ISO/IEC TS 33054:2020
Information technology — Process assessment — Process reference model for service management
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).
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Overview of the process reference model
5 Process descriptions
5.1 General
5.2 COM.01 Communication management
5.3 COM.02 Documentation management
5.4 COM.03 Human resource management
5.5 COM.04 Improvement
5.6 COM.05 Internal audit
5.7 COM.06 Management review
5.8 COM.07 Non-conformity management
5.9 COM.08 Operational planning
5.10 COM.09 Operational implementation and control
5.11 COM.10 Performance evaluation
5.12 COM.11 Risk management
5.13 RAA.1 Business relationship management
5.14 RAA.2 Service level management
5.15 RAA.3 Service reporting
5.16 RAA.4 Supplier management
5.17 RAA.5 Service catalogue management
5.18 RAF.1 Incident management
5.19 RAF.2 Service request management
5.20 RAF.3 Problem management
5.21 SAD.1 Budgeting and accounting for services
5.22 SAD.2 Demand management
5.23 SAD.3 Capacity management
5.24 SAS.1 Service availability management
5.25 SAS.2 Service continuity management
5.26 SAS.3 Information security management
5.27 SDB.1 Service requirements definition
5.28 SDB.2 Service design
5.29 SDB.3 Service build and transition
5.30 SDB.4 Release and deployment management
5.31 SDE.1 Service delivery
5.32 SPC.1 Change management
5.33 SPC.2 Configuration management
5.34 TOP.01 Leadership
Annex A (informative) The relationship between management system requirements and a process reference model
Annex B (informative) Statement of conformity to ISO/IEC 33004
Bibliography
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Overview of the process reference model
5 Process descriptions
5.1 General
5.2 COM.01 Communication management
5.3 COM.02 Documentation management
5.4 COM.03 Human resource management
5.5 COM.04 Improvement
5.6 COM.05 Internal audit
5.7 COM.06 Management review
5.8 COM.07 Non-conformity management
5.9 COM.08 Operational planning
5.10 COM.09 Operational implementation and control
5.11 COM.10 Performance evaluation
5.12 COM.11 Risk management
5.13 RAA.1 Business relationship management
5.14 RAA.2 Service level management
5.15 RAA.3 Service reporting
5.16 RAA.4 Supplier management
5.17 RAA.5 Service catalogue management
5.18 RAF.1 Incident management
5.19 RAF.2 Service request management
5.20 RAF.3 Problem management
5.21 SAD.1 Budgeting and accounting for services
5.22 SAD.2 Demand management
5.23 SAD.3 Capacity management
5.24 SAS.1 Service availability management
5.25 SAS.2 Service continuity management
5.26 SAS.3 Information security management
5.27 SDB.1 Service requirements definition
5.28 SDB.2 Service design
5.29 SDB.3 Service build and transition
5.30 SDB.4 Release and deployment management
5.31 SDE.1 Service delivery
5.32 SPC.1 Change management
5.33 SPC.2 Configuration management
5.34 TOP.01 Leadership
Annex A (informative) The relationship between management system requirements and a process reference model
Annex B (informative) Statement of conformity to ISO/IEC 33004
Bibliography