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 systemes et du logiciel - Profils de cycle de vie pour tres petits organismes (TPO) - Partie 5-3: Lignes directices de prestation des services Reference number EC ISO/IEC TR 29110-5-3:2018(E) Copyright International Organization for Standardization @ IS0/IEC 2018 ACKEY, MA out license from IHS IS0/IEC TR 29110-5-3:2018(E) COPYRIGHTPROTECTEDDOCUMENT @IS0/IEC2018 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 40i : Ch. de Blandonnet 8 CH-1214 Vernier, Geneva, Switzerland Tel.+41227490111 Fax +41 22 749 09 47 [email protected] www.iso.org Published in Switzerland @ IS0/IEC 2018 - All rights reserved ical Univ/5926867100, User=JACKEY, MA or networking pemited without license from IHS IS0/IEC TR 29110-5-3:2018(E) Contents Page Foreword ..V Introduction. ...vi 1 Scope.. 1.1 Fields of application .1 1.2 Target audience. 1 2 Normative references .1 3 Terms and definitions. 4 Abbreviated terms and process structure ..8 4.1 Abbreviated terms.. 4.2 Convention... 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. 7 Service Control process (co) ..14 7.1 Introduction .14 7.2 co purpose. ..15 7.3 COobjectives ..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 Service incident process (IN) .22 9 9.1 Introduction .22 9.2 IN purpose. 22 9.3 IN objectives. 22 9.4 IN diagram. .22 9.5 .22 IN activities. 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 Copyrintntematonal OrS6Efa18- All rights reserved iii ACKEY,MA No reproduction or networking permitted without license from IHS