5 min. read



Comes from

YaSM is not a standard, you can adapt it to your needs

Combine it with other processes
ISO 20000

Enterprise Service Management (ESM) is an approach for providing value to customers in the form of services.

Strategy -> Design -> Implementation -> Operation -> Improvement -> Strategy

Assess current service offerings
Define longer-term strategy
Define expected service outcomes
Develop approach for service implementation
Implement the services
Acquire, develop and test all required service components
Handle issues and service requests
Perform routine tasks
Monitor service quality
Assess the services
Identify and implement service improvements

Long-term success through:
Efficient and effective processes
Improved customer satisfaction

Service lifecycle processes
LP1: Set the strategic direction
Process objective: To decide on a strategy to serve customers. Starting from an assessment of customer needs and the market place, the strategic process determines which services the organization is to offer and what capabilities are required

Process Document
LP2: Design new or changed services
Process objective: To define the expected outcomes and required properties of a new or changed service, to determine the infrastructure and other capabilities which are needed to provide the service, and to develop the approach for its implementation.

Process Document
LP3: Build new or changed services
Process objective: To build and deploy new or significantly changed services. This includes the coordination of development, acquisition and testing of all required service components.

Process Document
LP4: Operate the services
Process objective: To ensure the services are delivered effectively and efficiently, in line with the contractual commitments. This includes fulfilling service requests, resolving incidents and problems, as well as carrying out routine operational tasks.

Process Document
LP5: Improve the services
Process objective: To continually check if the services deliver the required outcomes and to identify potentials for improvement in the way the services are being produced.

Process Document
Supporting service management processes
SP1: Set up and maintain the service management system
Process objective: To establish, operate and continually improve the service management system (SMS). In particular, this process is responsible for managing the service management policies and processes as key components of the SMS.
SP2: Maintain the service portfolio
Process objective: To ensure the service portfolio contains consistent and up-to-date information on the services managed by the service provider. This is mainly achieved by controlling changes to the service portfolio and service definitions, as well as performing regular service portfolio reviews.
SP3: Manage customer relationships
Process objective: To maintain a positive relationship with the customers. In particular, the customer relationship management process identifies potential new customers and ensures that regular feedback is obtained from existing customers through customer meetings and surveys. This process is also responsible for signing customer service agreements with the service provider’s customers.
SP4: Manage configuration information
Process objective: To maintain information about configuration items required to deliver the services, including their relationships.
SP5: Assess and coordinate changes
Process objective: To control the lifecycle of all changes. The primary concern of the change assessment process is to enable beneficial changes to be made, with minimum disruption to services.
SP6: Manage projects
Process objective: To plan and coordinate the resources to complete a project within time, cost and scope.
SP7: Ensure security
Process objective: To ensure the security of the service provider’s range of services, and to align the security needs of the service provider with those of its customers. This includes ensuring that systems and data are protected from intrusion and only accessed by authorized parties.
SP8: Prepare for disaster events
Process objective: To ensure that the service provider can provide minimum agreed service levels in the case of events considered disasters. This is achieved primarily by implementing mechanisms to prevent disasters from happening, and by establishing continuity plans and arrangements for the recovery of services once a disaster event has occurred.
SP9: Ensure compliance
Process objective: To ensure that services, processes and systems comply with relevant legal requirements, standards, enterprise policies etc
SP10: Manage human resources
Process objective: To provide the skills and levels of staff required by the service provider to achieve its objectives.
SP11: Manage suppliers
Process objective: To ensure that all agreements with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.
SP12: Manage service financials
Process objective: To manage the service provider’s budgeting, accounting and charging requirements.