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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.


<p>&nbsp;</p>
&#8594; Start the video: [https://yasm.com/en/videos/service-management-office-microsoft-teams-yasm Service Management Office with Microsoft&reg; Teams and YaSM]
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====<span id="2013-04-08">How to implement ITIL -- ITIL Self Assessment</span>====
==ITIL 4 FAQs==


[[Image:Thumb-itil-project-course.jpg|thumb|70px|right|none|alt=ITIL Self Assessment Catalogue|[[ITIL Implementation - ITIL Assessment|ITIL Self Assessment]]]]
[[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>Mon, 08 April 2013</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.
 
&#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]]]


An analysis of the current situation should precede any process reorganization; this will make it possible to decide which current processes may be left unchanged and where, on the other hand, there is an especially urgent need for action.
<small>Mon, 07 August 2021</small>


&#8594; [[ITIL Implementation - ITIL Assessment|Implementing ITIL: Analysis of As-Is Processes - ITIL Self Assessment]]
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.


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


====<span id="2013-03-21">How to implement ITIL -- Selection of ITIL Roles</span>====
==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]]]]
[[Image:Thumb-itil-project-course.jpg|thumb|70px|right|none|alt=Selection of ITIL roles|[[ITIL Implementation - ITIL Roles|Selection of ITIL Roles]]]]


<small>Thu, 21 March 2013</small>
<small>Thu, 10 June 2021</small>
At the beginning of any ITIL or ISO 20000 initiative it is important to nominate the individuals who will be in charge of running the new ITIL processes. This means it must be determined which "ITIL roles" are necessary and to whom those roles are assigned:
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; [[ITIL Implementation - ITIL Roles|Implementing ITIL: Selection of ITIL Roles and Role Owners]]
&#8594; These are the most important [[Checklist Service Portfolio#Service Portfolio - Contents|contents of a Service Portfolio]].


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


====<span id="2013-03-16">How to implement ITIL -- Definition of the IT Service Structure </span>====
==<span id="2021-04-02">Free Webinar | ITIL and the ITIL Process Map</span>==


[[Image:Thumb-itil-project-course.jpg|thumb|70px|right|none|alt=ITIL Service Structure|[[ITIL Implementation - IT Service Structure|Creating the IT Service Structure]]]]
<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>Sat, 16 March 2013</small>
<small>Fri, 02 April 2021</small>


Any ITIL initiative should start by looking at services. After all, the whole idea behind introducing ITIL is to achieve a stronger focus on services.  
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]!


The best way to get a clear picture on IT services is to develop a service structure, comprising both business and supporting services.
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; [[ITIL Implementation - IT Service Structure|Implementing ITIL: Definition of the IT Service Structure]]
&#8594; [https://demo.it-processmaps.com/webinars/itil-process-map.html Webinar: ITIL and the ITIL Process Map]


<p>&nbsp;</p>
&#8594; or [https://youtu.be/j8n1bRbsdwQ watch it on YouTube]
 
<br style="clear:both;"/>


====<span id="2013-03-06">ITIL Process Map also for MS Visio&trade; 2013</span>====
==<span id="2020-05-19">Checklist Capacity Plan</span>==


[[Image:Thumb_poster_itil-process-map-v3.jpg|thumb|70px|right|none|alt=ITIL Process Map for MS Visio 2013|[https://en.it-processmaps.com/news/itil-visio-2013.html ITIL and Visio 2013]]]
[[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>Wed, 06 March 2013</small>
<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.
 
&#8594; You'll find the detailed checklist [[Checklist Capacity Plan#Overview|here]]!
 
<br style="clear:both;"/>
 
==<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]]]]


As you may have noticed, Microsoft has recently published the latest edition of Visio&trade; 2013. The ITIL Process Map 2011 Edition can be used with this new version of Visio&trade;.
<small>Sun, 16 February 2020</small>


The Visio&trade; add-in included in the ITIL Process Map (the "[https://en.it-processmaps.com/products/visio-excel-repository.html ITIL Repository Feature]") had to be updated to be compatible with Visio&trade; 2013.
The most sought-after [[ITIL-Checklists|ITIL templates]] are available for you in the IT Process Wiki.


If you are an existing customer, you may receive the latest version of the ITIL Visio&trade; add-in, including an updated user manual, free of charge.
These ready-to-use templates and checklists are also a good starting point for designing [[ITIL 4]] compliant documents and records.


&#8594; <html><a href="https://en.it-processmaps.com/news/itil-visio-2013.html">Details: ITIL Visio add-in for MS Visio&trade; 2013 | Recommendations and free update</a></html>
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]]
 
<br style="clear:both;"/>


====<span id="2013-03-01">How to implement ITIL -- Project Preparation</span>====
==<span id="2020-01-21">Is YaSM 'ITIL lite' or 'lean ITIL'?</span>==


[[Image:Thumb-itil-project-course.jpg|thumb|70px|right|none|alt=ITIL Project Preparation|[[ITIL Implementation - Project Preparation|ITIL project preparation]]]]
[[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>Fri, 01 March 2013</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&reg;.
 
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!
 
Read it now:


We are often asked what is important when setting up and carrying out ITIL implementation projects.
&#8594; [https://yasm.com/wiki/en/index.php/ITIL_Lite_and_YaSM Is YaSM 'ITIL lite' or 'lean ITIL'?]


In our view, organizations that wish to implement ITIL should put a few prererequisites in place right at the beginning, to ensure that the ITIL principles are adopted in the long term.
<br style="clear:both;"/>


&#8594; [[ITIL Implementation - Project Preparation|Implementing ITIL: Project Preparation]]
==<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]]]]


<p>&nbsp;</p>
<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.
 
&#8594; Details: [[ITIL Key Performance Indicators]]
 
<br style="clear:both;"/>


====<span id="2013-02-18">ITIL Template "Service Review Report"</span>====
==<span id="2019-03-05">The new edition of ITIL 4</span>==


[[Image:Thumb-itil-template.jpg|thumb|70px|right|none|alt=Service Review Template|[[Checklist Service Review Report|Service Review template]]]]
[[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>Mon, 18 February 2013</small>
<small>Tue, 05 March 2019</small>


The Service Review Report is a document containing the results and findings from a [[Service Review]]. The report is an important input for the definition of CSI initiatives.  
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.


&#8594; These are the typical [[Checklist Service Review Report|contents of a Service Review Report]]: ...
&#8594; [[ITIL_4|Learn more about ITIL 4]]


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


====<span id="2013-02-07">IT Process Maps is now on Pinterest</span>====
==<span id="2019-03-04">YaSM Service Management | New video: Introduction to YaSM</span>==


[[Image:Pinterest-logo.jpg|thumb|70px|right|none|alt=Pinterest logo|]]
<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>Thu, 07 February 2013</small>
<small>Mon, 04 March 2019</small>


We are now present on yet another social media platform: Pinterest is a social site that allows users to create virtual scrapbooks of their interests and likes. We've already created a few ITIL, IT Service Management and ISO 20000 boards for you to check out!
<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>


Take a look and visit us at: [http://pinterest.com/itprocessmaps/ IT Process Maps on Pinterest].
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.


<p>&nbsp;</p>
&#8594; Start the video: [https://yasm.com/en/videos/introduction-yasm What is YaSM?]
 
<br style="clear:both;"/>
 
==<span id="2018-11-16">ITIL 4: The 2019 ITIL update</span>==


====<span id="2013-01-28">ITSM Events: Public Calendar</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]]]]
<small>Fri, 16 November 2018</small>


[[Image:ITSM-2013.jpg|thumb|70px|right|none|alt=IT Service Management 2013|[[Service Management Events|ITSM Calendar]]]]
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:


<small>Mon, 28 January 2013</small>
&#8594; [[ITIL_4#Objectives|What are the objectives of ITIL 4?]]


Don't miss any ITSM event or conference: This public calendar shows the most important IT service management events world-wide. You can even subscribe with Google Calendar or access the calendar from your mobile phone.  
&#8594; [[ITIL_4#What.27s_new_in_ITIL_4.3F|What's new in ITIL 4?]]


&#8594; Details: [[Service Management Events|Service Management Events 2013]]
&#8594; [[ITIL_4#ITIL_4_and_ITIL_V3:_What.27s_the_difference.3F|What's the difference between ITIL 4 and ITIL V3?]]


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


====<span id="2013-01-22">ITIL Functions and Processes - the Differences and Similarities</span>====
==<span id="2018-09-19">The new version of ISO 20000:2018 is here</span>==


[[Image:Itil-functions.jpg|thumb|70px|right|none|alt=ITIL Functions and Processes|[[ITIL Functions|ITIL Functions & Processes]]]]
<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>


<small>Tue, 22 January 2013</small>
Are you familiar with the similarities and differences between ISO 20000:2018 and ISO 20000:2011?


In various parts of the books, ITIL refers to "Functions" rather than "Processes". For instance, Incident Management is introduced as a process and Facilities Management as a function. So, what is the difference?
ISO/IEC 20000:2018 (Part 1) is a completely revised version of the international service management standard, ISO/IEC 20000:2011.  


&#8594; Details: [[ITIL Functions|ITIL Functions and Processes]]
Check out this detailed comparison in the YaSM Service Management Wiki:


<p>&nbsp;</p>
&#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].


====<span id="2013-01-13">ITIL 2011 Templates and Checklists</span>====
<br style="clear:both;"/>


[[Image:Templates-itil-2011.jpg|thumb|70px|right|none|alt=ITIL Templates and Checklists|[[ITIL-Checklists|ITIL Templates]]]]
==<span id="2018-04-09">YaSM Service Management | Video: How customer-centricity works</span>==


<small>Sun, 13 January 2013</small>
<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>


The most sought-after [[ITIL-Checklists|ITIL templates]] are available for you here in our ITIL Wiki. These ready-to-use templates and checklists are also a good starting point for designing ISO 20000 compliant documents and records.
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'.


As part of the ITIL Process Map, the "ITIL 2011 templates" were officially reviewed by APM Group to verify their alignment with the principles of Cabinet Office best practice guidance. They are thus officially ITIL&reg; licensed.  
In the first video, we explain how customer-centricity works, and how the YaSM approach helps you with becoming customer-centric.


&#8594; Details: The most sought-after [[ITIL-Checklists#ITIL 2011 Templates|ITIL 2011 Templates]]
&#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="2012-12-29">2012 ITIL Year in Review</span>====
==<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]]]]


[[Image:Itil-2012.jpg|thumb|70px|right|none|alt=ITIL 2012|[https://en.it-processmaps.com/news/2012-itil-year-in-review-itil-2011.html 2012 ITIL Year in Review]]]
<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.  


<small>Sun, 29 December 2012</small>
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.


For us at IT Process Maps, the new [[ITIL 2011|ITIL version 2011]] was the most important topic in 2012. A lot has happened during the last 12 months...
&#8594; A free CMS/ CMDB template [[Checklist_CMS_CMDB|free CMS/ CMDB template]] is available in our wiki!


In our "Review of the Year 2012" you will find a summary of the most important news on ITIL 2011.
<br style="clear:both;"/>


<html>
==<span id="2017-11-13">Free template for Underpinning Contracts</span>==
&#8594; Details: <a href="https://en.it-processmaps.com/news/2012-itil-year-in-review-itil-2011.html" title="IT Process Maps: The most important News on ITIL 2011 in 2012">2012 ITIL Year in Review</a>
[[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]]]]
</html>


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


====<span id="2012-12-16">The ITIL Glossary with the most important ITIL 2011 Glossary Terms</span>====
&#8594; The [[Checklist_Underpinning_Contract_(UC)#Underpinning_Contract_-_Contents|Underpinning Contract template]] summarizes the most important contents of an UC.


[[Image:Thumb-glossary-itil.jpg|thumb|70px|right|none|alt=Glossary ITIL|[[ITIL Glossary]]]]
<br style="clear:both;"/>


<small>Sun, 16 December 2012</small>
==<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 navigable [[ITIL Glossary]] provides you with definitions for the most important and commonly used ITIL glossary terms and acronyms. Related contents of the ITIL Wiki, like ITIL process descriptions, role definitions and ITIL checklists can be reached via links.
<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.


The ITIL Glossary was created as part of the IT Process Wiki. It is online since 2007 and continuously updated. Currently it includes approximately 350 entries from the ITIL V3/ ITIL 2011 edition.
&#8594; Check out the [[Checklist Request for Change RFC#change-request-contents|full RFC template]]!


&#8594; Details: [[ITIL Glossary|ITIL 2011 Glossary Terms and Acronyms]]
<br style="clear:both;"/>


<p>&nbsp;</p>
==<span id="2017-06-22">YaSM Service Management | Video: Don't leave customer support to luck</span>==


====<span id="2012-12-09">Free Project Management Templates and Checklists</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>Thu, 22 June 2017</small>


[[Image:Project-management-templates.jpg|thumb|70px|right|none|alt=Project Management Templates and Checklists|[[Project Management - Templates, Checklists and Tips|Free Project Management Templates]]]]
Service providers need a consistent, professional approach to managing incidents and service requests, because bad customer support drives away customers!


<small>Sun, 09 December 2011</small>
So, it's not surprising that there is a strong emphasis on support processes in all service management frameworks and standards.


Essential also for your ITIL project: [[Project Management - Templates, Checklists and Tips|Basic knowledge, checklists and tips for Project Management]].
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.


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. 
&#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="2012-11-24">Change Management in ITIL 2011</span>====
==<span id="2017-06-07">What is Enterprise Service Management?</span>==


[[Image:Change-management-itil.jpg|thumb|70px|right|none|alt=ITIL Change Management|[[Change Management|Change Management, ITIL 2011]]]]
<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>Sat, 24 November 2011</small>
<small>Wed, 07 June 2017</small>


[[Change Management]], with its ten sub-processes, is still one of the most complex processes in ITIL.
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.


A new sub-process "Assessment of Change Proposals" has been added in ITIL 2011. Change Proposals are typically submitted by Service Portfolio Management. The purpose of the assessment is to identify possible issues prior to the start of Service Design activities.
Head over to our YaSM Service Management Wiki to learn more about ESM and how enterprise service management evolved out of ITSM:


Major changes need to be evaluated prior to their authorization. Change Management now submits major Changes to the Change Evaluation process for a formal assessment. Once a Change is authorized and scheduled, detailed planning and deployment are handled by the Transition Planning and Support and Release Management processes.
&#8594; [https://yasm.com/wiki/en/index.php/Enterprise_Service_Management_(ESM)_and_YaSM What is Enterprise Service Management?]


Low-risk and well understood Minor Changes are typically implemented without the involvement of Release Management.
<br style="clear:both;"/>


<p>&nbsp;</p>
==<span id="2016-09-12">Video | The ITIL RACI Matrix</span>==


====<span id="2012-11-14">KPIs according to ITIL 2011</span>====
[[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!]]]
[[Image:ITIL-KPIs.jpg|thumb|70px|right|none|alt=ITIL 2011 KPIs ITIL|[[ITIL Key Performance Indicators|KPIs ITIL 2011]]]]
<small>Mon, 12 September 2016</small>
 
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.
 
&#8594; Watch the [https://demo.it-processmaps.com/raci_en/itil-raci-matrix.html video: ITIL RACI Matrix]
 
<br style="clear:both;"/>
 
==<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]]]
<small>Wed, 14 November 2012</small>
<small>Sun, 19 June 2016</small>
 
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.
 
&#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)]
 
<br style="clear:both;"/>
 
==<span id="2016-04-19">Video | The ITIL Process Map and SharePoint</span>==
 
[[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!]]]
[[ITIL Key Performance Indicators|ITIL Key Performance Indicators (ITIL KPIs)]] are used to assess if the processes of an IT organization are running according to expectations. The suggested KPIs in our ITIL Wiki comply with the ITIL 2011 recommendations.
<small>Tue, 19 April 2016</small>
 
How to use the ITIL Process Map for Visio for publishing your ITIL processes:
 
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.
 
&#8594; [https://demo.it-processmaps.com/itil-visio-en/itil-visio-sharepoint.html Video: The ITIL Process Map and SharePoint]
 
<br style="clear:both;"/>
 
==<span id="2016-02-19">Free Project Management Templates and Checklists</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]]]]
 
<small>Wed, 19 February 2016</small>
 
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. 
 
&#8594; [[Project Management|Project management basics]]<br />
&#8594; [[Project Management - Templates, Checklists and Tips|Project management - templates, checklists and tips]]
 
<br style="clear:both;"/>
 
==<span id="2016-02-09">Update | ITIL Repository Add-In for Visio 2016</span>==
 
[[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]]]
<p>&nbsp;</p>
<small>Tue, 09 Februar 2016</small>
 
Microsoft has recently published the new version of Visio&reg; 2016.
 
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.
 
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. [...]
 
&#8594; Details: [https://en.it-processmaps.com/news/itil-visio-2016.html ITIL Repository Add-In for Visio 2016]
 
<br style="clear:both;"/>
 
==<span id="2015-12-01">Video | Adapting the ITIL Process Model to your Organization</span>==
 
[[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>
 
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 [https://en.it-processmaps.com/products/visio-excel-repository.html Excel repository] for managing all central object information of the ITIL reference process model.
 
&#8594; Watch the [https://demo.it-processmaps.com/howto_en/using-itil-process-map.html video: Adapting the ITIL Process Map]
 
<br style="clear:both;"/>
 
==<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]]]
 
<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.
 
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.
 
<br style="clear:both;"/>


====<span id="2012-11-09">Best Practices at a Glance</span>====
==<span id="2015-03-23">Infographic now also in Arabic: How to implement ITIL in 10 steps</span>==


[[Image:Ibpi-org.jpg|thumb|70px|right|none|alt=International Best Practice Institute (IBPI)|[http://www.ibpi.org Standards and Frameworks at IBPI.org]]]
[[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>Fri, 09 November 2012</small>
<small>Mon, 23 March 2015</small>


How to get a thorough overview on successful Best Practices being implemented in industry, government and educational institutions?
Check out this Arabized version of our "ITIL Implementation" infographic that breaks the task down into 10 manageable steps.


The [http://www.bbpi.org International Best Practice Institute (IBPI)] provides information and free data on frequently referenced key standards and frameworks on IT management and related domains, such as IT Service Management, IT Governance, Enterprise Architecture, Project Management and Business Process Management. It links to sources of detailed information like guidance, qualification schemes, free whitepapers and templates. In addition, IBPI includes a number of widely used non-proprietary frameworks and certification schemes.
Many thanks to Mohamad Sibai, Saudi Council of Engineers, for the translation!


The IBPI web site is very helpful, as it facilitates research on Best Practices and makes it easy for you to see which standards could be relevant to your organization and how they interrelate.
&#8594; Proceed to: [[ITIL Implementation/ Infographic - Arabic|ITIL Implementation/ Infographic - Arabic version]]


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


====<span id="2012-10-11">The RACI Matrix - a powerful tool for managing responsibilities in ITIL processes</span>====
==<span id="2014-10-29">YaSM - an alternative to ITIL?</span>==


[[Image:Video-itil-raci-matrix.jpg|thumb|70px|right|none|alt=ITIL RACI Matrix|[https://demo.it-processmaps.com/raci_en/itil-raci-matrix.html Start Video: ITIL RACI Matrix]]]
[[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>Thu, 11 October 2012</small>
<small>Wed, 29 October 2014</small>


The ITIL Process Map uses a [https://en.it-processmaps.com/products/itil-raci-matrix.html RASCI matrix] to provide a summary of the ITIL roles and their levels of responsibility in the various ITIL processes.
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?
 
&#8594; [https://yasm.com/wiki/en/index.php/Alternatives_to_ITIL YaSM - an alternative to ITIL?]
 
<br style="clear:both;"/>
 
==<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 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>


RACI matrices are especially useful in clarifying roles and responsibilities in cross-functional processes. RASCI is an extended variant of the commonly known RACI model, which defines the participation of roles in different activities: R - Responsible, A - Accountable, S - Support, C - Consulted and I - Informed.
The YaSM Wiki provides a complete overview of service management according to YaSM&reg;.


Our video is based on the Visio version of the ITIL Process Map where the RACI matrix comes in the form of an Excel table. This makes it easy to adapt the matrix to the specific needs of the organization.
The wiki is the ideal starting point if you would like to learn more about YaSM and service management in general.


&#8594; <html><a href="https://demo.it-processmaps.com/raci_en/itil-raci-matrix.html">Start Video [2:12 min]</a></html>
&#8594; Read it now:  [https://yasm.com/en/news/free-service-management-resources Launch of the free YaSM Wiki]


<p>&nbsp;</p>
&#8594; Proceed to the YaSM Service Management Wiki:  [https://yasm.com/wiki/en/index.php/Main_Page YaSM Wiki main page]


====[...]====
<br style="clear:both;"/>


====<span id="2012-06-13">New: A Bridge between ITIL 2011 and the ISO 20000:2011 Standard</span>====
==<span id="2012-06-13">New: A Bridge between ITIL 2011 and the ISO 20000:2011 Standard</span>==


[[Image:Iso-20000.jpg|thumb|70px|right|none|alt=ITIL and ISO 20000|[https://en.it-processmaps.com/news/iso-20000-2011.html ITIL 2011 and ISO 20000]]]
[[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>
<small>Wed, 13 June 2012</small>
Line 253: Line 518:
&#8594; <html><a href="https://en.it-processmaps.com/news/iso-20000-2011.html" rel="standout">Details ...</a></html>
&#8594; <html><a href="https://en.it-processmaps.com/news/iso-20000-2011.html" rel="standout">Details ...</a></html>


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


====<span id="2012-04-14">Now available: ITIL Process Map 2011</span>====
==<span id="2012-04-14">Now available: ITIL Process Map 2011</span>==


[[Image:Thumb poster itil-process-map-v3.jpg|thumb|70px|right|none|alt=ITIL Process Map 2011|[https://en.it-processmaps.com/news/itil-process-map-2011.html ITIL Process Map 2011]]]
[[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]]]
<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. &#8594; <html><a href="https://en.it-processmaps.com/news/itil-process-map-2011.html" rel="standout">Details ...</a></html>
<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>&nbsp;</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&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>


====<span id="2012-01-19">IT Process Maps on Google Plus</span>====
<p>&#8594; <html><a href="https://en.it-processmaps.com/news/itil-process-map-2011.html" rel="standout">Details ...</a></p></html>


[[Image:Google-plus-logo.png|thumb|70px|right|none|alt=Google Plus logo|]]
<br style="clear:both;"/>
<small>Thu, 19 January 2012</small>
 
IT Process Maps is now on Google+, where we'll keep you updated about new posts and any other news relevant to ITIL, ISO 20000, ITIL process management and the latest news on our ITIL Wiki.
 
Please add us to your circles: [https://plus.google.com/115458311115349334941 IT Process Maps on Google+].
 
<p>&nbsp;</p>


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<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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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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