International Organization for Standardization

Information technology - Process assessment - Part 8: An exemplar process assessment model for IT service management - First Edition
 N ISO/IEC TS 15504-8

Annotation

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;