BSI PD ISO/IEC TS 33054:2020

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Information technology. Process assessment. Process reference model for service management

Published By	Publication Date	Number of Pages
BSI	2020	82

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This document defines a process reference model for the domain of service management.

The model specifies a process architecture for the domain and comprises a set of processes. Each process is described in terms of process purpose and outcomes.

The process reference model in this document is directed at assessment sponsors and competent assessors who wish to select a model, and associated documented process method, for assessment (for either capability determination or process improvement).

PDF Catalog

PDF Pages	PDF Title
2	undefined
6	Foreword
7	Introduction
9	1 Scope 2 Normative references 3 Terms and definitions 4 Overview of the process reference model
11	5 Process descriptions 5.1 General
12	5.2 COM.01 Communication management
13	5.3 COM.02 Documentation management
14	5.4 COM.03 Human resource management 5.5 COM.04 Improvement
15	5.6 COM.05 Internal audit 5.7 COM.06 Management review
16	5.8 COM.07 Non-conformity management 5.9 COM.08 Operational planning
17	5.10 COM.09 Operational implementation and control
18	5.11 COM.10 Performance evaluation
19	5.12 COM.11 Risk management 5.13 RAA.1 Business relationship management
20	5.14 RAA.2 Service level management 5.15 RAA.3 Service reporting
21	5.16 RAA.4 Supplier management 5.17 RAA.5 Service catalogue management
22	5.18 RAF.1 Incident management 5.19 RAF.2 Service request management
23	5.20 RAF.3 Problem management 5.21 SAD.1 Budgeting and accounting for services 5.22 SAD.2 Demand management
24	5.23 SAD.3 Capacity management 5.24 SAS.1 Service availability management
25	5.25 SAS.2 Service continuity management 5.26 SAS.3 Information security management
26	5.27 SDB.1 Service requirements definition 5.28 SDB.2 Service design 5.29 SDB.3 Service build and transition
27	5.30 SDB.4 Release and deployment management 5.31 SDE.1 Service delivery
28	5.32 SPC.1 Change management 5.33 SPC.2 Configuration management
29	5.34 TOP.01 Leadership
30	Annex A (informative) The relationship between management system requirements and a process reference model
79	Annex B (informative) Statement of conformity to ISO/IEC 33004
81	Bibliography