AS/NZS ISO/IEC 15504.8:2013
Information technology - Process assessment - Part 8: An exemplar process assessment model for IT service management
Defines an exemplar PAM that meets the requirements of AS/NZS ISO/IEC 15504.2 and supports the performance of an assessment by providing indicators for guidance on the interpretation of the process purposes and outcomes as defined in ISO/IEC TR 20000-4:2010, Information technology—Service management, Part 4: Process reference model, and the process attributes as defined in AS/NZS ISO/IEC 15504.2. It also provides guidance, by example, on definition, selection and use of assessment indicators. Identical to and reproduced from ISO/IEC TS 15504-8:2012.
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2 Normative references
3 Terms and definitions
4 Overview of the exemplar Process Assessment Model
4.1 Introduction to Overview
4.2 Structure of the exemplar Process Assessment Model
4.2.1 Processes
4.2.2 Process dimension
4.2.3 Capability dimension
4.3 Assessment Indicators
4.3.1 Process Capability Indicators
4.3.2 Process Performance Indicators
4.4 Measuring process capability
5 The process dimension and process performance indicators (Level 1)
5.1 General
5.2 CON.1 Change management
5.3 CON.2 Configuration management
5.4 CON.3 Release and deployment management
5.5 DTR.1 Service requirements
5.6 DTR.2 Service design
5.7 DTR.3 Service transition
5.8 DTR.4 Service planning
5.9 REL.1 Business relationship management
5.10 REL.2 Supplier management
5.11 RES.1 Incident management
5.12 RES.2 Service request management
5.13 RES.3 Problem management
5.14 SDE.1 Budgeting and accounting for IT services
5.15 SDE.2 Capacity management
5.16 SDE.3 Information security management
5.17 SDE.4 Service availability management
5.18 SDE.5 Service continuity management
5.19 SDE.6 Service level management
5.20 SDE.7 Service reporting
5.21 SMS.1 Audit
5.22 SMS.2 Improvement
5.23 SMS.3 Information item management
5.24 SMS.4 Management review
5.25 SMS.5 Resource management
5.26 SMS.6 Risk management
5.27 SMS.7 Service measurement
5.28 SMS.8 SMS Establishment and improvement
5.29 SMS.9 SMS Implementation and operation
6 Process capability indicators (Level 1 to 5)
6.1 Level 1: Performed process
6.1.1 PA 1.1 Process performance attribute
6.1.1.1 Generic Practices for PA 1.1
6.1.1.2 Generic Resources for PA 1.1
6.1.1.3 Generic Inputs/Outputs for PA 1.1
6.2 Level 2: Managed process
6.2.1 PA 2.1 Performance management attribute
6.2.1.1 Generic Practices for PA 2.1
6.2.1.2 Generic Resources for PA 2.1
6.2.1.3 Generic Inputs/Outputs for PA 2.1
6.2.2 PA 2.2 Work product management attribute
6.2.2.1 Generic Practices for PA 2.2
6.2.2.2 Generic Resources for PA 2.2
6.2.2.3 Generic Inputs/Outputs for PA 2.2
6.3 Level 3: Established process
6.3.1 PA 3.1 Process definition attribute
6.3.1.1 Generic Practices for PA 3.1
6.3.1.2 Generic Resources for PA 3.1
6.3.1.3 Generic Inputs/Outputs for PA 3.1
6.3.2 PA 3.2 Process deployment attribute
6.3.2.1 Generic Practices for PA 3.2
6.3.2.2 Generic Resources for PA 3.2
6.3.2.3 Generic Inputs/Outputs for PA 3.2
6.4 Level 4: Predictable process
6.4.1 PA 4.1 Process measurement attribute
6.4.1.1 Generic Practices for PA 4.1
6.4.1.2 Generic Resources for PA 4.1
6.4.1.3 Generic Inputs/Outputs for PA 4.1
6.4.2 PA 4.2 Process control attribute
6.4.2.1 Generic Practices for PA 4.2
6.4.2.2 Generic Resources for PA 4.2
6.4.2.3 Generic Inputs/Outputs for PA 4.2
6.5 Level 5: Optimizing process
6.5.1 PA 5.1 Process innovation attribute
6.5.1.1 Generic Practices for PA 5.1
6.5.1.2 Generic Resources for PA 5.1
6.5.1.3 Generic Inputs/Outputs for PA 5.1
6.5.2 PA 5.2 Process optimization attribute
6.5.2.1 Generic Practices of PA 5.2
6.5.2.2 Generic Resources for PA 5.2
6.5.2.3 Generic Inputs/Outputs for PA 5.2
6.6 Related Processes for Process Attributes
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2 Normative references
3 Terms and definitions
4 Overview of the exemplar Process Assessment Model
4.1 Introduction to Overview
4.2 Structure of the exemplar Process Assessment Model
4.2.1 Processes
4.2.2 Process dimension
4.2.3 Capability dimension
4.3 Assessment Indicators
4.3.1 Process Capability Indicators
4.3.2 Process Performance Indicators
4.4 Measuring process capability
5 The process dimension and process performance indicators (Level 1)
5.1 General
5.2 CON.1 Change management
5.3 CON.2 Configuration management
5.4 CON.3 Release and deployment management
5.5 DTR.1 Service requirements
5.6 DTR.2 Service design
5.7 DTR.3 Service transition
5.8 DTR.4 Service planning
5.9 REL.1 Business relationship management
5.10 REL.2 Supplier management
5.11 RES.1 Incident management
5.12 RES.2 Service request management
5.13 RES.3 Problem management
5.14 SDE.1 Budgeting and accounting for IT services
5.15 SDE.2 Capacity management
5.16 SDE.3 Information security management
5.17 SDE.4 Service availability management
5.18 SDE.5 Service continuity management
5.19 SDE.6 Service level management
5.20 SDE.7 Service reporting
5.21 SMS.1 Audit
5.22 SMS.2 Improvement
5.23 SMS.3 Information item management
5.24 SMS.4 Management review
5.25 SMS.5 Resource management
5.26 SMS.6 Risk management
5.27 SMS.7 Service measurement
5.28 SMS.8 SMS Establishment and improvement
5.29 SMS.9 SMS Implementation and operation
6 Process capability indicators (Level 1 to 5)
6.1 Level 1: Performed process
6.1.1 PA 1.1 Process performance attribute
6.1.1.1 Generic Practices for PA 1.1
6.1.1.2 Generic Resources for PA 1.1
6.1.1.3 Generic Inputs/Outputs for PA 1.1
6.2 Level 2: Managed process
6.2.1 PA 2.1 Performance management attribute
6.2.1.1 Generic Practices for PA 2.1
6.2.1.2 Generic Resources for PA 2.1
6.2.1.3 Generic Inputs/Outputs for PA 2.1
6.2.2 PA 2.2 Work product management attribute
6.2.2.1 Generic Practices for PA 2.2
6.2.2.2 Generic Resources for PA 2.2
6.2.2.3 Generic Inputs/Outputs for PA 2.2
6.3 Level 3: Established process
6.3.1 PA 3.1 Process definition attribute
6.3.1.1 Generic Practices for PA 3.1
6.3.1.2 Generic Resources for PA 3.1
6.3.1.3 Generic Inputs/Outputs for PA 3.1
6.3.2 PA 3.2 Process deployment attribute
6.3.2.1 Generic Practices for PA 3.2
6.3.2.2 Generic Resources for PA 3.2
6.3.2.3 Generic Inputs/Outputs for PA 3.2
6.4 Level 4: Predictable process
6.4.1 PA 4.1 Process measurement attribute
6.4.1.1 Generic Practices for PA 4.1
6.4.1.2 Generic Resources for PA 4.1
6.4.1.3 Generic Inputs/Outputs for PA 4.1
6.4.2 PA 4.2 Process control attribute
6.4.2.1 Generic Practices for PA 4.2
6.4.2.2 Generic Resources for PA 4.2
6.4.2.3 Generic Inputs/Outputs for PA 4.2
6.5 Level 5: Optimizing process
6.5.1 PA 5.1 Process innovation attribute
6.5.1.1 Generic Practices for PA 5.1
6.5.1.2 Generic Resources for PA 5.1
6.5.1.3 Generic Inputs/Outputs for PA 5.1
6.5.2 PA 5.2 Process optimization attribute
6.5.2.1 Generic Practices of PA 5.2
6.5.2.2 Generic Resources for PA 5.2
6.5.2.3 Generic Inputs/Outputs for PA 5.2
6.6 Related Processes for Process Attributes
AS/NZS ISO/IEC 15504.8:2013
Online Library subscription information
Online library subscriptions provide a cost-effective solution for organisations of any size to access the latest standards, offering 24/7 access to a personalised catalogue. The service ensures subscribers have have the most up-to-date version of selected standards, incluing automatic updates for any amendments or versions. Pricing is dependent on the chosen standards and the number of concurrent users, with discounts applied from the standards PDF price. For customised subscriptions or further inquiries, contact the Online Library team.