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ISO/IEC TS 15504-8 1st Edition, September 15, 2012 Information technology - Process assessment - Part 8: An exemplar process assessment model for IT service management
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Availability date: 07/13/2021
Description / Abstract:
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.