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Screen shotsThe YaSM Process Map for Microsoft Visio – Examples and overview of contentsThe Y aSM Process Mapfor Microsoft V isio Exampl es and ov erv iew of contentsY aSM Process Map
ContentsYaSM processesPage 3Overview and flowchart diagrams in threelevels of detailPage 3Process structurePage 7YaSM documents and records( “YaSM data objects ”)Page 11Overview of the YaSM data objectsPage 12YaSM data object modelPage 13Object lifecycle diagramsPage 14YaSM checklists/ document templatesPage 15RACI matrixPage 16For more information on the Y aSM ProcessMap please visit y asm.com.The YaSM Process Map for Microsoft Visio 2022 IT Process Maps GbR y asm.com2
The YaSM Process Map: Process diagrams in three levels of detailThe core of the Y aSM Process Map is a setof process diagrams in three levels of detail The top-level diagram (level 1) presents anoverview of the YaSM processes. 19 overview diagrams on detail level 2show for each YaSM main process how it isrelated to the other main processes andwhat sub-processes it contains. On detail level 3, 105 flowchart diagramsprovide a detailed account of the processactivities and the process interfaces. Hyperlinks make it easy to navigate in theprocess model: Going down to a moredetailed view or moving up to a higherlevel diagram takes only a mouse-click.Level 1:Overview of YaSMservice managementprocessesLevel 2:YaSM main processesThe following pages contain vector graphics to see the process models in detail use yourPDF viewer's zoom function.Level 3:YaSM sub-processesThe YaSM Process Map for Microsoft Visio 2022 IT Process Maps GbR y asm.com3
Detail level 1: YaSM service management processesOverview: YaSM service management processesSet the strategicdirectionZoom in using yourPDF viewer’s zoomfunction!YaSM Service LifecycleProcessesStrategic plan(updated)Design new orchanged servicesService definition(drafted)Service implmnt.blueprint (completed)Build new orchanged servicesService operationmanual (drafted)Operate the servicesService quality report(completed)Improve the servicesService review report(completed)Service improvementplan - SIP (updated)Set up and maintainthe servicemanagement systemService managementpolicies (authorized)Assess andcoordinate changesChange schedule(updated)Ensure complianceCompliance register(authorized)Process model(updated)Maintain the serviceportfolioService portfolio(updated)Manage projectsProject plan(updated)Ensure securityRegister of securityrisks (authorized)Manage humanresourcesSkills inventory(updated)Service definition(activated)Manage customerrelationshipsCustomer serviceagreement (signed)Manage suppliersY aSM top-leveldiagram.External serviceagreement (signed)Underpinningsecurity policy(authorized)ManageconfigurationinformationCI record (verified)Prepare for disastereventsRegister of manageddisaster events(authorized)Service continuityplan (released)Manage servicefinancialsFinancial budget(authorized)Financial report(completed)High-level view ofthe YaSM servicemanagementprocesses.Supporting YaSM ProcessesBack to Front PageThe YaSM Process Map for Microsoft Visio 2022 IT Process Maps GbR y asm.com4
Detail level 2: “ Operate the services ”Overview: Operate the servicesExternal processesSupporting servicemanagement processesOther servicelifecycle processesOther servicelifecycle processesSupporting servicemanagement processesExternal processesServi ce operat ionmanual (released)Recovery plan(released)Zoom in using yourPDF viewer’s zoomfunction!Build new or changedservicesIncident model(released)Servi ce requestmodel (released)Servi ce operat ionmanual (draft ed)Recovery plan(draft ed)Servi ce qualityreport (completed)Technical manualBuild new or changedservicesServi ce operat ionmanual (released)User manualImprove the servi cesSuggested servicemodificationIncident model(draft ed)Servi ce requestmodel (draft ed)Suggested processmodificationProblem record(suggested)Improve the servi cesSet up and mai nt ainthe serv icemanagement systemServi ce improvementplan - SIP (updated)YaSM servicemanagement processesServi ce operat ionmanual (draft ed)Servi ce qualityreport (completed)Mai nt ain the serviceportfolioSuperior processMai nt ain the serviceportfolioServi ce portfoli o(updated)Servi ce qualityreport (completed)Servi ce definition(act ivated)Complaint record(raised)Operat ional serviceagreement (signed)CI record (updated)Manage configurationinformationConfiguration model(released)Provide guidance forservice operationCI record (verified)Change statusinformationChangeaut horization noticeServi ce operat ionmanual (released)Resolv e i nci dents andservice requestsUnderpinningsecuri ty policy(aut horized)Recovery plan(released)Incident record(closed)Incident model(released)Problem record(suggested)Servi ce requestmodel (released)Security alertIncident model(draft ed)Incident record(open)Resolv e probl emsServi ce requestmodel (draft ed)Problem record(open)Problem record(open)Problem record(deferred)Index of disasterrelevant information(released)Servi ce continuityplan (released)Ensure securi tyIncident record(closed)Guidel ine fordisaster events(released)Prepare for disasterevent sAssess and coordinatechangesIncident record(closed)Perform rout ineoperational tasksChange schedule(updated)Ensure securi tyManage configurationinformationChange record(proposed - RFC)Recovery plan(released)Planned serv iceoutages (updated)Change model(released)Assess and coordinatechangesSupport t he serviceoperationServi ce operat ionmanual (released)Manage cust omerrelationshipsServi ce access logMonitor the servicesIncident record(raised)Sy stem event logRecovery plan(draft ed)Manage humanresourcesSkills inventory(updated)Sy stem event logServi ce operat ionmanual (released)Produce service qual ityreportsServi ce qualityreport (completed)Recovery plan(released)Prepare for disasterevent sSuggested imprv. tocontinuityarrangement sManage suppli ersGoods received noteRequest to add ski llsand humanresourcesManage servicefinancialsManage humanresourcesBudget request(approv ed)Purchase requestBack to Front PageManage suppli ersServi ce qualityreport (completed)Request by cli ent/service userServi ce requestrecord (raised)Customer processIncident record(raised)Escalati on requestServi ce qualityreport (completed)Servi ce usagestati sticsY aSM mainprocesses.Manage servicefinancialsBudget request(submitted)Incident/ requeststatus inquiryIncident/ requeststatus informationExternal supplierprocessTechnical manualPro-act ive userinformationUser manualSelf-help informationfor usersCustomer processCustomer surveyquestionnaire (to becompleted)Servi ce qualityreport (completed)Support requestThe YaSM Process Map for Microsoft Visio 2022 IT Process Maps GbR y asm.comExternal supplierprocessThere are 19 processmodels of this typeon detail level 2.5
Detail level 3: “Resolve incidents in 1st level support”Resolve incidents in 1st level supportProcess OwnerIncident managerSuperior ProcessesSupport i nci dent andservice requestresol utionYaSM servicemanagement processesIncident model(released)Log incidents andservice requestsZoom in using yourPDF viewer’s zoomfunction!Operat e the servicesResolv e i nci dents in2nd level supportResolv e major incident sIncident record(open)Resolv e i nci dents andservice requestsIncident record(open)Monitor i ncidents andservice requestsMonitor i ncidents andservice requestsProblem record(open)Resolv e probl emsClose i nci dents andservice requestsIncident record(resol ved)Problem record(deferred)Resolv e i nci dents in 1stlevel supportTechnical manualProvide guidance forservice operationPlanned serv iceoutages (updated)Manage configurationinformationConfiguration model(released)Resolv e probl emsProblem record(suggested)Process objective:To resolve an incident (serviceinterruption) within the agreed timeframe. The aim i s the fast recoveryof the servi ce, possibly by apply ing aworkaround. As soon as it becomesclear that 1st level support is notabl e to resolve the incident itself orwhen target ti mes for 1st levelresol ution are exceeded, theincident is transferred to 2nd levelsupport.User manualRecovery plan(released)CI record (updated)Manage configurationinformationSupport requestExternal supplierprocessCI record (verified)Assess and coordinatechangesChange model(released)Change schedule(updated)Ensure securi tySecurity alertBack to Front PageResource1st level supportIncident recordfor standardincident createdCarry out an initialanalysisSearch theknowledge baseDiscov er the fullsymptoms, what exact lyhas gone wrong andwhich configurat ionitems are affected.In particular, check ifthere are any applicableincident models thatdescri be how to resol vethe incident on hand.If possi bl e, matchincident toexist ing problemIf the incident has beenmatched to an existingproblem, update theincident record.Decide whether adirect resolutionby 1st levelsupport ispossibleDet ermineadequate 2ndlevel supportagent or groupIncident must betransferred to 2ndlevel supportAssumption: If anincident can be fixedimmediately, possibleusing a preauthorizedmi nor change, then 1stlevel support wil l do so.Underlying cause forthe incident can beresol vedIncident can beresol ved by anexist ing workaroundCheck if aworkaround isav ailableTransfer incidentto 2nd levelsupportThi s is also referred to as'functional escalation'.Correct theunderlying causeof the incidentIncident transferredto 2nd level supportApply exi stingworkaroundAt this stage, theincident is linked to aproblem record, soproblem mgmt. cansubsequently resolv e theunderlying cause.If the incident can bematched to a problemrecord, check if itcontai ns a workaroundthat can be applied toresol ve the i ncident.Incident can beresol ved by a newworkaroundSearch incidentrecordsApply newworkaroundCheck ex isti ng incidentrecords for si milarfail ures and appliedresol utions.Check recentlyimplementedchangesAssess if recentl yimplemented changescould be at the root ofthe serv ice failure.Y aSM subprocesses.Consult technicaland user manualsLook for possi bl e rootcauses and ways tocorrect the servicefail ure.Apply anyrecoveryproceduresrequiredVerify that theincidentresol ution iscompleteApply tests or check withthe users to ensure thatthe failed service isact ually restored.Incidentresol ution hasfail edIncidentresol ution iscompleteRoll back anychanges made, ifdeemedappropriateDocumentresol ution andupdate theincident recordWhere necessary,updateconfigurationinformation in theCMSIf appropriate,suggest a newproblemCheck foroutstandinglinked incidentsIf it must be assumedthat the root causebehi nd an incident is notfully understood, raise anew problem. Al so if anew workaround hasbeen appl ied, raise anew problem record anddocument the details ofthe workaround.Thi s would apply ifsev eral incidents hadbeen reported and areoutstanding which canbe linked to the incidentjust resol ved.No outstandinglinked incidentsexistSet incidentrecord status to'resol ved'Incident resolvedIf a standard (mi nor)change has been made,the CMS needs to beupdated.The YaSM Process Map for Microsoft Visio Outstandinglinkedincidents existRepeat resol ut ionfor linkedincidents, asrequired 2022 IT Process Maps GbR y asm.comThere are 105diagrams of this typeon detail level 3.6
The YaSM process structureDetail: Process structureThe Y aSM Process Map offers completecov erage of the Y aSM serv ice managementprocesses. The following pages provide a completeview of the process hierarchy contained inthe YaSM Process Map. Each of the processes on detail levels 1 and2 is represented by a process overviewdiagram (see example on page 5). Each sub-process on detail level 3 isrepresented by a process flowchartdiagram in BPMN format with a detailedaccount of the process activities andinterfaces (see example on page 6).Processes on detail levels1 and 2 linked to processoverview diagrams.Sub-processes (detaillevel 3) linked toflowchart diagrams.The following pages contain vector graphics to see the process models in detail use yourPDF viewer's zoom function.The YaSM Process Map for Microsoft Visio 2022 IT Process Maps GbR y asm.com7
YaSM process structure: Service lifecycle processesYaSM process structure:Service lifecycleprocessesProcess overview diagramsYaSM process structure:Supporting servicemanagement processesBack to Front PageZoom in using yourPDF viewer’s zoomfunction!Flowchart diagramsYaSM servicemanagement processes0Set the strategicdirectionLP1Perform strategicassessmentsLP1.1Provide guidance forthe use of technologyLP1.2Define strategicinitiativesLP1.3Start up servicedevelopment projectsLP1.4Monitor strategicinitiativesLP1.5Design new or changedservicesLP2Define required servicepropertiesLP2.1Design requiredinfrastructureLP2.2Outline theimplementationapproachLP2.3Prepare the serviceimplementationLP2.4Build new or changedservicesLP3Coordinate dvlpmt. andprocurement activitiesLP3.1Develop applicationsand systemsLP3.2Accept delivery of theservice componentsLP3.3Create or updateoperationaldocumentationLP3.4Test the servicecomponentsLP3.5Deploy the servicecomponentsLP3.6Prepare the serviceactivationLP3.7Operate the servicesLP4Support the serviceoperationLP4.1Provide guidance forservice operationLP4.2Monitor the servicesLP4.3Produce service qualityreportsLP4.4Perform routineoperational tasksLP4.5Resolve incidents andservice requestsLP4.6Support incident andservice requestresolutionLP4.6.1Log incidents andservice requestsLP4.6.2Fulfill service requestsLP4.6.3Pro-actively informusers and clientsLP4.6.4Resolve major incidentsResolve incidents in 1stlevel supportLP4.6.5LP4.6.6Resolve incidents in2nd level supportLP4.6.7Monitor incidents andservice requestsLP4.6.8Close incidents andservice requestsLP4.6.9Resolve problemsLP4.7Pro-actively identifyproblemsLP4.7.1Categorize andprioritize problemsLP4.7.2Analyze and resolveproblemsLP4.7.3Monitor outstandingproblemsLP4.7.4Close problemsLP4.7.5Improve the servicesLP5Perform servicereviewsLP5.1The YaSM Process Map for Microsoft Visio Define serviceimprovementsLP5.2Start up serviceimprovement initiativesLP5.3Implement serviceimprovementsLP5.4Monitor serviceimprovement initiativesService lifecy cleprocesses.LP5.5 2022 IT Process Maps GbR y asm.com8
YaSM process structure: Supporting service management processes [1/2]Zoom in usingyourYaSM process structure:Service lifecycle processesProcess overview diagramsYaSM process structure:Supporting servicemanagement processesBack to Front PageZoom in using ction!Flowchart diagramsYaSM servicemanagement processes0Set up and mai nt ainthe serv icemanagement systemSP1Define processimprovementsSP1.1Start up processimprovement initiativesSP1.2Design processes andpoliciesSP1.3Implement processimprovementsSP1.4Monitor processimprovement initiativesOperat e the processesSP1.5SP1.6Perform processreviewsSP1.7Mai nt ain the serviceportfolioSP2Add new or changedservices to t he serviceportfolioSP2.1Update the serv iceportfolioSP2.2Acti vate new orchanged servicesSP2.3Review t he serviceportfolioSP2.4Manage cust omerrelationshipsSP3Find new customersSP3.1Sign or terminatecustomer serviceagreement sSP3.2Handle cust omercomplaintsSP3.3Monitor customercomplaintsSP3.4Hold cust omermeetingsSP3.5Perform customersatisfacti on surv eysSP3.6Manage configurationinformationSP4Support t hemanagement of config.informationSP4.1Mai nt ain theconfiguration modelSP4.2Control configurationinformationSP4.3Audit configurati oninformationSP4.4Assess and coordinatechangesSP5Support t heassessment of changesSP5.1Log and review RFCsSP5.2Assess emergencychangesSP5.3Assess changes (changemanager)SP5.4Assess changes (CAB)SP5.5Monitor open changesReview and closechangesSP5.6SP5.7Manage projectsSP6[ ]Start up projectsSP6.1The YaSM Process Map for Microsoft Visio Plan projectsControl projectsSP6.2SP6.3Review and closeprojectsSP6.4 2022 IT Process Maps GbR y asm.comSupporting servicemanagementprocesses [1/ 2].9
YaSM process structure: Supporting service management processes [2/2]YaSM process structure:Service lifecycle processesProcess overview diagramsYaSM process structure:Supporting servicemanagement processesBack to Front PageZoom in using yourPDF viewer’s zoomfunction!Flowchart diagramsYaSM servicemanagement processes0[ ]Ensure securi tySP7Assess security risksSP7.1Define securi tyimprovementsSP7.2Start up securityimprovement initiativesImplement securitycontrolsSP7.3SP7.4Operat e the securitycontrolsSP7.5Review t he securitycontrolsSP7.6Prepare for disasterevent sSP8Assess risks associ atedwith disaster eventsSP8.1Define continuityimprovementsSP8.2Start up continuityimprovement initiativesImplement continuityarrangement sSP8.3SP8.4Operat e the continuityarrangement sSP8.5Review t he continuityarrangement sSP8.6Ensure compli anceSP9Identify compl iancerequirementsSP9.1Define compli ancecontrolsSP9.2Perform compliancereviewsSP9.3Manage humanresourcesSP10Identify the requiredskillsSP10.1Dev elop the requiredskillsSP10.2Recruit new staffSP10.3Manage suppli ersSP11Set up externalsupporting servicesSP11.1Procure infrastructureitemsSP11.2Hold suppli er meeti ngsSP11.3Review supplierperformanceSP11.4Renew or terminatesuppl ier agreementsSP11.5Check supplier i nvoicesHandle suppli erdisputesSP11.6Manage servicefinancialsSP12Mai nt ain the financialmanagementframeworkSP12.1The YaSM Process Map for Microsoft Visio Perform financialplanningSP12.2Prepare financialreportsSP12.3Issue customer inv oicesSP12.4 2022 IT Process Maps GbR y asm.comSP11.7Monitor supplierdisputesSP11.8Supporting servicemanagementprocesses [2/ 2].10
YaSM documents and records (“YaSM data objects”)The Y aSM processes require inputs andcreate outputs, ty pically in the form ofdocuments or records. These documents and records are represented in the YaSM Process Map as“YaSM data object” shapes. For each of the 77 YaSM objects, there is A checklist or document template inMicrosoft Word format to describe itscontentsLog incidents andservice requestsIncident record(open)Resolve incidents in 1stlevel supportTypical contentsLifecycleRelationshipsCheck lists/document templatesObject lifecy clediagramsData objectmodel An object lifecycle diagram to illustratewhich YaSM processes create, update,read and archive the object, and how itsstatus changes throughout its lifecycle. The YaSM data object model helps withunderstanding the purpose of each objectin the YaSM model, by providing acomplete overview of the YaSM objectsand their key relationships.19 additional checklists explain the typicalcontents of the service managementpolicies (there is one policy for every YaSMprocess).The YaSM Process Map for Microsoft Visio 2022 IT Process Maps GbR y asm.com11
Overview of YaSM data objectsZoom in using yourPDF viewer’s zoomfunction!YaSM data objects associated with service lifecycle processesSet the strat egicdirectionDesign new or changedservicesLP1Build new or changedservicesLP2Strategic assessmentreportServi ce implmnt.blueprintStrategic objectiv esRequirementsspecificationLP3Improve the servi cesLP4Servi ce operat ionmanualTest scriptStrategic pl anOperat e the servicesLP5Incident recordServi ce improvementplan - SIPServi ce review reportTest reportRecovery planIncident modelServi ce readinessconfirmationPlanned serv iceoutagesServi ce requestrecordServi ce qualityreportServi ce requestmodelTechnology guidelineProblem recordYaSM data objects associated with supporting service management processesSet up and mai nt ainthe serv icemanagement systemMai nt ain the serviceportfolioSP1Manage cust omerrelationshipsSP2Manage configurationinformationSP3Servi ce managementpoliciesServi ce portfoli oCustomer portfolioAssess and coordinatechangesSP4Manage projectsSP5SP6Configuration modelChange modelProject charterProcess modelServi ce definitionCustomer serviceagreementCI recordChange recordProject planProcess operationmanualServi ce portfoli oreview reportComplaint recordConfiguration auditreportChange scheduleProject status reportProcess review planOperat ional serviceagreementCustomer surveyquestionnaireCAB meeti ngmi nut esProject issue logProcess reviewreportCustomer surveyevaluationChange assessmentreportProject review reportProcess metri cCustomer meetingmi nut esPost-implementationreview reportProcessimprovement plan PIPPrepare for disasterevent sEnsure securi tySP7SP8Ensure compli anceManage humanresourcesSP9Manage suppli ersSP10Manage servicefinancialsSP11SP12Register of securit yrisksRegister of manageddisaster eventsCompli ance registerSkills inventorySupplier portfoli oUnderpinningsecuri ty policyServi ce continuityplanCompli ance reviewreportSkills developmentplanExternal serviceagreementBudget requestSecurity operationmanualContinuity operationmanualSupplier meetingmi nut esIndirect costal location tableFinancial budgetSecurity reviewreportContinuity rev iewreportSupplier revi ewreportSpecificati on offinancial dat acat egoriesSecurityimprovement planContinuityimprovement planSupplier disputerecordFinancial reportGuidel ine fordisaster eventsIndex of disasterrelevant informationThe YaSM Process Map for Microsoft Visio Y aSMdata objects. 2022 IT Process Maps GbR y asm.comThis diagram provides a complete listof the documents andrecords (“dataobjects”) used in theYaSM Process Map.12
YaSM data object modelService requestrecordService requestmodelrefers toIncident recordZoom in using yourPDF viewer’s zoomfunction!Incident modelrefers torefers toProblem recordrefers torelates toCI recordConfiguration modeldefinestypes ofrelates toConfiguration auditreportThe Y aSM dataobject model.Recovery planis inputforrefers toPlanned serviceoutagesThe YaSM Process Map for Microsoft Visio is inputforService operationmanual 2022 IT Process Maps GbR y asm.comis inputforA complete overview of the keyrelationshipsbetween the YaSMdocuments andrecords.13
YaSM object lifecycle diagram: „Incident record“Master object and link to checklist:Incident recordCreatesUpdatesReadsArchivesLog incidents and servicerequestsZoom in using yourPDF viewer’s zoomfunction!Log incidents and servicerequestsIncident record(raised)Incident record(rejected)Customer processIncident record(raised)Log incidents and servicerequestsPro-actively inform users andclientsIncident record(open)Incident record(open)Monitor the servicesIncident record(raised)Monitor incidents and servicerequestsIncident record(open)Resolve major incidentsIncident record(open)Resolve incidents in 1st levelsupportIncident record(open)Resolve incidents in 2nd levelsupportIncident record(open)Resolve major incidentsClose incidents and servicerequestsIncident record(resolved)Resolve incidents in 1st levelsupportIncident record(resolved)Resolve incidents in 2nd levelsupportIncident record(resolved)Incident record(closed)Pro-actively identify problemsCategorize and prioritizeproblemsIncident record(closed)Produce service quality reportsIncident record(closed)Review and close changesIncident record(closed)Operate the security controlsIncident record(closed)Review the security controlsIncident record(open)Incident record(closed)Support incident and servicerequest resolutionIncident record(closed)Incident record(rejected)The YaSM Process Map for Microsoft Visio Y aSM objectlifecy cle diagrams. 2022 IT Process Maps GbR y asm.comThe YaSM ProcessMap contains75 diagrams of thistype, one for eachYaSM data object.14
YaSM checklists/ document templatesCheck lists /document templatesThe YaSM ProcessMap contains 95checklists in Word format, describingthe typical contentsof the YaSM dataobjects (documentsand records).The YaSM Process Map for Microsoft Visio 2022 IT Process Maps GbR y asm.com15
RACI matrix: Participation of the YaSM roles in the YaSM processesPop-up hints showthe processobjectives.Process diagrams can beopened directly from the matrixby clicking on a process name.The YaSM Process Map for Microsoft Visio 2022 IT Process Maps GbR y asm.com16
ContactIT Process Maps GbRDipl.-Ing. Stefan Kempter& Dr. Andrea KempterSchönauer Str. 5788131 Lindau (Bodensee)GermanyTel. 49 8382 2809303E-Mail: info@yasm.comit-processmaps.com yasm.comMember of itSMF IT Process Maps GbR, 2022YaSM is a registered trade mark of ITProcess Maps GbR.Microsoft , Visio , Excel , SharePoint and Word are registered trademarks ofMicrosoft Corp.The YaSM Process Map for Microsoft Visio 2022 IT Process Maps GbR y asm.com17
CMS If a standard (minor ) change has been made, the CMS needs to be updated. Outstanding linked incidents exist No outstanding linked incidents exist Zoom in using your PDF viewer's zoom function! Detail level 3: "Resolve incidents in 1st level support" YaSM sub-processes. There are 105 diagrams of this type on detail level 3.
