a strong emphasis on support processes in all service management frameworks and standards.

Indeed, incident management is probably the best-know process in these frameworks, but quite a few more processes play their part in getting customer support right.

From the YaSM Wiki | YaSM's incident management process:

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YaSM Wiki | What is Enterprise Service Management?
Enterprise service management (ESM) is an approach for providing value to customers in the form of services. ESM includes capabilities for designing, implementing, operating and improving services.

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.

Head over to the +YaSM service management 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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ITIL Wiki | Free "Service Design Package" template

The Service Design Package (SDP) builds upon the Service Level Requirements. It further specifies the requirements from the viewpoint of the client and defines how these are actually fulfilled from a technical and organizational point of view.

The Service Design Package is passed from Service Design to the Service Transition process and details all information required in order to develop the service solution, including a preliminary (intended) time-schedule for the Service Transition phase.

The detailed template is available in the ITIL Wiki:

#itil #itsm

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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:

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.

From the YaSM Wiki | YaSM's service improvement process:

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Video | The ITIL® - ISO 20000 Bridge: ITIL templates for your ISO 20000 initiative

Learn how the ITIL - ISO 20000 Bridge helps you with keeping track of your progress towards ISO 20000 compliance:

For every ISO 20000 requirement, the Bridge provides specific suggestions on how it can be fulfilled, in the form of ready-to-use process templates, document templates and checklists.

In this video +Stefan Kempter explains how the ISO 20000 Bridge works and how it supports you as you prepare your organization for the ISO/IEC 20000 certification audit.

Start the video here:

Details: What is ISO20000 ("ISO/IEC 20000"), and how is the ISO 20000 standard related to the ITIL processes?

For more information about the ITIL - ISO 20000 toolkit, check out the product page:

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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:

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 there is also a strong emphasis on defining service properties and setting up formal customer agreements.

Resources from the YaSM Wiki:

The service design process:

Service definitions and agreements:
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