ISO/IEC 29110 for Service Delivery
The Deployment Packages (in development), listed below, have been developed to help implement service delivery in VSEs.
Conduct of Internal Audit (Draft)
Leading forward to an ISO/IEC 29110
Service Delivery Certification
Material to
support ISO/IEC 29110 for Service Delivery (in development)
| ISO/IEC 20000-1:2011 MASTER IMPLEMENTATION LIST BASED ON ISO/IEC 20000-5:2013 | ||||||||
| Segments for each phase | Introduction text | Documents available on Wiki | ||||||
| Theme and ref. to 20000-1 | ||||||||
| Phase 1: Improving the customer culture: reacting effectively to requests or service disruptions; customers & services offered are known | ||||||||
| 1.1 | Policies & plan (4.1) (6.6) | Overall approach to offered services & needed governance is described in a simple text leading to policies, including a security and change policies and plan(s) NOTE: This is done with many iterations during phase 1 | Introduction Video | Training video | Policy & Plan Template | Policy & Plan Checklist | Reference (e.g articles) | Auditor checklist |
| 1.2 | Governance of processes operated by other parties (4.2) | Processes operated by other parties are identified and contracts are reviewed re. governance of processes in Part 1, Clauses 5 to 9 only | Introduction Video | Training video | Governance of processes Template | Governance of processes Checklist | Reference (e.g articles) | Auditor checklist |
| 1.3 | Basic management of documentation (4.3) | Existing policies and plan (re 1.1), processes and procedures are documented/revised and controlled | Introduction Video | Training video | Template | Checklist | Reference (e.g articles) | Auditor checklist |
References
Dufour, C., Laporte, C.Y., Implantation de la norme ISO/IEC 20000 en gestion des services TI dans un petit service informatique, Revue Génie Logiciel, Number 108, March 2014, pp 50-62.
Kabli, S., Conception, réalisation et mise a l’essai de trousses de déploiement pour faciliter et accélérer l’implémentation de la norme ISO/CEI 20000 par les très petites structures, rapport de projet, juillet 2009, École de technologie supérieure, Montréal.
Kabli, S., Laporte, C.Y., Taillefer, M., Conception, réalisation et mise à l’essai de trousses de déploiement pour faciliter et accélérer l’implémentation de la norme ISO/CEI 20000 par les très petites structures, Revue Génie Logiciel, Numéro 94, septembre 2010, pp 47-63.
ISO/IEC 29110-4-3:201X Systems and
Software Engineering — Lifecycle Profiles for Very Small Entities
(VSEs) — Part 4-3: Service Delivery (in development)
ISO/IEC
TR 29110-5-3:201X Systems and software engineering — Lifecycle
profiles for Very Small Entities (VSE) — Part 5-3: Service Delivery –
Guide (in development)
| Professor Claude Y. Laporte's Home page | |
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