TECHNICAL ISO/IEC TS SPECIFICATION 33074 First edition 2020-05 Information technology Process assessment Process capability assessment model for service management Technologies de I'information - Evaluation des processusModele d'évaluation de la capabilité d'un processus pour le management des services Reference number IS0/IEC TS 33074:2020(E) oS1 @IS0/IEC2020 IS0/IEC TS33074:2020(E) COPYRIGHTPROTECTEDDOCUMENT @IS0/IEC 2020 All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may below or Iso's member body in the country of the requester. ISO copyright office CP401·Ch.deBlandonnet8 CH-1214 Vernier, Geneva Phone: +4122 749 0111 Fax: +41 22 749 09 47 Email: [email protected] Website: www.iso.org Published in Switzerland ii @ IS0/IEC 2020 - All rights reserved IS0/IEC TS 33074:2020(E) Contents Page Foreword ..V Introduction .. i 1 Scope. 2 Normative references 3 Terms and definitions ..1 4 Overview of the process assessment model. .2 4.1 General .2 4.2 Structure ofthe process assessment model 3 4.2.1 General. .3 4.2.2 Processes. 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.. .12 5.3 CoM.02 Documentation management. .14 5.4 CoM.03 Human resource management. 20 5.5 COM.04 Improvement 21 5.6 COM.05 Internal audit 23 5.7 COM.06 Management review. 24 5.8 COM.o7 Non-conformity management. .25 5.9 COM.08 Operational planning.. 27 5.10 COM.o9 Operational implementation and control 34 5.11 COM.10 Performance evaluation. 36 5.12 CoM.11 Risk management. .38 5.13 RAA.1 Business relationship management .40 5.14 RAA.2 Service level management 40 5.15 RAA.3 Service reporting. 41 5.16 RAA.4 Supplier management. 43 5.17 RAA.5 Service catalogue management 45 5.18 RAF.1 Incident management. 45 5.19 RAF.2 Service request management 46 5.20 RAF.3 Problem management. 47 5.21 SAD.1 Budgeting and accounting for services. .48 5.22 SAD.2 Demand management. 49 5.23 SAD.3 Capacity management. 50 5.24 SAS.1 Service availability management 51 5.25 SAS.2 Service continuity management 51 5.26 SAS.3 Information security management 53 5.27 SDB.1 Service requirements definition.. 54 5.28 SDB.2 Service design 54 5.29 SDB.3 Service build and transition. 55 5.30 SDB.4 Release and deployment management 56 5.31 SDE.1 Service delivery. .57 5.32 SPC.1 Change management. 58 5.33 SPC.2 Configuration management 60 5.34 TOP.01 Leadership. .62 @ IS0/IEC 2020 - All rights reserved iii IS0/IEC TS33074:2020(E) 6 Process capability indicators 66 6.1 Introduction 66 6.2 Process capability levels and process attributes 66 6.2.1 General. .66 6.2.2 Process capability Level O: Incomplete process 66 6.2.3 Process capability Level 1: Performed process 67 6.2.4 Process capability Level 2: Managed process. 67 6.2.5 Process capability Level 3: Established process 72 6.2.6 Process capability Level 4: Predictable process 76 6.2.7 Process capability Level 5: Innovating process 80 6.3 Related processes for process attributes .. 84 Annex A (informative) Conformity of the process assessment model .86 Annex B (informative) Input and output characteristics 92 Annex C (informative) Mapping between base practices and Is0/IEC 20000-1 requirements .142 Bibliography 273 iv @ IS0/IEC 2020 - All rights reserved IS0/IECTS33074:2020(E) Foreword IsO (the International Organization for Standardization) and IEC (the International Electrotechnical Commission) form the specialized system for worldwide standardization. National bodies that are members of ISO or IEC participate in the development of International Standards through technical committees established by the respective organization to deal with particular fields of technical activ