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BSI PD ISO/IEC TS 33074:2020

BSI PD ISO/IEC TS 33074:2020

$215.11

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

Published By Publication Date Number of Pages
BSI 2020 284
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This document:

  1. defines a process assessment model that relies on the process reference model published as ISO/IEC TS 33054 that meets the requirements of ISO/IEC 33004 and that supports the performance of an assessment by providing indicators for guidance on the interpretation of the process purposes and outcomes and the process attributes as defined in ISO/IEC 33020 ;

  2. provides guidance, by example, on the definition, selection and use of assessment indicators.

A process assessment model comprises a set of indicators of process performance and process capability. The indicators are used as a basis for collecting the objective evidence that enables an assessor to assign ratings. The set of indicators included in this document is not intended to be an all-inclusive set.

The process assessment 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). Additionally, it can be of use to developers of assessment models in the construction of their own model, by providing examples of good service management practices. It can be used by:

  1. service providers to assess and improve a service management system (SMS);

  2. service providers to demonstrate their capability for the planning, design, development, transition and delivery of services that meet agreed service management requirements.

Any process assessment model meeting the requirements defined in ISO/IEC 33004 concerning models for process assessment can be used for assessment. Different models and methods can be needed to address differing business needs. The assessment model in ISO/IEC TS 33074 is provided as an assessment model meeting all the requirements expressed in ISO/IEC 33004.

PDF Catalog

PDF Pages PDF Title
2 undefined
7 Foreword
8 Introduction
11 1 Scope
2 Normative references
3 Terms and definitions
12 4 Overview of the process assessment model
4.1 General
13 4.2 Structure of the process assessment model
4.2.1 General
4.2.2 Processes
14 4.2.3 Process dimension
4.2.4 Capability dimension
16 4.3 Assessment indicators
4.3.1 General
17 4.3.2 Process capability indicators
19 4.3.3 Process Performance Indicators
4.4 Measuring process capability
21 5 The process dimension and process performance indicators (level 1)
5.1 General
22 5.2 COM.01 Communication management
24 5.3 COM.02 Documentation management
30 5.4 COM.03 Human resource management
31 5.5 COM.04 Improvement
33 5.6 COM.05 Internal audit
34 5.7 COM.06 Management review
35 5.8 COM.07 Non-conformity management
37 5.9 COM.08 Operational planning
44 5.10 COM.09 Operational implementation and control
46 5.11 COM.10 Performance evaluation
48 5.12 COM.11 Risk management
50 5.13 RAA.1 Business relationship management
5.14 RAA.2 Service level management
51 5.15 RAA.3 Service reporting
53 5.16 RAA.4 Supplier management
55 5.17 RAA.5 Service catalogue management
5.18 RAF.1 Incident management
56 5.19 RAF.2 Service request management
57 5.20 RAF.3 Problem management
58 5.21 SAD.1 Budgeting and accounting for services
59 5.22 SAD.2 Demand management
60 5.23 SAD.3 Capacity management
61 5.24 SAS.1 Service availability management
5.25 SAS.2 Service continuity management
63 5.26 SAS.3 Information security management
64 5.27 SDB.1 Service requirements definition
5.28 SDB.2 Service design
65 5.29 SDB.3 Service build and transition
66 5.30 SDB.4 Release and deployment management
67 5.31 SDE.1 Service delivery
68 5.32 SPC.1 Change management
70 5.33 SPC.2 Configuration management
72 5.34 TOP.01 Leadership
76 6 Process capability indicators
6.1 Introduction
6.2 Process capability levels and process attributes
6.2.1 General
6.2.2 Process capability Level 0: Incomplete process
77 6.2.3 Process capability Level 1: Performed process
6.2.4 Process capability Level 2: Managed process
82 6.2.5 Process capability Level 3: Established process
86 6.2.6 Process capability Level 4: Predictable process
90 6.2.7 Process capability Level 5: Innovating process
94 6.3 Related processes for process attributes
96 Annex A (informative) Conformity of the process assessment model
102 Annex B (informative) Input and output characteristics
152 Annex C (informative) Mapping between base practices and ISO/IEC 20000-1 requirements
283 Bibliography

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BSI PD ISO/IEC TS 33074:2020
$215.11