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Andrea Kempter
ITIL®, YaSM®, ISO 20000 | Service Management and ITSM.
ITIL®, YaSM®, ISO 20000 | Service Management and ITSM.


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Infographic | How to prepare an ITIL project?
We are often asked what is important when setting up and carrying out ITIL projects.

In our view, organizations that wish to implement ITIL should put a few prererequisites in place right at the beginning, to ensure that the ITIL principles are adopted in the long term.

So these, in particular, should be the first steps of an ITIL implementation project:
- Familiarize yourself with the ITIL principles.
- Establish a system for managing the ITIL processes.

Visit the ITIL Wiki:

From the IT Process Wiki, by: +ITIL Process Map


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The differences between ISO 20000:2018 and ISO 20000:2011
ISO 20000 will be updated in 2018. ISO/IEC 20000:2018 (Part 1) is a completely revised version of the international service management standard, ISO/IEC 20000:2011.

Check out this detailed comparison in the +YaSM Service Management Wiki:


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Operational processes are probably the most widely known and used parts of service management and ITSM best practice.

The service operation process in +YaSM 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.

To get the complete picture, please visit the YaSM Service Management Wiki!

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Free ITIL checklist: "Capacity Plan"
From the IT Process Wiki, by: +ITIL Process Map
ITIL Wiki | What should be included in a 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.

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

To get the complete picture, please visit the free ITIL Wiki:

Checklist Capacity Plan
Checklist Capacity Plan

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In the +YaSM service management model we distinguish between service lifecycle processes and supporting processes:

- The service 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.

Service management best practice offers benefits to any organization providing services - not only providers of IT services! Learn more in the free Service Management Wiki:

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YaSM video | If you stop improving, you will fall behind
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.

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 CSI process works in +YaSM:

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From 'This View of Service Management' | Using spare time
"There is a strong contrast between the traditional management view of spare time and the kanban view. Traditional managers view spare time as something to avoid, as a sign of inefficiency or even laziness. One important responsibility of such managers is to keep workers busy."

Great article by +Robert Falkowitz:

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

At the end of the service implementation 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.

To get the complete picture, please visit the YaSM Service Management Wiki!

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Comparison: YaSM vs. ITIL®
The +YaSM service management model was designed to be well aligned with the IT Infrastructure Library® so that users familiar with ITIL® will instantly recognize the common principles. YaSM, however, is somewhat leaner and less complex. This was important to us because we think both large and small organizations should be able to benefit from ITSM/ ESM best practice.

From the YaSM Wiki:

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10th anniversary of the free ITIL Wiki!
It is now ten years since IT Process Maps published the first version of the free ITIL® Wiki, and over the years the 'IT Process Wiki' has grown into one of the most popular destinations on the internet for those who want to learn about ITIL® and IT service management best practices.

Thank you for the great feedback throughout the years!

Read the full article here:

Visit the ITIL Wiki:
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