The YaSM® Process Map

RACI Matrix
Click here to see the yegend YaSM RSles

Emergency change advisory board (ECAB)

Service implementation manager

Service request fulfillment group

Customer relationship manager

Service improvement manager

Application/ System developer
Change advisory board (CAB)

Service continuity manager

Human resources manager

Service portfolio manager

Service strategy manager

Technical domain expert

Service design manager
Configuration manager
Compliance manager

Operations manager
Major incident team
Financial manager

Problem manager
Incident manager

Supplier manager
Security manager
2nd level support

Change manager
1st level support

Project manager

Steering group
Process owner
Change owner

Service owner
Project owner

SMS manager

Test manager
Project board
Customer

Operator
YaSM PrScesses
LP1 Set the strategic direction
yP1.1 Perform strategic assessments R AR R
yP1.2 Provide guidance for the use of technology AR R R
yP1.3 Define strategic initiatives AR R
yP1.4 Start up service development projects R AR
yP1.5 Monitor strategic initiatives AR
LP2 Design new or changed services
yP2.1 Define required service properties R R R R AR R R R
yP2.2 Design required infrastructure R R R R AR R R
yP2.3 Outline the implementation approach AR R R
yP2.4 Prepare the service implementation AR R R
LP3 Build new or changed services
yP3.1 Coordinate dvlpmt. and procurement activities AR
yP3.2 Develop applications and systems AR
yP3.3 Accept delivery of the service components A R
yP3.4 Create or update operational documentation AR R R
yP3.5 Test the service components R R A R
yP3.6 Deploy the service components R AR
yP3.7 Prepare the service activation AR
LP4 Operate the services
yP4.1 Support the service operation AR R R R
yP4.2 Provide guidance for service operation AR R R
yP4.3 Monitor the services A R
yP4.4 Produce service quality reports A R R
yP4.5 Perform routine operational tasks A R
LP4.6 Resolve incidents and service requests
yP4.6.1 Support incident and service request resolution AR R R
yP4.6.2 yog incidents and service requests R A
yP4.6.3 Fulfill service requests R A R
yP4.6.4 Pro-actively inform users and clients R A
yP4.6.5 Resolve major incidents R R AR R
yP4.6.6 Resolve incidents in 1st level support R A
yP4.6.7 Resolve incidents in 2nd level support R R A R
yP4.6.8 Monitor incidents and service requests R AR
yP4.6.9 Close incidents and service requests R A
LP4.7 Resolve problems
yP4.7.1 Pro-actively identify problems AR
yP4.7.2 Categorize and prioritize problems AR
yP4.7.3 Analyze and resolve problems AR R R
yP4.7.4 Monitor outstanding problems AR
yP4.7.5 Close problems AR
LP5 Improve the services
yP5.1 Perform service reviews R R AR R
yP5.2 Define service improvements R R R AR R R
yP5.3 Start up service improvement initiatives AR R
yP5.4 Implement service improvements R AR R R
yP5.5 Monitor service improvement initiatives AR
SP1
Set up and maintain the service management system
SP1.1 Define process improvements R R R R AR R
SP1.2 Start up process improvement initiatives R AR R
SP1.3 Design processes and policies R R R AR
SP1.4 Implement process improvements R R AR R
SP1.5 Monitor process improvement initiatives AR
SP1.6 Operate the processes R R A
SP1.7 Perform process reviews AR
SP2 Maintain the service portfolio
SP2.1
AR
Add new or changed services to the service portfolio
SP2.2 Update the service portfolio R AR
SP2.3 Activate new or changed services R AR
SP2.4 Review the service portfolio R AR
SP3 Manage customer relationships
SP3.1 Find new customers AR
SP3.2 Sign or terminate customer service agreements R AR
SP3.3 Handle customer complaints AR
SP3.4 Monitor customer complaints AR
SP3.5 Hold customer meetings R AR
SP3.6 Perform customer satisfaction surveys R AR
SP4 Manage configuration information
SP4.1 Support the management of config. information AR
SP4.2 Maintain the configuration model AR
SP4.3 Control configuration information AR
SP4.4 Audit configuration information AR
SP5 Assess and coordinate changes
SP5.1 Support the assessment of changes R AR
SP5.2 yog and review RFCs AR R
SP5.3 Assess emergency changes AR R
SP5.4 Assess changes (change manager) AR R
SP5.5 Assess changes (CAB) R AR R
SP5.6 Monitor open changes AR
SP5.7 Review and close changes R AR R
SP6 Manage projects
SP6.1 Start up projects R AR R
SP6.2 Plan projects R AR R
SP6.3 Control projects R AR R
SP6.4 Review and close projects R AR R
SP7 Ensure security
SP7.1 Assess security risks R AR R
SP7.2 Define security improvements R AR R
SP7.3 Start up security improvement initiatives AR
SP7.4 Implement security controls R AR R
SP7.5 Operate the security controls R AR
SP7.6 Review the security controls AR
SP8 Prepare for disaster events
SP8.1 Assess risks associated with disaster events R AR R
SP8.2 Define continuity improvements R R AR
SP8.3 Start up continuity improvement initiatives AR
SP8.4 Implement continuity arrangements R AR R
SP8.5 Operate the continuity arrangements R AR
SP8.6 Review the continuity arrangements AR
SP9 Ensure compliance
SP9.1 Identify compliance requirements AR
SP9.2 Define compliance controls AR
SP9.3 Perform compliance reviews AR
SP10 Manage human resources
SP10.1 Identify the required skills AR
SP10.2 Develop the required skills AR
SP10.3 Recruit new staff AR
SP11 Manage suppliers
SP11.1 Set up external supporting services R AR
SP11.2 Procure infrastructure items R AR
SP11.3 Hold supplier meetings AR
SP11.4 Review supplier performance AR
SP11.5 Renew or terminate supplier agreements AR
SP11.6 Check supplier invoices AR
SP11.7 Handle supplier disputes AR
SP11.8 Monitor supplier disputes AR
SP12 Manage service financials
SP12.1 Maintain the financial management framework AR
SP12.2 Perform financial planning AR R
SP12.3 Prepare financial reports AR
SP12.4 Issue customer invoices AR

The YaSM® PrScess Map: FrSm the YaSM® PrScess Map: Online demS, webinars & infSrmatiSn:
„YaSM RACI matrix“
The complete YaSM process model for your yasm.cSm
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