The ITIL - ISO 20000 Bridge

Please note: Due to changes in the latest edition of ISO/IEC 20000:2018, we now provide an updated version of this product, called the 'YaSM - ISO 20000 Bridge'.

The YaSM® service management model still draws on ITIL® principles, and we have introduced a number of enhancements to ensure close alignment with the latest requirements of ISO 20000.

There is one big challenge at the beginning of any ISO 20000 project: ISO 20000 presents you with lots of requirements, but it's not quite clear what needs to change in your organization for it to become compliant with the ISO 20000 standard.

This is where the 'Bridge' comes into play. For every ISO 20000 requirement you will find a specific suggestion on how it can be fulfilled, in the form of easy to understand process and document templates.

The YaSM - ISO 20000 Bridge

After some ten years and with the release of the 2018 edition of ISO 20000, the 'ITIL - ISO 20000 Bridge' has evolved into the YaSM - ISO 20000 Bridge, to ensure continued alignment with ISO 20000.

The idea behind the product has not changed:

The Bridge relates the ISO 20000 requirements to processes and documents, and for each process and document we provide detailed templates that you can adapt to your needs.

But we have to look beyond ITIL to fulfill some of the latest requirements. For example, ISO 20000:2018 now includes an explicit obligation to 'establish, implement, maintain and continually improve a service management system (SMS)'. ITIL is not very helpful here, so we have enhanced the processes of the YaSM model to help you with specific guidance.

What's more, we have added some content that many customers asked for:

Introduction to the YaSM - ISO 20000 Bridge (Video). ISO 20000 compliant service management process diagrams and document templates. Watch a video with Stefan Kempter introducing the YaSM - ISO 20000 Bridge (4:10 min)!

Start video

Further reading

Recources from the YaSM Wiki
Product page


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