YASM model and ITIL

by Maya G

Yasm(yet another service model) is an internationally recognized IT service management framework, which recognizes the importance of centralizing best practices to improve customer satisfaction. It also focuses on developing a clear understanding of the business needs and strategy to align IT services. Simultaneously, ITSM is a set of services that helps you manage your IT infrastructure and keep it running smoothly. It also includes guidelines for using the YASM model, which provides a way to categorize and organize your assets in an IT environment.

yasm, Service Management Processes, yasm Model

The Yasm includes different kinds of service management processes:

  • Set up and maintain service management system- The process is responsible for designing, maintaining, and continuously improving the service provider's processes. It also provides a set of rules and guidelines direct the actions of the service provider.
  • Maintain service portfolio- The yasm process is responsible for maintaining changes made to the service portfolio, ensuring the information in the service portfolio accurately represents the services provided by the service provider.
  • Customer relationship management - This is achieved by gathering customer feedbacks, through meetings and surveys. The insights gathered can serve as a base for service management processes like
ITSM, ITSM templates toolkit
    1. Introduction of new services or upgrading the existing ones.
    2. Identifying backdrops and suggesting approaches to improve services.
    • Managing configuration information- This process ensures data is updated and available for all kinds of service management processes. Once the configuration management system is configured, all the updates and configuration information records will be updated in the configuration management system. Configuration information is essential to know the types and versions of infrastructure items that need to be installed and resolve incidents.
    • Ensure compliance- Many companies are subjected to various compliance risks like lawsuits, data security, etc. If you need to ensure compliance, you need to fulfill the compliance requirements or find approaches to dealing with those requirements. All the compliance requirements are managed in a compliance register. When the compliance manager detects any controls or mechanism that requires updates, it is the responsibility of process owners to create those mechanisms as an aspect of process implementation.
      ITSM4 Management Practices, ITSM4 Management

        Difference between ITSM4 and YASM 



        The initial stage of ITSM describes the key concepts of service management

        YASM is based on these concepts guides the organization in implementing them to their service management processes

        ITSM defines four dimensions that help clients achieve their desired outcomes. These are.

        · Organization and people

        ·  Information and technology

        ·  Partners and suppliers

        ·  Value streams and processes

        YASM is designed to consider and improve these dimensions

          The ITSM model describes a structured approach to identify and implement improvement at various levels of the organization.

         Yasm model applies the service improvement process across all organizational levels.

        The governance part of ITSM directs and controls the organization

        The Yasm process covers steps involved in governance like establishing policies, monitoring performance, and reviewing policies.


        ITSM4 service management practices and YASM processes


        Availability management

          Availability requirements are determined during the service design process. Therefore, the services are designed keeping in mind the availability management.

          Yasm does not have a specific availability management process. Instead, service availability is considered part of the service lifecycle of the service management process.


        Capacity management

        Capacity requirements are considered while designing services. The operating process will measure the capacity levels, which allows the improvement to take place if capacity is levels are adjusted.

          Yasm does not contain a specific capacity management process but considers it an aspect to be managed during the service management lifecycle


        IT Asset management

        The key aspects of IT asset management in ITSM4 are described as: maintenance, recording changes, and sharing updated information about IT assets.

          Yasm does not give a detailed description of IT asset management

        Yasm and ISO2000

        ISO 20000 is an international standard that focuses on managing IT service management to improve customer satisfaction, increase customer loyalty and reduce the cost of delivering IT services. The ISO 20000 requirements are broad-ranging and cover all aspects of IT service management from planning through design, delivery, and continual improvement. Yasm fulfills the requirement of ISO2000 by providing straightforward solutions which help in obtaining ISO2000 certification.      

        • Context of organization- One of the most essential principles of Yasm is that services should be aligned with the requirements of ISO20000. The service management policy consists of a list of factors affecting the functionality of the organization and the approaches for addressing these factors. Yasm also provides rules or guidelines that direct the actions of the service provider.
        • Service Strategy- Yasm’s service strategy process takes access to the service provider’s scope of services and the requirements of current or future clients. After evaluating, the service provider creates service strategies and objectives. A fine example would be the ability to provide new services, including infrastructures, to support the services to a target group of customers.
        • Planning- The service management processes ensure the planning activities align with the service management plan. Planning is done for several levels like: strategic level, service level, project execution level. Results are evaluated through strategic reviews, service, and project reviews.
        • Support- Resources are determined and gathered during the planning process for executing and upgrading the services. This ensures the smooth functioning of service management without disrupting the services provided to clients. Additional skills required are management by human resources and documented in skills inventory. The awareness of service management policies is spread through various communication platforms.
        • Operation – The processes of achieving service management objectives are documented in the process model. The change management process will control any changes to the service process, and the supplier management process will manage services that require outsourcing.

        ITSM, ITSM templates toolkit