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YaSM® - Yet another Service Management Model by Mind Map: YaSM® - Yet another Service Management Model
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YaSM® - Yet another Service Management Model

YaSM® Process Map

The core of the YaSM model is a set of process diagrams in 3 levels of detail:

Platform-specific pages about the YaSM® Process Map

Official Wiki

Official website

YaSM® data object model

The YaSM® data model presents the key relationships between the YaSM® data objects - the various documents and records which are produced by the YaSM® processes.

The YaSM process model (the "YaSM® Process Map") includes the YaSM data object model.

Download: YaSM® Data Object Model

YaSM® roles (35)

Roles are used in YaSM® to illustrate the responsibilities for whole YaSM® service management processes or single process activities.

YaSM® RACI Matrix

1st level support

2nd level support

Application / System developer

Change advisory board (CAB)

Change manager

Change owner

Compliance manager

Configuration manager


Customer relationship manager

Emergency change advisory board (ECAB)

Financial manager

Human resources manager

Incident manager

Major incident team

Operations manager


Problem manager

Process owner

Project board

Project manager

Project owner

Security manager

Service continuity manager

Service design manager

Service implementation manager

Service improvement manager

Service owner

Service portfolio manager

Service request fulfillment group

Service strategy manager

SMS manager

Steering group

Supplier manager

Technical domain expert

Test manager

YaSM® service lifecycle processes (LP) (5)

YaSM's service lifecycle processes are directly concerned with managing the service provider's range of services across their lifecycle.

LP1: Set the strategic direction

LP2: Design new or changed services

LP3: Build new or changed services

LP4: Operate the services

LP5: Improve the services

YaSM® supporting service management processes (SP) (12)

YaSM's supporting service management processes provide various kinds of support to the service lifecycle processes.

SP1: Set up and maintain the service management system

SP2: Maintain the service portfolio

SP3: Manage customer relationships

SP4: Manage configuration information

SP5: Assess and coordinate changes

SP6: Manage projects

SP7: Ensure security

SP8: Prepare for disaster events

SP9: Ensure compliance

SP10: Manage human resources

SP11: Manage suppliers

SP12: Manage service financials

This freeware, non-commercial mind map (aligned with the newest version of YaSM®) was carefully hand crafted with passion and love for learning and constant improvement as well for promotion the YaSM® framework and as a learning tool for people wanting to know more about YaSM® model and framework. (please share, like and give feedback - your feedback and comments are my main motivation for further elaboration. THX!)

Questions / issues / errors? What do you think about my work? Your comments are highly appreciated. Please don't hesitate to contact me for :-) Mirosław Dąbrowski, Poland/Warsaw.

YaSM® - a streamlined process framework for service management (not just IT Service Management like ITIL®). YaSM® was created from scratch to give it a clear and easily understood structure, so that YaSM® can be used by everyone in the business of providing services. But the concepts applied in YaSM® are not entirely new, since YaSM® is based on established service management best practice.

Apparent need for simpler and more lean approach to service management sparked the creation of YaSM® framework.

YaSM® was not developed as an "alternative" to ITIL®.

YaSM® is an independent framework and is not officially endorsed by the owners of ITIL.

The basic idea behind YaSM® is to provide a simpler framework for managing services, based on established best practices.