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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: 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)


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.


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



Security alert


Service portfolio(updated)



Change model(released)

Request by client/service user

Incident record (raised)

Escalation request

Incident/ request statusinquiry


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)


External supplierprocess

Customer processSelf-help information forusers

Incident/ request statusinformation

Complaint record(raised)


CI record (updated)Manage configuration

information

Support request


Change record(proposed - RFC)

Suggested imprv. tocontinuity arrangements


Suggested servicemodification


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)





Incident model (drafted)

Service request model(drafted)

Problem record(suggested)


Technical manual

User manual

Recovery plan (drafted)


Service request model(released)

Service operationmanual (released)

Recovery plan(released)




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 (open)





External supplierprocess Technical manual

User manual



Budget request(submitted)

Manage servicefinancials

Budget request(approved)


Monitor the services

Produce servicequality reports


Incident record (raised)


Recovery plan (drafted)


Problem record(deferred)


Manage suppliersPurchase request


Manage suppliers Goods received noteManage human

resourcesRequest to add skillsand human resources

Incident record (open)

Planned serviceoutages (updated)

Other servicelifecycle processes


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.


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


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)


Log incidents andservice requests

Monitor incidents andservice requests


Change model(released)



Resolve problems


Planned serviceoutages (updated)


Technical manual

User manual


Ensure security Security alert

Support incident andservice request

resolution


Resolve problems

Support requestExternal supplier

process


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)


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.



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


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


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.


Assess and coordinatechanges

SP5


SP4


SP3


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


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


9

YaSM process structure: Supporting service management processes [1/2]

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Supporting service

management

processes [1/2].


Ensure security

SP7

Prepare for disaster events

SP8

Manage human resources

SP10

Manage service financials

SP12

Manage suppliers

SP11


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


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].


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


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.


YaSM data object model

The YaSM data

object model.

A complete over-

view of the key

relationships

between the YaSM

documents and

records.


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.


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).


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.


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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