ISO/IEC TS 33074:2020 信息技术 过程评估 服务管理的过程能力评估模型
标准编号：ISO/IEC TS 33074:2020
中文名称：信息技术 过程评估 服务管理的过程能力评估模型
英文名称：Information technology — Process assessment — Process capability assessment model for service management
发布日期：2020-05
标准范围
本文件:-定义过程评估模型，该模型依赖于发布为ISO/IEC TS 33054的过程参考模型，该模型满足ISO/IEC 33004的要求，并通过提供指标来指导对ISO/IEC 33020中定义的过程目的和结果以及过程属性的解释，从而支持评估的执行；-举例说明评估指标的定义、选择和使用。过程评估模型包括一组过程性能和过程能力的指标。这些指标被用作收集客观证据的基础，使评估员能够进行评级。本文件所载的一套指标并非包罗万象。本文件中的过程评估模型适用于希望选择模型和相关的记录过程方法进行评估的评估发起人和有能力的评估员改进或工艺改进）。此外，通过提供良好服务管理实践的示例，它可以帮助评估模型的开发人员构建他们自己的模型。它可用于:a)服务提供商评估和改进服务管理系统(SMS)；b)服务提供商展示其规划、设计、开发、过渡和交付满足商定服务管理要求的服务的能力。任何符合ISO/IEC 33004中关于过程评估模型定义的要求的过程评估模型均可用于评估。可能需要不同的模型和方法来满足不同的业务需求。ISO/IEC TS 33074中的评估模型作为满足ISO/IEC 33004中表达的所有要求的评估模型提供。
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.
标准预览图
