ISO/IEC TR 20000-4:2010
Withdrawn
Withdrawn
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Information technology Service management Part 4: Process reference model
Available format(s)
Hardcopy , PDF , PDF 3 Users , PDF 5 Users , PDF 9 Users
Withdrawn date
26-09-2018
Language(s)
English
Published date
25-11-2010
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The purpose of ISO/IEC TR 20000-4:2010 is to facilitate the development of a process assessment model according to ISO/IEC 15504 process assessment principles. ISO/IEC 15504-1 describes the concepts and terminology used for process assessment. ISO/IEC 15504-2 describes the requirements for the conduct of an assessment and a measurement scale for assessing process capability.
The process reference model provided in ISO/IEC TR 20000-4:2010 is a logical representation of the elements of the processes within service management that can be performed at a basic level. Using the reference model in a practical application might require additional elements suited to the environment and circumstances.
The process reference model specified in ISO/IEC TR 20000-4:2010 describes at an abstract level the processes including the general service management system processes implied by ISO/IEC 20000-1. Each process of this process reference model is described in terms of a purpose and outcomes. The process reference model does not attempt to place the processes in any specific environment nor does it predetermine any level of process capability required to achieve the ISO/IEC 20000-1 requirements. The process reference model is not intended to be used for a conformity assessment audit or process implementation reference guide.
Any organization can define processes with additional elements in order to suit it to its specific environment and circumstances. The purpose and outcomes described in ISO/IEC TR 20000-4:2010 are, however, considered to be the minimum necessary to meet ISO/IEC 20000-1 requirements. Some processes address general strategic aspects of an organization. These processes have been identified in order to give coverage to all the requirements of ISO/IEC 20000-1.
The process reference model does not provide the evidence required by ISO/IEC 20000-1. The process reference model does not specify the interfaces between the processes.
| DocumentType |
Standard
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| Pages |
23
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| PublisherName |
International Organization for Standardization
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| Status |
Withdrawn
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| Standards | Relationship |
| NEN NPR ISO/IEC TR 20000-4 : 2010 | Identical |
| PD ISO/IEC TR 20000-4:2010 | Identical |
| PD ISO/IEC TR 20000-5:2013 | Information technology. Service management Exemplar implementation plan for ISO/IEC 20000-1 |
| PD ISO/IEC TR 90006:2013 | Information technology. Guidelines for the application of ISO 9001:2008 to IT service management and its integration with ISO/IEC 20000-1:2011 |
| CAN/CSA-ISO/IEC 27034-1:12 (R2017) | Information technology - Security techniques - Application security - Part 1: Overview and concepts (Adopted ISO/IEC 27034-1:2011, first edition, 2011-11-15) |
| PD ISO/IEC TR 20000-11:2015 | Information technology. Service management Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: ITIL® |
| CSA ISO/IEC 27034-1:2012 | INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - APPLICATION SECURITY - PART 1: OVERVIEW AND CONCEPTS |
| CSA ISO/IEC 20000-1 :2013 | INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS |
| ISO/IEC TS 33072:2016 | Information technology — Process assessment — Process capability assessment model for information security management |
| TR 101 552 : 1.0.0 | GUIDANCE FOR THE APPLICATION OF CONFORMITY ASSESSMENT TO ACCESSIBILITY REQUIREMENTS FOR PUBLIC PROCUREMENT OF ICT PRODUCTS AND SERVICES IN EUROPE |
| 15/30299325 DC : 0 | BS ISO/IEC 27013 - INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - GUIDANCE ON THE INTEGRATED IMPLEMENTATION OF ISO/IEC 27001 AND ISO/IEC 20000-1 |
| BS ISO/IEC 27034-2:2015 | Information technology. Security techniques. Application security Organization normative framework |
| 10/30184538 DC : 0 | BS ISO/IEC 20000-2 - INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 2: GUIDANCE ON THE APPLICATION OF SERVICE MANAGEMENT SYSTEMS |
| ISO/IEC TR 20000-11:2015 | Information technology Service management Part 11: Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: ITIL |
| 14/30273794 DC : 0 | BS ISO/IEC 16350 - SYSTEMS AND SOFTWARE ENGINEERING - APPLICATION MANAGEMENT |
| 15/30312480 DC : 0 | BS ISO/IEC 30105-4 - INFORMATION TECHNOLOGY - IT ENABLED SERVICES - BUSINESS PROCESS OUTSOURCING (ITES-BPO) LIFECYCLE PROCESSES - PART 4: TERMS AND CONCEPTS |
| CAN/CSA-ISO/IEC 27013:16 | Information technology - Security techniques - Guidance on the integrated implementation of ISO/IEC 27001 and ISO/IEC 20000-1 (Adopted ISO/IEC 27013:2015, second edition, 2015-12-01) |
| BS ISO/IEC 20000-6:2017 | Information technology. Service management Requirements for bodies providing audit and certification of service management systems |
| CSA ISO/IEC 20000-1 : 2013 : R2017 | INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS |
| UNE-ISO/IEC 20000-1:2011 | Information technology. Service management. Part 1: Service Management System requirements |
| ISO/IEC 27034-1:2011 | Information technology — Security techniques — Application security — Part 1: Overview and concepts |
| S.R. CEN/CLC/ETSI/TR 101 552:2014 | GUIDANCE FOR THE APPLICATION OF CONFORMITY ASSESSMENT TO ACCESSIBILITY REQUIREMENTS FOR PUBLIC PROCUREMENT OF ICT PRODUCTS AND SERVICES IN EUROPE |
| CAN/CSA-ISO/IEC 16350:16 | Information technology Systems and software engineering Application management (Adopted ISO/IEC 16350:2015, first edition, 2015-08-01) |
| ISO/IEC 27013:2015 | Information technology Security techniques Guidance on the integrated implementation of ISO/IEC 27001 and ISO/IEC 20000-1 |
| UNE-ISO/IEC 20000-2:2015 | Information technology. Service management. Part 2: Guidance on the application of service management systems |
| 15/30285994 DC : 0 | BS ISO/IEC 30105-1 - INFORMATION TECHNOLOGY - IT ENABLED SERVICES/ BUSINESS PROCESS OUTSOURCING (ITESBPO) LIFECYCLE PROCESSES - PROCESS REFERENCE MODEL (PRM) |
| PD ISO/IEC TR 20000-12:2016 | Information technology. Service management Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: CMMI-SVC® |
| BS ISO/IEC 20000-2:2012 | Information technology. Service management Guidance on the application of service management systems |
| UNE-ISO/IEC 20000-3:2015 | Information technology. Service management. Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1 |
| BS ISO/IEC 30105-1:2016 | Information technology. IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes Process reference model (PRM) |
| PD ISO/IEC TR 20000-9:2015 | Information technology. Service management Guidance on the application of ISO/IEC 20000-1 to cloud services |
| 12/30257208 DC : DRAFT FEB 2012 | BS ISO/IEC 20000-3 - INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 3: GUIDANCE ON SCOPE DEFINITION AND APPLICABILITY OF ISO/IEC 20000-1 |
| 14/30213618 DC : 0 | BS ISO/IEC 27034-2 - INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - APPLICATION SECURITY - PART 2: ORGANIZATION NORMATIVE FRAMEWORK |
| ISO/IEC TR 20000-9:2015 | Information technology Service management Part 9: Guidance on the application of ISO/IEC 20000-1 to cloud services |
| CSA ISO/IEC 20000-2 : 2013 : R2017 | INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 2: GUIDANCE ON THE APPLICATION OF SERVICE MANAGEMENT SYSTEMS |
| ISO/IEC TR 20000-10:2015 | Information technology Service management Part 10: Concepts and terminology |
| ISO/IEC TR 90006:2013 | Information technology Guidelines for the application of ISO 9001:2008 to IT service management and its integration with ISO/IEC 20000-1:2011 |
| ISO/IEC 27034-2:2015 | Information technology Security techniques Application security Part 2: Organization normative framework |
| ISO/IEC TS 15504-8:2012 | Information technology Process assessment Part 8: An exemplar process assessment model for IT service management |
| BS ISO/IEC 30105-2:2016 | Information technology. IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes Process assessment model (PAM) |
| BS ISO/IEC 16350:2015 | Information technology. Systems and software engineering. Application management |
| CAN/CSA-ISO/IEC 27034-2:16 | Information technology Security techniques Application security Part 2: Organization normative framework (Adopted ISO/IEC 27034-2:2015, first edition, 2015-08-15) |
| IEEE 20000-2-2013 | IEEE Standard -- Adoption of ISO/IEC 20000-2:2012, Information technology -- Service management -- Part 2: Guidance on the application of service management systems |
| CSA ISO/IEC 20000-2:2013 | INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 2: GUIDANCE ON THE APPLICATION OF SERVICE MANAGEMENT SYSTEMS |
| CSA ISO/IEC TR 20000-5 : 2015 | INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 5: EXEMPLAR IMPLEMENTATION PLAN FOR ISO/IEC 20000-1 |
| ISO/IEC 30105-1:2016 | Information technology — IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 1: Process reference model (PRM) |
| ISO/IEC 20000-1:2011 | Information technology Service management Part 1: Service management system requirements |
| ISO/IEC 20000-3:2012 | Information technology Service management Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1 |
| ISO/IEC 20000-2:2012 | Information technology Service management Part 2: Guidance on the application of service management systems |
| ISO/IEC TR 20000-5:2013 | Information technology Service management Part 5: Exemplar implementation plan for ISO/IEC 20000-1 |
| INCITS/ISO/IEC 27013 : 2014 | INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - GUIDANCE ON THE INTEGRATED IMPLEMENTATION OF ISO/IEC 27001 AND ISO/IEC 20000-1 |
| CEI UNI ISO/IEC 20000-1 : 2012 | INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS |
| BS ISO/IEC 30105-4:2016 | Information technology. IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes Terms and concepts |
| PD ISO/IEC TS 33072:2016 | Information technology. Process assessment. Process capability assessment model for information security management |
| PD ISO/IEC TR 20000-10:2015 | Information technology. Service management Concepts and terminology |
| UNI CEI ISO/IEC 20000-1 : 2012 | INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS |
| ISO/IEC TR 20000-12:2016 | Information technology Service management Part 12: Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: CMMI-SVC |
| 11/30207802 DC : 0 | BS ISO/IEC 27013 - INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - GUIDELINES ON THE INTEGRATED IMPLEMENTATION OF ISO/IEC 27001 AND ISO/IEC 20000-1 |
| 13/30277600 DC : 0 | BS ISO 37500 - GUIDANCE ON OUTSOURCING |
| BS ISO/IEC 27034-1:2011 | Information technology. Security techniques. Application security Overview and concepts |
| BS ISO/IEC 27013:2015 | Information technology. Security techniques. Guidance on the integrated implementation of ISO/IEC 27001 and ISO/IEC 20000-1 |
| ISO/IEC 30105-4:2016 | Information technology — IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 4: Terms and concepts |
| BS ISO/IEC 20000-1:2011 | Information technology. Service management Service management system requirements |
| BS ISO/IEC 20000-3:2012 | Information technology. Service management Guidance on scope definition and applicability of ISO/IEC 20000-1 |
| ISO/IEC 30105-2:2016 | Information technology — IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 2: Process assessment model (PAM) |
| ISO/IEC 16350:2015 | Information technology Systems and software engineering Application management |
| CAN/CSA-ISO/IEC 30105-2:18 | Information technology — IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 2: Process assessment model (PAM) (Adopted ISO/IEC 30105-2:2016, first edition, 2016-11-15) |
| CAN/CSA-ISO/IEC 30105-4:18 | Information technology — IT Enabled Services- Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 4: Terms and concepts (Adopted ISO/IEC 30105-4:2016, first edition, 2016-11-15) |
| CAN/CSA-ISO/IEC TS 33072:18 | Information technology ? Process assessment ? Process capability assessment model for information security management (Adopted ISO/IEC TS 33072:2016, first edition, 2016-07-15, corrected version 2016-09-01) |
| CAN/CSA-ISO/IEC TR 20000-12:18 | Information technology — Service management — Part 12: Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: CMMI-SVC (Adopted ISO/IEC TR 20000-12:2016, first edition, 2016-10-01) |
| INCITS/ISO/IEC 27034-2:2015(R2023) | Information technology - Security techniques - Application security - Part 2: Organization normative framework |
| CAN/CSA-ISO/IEC 30105-1:18 | Information technology — IT Enabled Services- Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 1: Process reference model (PRM) (Adopted ISO/IEC 30105-1:2016, first edition, 2016-11-15) |
| ISO/IEC TR 24774:2010 | Systems and software engineering Life cycle management Guidelines for process description |
| AS/NZS ISO/IEC 20000.6:2019 | Information technology - Service management Requirements for bodies providing audit and certification of service management systems |
| ISO/IEC 15504-5:2012 | Information technology Process assessment Part 5: An exemplar software life cycle process assessment model |
| ISO/IEC 15504-3:2004 | Information technology Process assessment Part 3: Guidance on performing an assessment |
| ISO/IEC 15504-4:2004 | Information technology Process assessment Part 4: Guidance on use for process improvement and process capability determination |
| ISO/IEC TR 15504-6:2008 | Information technology Process assessment Part 6: An exemplar system life cycle process assessment model |
| ISO/IEC 15504-2:2003 | Information technology Process assessment Part 2: Performing an assessment |
| ISO/IEC 20000-1:2011 | Information technology Service management Part 1: Service management system requirements |
| ISO/IEC 15288:2008 | Systems and software engineering — System life cycle processes |
| ISO/IEC TR 15504-8:1998 | Information technology Software process assessment Part 8: Guide for use in determining supplier process capability |
| ISO/IEC 12207:2008 | Systems and software engineering — Software life cycle processes |
| ISO 9001:2015 | Quality management systems — Requirements |
| ISO 9000:2015 | Quality management systems — Fundamentals and vocabulary |
| ISO/IEC 15504-1:2004 | Information technology Process assessment Part 1: Concepts and vocabulary |
| ISO 10007:2017 | Quality management — Guidelines for configuration management |
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