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Image:ITIL-Wiki- | Image:ITIL-Wiki-deutsch.jpg|right|ITIL Wiki News | ||
default [https://wiki.de.it-processmaps.com/index.php/ITIL_Wiki_News diese Seite auf Deutsch] | default [https://wiki.de.it-processmaps.com/index.php/ITIL_Wiki_News diese Seite auf Deutsch] | ||
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Get the latest news and stay informed about important changes and updates to our ITIL | Get the latest news and stay informed about important changes and updates to the ITIL Wiki and our ITIL process model: | ||
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== | ==YaSM in the Ticket Volume podcast== | ||
<html></p><div class="thumb tright"><div class="thumbinner" style="width:122px;"><a href="https://yasm.com/en/ | <html></p><div class="thumb tright"><div class="thumbinner" style="width:122px;"><a href="https://yasm.com/wiki/en/img/yasm-service-management/yasm-yet-another-service-management-model-podcast.jpg" title="Ticket Volume Podcast on YaSM"><img alt="Ticket Volume Podcast on YaSM with Matt Beran and Stefan Kempter" src="https://yasm.com/wiki/en/img/yasm-service-management/yasm-yet-another-service-management-model-podcast.jpg" width="120" height="90" class="thumbimage" /></a> <div class="thumbcaption">Ticket Volume Podcast with Matt Beran and Stefan Kempter</div></div></div><p></html> | ||
<small>Mon, | <small>Mon, 06 November 2023</small> | ||
Ticket Volume is a weekly ITSM podcast where host and InvGate product specialist Matt Beran chats with different IT and thought leaders about Service Management. | |||
In the 69th episode, Matt Beran and Stefan Kempter talk about IT Process Wiki, the free ITIL resource from IT Process Maps, and they explore the origins and ideas of YaSM, a streamlined set of service management processes. | |||
Thanks, Matt, for the invitation to participate in your podcast. It's been a real pleasure! | |||
→ | <html>→ Read the blog article on InvGate here: <a class="external text" href="https://blog.invgate.com/yasm-yet-another-service-management-model" title="InvGate blog: What is YaSM? ">What is YaSM, Yet another service management model</a></html> | ||
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== | ==ITIL Process Map for ITIL 4== | ||
<html></p><div class="thumb tright"><div class="thumbinner" style="width:122px;"><a href="https://en.it-processmaps.com/news/itil-4-process-map-itil4-templates.html"><img alt="ITIL V3 service lifecycle processes vs. 34 ITIL 4 management practices" src="https://yasm.com/wiki/en/img/yasm-frameworks/itil/itil-4-practices-itil-v3-processes-comparison.jpg" width="120" height="90" class="thumbimage" /></a> <div class="thumbcaption"><a href="https://en.it-processmaps.com/news/itil-4-process-map-itil4-templates.html">ITIL 4 process templates</a></div></div></div><p></html> | |||
<small> | <small>Mon, 03 April 2023</small> | ||
[[ITIL 4]], the latest release of ITIL, is not a minor overhaul of the previous ITIL V3 but a completely revised body of knowledge. | |||
<html>→ Is there an updated <a class="external text" href="https://en.it-processmaps.com/news/itil-4-process-map-itil4-templates.html" title="ITIL Process Map for ITIL 4">ITIL Process Map for ITIL 4</a>?</html> | |||
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==<span id="2023-01-08">15th anniversary of the IT Process Wiki</span>== | |||
→ [ | [[Image:Free-itil-resources-it-process-wiki-900x900.jpg|thumb|120px|right|none|alt= IT Process Wiki - the ITIL Wiki: Free resources about the IT Infrastructure Library ITIL and ISO 20000.|link=File:Free-itil-resources-it-process-wiki-900x900.jpg|[https://wiki.en.it-processmaps.com/index.php/Main_Page IT Process Wiki - the ITIL Wiki]]] | ||
<small>Sun, 08 January 2023</small> | |||
It is now 15 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. | |||
Millions of visits to our Wikis in English, [https://wiki.de.it-processmaps.com/index.php/Hauptseite German] and [https://wiki.es.it-processmaps.com/index.php/Portada Spanish] from more than 190 countries are proof that there is strong demand for ITIL and its best practice recommendations! | |||
Thank you so much for the great feedback throughout the years! | |||
→ [https://en.it-processmaps.com/news/free-itil-resources-itil-wiki.html#user-feedback-itil-wiki User feedback about the IT Process Wiki] | |||
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==Video: ITIL 4 process templates== | |||
<html></p><div class="thumb tright"><div class="thumbinner" style="width:122px;"><a href="https://demo.it-processmaps.com/itil-4-process-map/itil-4-process-templates.html"><img alt="Video: ITIL 4 Process Templates. In this short video Stefan Kempter explains how we can provide reference processes and process templates for ITIL 4." src="https://demo.it-processmaps.com/itil-4-process-map/thumb/itil-4-process-templates-itil4-process-map-video.jpg" width="120" height="68" class="thumbimage" /></a> <div class="thumbcaption"><a href="https://demo.it-processmaps.com/itil-4-process-map/itil-4-process-templates.html">Video: ITIL Process Map for ITIL 4</a></div></div></div><p></html> | |||
<small>Sun, 27 February 2022</small> | |||
[[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. | |||
→ | <html>Watch our video with Stefan Kempter explaining how we can provide <a class="external text" href="https://demo.it-processmaps.com/itil-4-process-map/itil-4-process-templates.html" title="Video: ITIL 4 processes and process templates">reference processes and process templates for ITIL 4</a>!</p> | ||
<p>→ Start the video: <a class="external text" href="https://demo.it-processmaps.com/itil-4-process-map/itil-4-process-templates.html" title="Video: ITIL 4 process templates">ITIL 4 process templates</a> (7:26 min.)</html> | |||
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== | ==Video: YaSM and ISO/IEC 20000== | ||
<html></p><div class="thumb tright"><div class="thumbinner" style="width:122px;"><a href="https://yasm.com | <html></p><div class="thumb tright"><div class="thumbinner" style="width:122px;"><a href="https://yasm.com/en/videos/yasm-iso-20000-bridge"><img alt="Video: ISO 200000 process templates. In this video Stefan Kempter explains how we can provide reference processes and process templates for ISO/IEC 20000:2018." src="https://yasm.com/en/content/videos/yasm-iso-20000-bridge/video-yasm-iso-20000-400x400.jpg" width="120" height="120" class="thumbimage" /></a> <div class="thumbcaption"><a href="https://yasm.com/en/videos/yasm-iso-20000-bridge">Video: YaSM and ISO 20000:2018</a></div></div></div><p></html> | ||
<small> | <small>Fri, 14 January 2022</small> | ||
<html>Process models and document templates for every single ISO 20000 requirement: The <a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="YaSM - ISO 20000 Bridge">YaSM - ISO 20000 Bridge</a> makes getting started with the standard a lot easier.</html> | |||
ISO/IEC 20000: | The process diagrams and document templates contained in the YaSM model make the huge task of designing ISO/IEC 20000 compliant processes for your organization manageable: As you prepare for the ISO 20000 certification audit, you don't need to start with a blank page but are able to modify proven templates. | ||
<html>A set of detailed diagrams relates the standard's mandatory ISO 20000 requirements to the process diagrams and checklists of the <a href="https://yasm.com/en/products/yasm-process-map" title="The service management process model">YaSM Process Map</a>.</html> | |||
→ [https://yasm.com | → Watch the video: [https://yasm.com/en/videos/yasm-iso-20000-bridge YaSM und ISO 20000 (ISO 20000:2018)] | ||
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== | ==Video: Service Management Office (SMO) with MS Teams and YaSM== | ||
<html></p><div class="thumb tright"><div class="thumbinner" style="width:122px;"><a href="https://yasm.com/en/videos/service-management-office-microsoft-teams-yasm"><img alt="Video: What is a service management office (SMO), and how to operate an SMO with Microsoft Teams?" src="https://yasm.com/en/content/videos/service-management-office-microsoft-teams-yasm/service-management-office-ms-teams-yasm-video-400x400.jpg" width="120" height="120" class="thumbimage" /></a> <div class="thumbcaption"><a class="external text" href="https://yasm.com/en/videos/service-management-office-microsoft-teams-yasm">YaSM video: Service Mgmt. Office with MS Teams</a></div></div></div><p></html> | |||
<small>Wed, | <small>Wed, 22 December 2021</small> | ||
Microsoft® Teams - a solution for collaborating and sharing content - can provide the technical platform for a service management office (SMO). | |||
This collaboration platform is particularly useful if you carry out your ITIL® initiative at different locations or with a virtual team. | |||
In our new video, Stefan Kempter explains the concept of the SMO and shows a few practical examples of how setting up a service management office based on MS Teams. | |||
→ Start the video: [https://yasm.com/en/videos/service-management-office-microsoft-teams-yasm Service Management Office with Microsoft® Teams and YaSM] | |||
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== | ==ITIL 4 FAQs== | ||
[[Image:Itil-4.jpg|thumb|120px|right|none|alt=What is new in ITIL 4, published in Q1/2019? FAQs: The new ITIL of ITIL 4 ('ITIL V4').|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-4.jpg|[[ITIL 4|ITIL® 4 FAQ]]]] | |||
<small> | <small>Thu, 14 October 2021</small> | ||
The the most recent version of ITIL ('[[ITIL 4]]') brings the ITIL framework up to date, introducing a holistic approach to service management and focusing on 'end-to-end service management from demand to value'. | |||
On this page we answer your questions about the changes introduced with the latest edition of ITIL. | |||
→ | → [[ITIL_4|ITIL 4 FAQs]] | ||
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==<span id=" | ==<span id="2021-08-07">7rd anniversary of the YaSM Service Management Wiki</span>== | ||
[[Image:Service-management-wiki.jpg|thumb|120px|right|none|alt=YaSM Wiki - The Enterprise Service Management Wiki. A simpler framework for managing services, based on established best practices.|link=https://wiki.en.it-processmaps.com/index.php/File:Service-management-wiki.jpg|[https://yasm.com/wiki/en/index.php/Main_Page YaSM Service Management Wiki]]] | |||
<small>Mon, 07 August 2021</small> | |||
[ | Our [https://yasm.com/wiki/en/index.php/Main_Page YaSM Wiki] is about service management according to YaSM®, the 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 | |||
* Service Management (Enterprise Service Management / Business Service Management), | |||
* IT 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. | |||
→ | → The [https://yasm.com/wiki/en/index.php/Main_Page YaSM Service Management Wiki main page] | ||
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== | ==Service Portfolio template== | ||
[[Image: | [[Image:Service-portfolio-itil.jpg|thumb|120px|right|none|alt=ITIL Service Portfolio Template|link=https://wiki.en.it-processmaps.com/index.php/File:Service-portfolio-itil.jpg|[[Checklist Service Portfolio|Service Portfolio Template]]]] | ||
<small> | <small>Thu, 10 June 2021</small> | ||
Are you looking for a [[Checklist Service Portfolio|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 [[Checklist Service Portfolio#Service Portfolio - Contents|contents of a Service Portfolio]]. | ||
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==<span id=" | ==<span id="2021-04-02">Free Webinar | ITIL and the ITIL Process Map</span>== | ||
<html></p><div class="thumb tright"><div class="thumbinner" style="width:122px;"><a href="https://demo.it-processmaps.com/webinars/itil-process-map.html"><img alt="Webinar (recorded version): ITIL process management based on ITIL process templates. - The ITIL® Process Map is a complete set of process and document templates for organizations or service providers that want to align their operations with IT service management best practice according to ITIL." src="https://demo.it-processmaps.com/webinars/itil-process-map/webinar-itil-process-management-with-itil-templates.jpg" width="120" height="68" class="thumbimage" /></a> <div class="thumbcaption"><a href="https://demo.it-processmaps.com/webinars/itil-process-map.html">Watch the ITIL webinar!</a></div></div></div><p></html> | |||
<small>Fri, 02 April 2021</small> | |||
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 [https://en.it-processmaps.com/sp/online-seminars.html 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: | |||
→ [https://demo.it-processmaps.com/webinars/itil-process-map.html Webinar: ITIL and the ITIL Process Map] | |||
→ or [https://youtu.be/j8n1bRbsdwQ watch it on YouTube] | |||
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==<span id="2020-05-19">Checklist Capacity Plan</span>== | |||
[[Image:Capacity-plan.jpg|thumb|120px|right|none|alt=ITIL Capacity Plan Template|link=https://wiki.en.it-processmaps.com/index.php/File:Capacity-plan.jpg|[[Checklist Capacity Plan]]]] | |||
<small>Tue, 19 May 2020</small> | |||
The [[Checklist Capacity Plan|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 [[Checklist Capacity Plan#Overview|here]]! | ||
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==<span id=" | ==<span id="2020-02-16">Free ITIL templates and checklists</span>== | ||
[[Image: | [[Image:Templates-itil-2011.jpg|thumb|120px|right|none|alt=Free ITIL templates, document templates and checklists|link=https://wiki.en.it-processmaps.com/index.php/File:Templates-itil-2011.jpg|[[ITIL-Checklists|ITIL Checklists]]]] | ||
<small>Sun, 16 February 2020</small> | |||
The most sought-after [[ITIL-Checklists|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 [[ITIL 4]] compliant documents and records. | |||
As part of the ITIL Process Map, the [[ITIL-Checklists#ITIL_Templates|ITIL 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. | |||
→ | → [[ITIL-Checklists|ITIL checklists and document templates]] | ||
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==<span id=" | ==<span id="2020-01-21">Is YaSM 'ITIL lite' or 'lean ITIL'?</span>== | ||
[[Image: | [[Image:Yasm-itil-lite-thumb.jpg|thumb|120px|right|none|alt=YaSM article: Is YaSM 'ITIL lite' or 'lean ITIL'?|link=https://wiki.en.it-processmaps.com/index.php/File:Yasm-itil-lite-thumb.jpg|[https://yasm.com/wiki/en/index.php/ITIL_Lite_and_YaSM Is YaSM 'ITIL lite' or 'lean ITIL'?]]] | ||
<small> | <small>Tue, 21 January 2020</small> | ||
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: | |||
→ [https://yasm.com/wiki/en/index.php/ITIL_Lite_and_YaSM Is YaSM 'ITIL lite' or 'lean ITIL'?] | |||
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==<span id="2019-06-17">ITIL Metrics (KPIs)</span>== | |||
[[Image:ITIL-KPIs.jpg|thumb|120px|right|none|alt=ITIL key performance indicators (ITIL KPIs)|link=https://wiki.en.it-processmaps.com/index.php/File:ITIL-KPIs.jpg|[[ITIL Key Performance Indicators|ITIL KPIs]]]] | |||
<small>Mon, 17 June 2019</small> | |||
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]] | ||
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==<span id=" | ==<span id="2019-03-05">The new edition of ITIL 4</span>== | ||
[[Image: | [[Image:Itil-4.jpg|thumb|120px|right|none|alt=What is new in ITIL 4, scheduled for release in Q1/2019? FAQs: The new ITIL edition 4.|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-4.jpg|[[ITIL 4|ITIL® 4 FAQ]]]] | ||
<small>Tue, 05 March 2019</small> | |||
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. | |||
→ [[ITIL_4|Learn more about ITIL 4]] | |||
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==<span id="2019-03-04">YaSM Service Management | New video: Introduction to YaSM</span>== | |||
<html></p><div class="thumb tright"><div class="thumbinner" style="width:122px;"><a href="https://yasm.com/en/videos/introduction-yasm"><img alt="Video: What is YaSM? Introduction to YaSM service management by Stefan Kempter." src="https://yasm.com/en/content/videos/introduction-yasm/what-is-yasm-service-management-400x400.jpg" width="120" height="120" class="thumbimage" /></a> <div class="thumbcaption"><a rel="nofollow" class="external text" href="https://yasm.com/en/videos/introduction-yasm">Watch the video: What is YaSM?</a></div></div></div><p></html> | |||
<small>Mon, 04 March 2019</small> | |||
<html>In this video Stefan Kempter introduces <a href="https://yasm.com/en/" title="YaSM - Official page">YaSM ('Yet another Service Management Model')</a>, the streamlined and easily understood process model for service management and ISO 20000.</html> | |||
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: [https://yasm.com/en/videos/introduction-yasm What is YaSM?] | ||
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==<span id=" | ==<span id="2018-11-16">ITIL 4: The 2019 ITIL update</span>== | ||
[[Image:Itil-4.jpg|thumb|120px|right|none|alt=What is new in ITIL 4, scheduled for release in Q1/2019? FAQs: The new ITIL edition 4.|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-4.jpg|[[ITIL 4|The latest edition of ITIL® 4]]]] | |||
The | <small>Fri, 16 November 2018</small> | ||
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: | |||
→ [[ITIL_4#Objectives|What are the objectives of ITIL 4?]] | |||
→ [[ITIL_4#What.27s_new_in_ITIL_4.3F|What's new in ITIL 4?]] | |||
→ | → [[ITIL_4#ITIL_4_and_ITIL_V3:_What.27s_the_difference.3F|What's the difference between ITIL 4 and ITIL V3?]] | ||
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==<span id=" | ==<span id="2018-09-19">The new version of ISO 20000:2018 is here</span>== | ||
<html></p><div class="thumb tright"><div class="thumbinner" style="width:122px;"><a href="https://yasm.com/en/ | <html></p><div class="thumb tright"><div class="thumbinner" style="width:122px;"><a href="https://yasm.com/wiki/en/index.php/ISO_20000_-_2018"><img alt="The new edition of ISO/IEC 20000 - ISO 20000:2018" src="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/1x1/iso-iec-20000-2018.jpg" width="120" height="120" class="thumbimage" /></a> <div class="thumbcaption"><a rel="nofollow" class="external text" href="https://yasm.com/wiki/en/index.php/ISO_20000_-_2018">New version: ISO 20000:2018</a></div></div></div><p></html> | ||
<small> | <small>Wed, 19 September 2018</small> | ||
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: | |||
→ | → [https://yasm.com/wiki/en/index.php/ISO_20000_-_2018 ISO 20000:2018] | ||
→ Difference in detail: [https://yasm.com/wiki/en/index.php/ISO_20000_-_2018#Differences_in_detail Changes between ISO 20000:2018 and the previous 2011 version]. | |||
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==<span id=" | ==<span id="2018-04-09">YaSM Service Management | Video: How customer-centricity works</span>== | ||
<html></p><div class="thumb tright"><div class="thumbinner" style="width:122px;"><a href="https://yasm.com | <html></p><div class="thumb tright"><div class="thumbinner" style="width:122px;"><a href="https://yasm.com/en/videos/customer-service-management-yasm"><img alt="YaSM video: Managing customer relationships based on the YaSM framework." src="https://yasm.com/en/content/videos/customer-service-management-yasm/video-customer-service-management-400x400.jpg" width="120" height="120" class="thumbimage" /></a> <div class="thumbcaption"><a rel="nofollow" class="external text" href="https://yasm.com/en/videos/customer-service-management-yasm">Watch the video: The customer is king</a></div></div></div><p></html> | ||
<small>Mon, 09 April 2018</small> | |||
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: [https://yasm.com/en/videos/customer-service-management-yasm The customer is king]! | |||
→ [https://yasm.com | |||
→ The [https://yasm.com/wiki/en/index.php/SP3:_Manage_customer_relationships CRM process in YaSM]: process description. | |||
| |||
<p> </p> | |||
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==<span id=" | ==<span id="2018-01-14">Configuration Management System and Configuration Management Database</span>== | ||
[[Image: | [[Image:CMS-configuration-management-system-CMDB-config-mgmt-database.jpg|thumb|120px|right|none|alt=ITIL Configuration Management System (CMS)/ Configuration Management Database (CMDB)|link=https://wiki.en.it-processmaps.com/images/3/3a/CMS-configuration-management-system-CMDB-config-mgmt-database.jpg|[[Checklist_CMS_CMDB|Checklist CMS/ CMDB]]]] | ||
<small> | <small>Sun, 14 January 2018</small> | ||
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 [[Checklist_CMS_CMDB|free CMS/ CMDB template]] is available in our wiki! | ||
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==<span id=" | ==<span id="2017-11-13">Free template for Underpinning Contracts</span>== | ||
[[Image: | [[Image:Underpinning-contract-uc.jpg|thumb|120px|right|none|alt=Underpinning Contract UC ITIL|link=https://wiki.en.it-processmaps.com/images/2/2e/Underpinning-contract-uc.jpg|[[Checklist Underpinning Contract (UC)|Checklist Underpinning Contract]]]] | ||
<small>Mon, 13 November 2017</small> | |||
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 [[Checklist_Underpinning_Contract_(UC)#Underpinning_Contract_-_Contents|Underpinning Contract template]] summarizes the most important contents of an UC. | |||
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==<span id="2017-07-03">Free RFC Template</span>== | |||
[[Image:Request-for-change-rfc.jpg|thumb|120px|right|none|alt=Request for Change RFC ITIL|link=https://wiki.en.it-processmaps.com/images/4/46/Request-for-change-rfc.jpg|[[Checklist Request for Change RFC|Checklist Request for Change]]]] | |||
<small>Mon, 03 July 2017</small> | |||
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 [[Checklist Request for Change RFC#change-request-contents|full RFC template]]! | |||
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==<span id=" | ==<span id="2017-06-22">YaSM Service Management | Video: Don't leave customer support to luck</span>== | ||
<html></p><div class="thumb tright"><div class="thumbinner" style="width:122px;"><a href="https://yasm.com/en/videos/yasm-incident-management-support"><img alt="YaSM video: Don't leave customer support to luck. Service support and incident management." src="https://yasm.com/en/content/videos/yasm-incident-management-support/yasm-service-support-incident-management-400x400.jpg" width="120" height="120" class="thumbimage" /></a> <div class="thumbcaption"><a rel="nofollow" class="external text" href="https://yasm.com/en/videos/yasm-incident-management-support">Watch the video: Don't leave customer support to luck</a></div></div></div><p></html> | |||
<small> | <small>Thu, 22 June 2017</small> | ||
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: [https://yasm.com/en/videos/yasm-incident-management-support Don't leave customer support to luck]! | ||
→ [https://yasm.com/wiki/de/index.php/LP4.6:_L%C3%B6sen_von_Incidents_und_Service_Requests Incident management in YaSM]: process description. | |||
| |||
<p> </p> | |||
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==<span id=" | ==<span id="2017-06-07">What is Enterprise Service Management?</span>== | ||
<html></p><div class="thumb tright"><div class="thumbinner" style="width:122px;"><a href="https://yasm.com/wiki/en/index.php/Enterprise_Service_Management_(ESM)_and_YaSM" rel="standout"><img alt="Enterprise Service Management and YaSM" src="https://yasm.com/wiki/en/img/enterprise-service-management/what-is-enterprise-service-management.jpg" width="120" height="68" class="thumbimage" /></a> <div class="thumbcaption"><a rel="nofollow" class="external text" href="https://yasm.com/wiki/en/index.php/Enterprise_Service_Management_(ESM)_and_YaSM">What is Enterprise-Service-Management (ESM)?</a></div></div></div><p></html> | |||
<small> | <small>Wed, 07 June 2017</small> | ||
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: | |||
→ | → [https://yasm.com/wiki/en/index.php/Enterprise_Service_Management_(ESM)_and_YaSM What is Enterprise Service Management?] | ||
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==<span id="2016-06-19"> | ==<span id="2016-06-19">YaSM Service Management | New video series: Good service management</span>== | ||
[[Image:Good-service-management.jpg|thumb|120px|right|none|alt=YaSM videos: Einfachen Regeln zum Managen von Services|link=https://wiki.en.it-processmaps.com/index.php/File:Good-service-management.jpg|[https://yasm.com/en/videos YaSM videos]]] | [[Image:Good-service-management.jpg|thumb|120px|right|none|alt=YaSM videos: Einfachen Regeln zum Managen von Services|link=https://wiki.en.it-processmaps.com/index.php/File:Good-service-management.jpg|[https://yasm.com/en/videos YaSM videos]]] | ||
| Line 311: | Line 387: | ||
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. | 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. | ||
→ Save our YouTube playlist: [ | → Save our YouTube playlist: [https://youtube.com/playlist?list=PLJ9dOprxZeUMlCllJ8m3MZOMRhoQ0lxJI Good Service Management based on YaSM]<br /> | ||
→ [https://yasm.com/en/videos YaSM videos (overview)] | → [https://yasm.com/en/videos YaSM videos (overview)] | ||
| Line 402: | Line 478: | ||
==<span id="2014-10-29">YaSM - an alternative to ITIL?</span>== | ==<span id="2014-10-29">YaSM - an alternative to ITIL?</span>== | ||
[[Image:Itil-alternative-yasm-thumb.jpg|thumb|120px|right|none|alt=YaSM | [[Image:Itil-alternative-yasm-thumb.jpg|thumb|120px|right|none|alt=YaSM article: YaSM - an alternative to ITIL?|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-alternative-yasm-thumb.jpg|[https://yasm.com/wiki/en/index.php/Alternatives_to_ITIL YaSM: an alternative to ITIL?]]] | ||
<small>Wed, 29 October 2014</small> | <small>Wed, 29 October 2014</small> | ||
Once in a while we get asked during our [https://yasm.com/en/misc/webinars YaSM webinars] if YaSM is an alternative to ITIL. | Once in a while we get asked during our [https://yasm.com/en/misc/webinars YaSM webinars] if [https://yasm.com/en/ YaSM service management] 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? | 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? | ||
→ [https://yasm.com/wiki/en/index.php/Alternatives_to_ITIL YaSM - an alternative to ITIL?] | |||
→ | |||
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==<span id="2014-09-06">Launch of the free YaSM Service Management Wiki</span>== | ==<span id="2014-09-06">Launch of the free YaSM Service Management Wiki</span>== | ||
[[Image:Blog-yasm-wiki-2014-08-01.jpg|thumb|120px|right|none|alt=YaSM | [[Image:Blog-yasm-wiki-2014-08-01.jpg|thumb|120px|right|none|alt=YaSM article - Launch of the free YaSM Service Management Wiki|link=https://wiki.en.it-processmaps.com/index.php/File:Blog-yasm-wiki-2014-08-01.jpg|[https://yasm.com/en/news/free-service-management-resources YaSM Wiki Launch]]] | ||
<small>Sat, 06 September 2014</small> | <small>Sat, 06 September 2014</small> | ||
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The wiki is the ideal starting point if you would like to learn more about YaSM and service management in general. | The wiki is the ideal starting point if you would like to learn more about YaSM and service management in general. | ||
→ Read it now: [https://yasm.com/en/ | → Read it now: [https://yasm.com/en/news/free-service-management-resources Launch of the free YaSM Wiki] | ||
→ Proceed to the YaSM Wiki: [https://yasm.com/wiki/en/index.php/Main_Page YaSM Wiki main page] | → Proceed to the YaSM Service Management Wiki: [https://yasm.com/wiki/en/index.php/Main_Page YaSM Wiki main page] | ||
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<small>Sat, 14 April 2012</small> | <small>Sat, 14 April 2012</small> | ||
Following the publication of the 2011 edition of ITIL in July 2011, the ITIL Process Map has been adapted to the latest guidance. | <html>Following the publication of the 2011 edition of ITIL in July 2011, the ITIL Process Map has been adapted to the latest guidance. </p> | ||
<p>The ITIL process model is available in English or German for the following process management applications: <a href="https://en.it-processmaps.com/products/itil-process-map-visio.html" title="ITIL Process Map for Visio">Microsoft Visio®</a>, the <a href="https://en.it-processmaps.com/products/itil-process-map-aris.html" title="ITIL Process Map for ARIS">ARIS Process Platform</a>™, <a href="https://en.it-processmaps.com/news/itil-solution-igrafx-2011.html" title="ITIL Process Map for iGrafx">iGrafx® Flowcharter / iGrafx Process</a>, and Primero.</p> | |||
<p>→ <html><a href="https://en.it-processmaps.com/news/itil-process-map-2011.html" rel="standout">Details ...</a></p></html> | |||
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__NOTOC__ | __NOTOC__ | ||
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[[Category:ITIL Wiki News|!]][[Category:ITIL | [[Category:ITIL Wiki News|!]][[Category:ITIL 4]][[Category:ITIL 2011]][[Category:ITIL V3]][[Category:ISO/IEC 20000]][[Category:YaSM]] | ||
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Latest revision as of 19:15, 6 November 2023
Get the latest news and stay informed about important changes and updates to the ITIL Wiki and our ITIL process model:
YaSM in the Ticket Volume podcast
Mon, 06 November 2023
Ticket Volume is a weekly ITSM podcast where host and InvGate product specialist Matt Beran chats with different IT and thought leaders about Service Management.
In the 69th episode, Matt Beran and Stefan Kempter talk about IT Process Wiki, the free ITIL resource from IT Process Maps, and they explore the origins and ideas of YaSM, a streamlined set of service management processes.
Thanks, Matt, for the invitation to participate in your podcast. It's been a real pleasure!
→ Read the blog article on InvGate here: What is YaSM, Yet another service management model
ITIL Process Map for ITIL 4
Mon, 03 April 2023
ITIL 4, the latest release of ITIL, is not a minor overhaul of the previous ITIL V3 but a completely revised body of knowledge.
→ Is there an updated ITIL Process Map for ITIL 4?
15th anniversary of the IT Process Wiki
Sun, 08 January 2023
It is now 15 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.
Millions of visits to our Wikis in English, German and Spanish from more than 190 countries are proof that there is strong demand for ITIL and its best practice recommendations!
Thank you so much for the great feedback throughout the years!
→ User feedback about the IT Process Wiki
Video: ITIL 4 process templates
Sun, 27 February 2022
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 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.)
Video: YaSM and ISO/IEC 20000
Fri, 14 January 2022
Process models and document templates for every single ISO 20000 requirement: The YaSM - ISO 20000 Bridge makes getting started with the standard a lot easier.
The process diagrams and document templates contained in the YaSM model make the huge task of designing ISO/IEC 20000 compliant processes for your organization manageable: As you prepare for the ISO 20000 certification audit, you don't need to start with a blank page but are able to modify proven templates.
A set of detailed diagrams relates the standard's mandatory ISO 20000 requirements to the process diagrams and checklists of the YaSM Process Map.
→ Watch the video: YaSM und ISO 20000 (ISO 20000:2018)
Video: Service Management Office (SMO) with MS Teams and YaSM
Wed, 22 December 2021
Microsoft® Teams - a solution for collaborating and sharing content - can provide the technical platform for a service management office (SMO).
This collaboration platform is particularly useful if you carry out your ITIL® initiative at different locations or with a virtual team.
In our new video, Stefan Kempter explains the concept of the SMO and shows a few practical examples of how setting up a service management office based on MS Teams.
→ Start the video: Service Management Office with Microsoft® Teams and YaSM
ITIL 4 FAQs
Thu, 14 October 2021
The the most recent version of ITIL ('ITIL 4') brings the ITIL framework up to date, introducing a holistic approach to service management and focusing on 'end-to-end service management from demand to value'.
On this page we answer your questions about the changes introduced with the latest edition of ITIL.
7rd anniversary of the YaSM Service Management Wiki
Mon, 07 August 2021
Our YaSM Wiki is about service management according to YaSM®, the 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
- Service Management (Enterprise Service Management / Business Service Management),
- IT 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.
→ The YaSM Service Management Wiki main page
Service Portfolio template
Thu, 10 June 2021
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 Webinar | ITIL and the ITIL Process Map
Fri, 02 April 2021
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:
→ Webinar: ITIL and the ITIL Process Map
→ or watch it on YouTube
Checklist Capacity Plan
Tue, 19 May 2020
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!
Free ITIL templates and checklists
Sun, 16 February 2020
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 ITIL 4 compliant documents and records.
As part of the ITIL Process Map, the ITIL 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.
→ ITIL checklists and document templates
Is YaSM 'ITIL lite' or 'lean ITIL'?
Tue, 21 January 2020
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:
→ Is YaSM 'ITIL lite' or 'lean ITIL'?
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
The new edition of ITIL 4
Tue, 05 March 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 November 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:
→ What are the objectives of ITIL 4?
→ What's the difference between ITIL 4 and ITIL V3?
The new version of ISO 20000:2018 is here
Wed, 19 September 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.
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.
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!
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 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:
→ What is Enterprise Service Management?
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.
→ Save our YouTube playlist: Good Service Management based on YaSM
→ YaSM videos (overview)
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.
→ Video: The ITIL Process Map and 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.
→ Project management basics
→ Project management - templates, checklists and tips
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 service management 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?
→ YaSM - an alternative to ITIL?
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.
The ITIL process model is available in English or German for the following process management applications: Microsoft Visio®, the ARIS Process Platform™, iGrafx® Flowcharter / iGrafx Process, and Primero.
By: Andrea Kempter 
, IT Process Maps.
