IT Process Maps GbR

Service management project guide ► https://lnkd.in/dPf3XTU -- Customer journey maps are perfect for visualizing how enhanced customer services contribute to great customer experiences, and are thus a good starting point when developing your service portfolio.   Note: The example documents used in our roadmap are from "Jack's Hiking Gear", a fictitious company. We have invented Jack's to showcase how service management works in practice.   #ServiceProviders #ITSM #ESM From our YaSM #ServiceManagementWiki

The problem management process in the YaSM model ► https://lnkd.in/dFeDpJA -- #YaSM problem management 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. The process is aligned with ISO 20000, the international standard for service management, and it corresponds to the ITIL practices of 'problem management'. In our free YaSM Service Management Wiki you'll find the detailed process description, definitions of the process outputs, suitable process metrics and the responsibility matrix!

Video: The ideas behind enterprise service management, and how #YaSM helps service providers with introducing ESM. ► https://lnkd.in/dZ5kCeh -- ESM (the application of service management best practice outside of IT) is a growing trend. In this video we explore the roots of enterprise service management in ITSM and the key concepts behind the ESM approach. via: YaSM - The YaSM service management model

The incident management process in the YaSM model ► https://lnkd.in/dNbinfx -- YaSM's incident management process is about resolving service incidents (reports of suspected or actual service failures) or requests for service. In the case of service incidents, the primary objective of the process is to return the service to users as quickly as possible. In some cases this involves applying a workaround if the root cause cannot be readily identified and/ or resolved. The process is aligned with ISO20000, the international standard for service management, and it corresponds to the ITIL practices of 'incident management', 'service desk' and 'service request management'. To get the complete picture, please visit the YaSM Service Management Wiki where you'll find the detailed process description, descriptions of the process outputs, suitable process metrics and the responsibility matrix! #YaSM

The service operation process in the YaSM service management model ► https://lnkd.in/d9_uCCH --Operational processes are probably the most widely known and used parts of service management and ITSM best practice. #YaSM's service operation process 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. The process is aligned with ISO 20000, the international standard for service management, and it corresponds to various ITIL practices, such as 'monitoring and event management', 'incident management' and 'problem management'. Head over to the YaSM Service Management Wiki where you'll find the detailed process description, descriptions of the process outputs, suitable process metrics and the responsibility matrix!

The service build process ('service implementation') in the #YaSM model ► https://lnkd.in/gBf9yUs -- 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. The process is aligned with ISO20000, the international standard for service management, and it corresponds to various ITIL practices, such as 'release management' and 'service validation and testing'. In our YaSM Service Management Wiki you'll find the detailed process description, definitions of the process outputs, suitable process metrics and the responsibility matrix!

The service design process in the YaSM model ► https://lnkd.in/dC8WnJN -- The main responsibilities of YaSM's service design process are to define the required service properties, to determine the infrastructure and other capabilities which are needed to provide the service, and to develop the approach for implementing new or changed services. At the end of the service design stage, we have a service definition and a service implementation blueprint, and we are ready to go ahead with building the new service. Head over to the #YaSM Service Management Wiki where you'll find the detailed process description, descriptions of the process outputs, suitable process metrics and the responsibility matrix!

The service strategy process in the YaSM service management model ► https://lnkd.in/erUP9t8 -- #YaSM's strategic process aims to decide on a strategy to serve customers. Starting from an assessment of customer needs and the market place, the process determines which services the organization is to offer and what capabilities are required. The key outputs from this process are the strategic objectives and the 'strategic plan' that identifies precisely how the service provider will achieve its objectives. In the YaSM Service Management Wiki you'll find the detailed process description, definitions of the process outputs, suitable process metrics and the responsibility matrix!

Video: Where to start with service management? ► https://lnkd.in/dZ6quWY -- In this video Stefan Kempter presents a high-level roadmap that shows the steps required to bring the service management guidance to life in your organization. The service management body of knowledge is mostly made up of various frameworks such as ITIL®, SIAM™ or FitSM that describe service management principles, best practices and processes. The amount of guidance in these frameworks, however, is quite daunting, and many organizations that wish to improve the management of their services are wondering, what are the key issues we need to address and where should we start. #YaSM

Service management templates in BPMN XML ► https://lnkd.in/eKanY6S6 -- Business Process Model and Notation (BPMN) uses an easy-to-read flowchart-like notation and has emerged as the de-facto standard for business process diagrams.   BPMN is supported by many tools for business process management (BPM) - such as Adonis®, Signavio®, iGrafx® or Enterprise Architect®.   For users of such BPM tools, we provide the YaSM service management process templates as BPMN-DI compliant XML documents.