ISO/IEC TR 29110-5-3:2018
(Main)Systems and software engineering — Lifecycle profiles for Very Small Entities (VSEs) — Part 5-3: Service delivery guidelines
Systems and software engineering — Lifecycle profiles for Very Small Entities (VSEs) — Part 5-3: Service delivery guidelines
1.1 Fields of application These Service Delivery guidelines are applicable to Very Small Entities (VSEs). A VSE is an enterprise, an organization, a department or a project having up to 25 people. ISO/IEC TR 29110-5-3:2018 provides guidance to manage a set of services delivered to customers. The VSE can act as an internal service provider (providing services internal to the VSE) or as an external service provider (providing services commercially to external customers). These lifecycle processes (Governance, Service Control, Service Relationship and Service Incident) support and enhance the activities of software and system operations (further to development and installation) to create effective and efficient products and services. ISO/IEC TR 29110-5-3:2018 provides guidance for Service Delivery. This document, when implemented, will assist and guide the VSE in the delivery of services which can benefit customers. This document does not promote uniformity in approach across all organizations as specific objectives and initiatives are tailored to suit an individual organization's needs. Tasks described in this guideline document (and therefore activities and processes) are related by input/output relationships which imply a logical execution sequence. The order of presentation of the processes or the associated numbering scheme is for identification purposes only, NOT to indicate implementation or execution order. As every VSE is different; tasks can be implemented in an order that is suitable for the organization, while respecting the relationships between tasks. 1.2 Target audience ISO/IEC TR 29110-5-3:2018 is intended to be used by VSEs to establish processes to implement effective and efficient service delivery. This service delivery guidelines document can be used by VSEs that are offering only services to its customers or it can be combined with the information from ISO/IEC 29110 systems and/or software management and engineering guidelines.
Ingénierie des systèmes et du logiciel — Profils de cycle de vie pour très petits organismes (TPO) — Partie 5-3: Lignes directices de prestation des services
General Information
Standards Content (Sample)
TECHNICAL ISO/IEC TR
REPORT 29110-5-3
First edition
2018-01
Systems and software engineering —
Lifecycle profiles for Very Small
Entities (VSEs) —
Part 5-3:
Service delivery guidelines
Ingénierie des systèmes et du logiciel — Profils de cycle de vie pour
très petits organismes (TPO) —
Partie 5-3: Lignes directices de prestation des services
Reference number
©
ISO/IEC 2018
© ISO/IEC 2018
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ii © ISO/IEC 2018 – All rights reserved
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
1.1 Fields of application . 1
1.2 Target audience . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Abbreviated terms and process structure . 8
4.1 Abbreviated terms . 8
4.2 Convention . 8
4.2.1 Process description . 8
4.2.2 Work Product Description . 9
5 Overview of this document . 9
6 Governance process (GO) .10
6.1 Introduction .10
6.2 GO purpose .10
6.3 GO objectives .11
6.4 GO diagram .11
6.5 GO activities .11
6.5.1 GO.1 Define the scope of the activity and required roles .12
6.5.2 GO.2 Define and implement the governance structure.13
6.5.3 GO.3 Manage resources including documentation .14
6.5.4 GO.4 Complete reporting and improvement activities.14
7 Service Control process (CO) .14
7.1 Introduction .14
7.2 CO purpose .15
7.3 CO objectives .15
7.4 CO diagram .15
7.5 CO activities .16
7.5.1 CO.1 Manage change to services .16
7.5.2 CO.2 Evaluate and build the service change .18
7.5.3 CO.3 Test and deploy approved service change .19
8 Service relationship process (RE) .19
8.1 Introduction .19
8.2 RE purpose .19
8.3 RE objectives .20
8.4 RE diagram .20
8.5 RE activities .20
8.5.1 RE.1 Create and/or maintain a suitable service catalogue .20
8.5.2 RE.2 Establish and manage agreements with customers and suppliers .21
9 Service incident process (IN) .22
9.1 Introduction .22
9.2 IN purpose .22
9.3 IN objectives .22
9.4 IN diagram .22
9.5 IN activities.22
9.5.1 IN.1 Prevent incidents .22
9.5.2 IN.2 Manage incidents .24
10 Service Delivery roles .24
11 Service Delivery Work Product Description .27
© ISO/IEC 2018 – All rights reserved iii
12 Software tools requirements .34
Bibliography .35
iv © ISO/IEC 2018 – All rights reserved
Foreword
ISO (the International Organization for Standardization) and IEC (the International Electrotechnical
Commission) form the specialized system for worldwide standardization. National bodies that are
members of ISO or IEC participate in the development of International Standards through technical
committees established by the respective organization to deal with particular fields of technical
activity. ISO and IEC technical committees collaborate in fields of mutual interest. Other international
organizations, governmental and non-governmental, in liaison with ISO and IEC, also take part in the
work. In the field of information technology, ISO and IEC have established a joint technical committee,
ISO/IEC JTC 1.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for
the different types of document should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject
of patent rights. ISO and IEC shall not be held responsible for identifying any or all such patent
rights. Details of any patent rights identified during the development of the document will be in the
Introduction and/or on the ISO list of patent declarations received (see www .iso .org/ patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO's adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following
URL: www .iso .org/ iso/ foreword .html.
This document was prepared by Technical Committee ISO/IEC JTC 1, Information technology,
Subcommittee SC 7, Software and systems engineering.
A list of all parts in the ISO/IEC 29110 series can be found on the ISO website.
© ISO/IEC 2018 – All rights reserved v
Introduction
Very Small Entities (VSEs) around the world are creating valuable products and services. For the
purpose of ISO/IEC 29110, a Very Small Entity (VSE) is an enterprise, an organization, a department
or a project having up to 25 people. Since many VSEs develop and/or maintain system and software
components used in systems, either as independent products or incorporated in larger systems, a
recognition of VSEs as suppliers of high quality products is required.
According to the Organization for Economic Co-operation and Development (OECD) SME and
Entrepreneurship Outlook report (2005) ‘Small and Medium Enterprises (SMEs) constitute the
dominant form of business organization in all countries world-wide, accounting for over 95 % and
up to 99 % of the business population depending on country’. The challenge facing governments
and economies is to provide a business environment that supports the competitiveness of this large
heterogeneous business population and that promotes a vibrant entrepreneurial culture.
From studies and surveys conducted, it is clear that the majority of International Standards do not
address the needs of VS
...
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