Information technology. Process assessment. Process capability assessment model for service management
35.080 - Software
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:
service providers to assess and improve a service management
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.
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