ITIL Wiki News
Get the latest news and stay informed about important changes and updates to the ITIL Wiki and our ITIL process model:
ITIL Metrics (KPIs)
Mon, 17 June 2019
ITIL key performance indicators (KPIs) are a measure of performance that enables organizations to obtain information about many relevant factors such as the effectiveness and efficiency of their processes. The main function of KPIs is to help companies discover better ways to manage and optimize their internal operations.
→ Details: ITIL Key Performance Indicators
New video: ITIL 4 process templates
Sun, 28 April 2019
ITIL 4 no longer defines a specific set of processes that we can translate into process templates - but organizations will surely need to define their processes also in the new world of ITIL 4.
Watch our new video with Stefan Kempter explaining how we can provide reference processes and process templates for ITIL 4!
→ Start the video: ITIL 4 process templates (7:26 min.)
ITIL Process Map for ITIL 4
Mon, 08 April 2019
ITIL 4, the latest release of ITIL, is here! It is not a minor overhaul of the previous ITIL V3 but a completely revised body of knowledge.
→ Will there be an updated ITIL Process Map for ITIL 4?
The new edition of ITIL 4
Di, 05 Mar 2019
The the most recent version of ITIL ('ITIL 4') was launched in February 2019. It's the first major update to the ITIL framework since 2011, designed in large part to keep up with recent trends in software development and IT operations.
YaSM Service Management | New video: Introduction to YaSM
Mon, 04 March 2019
In this video Stefan Kempter introduces YaSM ('Yet another Service Management Model'), the streamlined and easily understood process model for service management and ISO 20000.
YaSM is a "translation" of the guidance in the popular frameworks and approaches, such as ITIL®, ISO 20000, and SIAM®, into a clear-cut collection of processes. The model contains ready-to-use templates for your processes and documents.
→ Start the video: What is YaSM?
ITIL 4: The 2019 ITIL update
Fri, 16 Nov 2018
The next release of ITIL ('ITIL 4') is expected to launch in the first quarter of 2019. We have compiled the key facts about the new ITIL edition here:
The new version of ISO 20000:2018 is here
Wed, 19 Sep 2018
Are you familiar with the similarities and differences between ISO 20000:2018 and ISO 20000:2011?
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:
→ Difference in detail: Changes between ISO 20000:2018 and the previous 2011 version.
Checklist Capacity Plan
Wed, 25 Apr 2018
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.
→ You'll find the detailed checklist here!
YaSM Service Management | Video: How customer-centricity works
Mon, 09 April 2018
It's easy to get lost in the details of the service management frameworks and there is always a danger of loosing sight of the big picture. We shouldn't allow this to happen, so we've created a video series about 'The simple principles of good service management'.
In the first video, we explain how customer-centricity works, and how the YaSM approach helps you with becoming customer-centric.
→ Start the video: The customer is king!
→ The CRM process in YaSM: process description.
ITIL Functions and Processes - the Differences and Similarities
Fri, 09 Mar 2018
In various parts of the books, ITIL refers to "functions" rather than "processes". For instance, Incident Management is introduced as a process and Facilities Management as a function.
→ So, what is the difference between ITIL processes and ITIL functions?
Configuration Management System and Configuration Management Database
Sun, 14 January 2018
The Configuration Management System (CMS) 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 CMS may manage more than one physical Configuration Management Databases (CMDB). Its underlying structure is defined by the Configuration Model, a logical model of the IT organization’s service assets.
→ A free CMS/ CMDB template free CMS/ CMDB template is available in our wiki!
10th anniversary of the IT Process 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 the IT Infrastructure Library ITIL® and IT service management best practices.
Thank you so much for the great feedback throughout the years!
→ Visit the ITIL Wiki main page
Free template for Underpinning Contracts
Mon, 13 November 2017
The Underpinning Contract (UC) is a contract between an IT service provider and a third party. The third party provides supporting services that enable the service provider to deliver a service to a customer. Therefore, Underpinning Contracts must be aligned with the customer-facing Service Level Agreements (SLAs).
→ The Underpinning Contract template summarizes the most important contents of an UC.
Free Webinar | ITIL and the ITIL Process Map
Sat, 30 September 2017
For many years we have been conducting live webinars about ITIL and the ITIL Process Map over the internet - and of course we still offer these webinars every two weeks or so;
You can sign up here!
But our timing may not fit in with your schedule, or maybe you want to see the webinar instantly. For such cases we have created a recorded version of the ITIL webinar that you can watch at any time:
→ or watch it on YouTube
3rd anniversary of the YaSM Service Management Wiki
Mon, 07 August 2017
The YaSM Wiki is about service management according to YaSM®, a new, streamlined process model for organizations offering services to their customers.
The free wiki is the ideal starting point if you would like to learn more about Enterprise Service Management / Business Service Management, ITSM and ISO 20000.
You'll find detailed guidance and examples on how the YaSM model can be applied to improve the delivery of services.
Free RFC Template
Mon, 03 July 2017
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.
→ Check out the full RFC template!
YaSM Service Management | Video: Don't leave customer support to luck
Thu, 22 June 2017
Service providers need a consistent, professional approach to managing incidents and service requests, because bad customer support drives away customers!
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.
→ Start the video: Don't leave customer support to luck!
→ Incident management in YaSM: process description.
What is Enterprise Service Management?
Wed, 07 June 2017
Enterprise service management (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 our YaSM Service Management Wiki to learn more about ESM and how enterprise service management evolved out of ITSM:
Service Portfolio Template
Wed, 15 February 2017
Are you looking for a Service Portfolio template? Our checklist will help get you started.
The Service Portfolio represents a complete list of the services managed by the service provider. It contains present contractual commitments, new service development, and retired services.
→ These are the most important contents of a Service Portfolio.
Free ITIL Templates and Checklists
Fri, 09 December 2016
The most sought-after ITIL templates are available for you in the IT Process Wiki.
These ready-to-use templates and checklists are also a good starting point for designing ISO 20000 compliant documents and records.
As part of the ITIL Process Map, the ITIL 2011 templates were officially reviewed by AXELOS to verify their alignment with the principles of the ITIL best practice guidance. They are thus officially ITIL® licensed.
Is YaSM 'ITIL lite' or 'lean ITIL'?
Fri, 28 October 2016
When presenting the YaSM service management model to someone who has never heard of it before, we get frequently asked whether YaSM is a lean or light version of ITIL®.
YaSM is definitely lighter than ITIL®. But we don't want YaSM service management to be confused with what is often called "ITIL lite" or "lean ITIL" because we think the existing approaches are often flawed!
Read it now:
Video | The ITIL RACI Matrix
Mon, 12 September 2016
The ITIL RACI matrix ("responsibility assignment matrix") provides a summary of the ITIL roles and their levels of responsibility in the ITIL processes.
The RASCI model is an extended variant of the commonly known RACI model, which defines the following responsibilities: R - Responsible, A - Accountable, S - Support, C - Consulted and I - Informed.
RACI matrices are especially useful in clarifying roles and responsibilities in cross-functional processes.
→ Watch the video: ITIL RACI Matrix
YaSM Service Management | New video series: Good service management
Sun, 19 June 2016
Today we start a new series of videos, highlighting the time-tested, simple principles that we must get right in order to become successful providers of services - and how to apply them in practice.
Tue, 19 April 2016
How to use the ITIL Process Map for Visio for publishing your ITIL processes:
Some of our customers use Microsoft® SharePoint® for managing their ITIL process diagrams and sharing them throughout their organizations. In this video we demonstrate how you can use the ITIL process model for Visio in combination with SharePoint.
Free Project Management Templates and Checklists
Wed, 19 February 2016
Essential also for your ITIL project: Basic knowledge, checklists and tips for Project Management.
These documents are designed to provide practical support for anyone assigned to do the actual "project work". However, they are also well suited for improving the organization and implementation of some of the day-to-day routine operations.
Update | ITIL Repository Add-In for Visio 2016
Tue, 09 Februar 2016
Microsoft has recently published the new version of Visio® 2016.
The ITIL® Process Map works very well with this latest edition of Visio, but nevertheless the appearance of Visio 2016 provided an opportunity to update the "ITIL repository add-in" for Visio that comes with the ITIL Process Map.
Many existing customers are eligible for a free upgrade, so please get in touch with us if you would like to obtain a copy of the new repository add-in. [...]
→ Details: ITIL Repository Add-In for Visio 2016
Video | Adapting the ITIL Process Model to your Organization
Tue, 01 December 2015
The ITIL Process Map provides you with a set of ITIL templates plus the means to adapt the process diagrams to your own organization's needs.
Three examples illustrate some techniques for working with the Visio ITIL templates, including the usage of a simple Excel repository for managing all central object information of the ITIL reference process model.
→ Watch the video: Adapting the ITIL Process Map
The ITIL Process Map works with Windows 10
Mon, 03 August 2015
We've thoroughly tested the ITIL® Process Map for Visio® on Windows 10, and we can now confirm that our ITIL process model works with Microsoft's new operating system.
If you are an existing customer, you may receive the latest version of the Visio add-in ("ITIL Repository Feature"), including an updated user manual, free of charge.
Infographic now also in Arabic: How to implement ITIL in 10 steps
Mon, 23 March 2015
Check out this Arabized version of our "ITIL Implementation" infographic that breaks the task down into 10 manageable steps.
Many thanks to Mohamad Sibai, Saudi Council of Engineers, for the translation!
→ Proceed to: ITIL Implementation/ Infographic - Arabic version
YaSM - an alternative to ITIL?
Wed, 29 October 2014
It almost seems quite a few people would like to avoid having to deal with ITIL and are thus looking for alternatives - but is that a good idea?
Beware of evil process templates!
Sun, 05 October 2014
In a recent blog post on his ITSM portal, Jan van Bon, IT service management expert and author of many popular books on the subject, muses about people using 'ITIL process templates' making a 'fundamental mistake' ("ITIL process templates - a contradictio in terminis?"). Instead of adopting something that is already developed, organizations should 'spend serious time on designing their management system'.
Obviously, as providers of such templates we don't fully agree with Jan's line of thought ...
Launch of the free YaSM Service Management Wiki
Sat, 06 September 2014
The YaSM Wiki provides a complete overview of service management according to YaSM®.
The wiki is the ideal starting point if you would like to learn more about YaSM and service management in general.
→ Read it now: Launch of the free YaSM Wiki
→ Proceed to the YaSM Service Management Wiki: YaSM Wiki main page
New: A Bridge between ITIL 2011 and the ISO 20000:2011 Standard
Wed, 13 June 2012
The ITIL® - ISO 20000 Bridge has been brought in line with the latest version of ISO 20000:2011. It is now available as an add-on to the ITIL® Process Map.
The new version of the ITIL® - ISO 20000 Bridge helps IT organizations and IT Service Providers to develop ITIL 20000 compliant processes and serves as a guideline during the preparation for the ISO-20000:2011 certification audit.
Now available: ITIL Process Map 2011
Sat, 14 April 2012
Following the publication of the 2011 edition of ITIL in July 2011, the ITIL Process Map has been adapted to the latest guidance. → Details ...