ITIL Wiki News
Get the latest news and to stay informed about important changes and updates to our ITIL Wiki:
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 framework 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, ITSM and ISO 20000.
You'll find detailed guidance and examples on how the YaSM framework can be applied to improve the delivery of services.
→ The YaSM Wiki main page
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!
The YaSM Framework | Video: Don't leave customer support to luck
Thu, 22 June 2017
Video | Don't leave customer support to luck 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 Wiki to learn more about ESM and how enterprise service management evolved out of ITSM:
Video | The ITIL - ISO 20000 Bridge
Wed, 05 April 2017
Learn how the ITIL® - ISO 20000 Bridge gets your ISO 20000 initiative started and helps you with keeping track of your progress towards ISO 20000 compliance:
The "ITIL - ISO 20000 Bridge" is an additional component to the ITIL Process Map. For every ISO 20000 requirement, the Bridge provides specific suggestions on how it can be fulfilled, in the form of ready-to-use process templates, document templates and checklists.
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 APM Group to verify their alignment with the principles of Cabinet Office best practice guidance. They are thus officially ITIL® licensed.
Free Webinar | ITIL and the ITIL Process Map
Wed, 23 November 2016
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
Is YaSM 'ITIL lite' or 'lean ITIL'?
Fri, 28 October 2016
When presenting the YaSM service management framework to someone who has never heard of it before, I 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 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:
→ From the YaSM Blog: Is YaSM 'ITIL lite' or 'lean ITIL'?
ITIL Metrics (KPIs)
Mon, 24 October 2016
ITIL key performance indicators ("KPIs") are used to assess if the processes of an IT organization are running according to expectations.
The suggested KPIs in our ITIL Wiki comply with the ITIL 2011 recommendations and were enhanced with elements from COBIT®.
→ Details: ITIL Key Performance Indicators
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
Checklist Capacity Plan
Tue, 06 September 2016
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!
ITIL Functions and Processes - the Differences and Similarities
Fri, 15 Jul 2016
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?
The YaSM Framework | 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
Once in a while we get asked during our YaSM webinars if YaSM is an alternative to ITIL.
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?
Read it now!
→ From the YaSM Blog: YaSM - an alternative to ITIL?
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 ...
→ From the YaSM Blog: Beware of evil process templates!
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 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 ...
IT Process Maps on Google Plus
Thu, 19 January 2012
IT Process Maps is also on Google+, where we'll keep you updated about new posts and any other news relevant to ITIL, ISO 20000, ITIL process management and the latest news on our ITIL Wiki.
Please add us to your circles: ITIL Process Map - IT Process Maps on Google+.