Screen shots YaSM® Process Map
The YaSM® Process Map for the ARIS Process Platform™ – Examples and overview of contents
The YaSM® Process Map
for the ARIS Process Platform™
Examples and overv iew of contents
The YaSM® Process Map for ARIS™ © 2020 IT Process Maps GbR | yasm.com 2
Contents
For more information on the YaSM® Process
Map please visit yasm.com.
YaSM processes Page 3
Overview and EPC diagrams in three levels of detail
Page 3
Process structure Page 7
YaSM documents and records
(“YaSM data objects”)
Page 11
Overview of the YaSM data objects Page 12
YaSM data object model Page 13
Object lifecycle diagrams Page 14
YaSM checklists/ document templates Page 15
RACI matrix Page 16
The YaSM® Process Map for ARIS™ © 2020 IT Process Maps GbR | yasm.com 3
The YaSM® Process Map: Process diagrams in three levels of detail
The core of the YaSM® Process Map is a set
of process diagrams in three levels of detai l
• The top-level diagram (level 1) presents an
overview of the YaSM processes.
• 19 overview diagrams on detail level 2
show for each YaSM main process how it is
related to the other main processes and
what sub-processes it contains.
• On detail level 3, 105 EPC (event-driven
process chain) diagrams provide a detailed
account of the process activities and the
process interfaces.
• Hyperlinks (in ARIS™ referred to as “assign-
ments”) make it easy to navigate in the
process model: Going down to a more
detailed view or moving up to a higher-
level diagram takes only a mouse-click.
The following pages contain vector graphics -
to see the process models in detail use your
PDF viewer's zoom function.
Level 1:
Overview of YaSM service management processes
Level 2:
YaSM main processes
Level 3:
YaSM sub-processes (EPC models)
The YaSM® Process Map for ARIS™ © 2020 IT Process Maps GbR | yasm.com 4
Operate the services
Build new orchanged services
Improve the services
Set the strategicdirection
Design new orchanged services
Service review report(completed)
Service definition(drafted)
Service implmnt.blueprint (completed)
Strategic plan (updated)
Service improvementplan - SIP (updated)
Service operationmanual (drafted)
Assess andcoordinate changes
Ensure security
Prepare for disasterevents
Manage humanresources
Manage configurationinformation
Manage customerrelationships
Maintain the serviceportfolio
Manage servicefinancials
Manage suppliers
Manage projects
Ensure compliance
CI record (verified)
Service quality report(completed)
Set up and maintainthe service
management system
Overview: YaSM service management processes
© IT Process Maps GbR
Service managementpolicies (authorized)
Process model(updated)
Service portfolio(updated)
Service definition(activated)
Customer serviceagreement (signed)
Change schedule(updated)
Project plan (updated)
Register of securityrisks (authorized)
Register of manageddisaster events
(authorized)
Compliance register(authorized)
Underpinning securitypolicy (authorized)
Service continuity plan(released)
Skills inventory(updated)
External serviceagreement (signed)
Financial budget(authorized)
Financial report(completed)
YaSM Service Lifecycle Processes
Supporting YaSM Processes
Detail level 1: YaSM service management processes
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YaSM top-level-
diagram.
High-level view of
the YaSM service
management
processes.
The YaSM® Process Map for ARIS™ © 2020 IT Process Maps GbR | yasm.com 5
YaSM servicemanagement
processes
Resolve incidentsand service requests
Resolve problems
Customer process
Ensure security
Underpinning securitypolicy (authorized)
Guideline for disasterevents (released)
Skills inventory(updated)
Manage humanresources
CI record (verified)
Manage configurationinformation
Security alert
Prepare for disasterevents
Service portfolio(updated)
Maintain the serviceportfolio
Assess andcoordinate changes
Change model(released)
Request by client/service user
Incident record (raised)
Escalation request
Incident/ request statusinquiry
Change schedule(updated)
Service continuity plan(released)
Index of disaster-relevant information
(released)
Change authorizationnotice
Service request record(raised)
Incident model (drafted)
Operational serviceagreement (signed)
Configuration model(released)
Build new orchanged services
External supplierprocess
Customer processSelf-help information forusers
Incident/ request statusinformation
Complaint record(raised)
Manage customerrelationships
CI record (updated)Manage configuration
information
Support request
Assess andcoordinate changes
Change record(proposed - RFC)
Suggested imprv. tocontinuity arrangements
Prepare for disasterevents
Suggested servicemodification
Improve the services
Suggested processmodification
Set up and maintainthe service
management system
Customer surveyquestionnaire (to be
completed)
Service usage statisticsManage service
financials
Ensure security
Incident model(released)
Pro-active userinformation
Incident record (closed)
Change statusinformation
Improve the services Service improvementplan - SIP (updated)
Service quality report(completed)
Service quality report(completed)
Maintain the serviceportfolio
Service quality report(completed)
Incident model (drafted)
Service request model(drafted)
Problem record(suggested)
Service operationmanual (drafted)
Technical manual
User manual
Recovery plan (drafted)
Incident model(released)
Service request model(released)
Service operationmanual (released)
Recovery plan(released)
Build new orchanged services
Service operationmanual (released)
Service operationmanual (drafted)
Service definition(activated)
Service request model(drafted)
Service request model(released)
Support the serviceoperation
System event log System event log
Service access log
Provide guidance forservice operation
Perform routineoperational tasks
Problem record(suggested)
Incident record (closed)
Problem record (open)
Recovery plan(released)
Recovery plan(released)
Service operationmanual (released)
Service operationmanual (released)
External supplierprocess Technical manual
User manual
Service operationmanual (released)
Recovery plan(released)
Budget request(submitted)
Manage servicefinancials
Budget request(approved)
Service quality report(completed)
Monitor the services
Produce servicequality reports
Service quality report(completed)
Incident record (raised)
Service quality report(completed)
Recovery plan (drafted)
Problem record (open)
Problem record(deferred)
Incident record (closed)
Manage suppliersPurchase request
Service quality report(completed)
Manage suppliers Goods received noteManage human
resourcesRequest to add skillsand human resources
Incident record (open)
Planned serviceoutages (updated)
Other servicelifecycle processes
© IT Process Maps GbR
Superior process
Supporting servicemanagement processes
External processesOther service
lifecycle processesSupporting service
management processesExternal processes
Overview: Operate the services
Detail level 2: “Operate the services”
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YaSM main
processes.
There are 19 process
models of this type
on detail level 2.
The YaSM® Process Map for ARIS™ © 2020 IT Process Maps GbR | yasm.com 6
Roles Activities
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1st level support
Resolve incidentsand service requests
Resolve incidents in1st level support
Process objective:To resolve an incident (service interruption) within theagreed time frame. The aim is the fast recovery ofthe service, possibly by applying a workaround. Assoon as it becomes clear that 1st level support is notable to resolve the incident itself or when target timesfor 1st level resolution are exceeded, the incident istransferred to 2nd level support.
Incident manager
Operate the services
YaSM servicemanagement
processes
Check recentlyimplemented
changes
Assess if recently implementedchanges could be at the rootof the service failure.
Consult technicaland user manuals
Look for possible root causesand ways to correct theservice failure.
Search incidentrecords
Check existing incident recordsfor similar failures and appliedresolutions.
Carry out an initialanalysis
Discover the full symptoms,what exactly has gonewrong and whichconfiguration items areaffected.
Check if aworkaround is
available
If the incident can be matchedto a problem record, check ifit contains a workaround thatcan be applied to resolve theincident.
Apply existingworkaround
At this stage, the incidentis linked to a problemrecord, so problem mgmt.can subsequently resolvethe underlying cause.
Correct theunderlying cause of
the incident
Incident must betransferred to 2nd
level support
Transfer incident to2nd level support
This is also referred to as'functional escalation'.
Determineadequate 2nd levelsupport agent or
group
Incident transferredto 2nd level support
Verify that theincident resolution
is complete
Apply tests or check withthe users to ensure thatthe failed service is actuallyrestored.
If possible, matchincident to existing
problem
If the incident has beenmatched to an existingproblem, update theincident record.
Underlying causefor the incidentcan be resolved
Incident can beresolved by an
existingworkaround
Incident can beresolved by a new
workaround
Apply any recoveryprocedures
required
Apply newworkaround
Incident resolutionhas failed
Incident resolutionis complete
Roll back anychanges made, if
deemedappropriate
Incident record forstandard incident
created
Search theknowledge base
In particular, check if thereare any applicable incidentmodels that describe howto resolve the incident onhand.
Where necessary,update
configurationinformation in the
CMS
If a standard (minor) changehas been made, the CMSneeds to be updated.
Documentresolution and
update the incidentrecord
Set incident recordstatus to 'resolved'
If appropriate,suggest a new
problem
If it must be assumed thatthe root cause behind anincident is not fullyunderstood, raise a newproblem. Also if a newworkaround has beenapplied, raise a new problemrecord and document thedetails of the workaround.
Check foroutstanding linked
incidents
This would apply if severalincidents had been reportedand are outstanding whichcan be linked to the incidentjust resolved.
Repeat resolutionfor linked incidents,
as required
No outstandinglinked incidents exist
Outstanding linkedincidents exist
Incident resolved
Incident record (open)
Change schedule(updated)
Log incidents andservice requests
Monitor incidents andservice requests
Assess andcoordinate changes
Change model(released)
CI record (verified)
Manage configurationinformation
Resolve problems
Problem record (open)
Planned serviceoutages (updated)
Provide guidance forservice operation
Technical manual
User manual
Recovery plan(released)
Ensure security Security alert
Support incident andservice request
resolution
Incident model(released)
Resolve problems
Support requestExternal supplier
process
Problem record(suggested)
Manage configurationinformationCI record (updated)
Incident record(resolved)
Close incidents andservice requests
Monitor incidents andservice requestsIncident record (open)
Resolve incidents in2nd level support
Resolve majorincidents
Problem record(deferred)
Decide whether adirect resolution by1st level support is
possible
Assumption: If an incidentcan be fixed immediately,possible using a pre-authorized minor change,then 1st level support willdo so.
Configuration model(released)
© IT Process Maps GbR
Superior processes
Process owner
Resolve incidents in 1st level support
Detail level 3: “Resolve incidents in 1st level support”
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YaSM sub-
processes.
There are 105 EPC
process models of
this type on detail
level 3.
The YaSM® Process Map for ARIS™ © 2020 IT Process Maps GbR | yasm.com
Processes on detail levels
1 and 2 linked to process
overview diagrams.
Sub-processes (detail
level 3) linked to EPC
diagrams.
Detail : Process structure
7
The YaSM process structure
The YaSM® Process Map offers complete
coverage of the YaSM service management
processes.
• The following pages provide a complete
view of the process hierarchy contained in
the YaSM® Process Map.
• Each of the processes on detail levels 1 and
2 is represented by a process overview
diagram (see example on page 5).
• Each sub-process on detail level 3 is
represented by an EPC diagram with a
detailed account of the process activities
and interfaces (see example on page 6).
The following pages contain vector graphics -
to see the process models in detail use your
PDF viewer's zoom function.
The YaSM® Process Map for ARIS™ © 2020 IT Process Maps GbR | yasm.com
Operate the services
LP4
Resolve incidents andservice requests
LP4.6
Resolve major incidents
LP4.6.5
Resolve incidents in 2ndlevel support
LP4.6.7
Close incidents and servicerequests
LP4.6.9
Log incidents and servicerequests
LP4.6.2
Resolve incidents in 1stlevel support
LP4.6.6
Support incident andservice request resolution
LP4.6.1
Fulfill service requests
LP4.6.3
Monitor incidents andservice requests
LP4.6.8
Build new or changedservices
LP3
Resolve problems
LP4.7
Improve the services
LP5
Perform service reviews
Pro-actively inform usersand clients
LP4.6.4
Categorize and prioritizeproblems
LP4.7.2
Analyze and resolveproblems
LP4.7.3
Close problems
LP4.7.5
Monitor outstandingproblems
LP4.7.4
Pro-actively identifyproblems
LP4.7.1
Monitor the services
LP4.3
Define serviceimprovements
Monitor serviceimprovement initiatives
YaSM service managementprocesses
0
Set the strategic direction
LP1
Design new or changedservices
LP2
Test the servicecomponents
LP3.5
Deploy the servicecomponents
LP3.6
Prepare the serviceactivation
LP3.7
Perform strategicassessments
LP1.1
Monitor strategic initiatives
LP1.5
Start up servicedevelopment projects
LP1.4
Define required serviceproperties
LP2.1
Design requiredinfrastructure
LP2.2
Prepare the serviceimplementation
LP2.4
Coordinate dvlpmt. andprocurement activities
LP3.1
Develop applications andsystems
LP3.2
Accept delivery of theservice components
LP3.3
Define strategic initiatives
LP1.3
Outline the implementationapproach
LP2.3
Create or update operationaldocumentation
LP3.4
Implement serviceimprovements
Support the serviceoperation
LP4.1
Perform routine operationaltasks
LP4.5
Provide guidance forservice operation
LP4.2
Produce service qualityreports
LP4.4
Start up serviceimprovement initiatives
Provide guidance for theuse of technology
LP1.2
Process overview diagrams EPC diagrams
8
YaSM process structure: Service lifecycle processes
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Service l ifecycle
processes.
The YaSM® Process Map for ARIS™ © 2020 IT Process Maps GbR | yasm.com
Assess and coordinatechanges
SP5
Manage configurationinformation
SP4
Manage customerrelationships
SP3
Maintain the serviceportfolio
SP2
Set up and maintain theservice management
system
SP1
Design processes andpolicies
SP1.3
Perform process reviews
SP1.7
Support the management ofconfig. information
SP4.1
Maintain the configurationmodel
SP4.2
Control configurationinformation
SP4.3
Audit configurationinformation
SP4.4
YaSM service managementprocesses
0
Support the assessment ofchanges
SP5.1
Review and close changes
SP5.7
Assess changes (changemanager)
SP5.4
Assess emergencychanges
SP5.3
Log and review RFCs
SP5.2
Assess changes (CAB)
SP5.5
Monitor open changes
SP5.6
Manage projects
SP6
Start up projects
SP6.1
Control projects
SP6.3
Review and close projects
SP6.4
Plan projects
SP6.2
Add new or changedservices to the service
portfolio
SP2.1
Update the service portfolio
SP2.2
Activate new or changedservices
SP2.3
Review the service portfolio
SP2.4
Sign or terminate customerservice agreements
SP3.2
Handle customercomplaints
SP3.3
Perform customersatisfaction surveys
SP3.6
Monitor customercomplaints
SP3.4
Hold customer meetings
SP3.5
Find new customers
SP3.1
Define processimprovements
SP1.1
Implement processimprovements
SP1.4
Monitor processimprovement initiatives
SP1.5
Operate the processes
SP1.6
Start up processimprovement initiatives
SP1.2
Process overview diagrams EPC diagrams
9
YaSM process structure: Supporting service management processes [1/2]
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Supporting service
management
processes [1/2].
The YaSM® Process Map for ARIS™ © 2020 IT Process Maps GbR | yasm.com
Ensure security
SP7
Prepare for disaster events
SP8
Manage human resources
SP10
Manage service financials
SP12
Manage suppliers
SP11
YaSM service managementprocesses
0
Ensure compliance
SP9
Set up external supportingservices
SP11.1
Procure infrastructure items
SP11.2
Check supplier invoices
SP11.6
Hold supplier meetings
SP11.3
Renew or terminate supplieragreements
SP11.5
Review the security controls
SP7.6
Start up securityimprovement initiatives
SP7.3
Implement security controls
SP7.4
Operate the securitycontrols
SP7.5
Assess security risks
SP7.1
Define securityimprovements
SP7.2
Review the continuityarrangements
SP8.6
Start up continuityimprovement initiatives
SP8.3
Implement continuityarrangements
SP8.4
Operate the continuityarrangements
SP8.5
Assess risks associatedwith disaster events
SP8.1
Define continuityimprovements
SP8.2
Recruit new staff
SP10.3
Identify the required skills
SP10.1
Develop the required skills
SP10.2
Perform compliance reviews
SP9.3
Identify compliancerequirements
SP9.1
Define compliance controls
SP9.2
Maintain the financialmanagement framework
SP12.1
Issue customer invoices
SP12.4
Prepare financial reports
SP12.3
Perform financial planning
SP12.2
Process overview diagrams EPC diagrams
Review supplierperformance
SP11.4
Handle supplier disputes
SP11.7
Monitor supplier disputes
SP11.8
10
YaSM process structure: Supporting service management processes [2/2]
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Supporting service
management
processes [2/2].
The YaSM® Process Map for ARIS™ © 2020 IT Process Maps GbR | yasm.com
Relationships Typical contentsLifecycle
11
YaSM documents and records (“YaSM data objects”)
The YaSM processes require inputs and
create outputs, typically in the form of
documents or records.
• These documents and records are repre-
sented in the YaSM® Process Map as
“YaSM data object” shapes.
• For each of the 77 YaSM objects, there is
• A checklist or document template in
Microsoft Word™ format to describe its
contents
• An object lifecycle diagram to illustrate
which YaSM processes create, update,
read and archive the object, and how its
status changes throughout its lifecycle.
• The YaSM data object model helps with
understanding the purpose of each object
in the YaSM model, by providing a
complete overview of the YaSM objects
and their key relationships.
• 19 additional checklists explain the typical
contents of the service management
policies (there is one policy for every YaSM
process).
Object l ifecycle
diagrams
Data object
model
Checklists/
document templates
The YaSM® Process Map for ARIS™ © 2020 IT Process Maps GbR | yasm.com 12
Overview of YaSM data objects
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YaSM
data objects.
This diagram pro-
vides a complete list
of the documents and
records (“data
objects”) used in the
YaSM® Process Map.
The YaSM® Process Map for ARIS™ © 2020 IT Process Maps GbR | yasm.com 13
YaSM data object model
The YaSM data
object model.
A complete over-
view of the key
relationships
between the YaSM
documents and
records.
The YaSM® Process Map for ARIS™ © 2020 IT Process Maps GbR | yasm.com 14
YaSM object lifecycle diagram: “Incident record”
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YaSM object
l ifecycle diagrams.
The YaSM® Process
Map contains
75 diagrams of this
type, one for each
YaSM data object.
The YaSM® Process Map for ARIS™ © 2020 IT Process Maps GbR | yasm.com 15
YaSM checklists/ document templates
Checklists /
document templates
The YaSM® Process
Map contains 95
checklists in Word™
format, describing
the typical contents
of the YaSM data
objects (documents
and records).
The YaSM® Process Map for ARIS™ © 2020 IT Process Maps GbR | yasm.com 16
RACI matrix: Participation of the YaSM roles in the YaSM processes
Pop-up hints show
the process
objectives.
Open a process
diagram directly
from the matrix.
The RACI Matrix updates automatically
when roles are added to or removed
from the process models.
The YaSM® Process Map for ARIS™ © 2020 IT Process Maps GbR | yasm.com
IT Process Maps GbR
Dipl.-Ing. Stefan Kempter
& Dr. Andrea Kempter
Schönauer Str. 57
88131 Lindau (Bodensee)
Germany
Tel. +49 8382 2809303
E-Mail: [email protected]
it-processmaps.com | yasm.com
Member of itSMF
© IT Process Maps GbR, 2020
YaSM® is a registered trade mark of IT Process
Maps GbR.
ARIS™, ARIS Process Platform™ and IDS Scheer™
are registered trade-marks of Software AG.
Microsoft®, Excel® and Word™ are registered
trademarks of Microsoft Corp.
17
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