ISO/IEC TECHNICAL TR REPORT 20000-4 First edition 2010-12-01 Information technology Service management Part 4: Process reference model Technologies de I'information - Gestion des services Partie 4: Modele de reférence de processus Reference number ISO/IEC TR 20000-4:2010(E) IEC @ISO/IEC 2010 Copyright International Organization for Standardization ISO/IEC TR 20000-4:2010(E) PDF disclaimer This PDF file may contain embedded typefaces. In accordance with Adobe's licensing policy, this file may be printed or viewed but shall not be edited unless the typefaces which are embedded are licensed to and installed on the computer performing the editing. In accepts no liability in this area. Adobe is a trademark of Adobe Systems Incorporated. Details of the software products used to create this PDF file can be found in the General Info relative to the file; the PDF-creation parameters were optimized for printing. Every care has been taken to ensure that the file is suitable for use by IsO member bodies. In COPYRIGHT PROTECTED DOCUMENT @ISO/IEC 2010 All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying and microfilm, without permission in writing from either Iso at the address below or IsO's member body in the country of the requester. ISO copyright office Case postale 56 : CH-1211 Geneva 20 Tel. + 41 22 749 01 11 Fax + 41 22 749 09 47 E-mail [email protected] Web www.iso.org Published in Switzerland @ ISO/IEC 2010 -All rights reserved Copyright International Organization for Standardization ISO/IEC TR 20000-4:2010(E) Contents Page Foreword. .iv Introduction 1 Scope 2 Normative references. 3 Terms and definitions . 4 Overview of the PRM... 5 Process descriptions .. 5.1 General 5.2 Audit. 5.3 5.4 Business relationship management.... 5.5 Capacity management ... 5.6 Change management ... 5.7 Configuration management. 5.8 Human resource management... 5.9 Improvement .. 5.10 5.11 Information item management ... .9 5.12 Information security management... 5.13 Management review ..... 5.14 Measurement ... 5.15 Organizational management . 5.16 Problem management.. 13 5.17 Release and deployment management. 13 5.18 Risk management.. 14 5.19 Service continuity and availability management . 14 5.20 15 5.21 Service level management ........ 15 5.22 Service planning and monitoring ... 5.23 Service reporting .. 17 5.24 Service requirements. 17 5.25 Service transition .... 5.26 SMS establishment and maintenance .. 19 5.27 Supplier management.... 20 Annex A (informative) Statement of conformity to ISO/lEc 15504-2 21 Bibliography... 23 Figures Figure 1 Relationships between relevant documents.. Figure 2 Processes in the process reference model . ii Copyright International Organization for standardization All rights reserved ISO/IEC TR 20000-4:2010(E) 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. International Standards are drafted in accordance with the rules given in the ISO/lEC Directives, Part 2. The main task of the joint technical committee is to prepare International Standards. Draft International Standards adopted by the joint technical committee are circulated to national bodies for voting. Publication as an International Standard requires approv