SNZ - AS/NZS ISO/IEC 15504.8
Information technology – Process assessment Part 8: An exemplar process assessment model for IT service management
|Publication Date:||24 May 2013|
This part of ISO/IEC 15504:
- defines an exemplar PAM that meets the requirements of ISO/IEC 15504-2 and that supports the performance of an assessment by providing indicators for guidance on the interpretation of the process purposes and outcomes as defined in ISO/IEC TR 20000-4 and the process attributes as defined in ISO/IEC 15504-2;
- provides guidance, by example, on the definition, selection and use of assessment indicators.
A PAM 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 part of ISO/IEC 15504 is not intended to be an all-inclusive set nor is it intended to be applicable in its entirety. Subsets that are appropriate to the context and scope of the assessment should be selected, and possibly augmented with additional indicators (see Annex C).
The PAM in this part of ISO/IEC 15504 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 may 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), including processes, for the design, development, transition and delivery of services that fulfil service requirements;
b) organizations that are seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
c) service providers to demonstrate their capability for the design, development, transition and delivery of services that fulfil service requirements.
Any PAM meeting the requirements defined in ISO/IEC 15504-2 concerning models for process assessment may be used for assessment. Different models and methods may be needed to address differing business needs. The assessment model in this part of ISO/IEC 15504 is provided as an exemplar of a model meeting all the requirements expressed in ISO/IEC 15504-2.
The scope of this Part of ISO/IEC 15504 is consistent with the scope of Part 5 and 6 of ISO/IEC 15504 in order to assist situations where assessment is being made of both service management and system/software life cycle processes.
NOTE: Copyright release for the Exemplar PAM: Users of this part of ISO/IEC 15504 may freely reproduce the detailed descriptions contained in the exemplar assessment model as part of any tool or other material to support the performance of process assessments, so that it can be used for its intended purpose.