ISO/IEC TS 33054:2020

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

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ISO/IEC TS 33054:2020(E)

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Published in Switzerland
ii © ISO/IEC 2020 – All rights reserved

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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 .
...