ISO/IEC TS 33054:2020
(Main)Information technology — Process assessment — Process reference model for service management
Information technology — Process assessment — Process reference model for service management
This document defines a process reference model for the domain of service management. The model specifies a process architecture for the domain and comprises a set of processes. Each process is described in terms of process purpose and outcomes. The process reference 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).
Technologie de l'information — Évaluation des processus — Modèle de référence de processus pour la gestion des services
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TECHNICAL ISO/IEC TS
SPECIFICATION 33054
First edition
Information technology — Process
assessment — Process reference
model for service management
PROOF/ÉPREUVE
Reference number
ISO/IEC TS 33054:2020(E)
©
ISO/IEC 2020
---------------------- Page: 1 ----------------------
ISO/IEC TS 33054:2020(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO/IEC 2020
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Fax: +41 22 749 09 47
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii PROOF/ÉPREUVE © ISO/IEC 2020 – All rights reserved
---------------------- Page: 2 ----------------------
ISO/IEC TS 33054:2020(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Overview of the process reference model . 1
5 Process descriptions . 3
5.1 General . 3
5.2 COM.01 Communication management . 4
5.3 COM.02 Documentation management . 5
5.4 COM.03 Human resource management . 6
5.5 COM.04 Improvement . 6
5.6 COM.05 Internal audit. 7
5.7 COM.06 Management review . 7
5.8 COM.07 Non-conformity management . 8
5.9 COM.08 Operational planning . 8
5.10 COM.09 Operational implementation and control . 9
5.11 COM.10 Performance evaluation .10
5.12 COM.11 Risk management .11
5.13 RAA.1 Business relationship management .11
5.14 RAA.2 Service level m
...
TECHNICAL ISO/IEC TS
SPECIFICATION 33054
First edition
2020-06
Information technology — Process
assessment — Process reference
model for service management
Technologie de l'information — Évaluation des processus — Modèle
de référence de processus pour la gestion des services
Reference number
ISO/IEC TS 33054:2020(E)
©
ISO/IEC 2020
---------------------- Page: 1 ----------------------
ISO/IEC TS 33054:2020(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO/IEC 2020
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Fax: +41 22 749 09 47
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO/IEC 2020 – All rights reserved
---------------------- Page: 2 ----------------------
ISO/IEC TS 33054:2020(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Overview of the process reference model . 1
5 Process descriptions . 3
5.1 General . 3
5.2 COM.01 Communication management . 4
5.3 COM.02 Documentation management . 5
5.4 COM.03 Human resource management . 6
5.5 COM.04 Improvement . 6
5.6 COM.05 Internal audit. 7
5.7 COM.06 Management review . 7
5.8 COM.07 Non-conformity management . 8
5.9 COM.08 Operational planning . 8
5.10 COM.09 Operational implementation and control . 9
5.11 COM.10 Performance evaluation .10
5.12 COM.11 Risk management .11
5.13 RAA.1 Business relationship management .
...
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