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Subscribe to our news feed to get the latest news, and to stay informed about important changes and updates to our ITIL Wiki: [https://en.it-processmaps.com/rss.xml RSS News Feed]
Get the latest news and stay informed about important changes and updates to the ITIL Wiki and our ITIL process model:
<p>&nbsp;</p>
 
==YaSM in the Ticket Volume podcast==
 
<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, 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>&#8594; 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>
 
<br style="clear:both;"/>
 
==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>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>&#8594; 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>
<br style="clear:both;"/>
 
==<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&reg; 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&reg; 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!
 
&#8594; [https://en.it-processmaps.com/news/free-itil-resources-itil-wiki.html#user-feedback-itil-wiki User feedback about the IT Process Wiki]
 
<br style="clear:both;"/>
 
==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>&#8594; 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>
 
<br style="clear:both;"/>
 
==Video: YaSM and ISO/IEC 20000==
 
<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>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>
 
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>
 
&#8594; Watch the video: [https://yasm.com/en/videos/yasm-iso-20000-bridge YaSM und ISO 20000 (ISO 20000:2018)]
 
<br style="clear:both;"/>
 
==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&nbsp;Teams</a></div></div></div><p></html>
<small>Wed, 22 December 2021</small>
 
Microsoft&reg; 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&reg; 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.
 
&#8594; Start the video: [https://yasm.com/en/videos/service-management-office-microsoft-teams-yasm Service Management Office with Microsoft&reg; Teams and YaSM]
<br style="clear:both;"/>
 
==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&reg; 4 FAQ]]]]
<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.
 
&#8594; [[ITIL_4|ITIL 4 FAQs]]
 
<br style="clear:both;"/>
 
==<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&reg;, 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.
 
&#8594; The [https://yasm.com/wiki/en/index.php/Main_Page YaSM Service Management Wiki main page]
 
<br style="clear:both;"/>
 
==Service Portfolio template==
[[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>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.
 
&#8594; These are the most important [[Checklist Service Portfolio#Service Portfolio - Contents|contents of a Service Portfolio]].
 
<br style="clear:both;"/>
 
==<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&reg; 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>


<p>&nbsp;</p>
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:
 
&#8594; [https://demo.it-processmaps.com/webinars/itil-process-map.html Webinar: ITIL and the ITIL Process Map]


====<span id="2011-10-28">"ITIL Project Management (Transition Planning & Support)"</span>====
&#8594; or [https://youtu.be/j8n1bRbsdwQ watch it on YouTube]
[[Image:Itil-project-management.jpg|thumb|70px|right|none|alt=Project Management ITIL|[[Project Management - Transition Planning and Support|ITIL Project Management]]]]


<small>Fri, 28 October 2011</small>
<br style="clear:both;"/>


In ITIL 2011 [[Project Management - Transition Planning and Support|Project Management (Transition Planning & Support)]] has been revised to highlight that its main responsibility is to coordinate the various service transition projects and resolve conflicts. We've updated the process and definitions accordingly.
==<span id="2020-05-19">Checklist Capacity Plan</span>==


<p>&nbsp;</p>
[[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.


====<span id="2011-10-20">New Process in ITIL 2011: "Change Evaluation"</span>====
The plan contains scenarios for different predictions of business demand, and options with cost estimates to deliver the agreed service level targets.  
[[Image:Itil-change-evaluation.jpg|thumb|70px|right|none|alt=Change Evaluation ITIL|[[ITIL Change Evaluation|Change Evaluation]]]]


<small>Sun, 23 October 2011</small>
&#8594; You'll find the detailed checklist [[Checklist Capacity Plan#Overview|here]]!


[[ITIL Change Evaluation|Change Evaluation]] was added as a new process in ITIL 2011. The purpose of this process is the evaluation of Major Changes. Change Evaluation is called upon by the Change Management process to perform a Change assessment.
<br style="clear:both;"/>


<p>&nbsp;</p>
==<span id="2020-02-16">Free ITIL templates and checklists</span>==
[[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]]]]


====<span id="2011-10-20">"Problem Management" expanded</span>====
<small>Sun, 16 February 2020</small>
[[Image:Problem-management-itil.jpg|thumb|70px|right|none|alt=Problem Management ITIL|[[Problem Management]]]]


<small>Thu, 20 October 2011</small>
The most sought-after [[ITIL-Checklists|ITIL templates]] are available for you in the IT Process Wiki.


ITIL 2011 provides considerably more details in the areas of "Proactive Problem Identification". "Problem Diagnosis and Resolution" has been completely revised to provide clearer guidance on how this process cooperates with Incident Management.  
These ready-to-use templates and checklists are also a good starting point for designing [[ITIL 4]] compliant documents and records.


A summary of the changes is provided on the [[Problem Management|Problem Management]] page, as well as an updated overview diagram of [[Media:Problem-management-itil.jpg|Problem Management (.JPG)]].  
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&reg; licensed.


<p>&nbsp;</p>
&#8594; [[ITIL-Checklists|ITIL checklists and document templates]]


====<span id="2011-10-17">Updates to "Access Management"</span>====
<br style="clear:both;"/>
[[Image:Access-management-itil.jpg|thumb|70px|right|none|alt=Access Management ITIL|[[Access Management]]]]


<small>Mon, 17 October 2011</small>
==<span id="2020-01-21">Is YaSM 'ITIL lite' or 'lean ITIL'?</span>==


We've updated the [[Access Management]] process to bring it in line with the new ITIL 2011 guidance. The [[Media:Access-management-itil.jpg|process overview (.JPG)]] now features a new interface between Access Management and Event Management.
[[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>Tue, 21 January 2020</small>


<p>&nbsp;</p>
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&reg;.


====<span id="2011-10-16">Improvements to "Request Fulfilment"</span>====
YaSM is definitely lighter than ITIL&reg;. 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!
[[Image:Request-fulfilment.jpg|thumb|70px|right|none|alt=Request Fulfilment ITIL|[[Request Fulfilment]]]]


<small>Sun, 16 October 2011</small>
Read it now:


In ITIL 2011 [[Request Fulfilment]] has been revised and enhanced. To reflect the latest guidance Request Fulfilment now consists of [[Request Fulfilment#Sub-Processes|five sub-processes]]. It contains new interfaces required for the processing of Service Requests. A clearer explanation of the information that describes a Service Request and its life cycle has been added.
&#8594; [https://yasm.com/wiki/en/index.php/ITIL_Lite_and_YaSM Is YaSM 'ITIL lite' or 'lean ITIL'?]


<p>&nbsp;</p>
<br style="clear:both;"/>


====<span id="2011-10-13">"ITIL Incident Management" enhanced</span>====
==<span id="2019-06-17">ITIL Metrics (KPIs)</span>==
[[Image:Incident-management-itil.jpg|thumb|70px|right|none|alt=Incident Management ITIL|[[Incident Management]]]]
[[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>Thu, 13 October 2011</small>
<small>Mon, 17 June 2019</small>


ITIL 2011 describes the Incident Management process in greater detail. A summary of the changes is provided on the [[Incident Management#Incident Management ITIL 2011|Incident Management page]], as well as an updated overview diagram of [[Media:Incident-management-itil.jpg|Incident Management (.JPG)]].
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.


<p>&nbsp;</p>
&#8594; Details: [[ITIL Key Performance Indicators]]


====<span id="2011-10-09">Updates to "ITIL Event Management"</span>====
<br style="clear:both;"/>
[[Image:Event-management-itil.jpg|thumb|70px|right|none|alt=Event Management ITIL|[[Event Management|Event Management]]]]


<small>Sun, 09 October 2011</small>
==<span id="2019-03-05">The new edition of ITIL 4</span>==


In ITIL 2011 [[Event Management]] has been updated to reflect the concept of 1st Level Correlation and 2nd Level Correlation. The corresponding [[Event Management#Sub-Processes|sub-processes]] and data objects were changed to better account for this.
[[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&reg; 4 FAQ]]]]
<small>Tue, 05 March 2019</small>


<p>&nbsp;</p>
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.


====<span id="2011-10-07">"IT Operations Control"</span>====
&#8594; [[ITIL_4|Learn more about ITIL 4]]
[[Image:Itil-operations-control.jpg|thumb|70px|right|none|alt=IT Operations Control ITIL|[[IT Operations Control]]]]


<small>Fri, 07 October 2011</small>
<br style="clear:both;"/>


The [[IT Operations Control]] process highlights common operational activities and assists in identifying important interfaces with other Service Management processes.
==<span id="2019-03-04">YaSM Service Management | New video: Introduction to YaSM</span>==


In ITIL 2007, IT Operations Control activities were covered in the process "IT Operations Management".
<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>


<p>&nbsp;</p>
<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>


====<span id="2011-10-05">The "Application Management" Process</span>====
YaSM  is a "translation" of the guidance in the popular frameworks and approaches, such as ITIL&reg;, ISO 20000, and SIAM&reg;, into a clear-cut collection of processes. The model contains ready-to-use templates for your processes and documents.
[[Image:Application-management-itil.jpg|thumb|70px|right|none|alt=Application Management ITIL|[[ITIL Application Management|Application Management]]]]


<small>Wed, 05 October 2011</small>
&#8594; Start the video: [https://yasm.com/en/videos/introduction-yasm What is YaSM?]


The ITIL function Application Management is relevant to the management of applications and systems. That is why we decided to establish an [[ITIL Application Management|Application Management]] process, covering all Application Management activities not included in other ITIL processes.
<br style="clear:both;"/>


<p>&nbsp;</p>
==<span id="2018-11-16">ITIL 4: The 2019 ITIL update</span>==


====<span id="2011-10-02">New Process "Technical Management"</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&reg; 4]]]]
[[Image:Itil-technical-management.jpg|thumb|70px|right|none|alt=Technical Management ITIL|[[ITIL Technical Management|Technical Management]]]]
<small>Fri, 16 November 2018</small>


<small>Sun, 02 October 2011</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:


Technical Management (treated in ITIL as a 'function') plays an important role in the management of the IT infrastructure. Therefore we decided to introduce a [[ITIL Technical Management|Technical Management]] process within [[ITIL V3 Service Operation|Service Operation]], covering all Technical Management activities not included in other ITIL processes.
&#8594; [[ITIL_4#Objectives|What are the objectives of ITIL 4?]]


<p>&nbsp;</p>
&#8594; [[ITIL_4#What.27s_new_in_ITIL_4.3F|What's new in ITIL 4?]]


====<span id="2011-09-29">New ITIL Template "Capacity Plan"</span>====
&#8594; [[ITIL_4#ITIL_4_and_ITIL_V3:_What.27s_the_difference.3F|What's the difference between ITIL 4 and ITIL V3?]]
[[Image:Thumb-itil-template.jpg|thumb|70px|right|none|alt=Capacity Plan Template|[[Checklist Capacity Plan]]]]


<small>Thu, 29 September 2011</small>
<br style="clear:both;"/>


We provide a new [[Checklist Capacity Plan|Capacity Plan template]] for you.
==<span id="2018-09-19">The new version of ISO 20000:2018 is here</span>==


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 costed options to deliver the agreed service level targets.
<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>Wed, 19 September 2018</small>


<p>&nbsp;</p>
Are you familiar with the similarities and differences between ISO 20000:2018 and ISO 20000:2011?


====<span id="2011-09-26">Comparison between ITIL 2011 and ITIL 2007 - The Main Changes</span>====
ISO/IEC 20000:2018 (Part 1) is a completely revised version of the international service management standard, ISO/IEC 20000:2011.  
[[Image:Itil-2011.jpg|thumb|70px|right|none|alt=ITIL 2011|[[ITIL 2011]]]]


<small>Mon, 26 September 2011</small>
Check out this detailed comparison in the YaSM Service Management Wiki:


We've added a new page to the ITIL Wiki, explaining the main changes and differences between ITIL 2007 and [[ITIL 2011]].  
&#8594; [https://yasm.com/wiki/en/index.php/ISO_20000_-_2018  ISO 20000:2018]
&#8594; 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].


We'll insert more content as we adjust the ITIL Process Map to the latest ITIL 2011 edition.
<br style="clear:both;"/>


<p>&nbsp;</p>
==<span id="2018-04-09">YaSM Service Management | Video: How customer-centricity works</span>==


====<span id="2011-09-23">New ITIL Checklist "Incident Prioritization Guideline"</span>====
<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>
[[Image:Thumb-itil-template.jpg|thumb|70px|right|none|alt=ITIL Incident Prioritization|[[Checklist Incident Priority]]]]
<small>Mon, 09 April 2018</small>


<small>Fri, 23 September 2011</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'.


You spoke, we listened: a new and detailed ITIL checklist on Incident classification is now available in our Wiki.
In the first video, we explain how customer-centricity works, and how the YaSM approach helps you with becoming customer-centric.


The [[Checklist Incident Priority|Checklist "Incident Prioritization Guideline"]] contains the rules for Incident categorization depending on their impact and urgency. The right classification is essential for triggering appropriate Incident escalations. The template also defines the term [[Checklist Incident Priority#Major Incident|Major Incident]] and how Major Incidents should be treated.
&#8594; Start the video: [https://yasm.com/en/videos/customer-service-management-yasm The customer is king]!


&#8594; The [https://yasm.com/wiki/en/index.php/SP3:_Manage_customer_relationships CRM process in YaSM]: process description.

<p>&nbsp;</p>
<p>&nbsp;</p>
<br style="clear:both;"/>
==<span id="2018-01-14">Configuration Management System and Configuration Management Database</span>==
[[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>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.


====<span id="2011-09-20">ITIL Roles updated</span>====
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.
[[Image:Thumb-itil-roles-index.jpg|thumb|70px|right|none|alt=ITIL Roles & ITIL Responsibilities|[[Roles within ITIL V3|ITIL Roles]]]]


<small>Tue, 20 September 2011</small>
&#8594; A free CMS/ CMDB template [[Checklist_CMS_CMDB|free CMS/ CMDB template]] is available in our wiki!


We've updated the definitions of the [[Roles within ITIL V3|ITIL roles]], which describe the roles' main characteristics. Roles are used in ITIL to assign responsibilities in the various [[ITIL Processes|ITIL processes]].
<br style="clear:both;"/>


<p>&nbsp;</p>
==<span id="2017-11-13">Free template for Underpinning Contracts</span>==
[[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]]]]


====<span id="2011-09-16">ITIL Implementation in 10 Steps - Project Course</span>====
<small>Mon, 13 November 2017</small>
[[Image:Thumb-itil-project-course.jpg|thumb|70px|right|none|alt=ITIL Implementation Guide|[[ITIL Implementation]]]]
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).


<small>Fri, 16 September 2011</small>
&#8594; The [[Checklist_Underpinning_Contract_(UC)#Underpinning_Contract_-_Contents|Underpinning Contract template]] summarizes the most important contents of an UC.


We've just updated the section on [[ITIL Implementation|ITIL implementation]].
<br style="clear:both;"/>


Our guide "[[ITIL Implementation#ITIL Implementation in 10 Steps - Project Course|Implementing ITIL in 10 Steps]]" is a time-tested project blueprint designed to support the planning of your ITIL initiative and the subsequent ITIL implementation.
==<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]]]]


The ITIL project guide is also ideally suited for organizations preparing themselves for ISO 20000 certification, since ISO 20000 and ITIL share the same basic principles.
<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.


<p>&nbsp;</p>
&#8594; Check out the [[Checklist Request for Change RFC#change-request-contents|full RFC template]]!


====<span id="2011-09-14">ITIL Metrics (KPIs)</span>====
<br style="clear:both;"/>
[[Image:ITIL-KPIs.jpg|thumb|70px|right|none|alt=ITIL Key Performance Indicators|[[ITIL Key Performance Indicators|ITIL Metrics (KPIs)]]]]


<small>Wed, 14 September 2011</small>
==<span id="2017-06-22">YaSM Service Management | Video: Don't leave customer support to luck</span>==


[[ITIL Key Performance Indicators|ITIL Key Performance Indicators (ITIL KPIs)]] are used to assess if the processes of your IT organization are running according to expectations. Our IT Process Wiki contains a collection of such KPIs which you can use as a starting point when designing process metrics for your organization.
<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>Thu, 22 June 2017</small>


<p>&nbsp;</p>
Service providers need a consistent, professional approach to managing incidents and service requests, because bad customer support drives away customers!


====<span id="2011-09-10c">Checklist "Service Improvement Plan (SIP)"</span>====
So, it's not surprising that there is a strong emphasis on support processes in all service management frameworks and standards.
[[Image:Itil-definition-csi-initiatives.jpg|thumb|70px|right|none|alt=CSI Initiative: ITIL SIP Template|[[Checklist Service Improvement Plan SIP|SIP Template]]]]


<small>Sat, 10 September 2011</small>
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.


Our template [[Checklist Service Improvement Plan SIP|Service Improvement Plan (SIP)]] has been enhanced with the updated section "Implementation schedule". The Service Improvement Plan is a formal plan to implement [[Definition of Improvement Initiatives|improvements to services and IT processes]].
&#8594; Start the video: [https://yasm.com/en/videos/yasm-incident-management-support Don't leave customer support to luck]!


&#8594; [https://yasm.com/wiki/de/index.php/LP4.6:_L%C3%B6sen_von_Incidents_und_Service_Requests  Incident management in YaSM]: process description.

<p>&nbsp;</p>
<p>&nbsp;</p>
<br style="clear:both;"/>


====<span id="2011-09-10b">Updates to "ITIL Process Evaluation"</span>====
==<span id="2017-06-07">What is Enterprise Service Management?</span>==
[[Image:Itil-process-evaluation.jpg|thumb|70px|right|none|alt=ITIL Process Management|[[Process Evaluation|ITIL Process Evaluation]]]]


<small>Sat, 10 September 2011</small>
<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>


We have updated [[Process Evaluation|ITIL Process Evaluation]] and changed the descriptions of the ITIL roles that are involved in the process: The [[Process Evaluation#Process Owner|Process Owner]] and the [[Process Evaluation#Process Architect|Process Architect]].
<small>Wed, 07 June 2017</small>


New: The data objects "[[Process Evaluation#Process Assessment Guideline|Process Assessment Guideline]]" and "[[Process Evaluation#Seven-Step Improvement Guideline|Seven-Step Improvement Guideline]]". The "7-Step Improvement Method" is a methodology which can be universally applied to identify shortcomings in services and processes and to implement improvements.  
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.


<p>&nbsp;</p>
Head over to our YaSM Service Management Wiki to learn more about ESM and how enterprise service management evolved out of ITSM:
 
&#8594; [https://yasm.com/wiki/en/index.php/Enterprise_Service_Management_(ESM)_and_YaSM What is Enterprise Service Management?]


====<span id="2011-09-10a">"ITIL Service Evaluation": The Service Review Report</span>====
<br style="clear:both;"/>
[[Image:Itil-service-evaluation.jpg|thumb|70px|right|none|alt=ITIL Service Management|[[Service Evaluation|ITIL Service Evaluation]]]]


<small>Sat, 10 September 2011</small>
==<span id="2016-09-12">Video | The ITIL RACI Matrix</span>==


[[Service Evaluation|ITIL Service Evaluation]] aims to evaluate service quality. [[Service Evaluation#Service Review|Service Reviews]] are carried out to review business services and infrastructure services on a regular basis.
[[Image:Itil-raci-video-200x200.jpg|thumb|120px|right|none|alt=Video: ITIL responsibility assignment matrix|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-raci-video-200x200.jpg|[https://demo.it-processmaps.com/raci_en/itil-raci-matrix.html Watch the video!]]]
<small>Mon, 12 September 2016</small>


The results and findings are documented within the "[[Checklist Service Evaluation Report#Service Review Report|Service Review Report]]". Our checklist summarizes the most important report items.
The ITIL RACI matrix ("responsibility assignment matrix") provides a summary of the ITIL roles and their levels of responsibility in the ITIL processes.


<p>&nbsp;</p>
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.


====<span id="2011-09-08">Adjustments to "ITIL Problem Management" and the "Problem Record" Template</span>====
RACI matrices are especially useful in clarifying roles and responsibilities in cross-functional processes.
[[Image:Problem-management-itil.jpg|thumb|70px|right|none|alt=Problem Management|[[Problem Management|ITIL Problem Management]]]]


<small>Thu, 08 September 2011</small>
&#8594; Watch the [https://demo.it-processmaps.com/raci_en/itil-raci-matrix.html video: ITIL RACI Matrix]


The [[Problem Management|ITIL Problem Management]] process has been updated.
<br style="clear:both;"/>


We've also refreshed our [[Checklist Problem Record|checklist "Problem Record"]].  This checklist contains a detailed structure of the data which should be contained in a Problem Record in order to describe its complete life cycle from Problem identification to solution. Among the additions are references to Known Errors and Workarounds and a section on the solution history.
==<span id="2016-06-19">YaSM Service Management | New video series: Good service management</span>==


<p>&nbsp;</p>
[[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]]]
<small>Sun, 19 June 2016</small>


====<span id="2011-09-06">Enhancements to "ITIL Incident Management"</span>====
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.
[[Image:Incident-management-itil.jpg|thumb|70px|right|none|alt=ITIL Incident Management|[[Incident Management|ITIL Incident Management]]]]


<small>Tue, 06 September 2011</small>
&#8594; Save our YouTube playlist:  [https://youtube.com/playlist?list=PLJ9dOprxZeUMlCllJ8m3MZOMRhoQ0lxJI Good Service Management based on YaSM]<br />
&#8594; [https://yasm.com/en/videos YaSM videos (overview)]


We have revised the [[Incident Management|Incident Management process]] and added two data objects: The [[Incident Management#Incident Prioritization Guideline|Incident Prioritization Guideline]] helps with assigning the correct priority to incidents - this is essential for triggering appropriate escalations. The [[Incident Management#Major Incident Review|Major Incident Review]] documents the Major Incident's underlying causes.
<br style="clear:both;"/>


Our checklist [[Checklist Incident Record|Incident Record]] has been enhanced with updated sections "Incident Prioritization" and "Incident Closure Data".
==<span id="2016-04-19">Video | The ITIL Process Map and SharePoint</span>==


<p>&nbsp;</p>
[[Image:Itil-visio-sharepoint-video-200x200.jpg|thumb|120px|right|none|alt=Video: How you can use the ITIL process model for Visio in combination with SharePoint|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-visio-sharepoint-video-200x200.jpg|[https://demo.it-processmaps.com/itil-visio-en/itil-visio-sharepoint.html Watch the video!]]]
<small>Tue, 19 April 2016</small>


====<span id="2011-09-05b">The "Service Knowledge Management System"</span>====
How to use the ITIL Process Map for Visio for publishing your ITIL processes:
[[Image:Itil-knowledge-management.jpg|thumb|70px|right|none|alt=ITIL Knowledge Management|[[Knowledge Management|ITIL Knowledge Management]]]]


<small>Mon, 05 September 2011</small>
Some of our customers use Microsoft&reg; SharePoint&reg; 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.


[[Knowledge Management]] is the central process responsible for providing knowledge to all other IT Service Management processes. In this respect, the [[Knowledge Management#SKMS|Service Knowledge Management System (SKMS)]] serves as the central repository of data, information and knowledge managed by the Knowledge Management process.
&#8594; [https://demo.it-processmaps.com/itil-visio-en/itil-visio-sharepoint.html Video: The ITIL Process Map and SharePoint]


Here is the updated definition: &#8594; [[Knowledge Management#SKMS|"SKMS"]]
<br style="clear:both;"/>


<p>&nbsp;</p>
==<span id="2016-02-19">Free Project Management Templates and Checklists</span>==


====<span id="2011-09-05a">"ITIL Configuration Management" updated</span>====
[[Image:Project-management-basics.jpg|thumb|120px|right|none|alt=Project management basics - definition. roles, project stages and project templates|link=https://wiki.en.it-processmaps.com/index.php/File:Project-management-basics.jpg|[[Project Management|Project management basics]]]]
[[Image:Service-asset-and-configuration-management.jpg|thumb|70px|right|none|alt=ITIL Configuration Management|[[Service Asset and Configuration Management|ITIL Configuration Management]]]]


<small>Mon, 05 September 2011</small>
<small>Wed, 19 February 2016</small>


We have extended [[Service Asset and Configuration Management|ITIL Service Asset & Configuration Management]] and added two sub-processes: [[Service Asset and Configuration Management#ITIL Configuration Management Identification|Configuration Identification]] and
Essential also for your ITIL project: Basic knowledge, checklists and tips for Project Management.
[[Service Asset and Configuration Management#ITIL Configuration Management Control|Configuration Control]].


The related [[Checklist CMS CMDB|ITIL checklist "CMS CMDB"]] has been enhanced. This template
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.
covers details on the Configuration Management System (CMS), a coherent logical model of the IT organization’s service assets.


<p>&nbsp;</p>
&#8594; [[Project Management|Project management basics]]<br />
&#8594; [[Project Management - Templates, Checklists and Tips|Project management - templates, checklists and tips]]


====<span id="2011-09-04b">Modified Data Objects in "ITIL Project Management"</span>====
<br style="clear:both;"/>
[[Image:Itil-project-management.jpg|thumb|70px|right|none|alt=ITIL Project Management|[[Project Management - Transition Planning and Support|ITIL Project Management]]]]


<small>Sun, 04 September 2011</small>
==<span id="2016-02-09">Update | ITIL Repository Add-In for Visio 2016</span>==


We renamed and modified the data object "Project Plan" to "[[Project Management - Transition Planning and Support#Service Transition Plan|Project Plan (Service Transition Plan)]]" to bring it into line with the ITIL books. To avoid confusion with the "Service Transition Report" (vaguely) known in ITIL we renamed the data object "Service Transition Report" to "[[Project Management - Transition Planning and Support#Project Portfolio Status Report|Project Portfolio Status Report]]".
[[Image:Itil-visio-2016-thumb.jpg|thumb|120px|right|none|alt=The ITIL Process Map is now ready for Microsoft Visio 2016.|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-visio-2016-thumb.jpg|[https://en.it-processmaps.com/news/itil-visio-2016.html ITIL Visio Add-In]]]
<small>Tue, 09 Februar 2016</small>


<p>&nbsp;</p>
Microsoft has recently published the new version of Visio&reg; 2016.


====<span id="2011-09-04a">"ITIL Change Management" updated</span>====
The ITIL&reg; 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.  
[[Image:Change-management-itil.jpg|thumb|70px|right|none|alt=ITIL Change Management|[[Change Management|Change Management]]]]


<small>Sun, 04 September 2011</small>
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. [...]


We switched to the term "Emergency Change" as this is the exact term used in the ITIL books. We've updated the name of the [[Change Management#Sub-Processes|Change Management sub-process]] accordingly: "Assessment of Emergency RFC by the ECAB". The term has also been replaced within our [[Checklist Request for Change RFC|Checklist RFC]].
&#8594; Details: [https://en.it-processmaps.com/news/itil-visio-2016.html ITIL Repository Add-In for Visio 2016]


<p>&nbsp;</p>
<br style="clear:both;"/>


====<span id="2011-09-03">The "Supplier Service Level Report"</span>====
==<span id="2015-12-01">Video | Adapting the ITIL Process Model to your Organization</span>==
[[Image:Itil-supplier-management.jpg|thumb|70px|right|none|alt=ITIL Supplier Management|[[Supplier Management|Supplier Management]]]]


<small>Sat, 03 September 2011</small>
[[Image:Video-using-itil-process-templates-200x200.jpg|thumb|120px|right|none|alt=Video: ITIL responsibility assignment matrix|link=https://wiki.en.it-processmaps.com/index.php/File:Video-using-itil-process-templates-200x200.jpg|[https://demo.it-processmaps.com/howto_en/using-itil-process-map.html Watch the video!]]]
<small>Tue, 01 December 2015</small>


We created a new data object [[Supplier Management#Supplier Service Level Report|Supplier Service Level Report]] to make clear that it is different from the [[Service Level Management#Service Level Report|Service Level Report]] created by Service Level Management. The Supplier Service Level Report gives insight into a service provider's external supplier's ability to deliver the agreed service quality.
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.  


<p>&nbsp;</p>
Three examples illustrate some techniques for working with the Visio ITIL templates, including the usage of a simple [https://en.it-processmaps.com/products/visio-excel-repository.html Excel repository] for managing all central object information of the ITIL reference process model.


====<span id="2011-09-02">Updates to "IT Service Continuity Management"</span>====
&#8594; Watch the [https://demo.it-processmaps.com/howto_en/using-itil-process-map.html video: Adapting the ITIL Process Map]
[[Image:It-service-continuity-management.jpg|thumb|70px|right|none|alt=IT Service Continuity Management ITIL|[[IT Service Continuity Management|ITSCM]]]]


<small>Fri, 02 September 2011</small>
<br style="clear:both;"/>


ITIL suggests to maintain an [[IT Service Continuity Management#IT Service Continuity Strategy|ITSCM Strategy]], [[IT Service Continuity Management#IT Service Continuity Plan|ITSCM Plans]] and [[IT Service Continuity Management#Recovery Plan|Recovery Plans]] (the latter in both [[IT Service Continuity Management|ITSCM]] and [[Availability Management]]). The corresponding data objects were changed to better account for this.
==<span id="2015-08-03">The ITIL Process Map works with Windows 10</span>==
[[Image:Thumb_poster_itil-process-map-v3.jpg|thumb|120px|right|none|alt=ITIL Process Map for MS Visio|link=https://wiki.en.it-processmaps.com/index.php/File:Thumb_poster_itil-process-map-v3.jpg|[https://en.it-processmaps.com/products/itil-process-map-visio.html ITIL Process Map for Visio]]]


<p>&nbsp;</p>
<small>Mon, 03 August 2015</small>
We've thoroughly tested the [https://en.it-processmaps.com/products/itil-process-map-visio.html ITIL&reg; Process Map for Visio&reg;] on Windows 10, and we can now confirm that our ITIL process model works with Microsoft's new operating system.


====<span id="2011-09-01">"ITIL Risk Management" extended</span>====
If you are an existing customer, you may receive the latest version of the Visio add-in ("[https://en.it-processmaps.com/products/visio-excel-repository.html ITIL Repository Feature]"), including an updated user manual, free of charge.
[[Image:Itil-risk-management.jpg|thumb|70px|right|none|alt=ITIL Risk Management|[[Risk Management|ITIL Risk Management]]]]


<small>Thu, 01 September 2011</small>
<br style="clear:both;"/>


We've extended [[Risk Management|ITIL Risk Management]] and added the new sub-process "[[Risk Management#Sub-Processes|Risk Management Support]]". This process aims to define a framework for Risk Management. The [[Risk Management#Risk Management Policy|Risk Management Policy]] describes and communicates the organization’s approach to managing risk.
==<span id="2015-03-23">Infographic now also in Arabic: How to implement ITIL in 10 steps</span>==


<p>&nbsp;</p>
[[Image:Itil-implementation-arabic-thumb.png|thumb|120px|right|none|alt=Preview: Infographic ITIL (Arabic)|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-implementation-arabic-thumb.png|[[ITIL Implementation/ Infographic - Arabic|ITIL Infographic - Arabic]]]]
<small>Mon, 23 March 2015</small>


====<span id="2011-08-30">Recent Changes to "Service Level Management"</span>====
Check out this Arabized version of our "ITIL Implementation" infographic that breaks the task down into 10 manageable steps.
[[Image:Service-level-management.jpg|thumb|70px|right|none|alt=Service Level Management ITIL|[[Service Level Management]]]]


<small>Tue, 30 August 2011</small>
Many thanks to Mohamad Sibai, Saudi Council of Engineers, for the translation!


We've updated the description of [[Service Level Management#Sub-Processes|"Maintenance of the SLM Framework"]]. The term "SLA/ OLA/ UC Catalogue and Structure" has been replaced with [[Service Level Management#Contract Portfolio|Contract Portfolio]].
&#8594; Proceed to: [[ITIL Implementation/ Infographic - Arabic|ITIL Implementation/ Infographic - Arabic version]]


To avoid confusion with the [[Roles within ITIL V3#Enterprise Architect|Enterprise Architect]] role, we've changed the names and descriptions of some roles: the "Applications Analyst/ Architect" has thus become the [[Roles within ITIL V3#Applications Analyst|Applications Analyst]], and "Technical Analyst/ Architect" [[Roles within ITIL V3#Technical Analyst|Technical Analyst]].
<br style="clear:both;"/>


<p>&nbsp;</p>
==<span id="2014-10-29">YaSM - an alternative to ITIL?</span>==


====<span id="2011-08-29b">"ITIL Financial Management" updated</span>====
[[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?]]]
[[Image:Itil-financial-management.jpg|thumb|70px|right|none|alt=ITIL Financial Management|[[Financial Management]]]]
<small>Wed, 29 October 2014</small>


<small>Mon, 29 August 2011</small>
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.


We continue to bring our ITIL Wiki in line with the version of the ITIL Process Map that has just received the ITIL&reg; Licensed Product logo by APMG. This meant updating the descriptions of sub-processes and ITIL terms in [[Financial Management]]. The [[Checklist Financial Analysis|checklist Financial Analysis]] now has a new section on financing options.
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?


<p>&nbsp;</p>
&#8594; [https://yasm.com/wiki/en/index.php/Alternatives_to_ITIL YaSM - an alternative to ITIL?]


====<span id="2011-08-29a">Updates to "Service Portfolio Management"</span>====
<br style="clear:both;"/>
[[Image:Service-portfolio-management-itil.jpg|thumb|70px|right|none|alt=Service Portfolio Management|[[Service Portfolio Management]]]]


<small>Mon, 29 August 2011</small>
==<span id="2014-09-06">Launch of the free YaSM Service Management Wiki</span>==


We've updated the descriptions of the sub-processes in [[Service Portfolio Management]], as well as the definitions of the terms [[Service Portfolio Management#Strategic Plan|Strategic Plan]] and [[Service Portfolio Management#Strategic Service Assessment|Strategic Service Assessment]]. There's also a revised [[Checklist Service Portfolio|Service Portfolio checklist]].
[[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>


<p>&nbsp;</p>
The YaSM Wiki provides a complete overview of service management according to YaSM&reg;.


====<span id="2011-08-26">Recent changes to "Information Security Management"</span>====
The wiki is the ideal starting point if you would like to learn more about YaSM and service management in general.
[[Image:Itil-security-management.jpg|thumb|70px|right|none|alt=ITIL Security Management|[[IT Security Management|Security Management]]]]


<small>Fri, 26 August 2011</small>
&#8594; Read it now:  [https://yasm.com/en/news/free-service-management-resources Launch of the free YaSM Wiki]


The term "Information Security Management" is now used consistently, in line with ITIL V3. We renamed the process "IT Security Management" to [[IT Security Management|Information Security Management]] and adjusted descriptions of sub-processes where necessary. The linked data objects come with changed descriptions. A new data object was created: The [[IT Security Management#Underpinning-Information-Security-Policy|Underpinning Information Security Policy]] (underpinning policies support the overal [[IT Security Management#Security-Policy|Information Security Policy]], covering special topics like the usage of e-mails. The changes also concern the process owner of Information Security Management: The [[Roles within ITIL V3#Information Security Manager|Information Security Manager]].
&#8594; Proceed to the YaSM Service Management Wiki:  [https://yasm.com/wiki/en/index.php/Main_Page YaSM Wiki main page]


<p>&nbsp;</p>
<br style="clear:both;"/>


====<span id="2011-08-24">Recent changes to "Architecture Management"</span>====
==<span id="2012-06-13">New: A Bridge between ITIL 2011 and the ISO 20000:2011 Standard</span>==
[[Image:It-architecture-management.jpg|thumb|70px|right|none|alt=ITIL Architecture Management|[[IT Architecture Management|Architecture Management]]]]


<small>Fri, 26 August 2011</small>
[[Image:Iso-20000.jpg|thumb|120px|right|none|alt=ITIL and ISO 20000|link=https://wiki.en.it-processmaps.com/index.php/File:Iso-20000.jpg|[https://en.it-processmaps.com/news/iso-20000-2011.html ITIL 2011 and ISO 20000]]]
<small>Wed, 13 June 2012</small>


We renamed the process "IT Architecture Management" to [[IT Architecture Management|Architecture Management]], to allow for the fact that the process is not limited to technical architectures. This process now produces an [[IT Architecture Management#Enterprise-Architecture|Enterprise Architecture (EA)]] and [[IT Architecture Management#Application-Framework|Application Frameworks]]. The changes also concern the process owner of ITIL Architecture Management: The [[Roles within ITIL V3#Enterprise Architect|Enterprise Architect]].
The ITIL&reg; - ISO 20000 Bridge has been brought in line with the latest version of [[ISO 20000|ISO 20000:2011]]. It is now available as an add-on to the ITIL&reg; Process Map.


<p>&nbsp;</p>
The new version of the ITIL&reg; - 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.


====<span id="2011-08-09">ITIL Disciplines with new Overview Diagrams</span>====
&#8594; <html><a href="https://en.it-processmaps.com/news/iso-20000-2011.html" rel="standout">Details ...</a></html>
[[Image:Itil-service-design.jpg|thumb|70px|right|none|alt=ITIL Service Design|[[ITIL V3 Service Design|ITIL Service Design]]]]


<small>Thu, 09 August 2011</small>
<br style="clear:both;"/>


We've updated the ITIL disciplines' overview diagrams (images and corresponding .PDF-Files):
==<span id="2012-04-14">Now available: ITIL Process Map 2011</span>==


* [[Media:Itil-service-strategy.jpg|ITIL Service Strategy (.JPG)]]
[[Image:Thumb poster itil-process-map-v3.jpg|thumb|120px|right|none|alt=ITIL Process Map 2011|link=https://wiki.en.it-processmaps.com/index.php/File:Thumb_poster_itil-process-map-v3.jpg|[https://en.it-processmaps.com/news/itil-process-map-2011.html ITIL Process Map 2011]]]
* [[Media:Itil-service-design.jpg|ITIL Service Design (.JPG)]]
* [[Media:Service-transition.jpg|ITIL Service Transition (.JPG)]]
<small>Sat, 14 April 2012</small>
* [[Media:Service-operation.jpg|ITIL Service Operation (.JPG)]]
* [[Media:Itil-csi.jpg|ITIL CSI (.JPG)]]


<p>&nbsp;</p>
<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>


====<span id="2011-06-21">A new Contributor to the ITIL Wiki</span>====
<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&reg;</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>&trade;, <a href="https://en.it-processmaps.com/news/itil-solution-igrafx-2011.html" title="ITIL Process Map for iGrafx">iGrafx&reg; Flowcharter / iGrafx Process</a>, and Primero.</p>
[[Image:Wiki-ITIL-V3.jpg|thumb|70px|right|none|alt=ITIL Wiki|[[Main Page|ITIL Wiki]]]]


<small>Tue, 21 June 2011</small>
<p>&#8594; <html><a href="https://en.it-processmaps.com/news/itil-process-map-2011.html" rel="standout">Details ...</a></p></html>


We are happy to welcome Trevor Lea-Cox of Lea-Cox & Associates as a new contributor to our [[Main Page|IT Process Wiki]]. Lea-Cox & Associates is an experienced consulting company in the areas of Service Management (ITIL, ISO 20000) and Business Service Design. Trevor is our development partner for the ITIL reference process model for IBM&reg; Rational&reg; System Architect&reg;.
<br style="clear:both;"/>


__NOTOC__
__NOTOC__


<html>By:&#160;&#160;Andrea Kempter&#160;<a rel="author" href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Andrea Kempter | Profile on LinkedIn" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</html>


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[[Category:ITIL Wiki News|!]][[Category:ITIL V3]][[Category:ITIL 2011]]
[[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

ITIL Wiki News
ITIL Wiki News


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

Ticket Volume Podcast on YaSM with Matt Beran and Stefan Kempter
Ticket Volume Podcast with Matt Beran and Stefan Kempter

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

ITIL V3 service lifecycle processes vs. 34 ITIL 4 management practices
ITIL 4 process templates

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

IT Process Wiki - the ITIL Wiki: Free resources about the IT Infrastructure Library ITIL and ISO 20000.
IT Process Wiki - the ITIL 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

Video: ITIL 4 Process Templates. In this short video Stefan Kempter explains how we can provide reference processes and process templates for ITIL 4.
Video: ITIL Process Map for ITIL 4

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

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.
Video: YaSM and ISO 20000:2018

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

Video: What is a service management office (SMO), and how to operate an SMO with Microsoft Teams?
YaSM video: Service Mgmt. Office with MS Teams

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

What is new in ITIL 4, published in Q1/2019? FAQs: The new ITIL of ITIL 4 ('ITIL V4').
ITIL® 4 FAQ

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.

→ ITIL 4 FAQs


7rd anniversary of the YaSM Service Management Wiki

YaSM Wiki - The Enterprise Service Management Wiki. A simpler framework for managing services, based on established best practices.
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

ITIL Service Portfolio Template
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

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.
Watch the ITIL webinar!

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

ITIL Capacity Plan Template
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

Free ITIL templates, document templates and checklists
ITIL 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'?

YaSM article: Is YaSM 'ITIL lite' or 'lean ITIL'?
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)

ITIL key performance indicators (ITIL KPIs)
ITIL 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

What is new in ITIL 4, scheduled for release in Q1/2019? FAQs: The new ITIL edition 4.
ITIL® 4 FAQ

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.

→ Learn more about ITIL 4


YaSM Service Management | New video: Introduction to YaSM

Video: What is YaSM? Introduction to YaSM service management by Stefan Kempter.
Watch the video: What is 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

What is new in ITIL 4, scheduled for release in Q1/2019? FAQs: The new ITIL edition 4.
The latest edition of ITIL® 4

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 new in ITIL 4?

→ What's the difference between ITIL 4 and ITIL V3?


The new version of ISO 20000:2018 is here

The new edition of ISO/IEC 20000 - ISO 20000:2018
New version: ISO 20000:2018

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:

→ ISO 20000:2018

→ Difference in detail: Changes between ISO 20000:2018 and the previous 2011 version.


YaSM Service Management | Video: How customer-centricity works

YaSM video: Managing customer relationships based on the YaSM framework.
Watch the video: The customer is king

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

ITIL Configuration Management System (CMS)/ Configuration Management Database (CMDB)
Checklist CMS/ CMDB

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

Underpinning Contract UC ITIL
Checklist Underpinning Contract

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

Request for Change RFC ITIL
Checklist Request for Change

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

YaSM video: Don't leave customer support to luck. Service support and incident management.
Watch the 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?

Enterprise Service Management and YaSM
What is Enterprise-Service-Management (ESM)?

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

Video: ITIL responsibility assignment matrix
Watch the video!

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

YaSM videos: Einfachen Regeln zum Managen von Services
YaSM videos

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)


Video | The ITIL Process Map and SharePoint

Video: How you can use the ITIL process model for Visio in combination with SharePoint
Watch the video!

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

Project management basics - definition. roles, project stages and project templates
Project management basics

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

The ITIL Process Map is now ready for Microsoft Visio 2016.
ITIL Visio Add-In

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

Video: ITIL responsibility assignment matrix
Watch the video!

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

ITIL Process Map for MS Visio
ITIL Process Map for Visio

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

Preview: Infographic ITIL (Arabic)
ITIL Infographic - Arabic

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?

YaSM article: YaSM - an alternative to ITIL?
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

YaSM article - Launch of the free YaSM Service Management Wiki
YaSM Wiki Launch

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

ITIL and ISO 20000
ITIL 2011 and ISO 20000

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.

→ Details ...


Now available: ITIL Process Map 2011

ITIL Process Map 2011
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.

→ Details ...



By:  Andrea Kempter , IT Process Maps.

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