Transcription
YaSM and theYaSM Process MapI ntroduction toY aSM Serv ice Management
ContentsWhy “Yet another Service Management Model”? . 5YaSM - the idea . 5YaSM isn't about blindly following “best practice” . 5A model for everyone in the business of providing services. 6YaSM and ITIL, ISO 20000, SIAM, VeriSM, DevOps, . 6The YaSM process model . 7History of YaSM . 7Where to learn more about YaSM . 8YaSM processes in brief . 9Service lifecycle processes and supporting processes - The main differences . 9Service lifecycle processes . 11LP1: Set the strategic direction . 12LP2: Design new or changed services; LP3: Build new or changed services . 14LP4: Operate the services . 16LP5: Improve the services . 18Supporting service management processes. 20SP1: Set up and maintain the service management system . 21SP2: Maintain the service portfolio . 23SP3: Manage customer relationships. 25SP4: Manage configuration information . 27SP5: Assess and coordinate changes. 29 IT Process Maps GbRIntroduction to YaSM Service Management-2-
SP6: Manage projects. 31SP7: Ensure security . 33SP8: Prepare for disaster events . 35SP9: Ensure compliance . 37SP10: Manage human resources. 38SP11: Manage suppliers . 39SP12: Manage service financials . 41Three key concepts.42The service portfolio, service definitions and service catalogs . 43Customer vs. operational service definitions and agreements. 44Example 1: Individual service for a single customer . 45Example 2: Free service provided to multiple customers . 45Example 3: Standardized service provided to several customers. 46Example 4: Customer service based on several supporting services. 47Plans for organizing initiatives . 49Execution of strategic initiatives . 50Suggestions for strategic initiatives . 51YaSM products and services .52YaSM Wiki: Free information on the internet . 52Premium products and services . 52The YaSM Process Map . 53Process diagrams . 53Data-focused diagrams . 59 IT Process Maps GbRIntroduction to YaSM Service Management-3-
RACI matrix. 62Checklists and document templates . 63Accompanying documentation . 64Platform-specific features . 64The YaSM - ISO 20000 Bridge . 65 IT Process Maps GbRIntroduction to YaSM Service Management-4-
YaSM - the ideaThe idea behind YaSM 1 is not to add yet another servicemanagement framework to the many that are already in existence, butto describe a straightforward set of processes that enables organizationsto learn by example and bridge the gap between theory and practice.To this end we assessed the most often used frameworks, conceptsand standards for service management and ITSM, in particular ITIL , ISO20000 , COBIT , USMBOK , CMMI-SVC , SIAM and VeriSM , andassimilated the common principles.The result of this effort - the YaSM model - is streamlined insofar as ithas a perfectly clear structure that makes it easy to understand thepurpose of each process. For each process, YaSM provides a detailedtemplate, describing the activities to be performed, the required inputsand the resulting outputs, as well as the responsibilities.1YaSM stands for “Yet another Service Management Model”. YaSM is aregistered trade mark of IT Process Maps GbR. IT Process Maps GbRS e rvice m a nagement pr i nciplesWhy “Yet another ServiceManagement Model”?I S O/ I E C 20000 ITIL COBIT SIAM V er i SM FitSMYaSM USMBOK CMMI-SVC YaSM isn't about blindly following “bestpractice”The YaSM processes are not prescriptive. YaSM is rather a basis fordefining tailor-made processes that work in your organization.And YaSM doesn't have to be “implemented” in full. You can startsmall, concentrating on those process improvements that offer the mostbenefits.Giving the YaSM model a clear, easily understood structure wasimportant to us because we wanted to ensure the model can beadopted in a flexible way: In our experience it is almost impossible tosimplify a complex system - while starting with something simple andadding more sophistication where needed is relatively easy.Introduction to YaSM Service Management-5-
For a first introduction to the YaSM processes, please refer to section“YaSM processes in brief” from page 9.supporting services supplied by third parties. What's more, servicemanagement best practice is increasingly applied in other areas outsideof the IT organization (see above).A model for everyone in the business ofproviding servicesThis has led to the emergence of new concepts, each with its ownfocus:Service management frameworks (especially ITIL ) have until recentlybeen used mainly in the domain of information technology (IT) services,for whom these frameworks were originally created.As ITIL grew popular, more and more organizations realized that ITILand service management best practice can be applied to all types ofservices, such as HR, financial, healthcare, etc. (a trend that is oftenreferred to as “enterprise service management”). So we made a point ofensuring that YaSM is accessible and easy to understand for everyoneproviding services.YaSM and ITIL, ISO 20000, SIAM, VeriSM,DevOps, Time never stands still, and the service management discipline keepsevolving. ITIL 2 started some 30 years ago with a focus on operating ITinfrastructure. Today many service providers are better described as“service integrators”, as their customer-facing services are based on2ITIL is a registered trade mark of AXELOS Limited. IT Process Maps GbRSIAM 3, for example, contains guidance specifically for serviceintegration, and VeriSM 4 introduces the “management mesh” as amanagement approach from the organizational level. At the same time,service providers discovered that they can greatly benefit from conceptssuch as Agile, Lean, DevOps, Kanban, etc.As a result, the service management discipline is now getting morediverse. But its key principles are well established, as enshrined inISO/IEC 20000 (“ISO 20000”), the international standard for servicemanagement. We have thus ensured the YaSM model is perfectlyaligned with ISO 20000.Everyone versed in ITIL, ISO 20000, SIAM or VeriSM will instantly feelat home, and you can easily extend the YaSM processes with inputsfrom these frameworks - or indeed with any other concepts and ideasthat help you with providing better services.Please refer to the YaSM Wiki at yasm.com/wiki for more details onhow YaSM relates to, and can be used with, the most popular conceptsand methods in service management:3SIAM is a registered trademark of EXIN.4VeriSM is a registered trademark of IFDC.Introduction to YaSM Service Management-6-
— ISO/IEC 20000— ITIL — COBIT (Control Objectives for Information and RelatedTechnologies)5— CMMI for Services (CMMI-SVC)6— USMBOK (Universal Service Management Body of Knowledge)7— SIAM Service Integration and Management— VeriSM process model defines in the form of a diagram the activities to beperformed, the required inputs and the resulting outputs. It alsocontains a full set of detailed document templates (“checklists”) for thedocuments and records produced by the YaSM processes.The YaSM Process Map is currently available for two platforms,Microsoft Visio 8 and ARIS 9. All diagrams and documents arecompletely editable, which makes the process model the ideal startingpoint for developing a set of processes tailored to the needs of specificorganizations.An additional component (the “YaSM - ISO 20000 Bridge”) relatesthe YaSM processes to the ISO 20000 requirements and specificallyaddresses the needs of organizations that wish to achieve certificationagainst ISO 20000. It's the perfect companion as you get ready for theISO 20000 audit.— DevOps— Agile— LeanThe YaSM process modelFor more information on the YaSM products and services, please referto page 52.The main product in the YaSM product family is the “YaSM ProcessMap”: For each process and sub-process, the service managementHistory of YaSM5COBIT is a registered trademark of ISACA (Information Systems Audit andControl Association).6CMMI and Capability Maturity Model are registered trademarks ofCarnegie Mellon University.7USMBOK is a registered trademark of Virtual Knowledge SolutionsInternational Incorporated (VKSII). IT Process Maps GbRSince 2006 we have been supplying an officially accredited processmodel for ITIL (the “ITIL Process Map”) to help IT service providers with8Visio is registerd trademark of Microsoft Corp.9ARIS and ARIS Process Platform are registered trademarks of SoftwareAG.Introduction to YaSM Service Management-7-
understanding the principles behind ITIL and designing their ITIL-alignedprocesses and documents. Our approach to presenting the ITIL conceptsin the form of process diagrams has been well received and is used byhundreds of organizations world-wide.But from countless conversations with our customers it became clearthat many find the existing guidance useful in principle, but too complexand difficult to understand. So we decided that, after some 20 or 30years, it was time for a fresh start with a new, streamlined processmodel that is easier to understand, has a perfectly clear and pragmaticstructure, and is supported by a full set of ready-to-use templates.What's more, we wanted to offer a model that can be used forbusiness service management/ enterprise service management, as wellas ITSM. And that's how the idea for YaSM was born.Where to learn more about YaSMFirst of all, the remaining chapters of this introduction provide youwith a complete overview of YaSM, including its processes and underlying principles.There is also the YaSM Wiki, available to everyone for free on theinternet. In the YaSM Wiki you will find additional information, such as acomprehensive account of the YaSM processes and sub-processes withtheir outputs, the YaSM glossary, the YaSM RACI matrix, as well as indepth information on how YaSM relates to other service managementstandards and frameworks.We spent two years developing the YaSM model and published theinitial version of YaSM 1.0 in 2014: The YaSM model is a translation ofservice management 'best practice' into a streamlined, accessible set ofprocesses and ready-to-use templates.The first major update was completed in 2018 to incorporate userfeedback and align the YaSM processes with the latest edition of ISO20000:2018. IT Process Maps GbRIntroduction to YaSM Service Management-8-
YaSM processes in briefService lifecycle processes and supportingprocesses - The main differencesYaSM’s process structure distinguishes between “service lifecycleprocesses” and “supporting service management processes”.The lifecycle processes (shown as a circle in the diagram to theright) are modelled upon a well-established management methodfor continuous improvement, known for example as the Deming orPlan-Do-Check-Act cycle.The YaSM service lifecycle processes:— Decide upon the service provider’s strategic direction and therange of services to be offered to customers— Design, build and deploy new or changed services— Operate the services, including resolve incidents, servicerequests and problems— Improve the services. IT Process Maps GbRIntroduction to YaSM Service Management-9-
The supporting service management processes provide various kindsof support to the service lifecycle processes, such as the management ofcustomer relationships, projects, etc.Note: Those familiar with ITIL will recognize the similarity with theservice lifecycle introduced with ITIL v3 - but also the differences.We chose to arrange a set of supporting processes “underneath” thelifecycle processes because this makes the whole process structure a loteasier to understand.Some of the complexity in ITIL results from the fact that ITIL placesevery process in one of five service lifecycle stages. Configuration management, for instance, is part of the service transition stage. But configuration management activities take place at various points across theservice lifecycle, and configuration information is needed as an input forvirtually every ITIL process. It is thus more straightforward and intuitiveto treat the management of configuration information as a “supporting”process outside the service lifecycle.The following pages present a brief introduction to each YaSM process, highlighting its purpose within the YaSM model and its most important activities. We recommend reading this introduction in combinationwith the YaSM glossary, where you will find definitions of all YaSM terms(the glossary is available in the YaSM Wiki on the internet, or in PDFformat as part of the YaSM Process Map). IT Process Maps GbRIntroduction to YaSM Service Management- 10 -
Service lifecycle processesYaSM’s service lifecycle processes are directly concerned with managing the service provider’s range of services across their lifecycle.Strategic assessments of the service provider’s current situation andfuture developments provide the basis for deciding which services are tobe offered to customers.Once that decision has been made, the service lifecycle processes willdesign, build, deploy, operate and constantly improve the services.The five service life cycle processes are:— LP1: Set the strategic direction— LP2: Design new or changed services— LP3: Build new or changed services— LP4: Operate the services, including— LP4.6: Resolve incidents and service requests— LP4.7: Resolve problems— LP5: Improve the services. IT Process Maps GbRIntroduction to YaSM Service Management- 11 -
Example 1:LP1: Set the strategicdirectionStrategic initiativeexecuted as a servicedevelopment projectProjectplanStrategicplanManage ed)YaSM process:Set the n(drafted)Maintain the serviceportfolioDesign new orchanged servicesBuild new orchanged servicesExample 2:Strategic initiativeexecuted throughother YaSMprocessesStrategicplanSet up and maintainthe servicemanagement systemImprove the servicesManage humanresources[ ] IT Process Maps GbRIntroduction to YaSM Service Management- 12 -
The strategic process (LP1: Set the strategic direction) starts with anassessment of the service provider’s range of services and the needs ofcurrent or potential future customers.— Skill development initiatives managed through skills developmentplans.Based on this assessment, the service provider is able to establish itsstrategic objectives and to draw up the strategic plan (the “service strategy”). The strategic plan contains a number of initiatives or projectsaimed at achieving the strategic objectives.A typical example for a strategic objective would be the ability to offer a new service to a particular group of customers. The strategic planwould then contain one or several initiatives for developing the newservice, including all required supporting infrastructure and other capabilities.As shown in the figure above, strategic initiatives are defined and initiated by the strategic process, but usually executed by a number ofother YaSM processes:Initiatives with the aim of creating new or significantly changed services will be carried out as formal service development projects throughthe service design and build processes.For other types of strategic initiatives, YaSM provides further mechanisms for their execution, such as:— Service improvement initiatives managed through service improvement plans— Process improvement initiatives managed through process improvement plans IT Process Maps GbRIntroduction to YaSM Service Management- 13 -
LP2: Design new orchanged services;LP3: Build new orchanged servicesProject planSet up and maintainthe servicemanagement systemManage projectsEnsure securityManage humanresources[ ]Serviceimplmnt.blueprintServiceoperationm
YaSM and the YaSM Pro
