ISO/IEC TS 33074:2020
(Main)Information technology — Process assessment — Process capability assessment model for service management
Information technology — Process assessment — Process capability assessment model for service management
This document: — 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; — 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: a) service providers to assess and improve a service management system (SMS); b) 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.
Technologies de l'information — Evaluation des processus — Modèle d’évaluation de la capabilité d’un processus pour le management des services
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TECHNICAL ISO/IEC TS
SPECIFICATION 33074
First edition
Information technology — Process
assessment — Process capability
assessment model for service
management
PROOF/ÉPREUVE
Reference number
ISO/IEC TS 33074:2020(E)
©
ISO/IEC 2020
---------------------- Page: 1 ----------------------
ISO/IEC TS 33074:2020(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO/IEC 2020
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Fax: +41 22 749 09 47
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii PROOF/ÉPREUVE © ISO/IEC 2020 – All rights reserved
---------------------- Page: 2 ----------------------
ISO/IEC TS 33074:2020(E)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Overview of the process assessment model . 2
4.1 General . 2
4.2 Structure of the process assessment model . 3
4.2.1 General. 3
4.2.2 Processes . 3
4.2.3 Process dimension . 4
4.2.4 Capability dimension . 4
4.3 Assessment indicators . 6
4.3.1 General. 6
4.3.2 Process capability indicators . 7
4.3.3 Process Performance Indicators . 9
4.4 Measuring process capability . 9
5 The process dimension and process performance indicators (level 1) .11
5.1 General .11
5.2 COM.01 Communication management .11
...
TECHNICAL ISO/IEC TS
SPECIFICATION 33074
First edition
2020-05
Information technology — Process
assessment — Process capability
assessment model for service
management
Technologies de l'information — Evaluation des processus — Modèle
d’évaluation de la capabilité d’un processus pour le management des
services
Reference number
ISO/IEC TS 33074:2020(E)
©
ISO/IEC 2020
---------------------- Page: 1 ----------------------
ISO/IEC TS 33074:2020(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO/IEC 2020
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Fax: +41 22 749 09 47
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO/IEC 2020 – All rights reserved
---------------------- Page: 2 ----------------------
ISO/IEC TS 33074:2020(E)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Overview of the process assessment model . 2
4.1 General . 2
4.2 Structure of the process assessment model . 3
4.2.1 General. 3
4.2.2 Processes . 3
4.2.3 Process dimension . 4
4.2.4 Capability dimension . 4
4.3 Assessment indicators . 6
4.3.1 General. 6
4.3.2 Process capability indicators . 7
4.3.3 Process performance indicators . 9
4.4 Measuring process capability . 9
5 The process dimension and process performance indicators (level 1) .11
5.1 General .11
5.2 COM.01 Communication management
...
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