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ISO/IEC 20000-1:2018

Information technology - Service management - Part 1: Service management system requirements

This document specifies requirements for an organization to establish, implement, maintain and continually improve a service management system (SMS). The requirements specified in this document include the planning, design, transition, delivery and improvement of services to meet the service requirements and deliver value. This document can be used by: a) a customer seeking services and requiring assurance regarding the quality of those services; b) a customer requiring a consistent approach to the service lifecycle by all its service providers, including those in a supply chain; c) an organization to demonstrate its capability for the planning, design, transition, delivery and improvement of services; d) an organization to monitor, measure and review its SMS and the services; e) an organization to improve the planning, design, transition, delivery and improvement of services through effective implementation and operation of an SMS; f) an organization or other party performing conformity assessments against the requirements specified in this document; g) a provider of training or advice in service management. The term service as used in this document refers to the service or services in the scope of the SMS. The term organization as used in this document refers to the organization in the scope of the SMS that manages and delivers services to customers. The organization in the scope of the SMS can be part of a larger organization, for example, a department of a large corporation. An organization or part of an organization that manages and delivers a service or services to internal or external customers can also be known as a service provider. Any use of the terms service or organization with a different intent is distinguished clearly in this document.


ISO/IEC 20000-2:2012

Information technology - Service management - Part 2: Guidance on the application of service management systems

ISO/IEC 20000-2:2012 provides guidance on the application of service management systems (SMS) based on the requirements in ISO/IEC 20000-1. ISO/IEC 20000-2:2012 enables organizations and individuals to interpret ISO/IEC 20000-1 more accurately, and therefore to use it more effectively. The guidance includes examples and suggestions to enable organizations to interpret and apply ISO/IEC 20000-1, including references to other parts of ISO/IEC 20000 and other relevant standards. This includes guidance on the use of an SMS for the planning, design, transition, delivery and improvement of the SMS and services. At a minimum this includes service management policies, objectives, plans, service management processes, process interfaces, documentation and resources. The SMS provides ongoing control, greater effectiveness, efficiency and opportunities for continual improvement of service management and of services. It enables an organization to work effectively with a shared vision.


ISO/IEC 20000-3:2012

Information technology - Service management - Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1

ISO/IEC 20000-3:2012 is useful for service providers, consultants and assessors. It includes practical guidance on scope definition, applicability and demonstration of conformity to the requirements in ISO/IEC 20000-1. Guidance on the different types of conformity assessment and assessment standards is included. Although the requirements in ISO/IEC 20000-1 do not change with organizational structure, technology or service, operating the processes in a particular service environment will result in specific skill, tool and information requirements. Service management processes can cross many organizational, legal and national boundaries as well as different time zones. Service providers can provide a range of services to several different types of customers, both internal and external. Service providers can also depend on a complex supply chain for the delivery of services. This dependency can make the agreement and application of scope a complex stage in the service provider's use of ISO/IEC 20000-1. ISO/IEC 20000-3:2012 will assist in establishing if ISO/IEC 20000-1 is applicable to a service provider's circumstances. It illustrates how the scope of an SMS can be defined, irrespective of whether the reader has experience of defining the scope of other management systems. The guidance takes the form of practical examples, typical scenarios and recommendations. ISO/IEC 20000-3:2012 also assists in planning service improvements and in preparation for a conformity assessment against ISO/IEC 20000-1. It supplements the guidance on the application of ISO/IEC 20000-1 given in ISO/IEC 20000-2.


ISO/IEC TR 20000-4:2010

Information technology - Service management - Part 4: Process reference model

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.


ISO/IEC TR 15443-2:2012

Information technology - Security techniques - Security assurance framework - Part 2: Analysis

ISO/IEC TR 15443-2:2012 builds on the concepts presented in ISO/IEC TR 15443-1. It provides a discussion of the attributes of security assurance conformity assessment methods that contribute towards making assurance claims and providing assurance evidence to fulfil meeting the assurance requirements for a deliverable. ISO/IEC TR 15443-2:2012 proposes criteria for comparing and analysing different SACA methods. The reader is cautioned that the methods used as examples in ISO/IEC TR 15443-2:2012 are considered to represent popularly used methods at the time of its writing. New methods may appear, and modification or withdrawal of the methods cited may occur. It is intended that the criteria can be used to describe and compare any SACA method whatever its provenance.


ISO/IEC TS 33030:2017

Information technology - Process assessment - An exemplar documented assessment process

ISO/IEC TS 33030:2017 contains an exemplar documented assessment process, and serves as guidance on the nature of activities required by this document. The content of this exemplar contains the minimum elements of a documented assessment process applicable for performing all classes of assessments as defined in ISO/IEC 33002. See also Annex B. ISO/IEC TS 33030:2017 is suitable for all classes of assessments defined in ISO/IEC 33002. This exemplar includes the activities by describing the tasks, inputs, outputs and the assessment-related roles and responsibilities. This description implicitly contains other elements that could comprise the process, like purpose, initial/end conditions, additional supporting roles/responsibilities or necessary resources. While this exemplar contains all of the activities that are considered to be required for a process assessment, it is the case that variation exists in individual process assessments, and therefore, some degree of tailoring of this assessment process could be required. Tailoring of the assessment process is permitted, though it is the responsibility of the Lead Assessor and it would need to be conformant to the requirements of ISO/IEC 33002. ISO/IEC TS 33030:2017 is not intended for use in performing organizational maturity assessments.


ISO/IEC 15291:1999

Information technology -- Programming languages -- Ada Semantic Interface Specification (ASIS)

The Ada Semantic Interface Specification (ASIS) is an interface between an Ada environment (as defined by ISO/IEC 8652:1995) and any tool requiring information from this environment. An Ada environment includes valuable semantic and syntactic information. ASIS is an open and published callable interface which gives CASE tool and application developers access to this information. ASIS has been designed to be independent of underlying Ada environment implementations, thus supporting portability of software engineering tools while relieving tool developers from needing to understand the complexities of an Ada environment's proprietary internal representation. Examples of tools that benefit from the ASIS interface include: automated code monitors, browsers, call tree tools, code reformators, coding standards compliance tools, correctness verifiers, debuggers, dependency tree analysis tools, design tools, document generators, metrics tools, quality assessment tools, reverse engineering tools, re-engineering tools, safety and security tools, style checkers, test tools, timing estimators, and translators. This International Standard specifies the form and meaning of the ASIS interface to the Ada compilation environment. This International Standard is applicable to tools and applications needing syntactic and semantic information in the Ada compilation environment. Extent This International Standard specifies: The form of the ASIS interface; Sequencing of ASIS calls; The permissible variations within this International Standard, and the manner in which they are to be documented; Those violations of this International Standard that a conforming implementation is required to detect, and the effect of attempting to execute a program containing such violations; This International Standard does not specify: Semantics of the interface in the face of simultaneous updates to the Ada compilation environment. Semantics of the interface for more than one thread of control. Structure This International Standard contains twenty-three clauses and four annexes. Clause 1 is general in nature providing the scope of this International Standard, normative references, and definitions. Clause 2 identifies the ASIS technical concepts. Here the Ada compilation environment to which ASIS interfaces is described. The concept of queries is presented. The ASIS package architecture is presented. The packages that comprise the ASIS International Standard are provided in Clauses 3 through 23. These packages are provided in the correct compilation order and when presented in electronic format are compilable. Clause 3 package Asis Clause 4 package Asis.Errors Clause 5 package Asis.Exceptions Clause 6 package Asis.Implementation Clause 7 package Asis.Implementation.Permissions Clause 8 package Asis.Ada_Environments Clause 9 package Asis.Ada_Environments.Containers Clause 10 package Asis.Compilation_Units Clause 11 package Asis.Compilation_Units.Times Clause 12 package Asis.Compilation_Units.Relations Clause 13 package Asis.Elements Clause 14 package Asis.Iterator Clause 15 package Asis.Declarations Clause 16 package Asis.Definitions Clause 17 package Asis.Expressions Clause 18 package Asis.Statements Clause 19 package Asis.Clauses Clause 21 package Asis.Ids Clause 22 package Asis.Data_Decomposition (optional package) Clause 23 package Asis.Data_Decomposition.Portable_Transfer The following annexes are informative: Annex A: Glossary Annex B: ASIS Application Examples Annex C: Miscellaneous ASIS I/O and IDL Approaches Annex D: Rationale The major package interfaces visible to ASIS users are identified as clauses facilitating access from the table of contents. The ASIS interface is compilable. Consequently, Sentinels have been used to mark portions of the ASIS text with comments appropriate to an ASIS implementor and an ASIS user. The sentinels and their meanings are: --|ER (Element Reference) These comments mark an element kind reference which acts as a header for those queries that work on this element kind. --|CR (Child Reference) These sentinel comments follow sentinel comments marking element references (--ER) and reference child element queries that decompose the element into its children. --|AN (Application Note) These comments describe suggested uses, further analysis, or other notes of interest to ASIS applications. --|IP (Implementation Permissions) These comments describe permissions given an implementor when implementing the associated type or query. --|IR (Implementation Requirements) These comments describe additional requirements for conforming implementations. Conformity with this International Standard Implementation conformance requirements An ASIS implementation includes all the hardware and software that implements the ASIS specification for a given Ada implementation and that provides the functionality required by the ASIS specification. An ASIS implementor is a company, institution, or other group (such as a vendor) who develops an ASIS implementation. A conforming ASIS implementation shall meet all of the following criteria: The system shall support all required interfaces defined within this International Standard. These interfaces shall support the functional behavior described herein. All interfaces in the ASIS specification are required unless the interface is specifically identified as being optional. The ASIS specification defines one optional package: Asis.Data_Decomposition. Asis.Data_Decomposition has one child package, Asis.Data_Decomposition.Portable_Transfer. The system may provide additional facilities not required by this International Standard. Extensions are non-standard facilities (e.g., other library units, non-standard children of standard ASIS library units, subprograms, etc.) which provide additional information from ASIS types, or modify the behavior of otherwise standard ASIS facilities to provide alternative or additional functionality. Nonstandard extensions shall be identified as such in the system documentation. Nonstandard extensions, when used by an application, may change the behavior of functions or facilities defined by this International Standard. The conformance document shall define an environment in which an application can be run with the behavior specified by this International Standard. In no case except package name conflicts shall such an environment require modification of a Basic Conforming or Fully Conforming ASIS Application. An implementation shall not change package specifications in this International Standard except by: Adding with clauses, pragmas, representation specifications, comments, and allowable pragmas. Allowable pragmas are those which do not change the semantics of the interface (e.g., List, Optimize, Page). Replacing instances of the words implementation-defined with appropriate value(s). Adding or changing private parts. Making any other changes that are lexically transparent to Ada compilers. An ASIS implementation shall not raise Program_Error on elaboration of an ASIS package, or on execution of an ASIS subprogram, due to elaboration order dependencies in the ASIS implementation. Except as explicitly provided for in this International Standard, Standard.Storage_Error is the only exception that should be raised by operations declared in this International Standard. When executed, an implementation of this International Standard shall not be erroneous, as defined by ISO/IEC 8652:1995. Implementation conformance documentation A conformance document shall be available for an implementation claiming conformance to this International Standard. The conformance document shall have the same structure as this International Standard, with the information presented in the equivalently numbered clauses, and subclauses. The conformance document shall not contain information about extended facilities or capabilities outside the scope of this International Standard. The conformance document shall contain a statement that indicates the full name, number, and date of the International Standard that applies. The conformance document may also list software standards approved by ISO/IEC or any ISO/IEC member body that are available for use by a Basic or Fully Conforming ASIS Application. Applicable characteristics whose documentation is required by one of these standards, or by standards of government bodies, may also be included. The conformance document shall describe the behavior of the implementation for all implementation-defined features defined in this International Standard. This requirement shall be met by listing these features and providing either a specific reference to the system documentation or providing full syntax and semantics of these features. The conformance document shall specify the behavior of the implementation for those features where this International Standard states that implementations may vary. No specifications other than those described in this subclause shall be present in the conformance document. The phrase shall be documented in this International Standard means that documentation of the feature shall appear in the conformance document, as described previously, unless the system documentation is explicitly mentioned. The system documentation should also contain the information found in the conformance document. Implementation conformance categories An implementation is required to define all of the subprograms for all of the operations defined in this International Standard, including those whose implementation is optional. Required functionality is the subset of ASIS facilities which are not explicitly identified in the ASIS standard as optional. Optional functionality is the subset of ASIS facilities which are explicitly identified in the ASIS standard as optional which may legitimately be omitted from a Basic Conforming ASIS implementation. Optional interfaces shall be included in any Fully Conforming ASIS implementation, unless stated otherwise in the ASIS specification. An application that accesses an Ada environment's semantic tree (e.g., Diana Tree) directly using work-arounds is not considered to be a conformant application. All Conforming Applications fall within one of the categories defined below. If an unimplemented feature is used, the exception Asis.ASIS_Failed shall be raised and Asis.Implementation_Status shall return the value for Error_Kinds of Not_Implemented_Error. There are four categories of conforming ASIS implementations: Basic conforming ASIS implementation A Basic Conforming ASIS Implementation is an ASIS implementation supporting all required interfaces defined within this International Standard. Fully conforming ASIS implementation A Fully Conforming ASIS Implementation is an ASIS implementation supporting all required and all optional interfaces defined within this International Standard. Basic conforming ASIS implementation using extensions A Basic Conforming ASIS Implementation Using Extensions is an ASIS implementation that differs from a Basic Conforming ASIS Implementation only in that it uses nonstandard extensions that are consistent with this International Standard. Such an implementation shall fully document its extended facilities, in addition to the documentation required for a Basic Conforming ASIS Implementation. Fully conforming ASIS implementation using extensions A Fully Conforming ASIS Implementation Using Extensions is an ASIS implementation that differs from a Fully Conforming ASIS Implementation only in that it uses nonstandard extensions that are consistent with this International Standard. Such an implementation shall fully document its extended facilities, in addition to the documentation required for a Fully Conforming ASIS Implementation. Application conformance categories An ASIS application is any programming system or any set of software components making use of ASIS queries to obtain information about any set of Ada components. All ASIS applications claiming conformance to this International Standard shall use a Conforming ASIS Implementation with or without extensions. Basic conforming ASIS application A Basic Conforming ASIS Application is an application that only uses the required facilities defined within this International Standard. It shall be portable to any Conforming ASIS Implementation. Fully conforming ASIS application A Fully Conforming ASIS Application is an application that only uses the required facilities and the optional facilities defined within this International Standard. It shall be portable to any Fully Conforming ASIS Implementation. Basic conforming ASIS application using extensions A Basic Conforming ASIS Application Using Extensions is an application that differs from a Basic Conforming ASIS Application only in that it uses nonstandard, implementation provided, extended facilities that are consistent with this International Standard. Such an application should fully document its requirements for these extended facilities. A Basic Conforming ASIS Application Using Extensions may or may not be portable to other Basic or Fully Conforming ASIS Implementation Using Extensions. Fully conforming ASIS application using extensions A Fully Conforming ASIS Application Using Extensions is an application that differs from a Fully Conforming ASIS Application only in that it uses nonstandard, implementation provided, extended facilities that are consistent with this International Standard. Such an application should fully document its requirements for these extended facilities. A Fully Conforming ASIS Application Using Extensions may or may not be portable to other Fully Conforming ASIS Implementation Using Extensions. Implementation permissions The ASIS Application Program Interface (API) may be implemented through a variety of approaches. Approaches permitted by this International Standard are based on the traditional approach and the client /server approach. These implementation permissions are depicted in Figure 1 and described below: Traditional approach (permission 1) Traditionally, the ASIS API implementation is intended to execute on the node containing the implementor's Ada software engineering environment and the desired Ada compilation environment. Because the ASIS API interfaces directly, ASIS performs at its best. It is expected that most ASIS implementors will support this approach as it requires little additional effort when alternative approaches are supported. In Figure 1, the client tool using Permission 1 uses the ASIS specification exactly as specified in this International Standard. ASIS tools and applications are compiled in the implementor's environment. Client / server approach (permission 2) As an alternative, a client / server approach can be used to implement the ASIS API. Here the ASIS API is supported by a server; ASIS client tools can request ASIS services within the supported network. Figure 1 identifies four ASIS client tools using permission 2 capable of interfacing with an ASIS Object Request Broker (ORB) server. One client tool is written in Ada, one in Java, one in C++, and one in Smalltalk. The ORB serves as a broker between the client and server on a network consisting of many nodes. Server location and services are registered with the ORB. A client needing the services interfaces with the ORB, who brokers the needed server interface information. The interface between a client and server is written as an interface specification in the Interface Definition Language (IDL). IDL is very different from most computer languages; when IDL is compiled, the interface specification is produced in either Ada, Java, C++, or Smalltalk. In addition, the necessary artifacts are produced to register the client or server interface with the ORB. Distributed traditional approach (permission 3) The Ada specification created by the compilation of this ASIS API in IDL is semantically equivalent to this ASIS standard, but not syntactically identical. An ASIS Client tool written in Ada interfaces to the ASIS API as specified in this International Standard. As shown in Figure 1, the ASIS API encapsulates the ASIS ORB client as generated from the compilation of the ASIS IDL into Ada. Client tools using either permission 1 or permission 3 are, most likely, identical. Client tools developed using permission 3 can be developed as plug and play. ASIS dynamic client approach (permission 4) In addition to using traditional compiled tools through the client / server interface, ORBs can provide a Dynamic Interface Invocation (DII) capability where rather general purpose tools can access the interface dynamically. Shown in Figure 1, such a tool behaves more like a browser. It accesses the ASIS IDL as registered with the server and browses through the services provided by the ASIS interface. Use of this capability with ASIS is extremely cumbersome and manually intensive. However, this provides a user access to information across the interface that had not been preprogrammed by a tool. Classification of errors ASIS reports all operational errors by raising an exception. Whenever an ASIS implementation raises one of the exceptions declared in package Asis.Exceptions, it will previously have set the values returned by the Status and Diagnosis queries to indicate the cause of the error. The possible values for Status are indicated here along with suggestions for the associated contents of the Diagnosis string. ASIS applications are encouraged to follow this same convention whenever they explicitly raise any ASIS exception to always record a Status and Diagnosis prior to raising the exception. Values of errors along with their general meanings are: Not_An_Error -- No error is presently recorded Value_Error -- Routine argument value invalid Initialization_Error -- ASIS is uninitialized Environment_Error -- ASIS could not initialize Parameter_Error -- Bad Parameter given to Initialize Capacity_Error -- Implementation overloaded Name_Error -- Context/unit not found Use_Error -- Context/unit not use/open-able Data_Error -- Context/unit bad/invalid/corrupt Text_Error -- The program text cannot be located Storage_Error -- Storage_Error suppressed Obsolete_Reference_Error -- Semantic reference is obsolete Unhandled_Exception_Error -- Unexpected exception suppressed Not_Implemented_Error -- Functionality not implemented Internal_Error -- Implementation internal failure Diagnostic messages may be more specific. A set of exceptions shall be raised for the following circumstances: ASIS_Inappropriate_Context - Raised when ASIS is passed a Context value that is not appropriate for the operation. This exception typically indicates that a user error has occurred within the application. ASIS_Inappropriate_Compilation_Unit - Raised when ASIS is passed a Compilation_Unit value that is not appropriate. This exception typically indicates that a user error has occurred within the application. ASIS_Inappropriate_Element - Raised when ASIS is given an Element value that is not appropriate. This exception typically indicates that a user error has occurred within the application. ASIS_Inappropriate_Line - Raised when ASIS is given a Line value that is not appropriate. ASIS_Failed - All ASIS routines may raise ASIS_Failed whenever they cannot normally complete their operation. This exception typically indicates a failure of the underlying ASIS implementation. This is a catch-all exception that is raised for different reasons in different ASIS implementations.


ISO/IEC 18009:1999

Information technology -- Programming languages -- Ada: Conformity assessment of a language processor

This International Standard establishes requirements for certifying an assessment that an Ada language processor conforms to the requirements of the Ada language standard, ISO/IEC 8652. It places requirements on the organization that performs the assessment, the assessment procedures, and the test suite used in the assessment. Finally, it places requirements on the form for the certificate of conformity. This International Standard concerns only the assessment of conformity to the language requirements of ISO/IEC 8652. It does not concern the assessment of any other characteristics of a language processor or of the construction process used by the manufacturer of the language processor. This International Standard is intended to be primarily suitable for use by a third party authority although portions of it may also be applied by a supplier (first party) or by a user or purchaser (second party). An Ada language processor may be claimed to conform to the requirements of ISO/IEC 8652 regardless of the application of this International Standard. This International Standard prescribes the method for obtaining a certification that an Ada language processor conforms to ISO/IEC 8652. Customers desiring to acquire a language processor certified as conforming should explicitly require that certification by citing this International Standard. Certification should not be construed as guaranteeing that the certified product is free of non-conformities or defects; it only certifies that no evidence of non-conformity was found during the certification process.


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 TR 90006:2013 provides guidelines for the application of ISO 9001:2008 to service management for IT services. Examples provided in the guidelines are for service management of IT services. Additionally, ISO/IEC TR 90006:2013 provides guidelines for the alignment and integration of a QMS and SMS in organizations where services are being delivered to internal or external customers. The guidelines about integration provided can be applicable to a scope including IT services and other non-IT services as required. ISO/IEC TR 90006:2013 provides a comparison of the requirements of ISO 9001:2008 and ISO/IEC 20000-1:2011. It highlights those areas where there is the greatest similarity between the two management systems, and where there are differences between the two. ISO/IEC TR 90006:2013 cites and explains the requirements of ISO 9001:2008 in its application to service management and its integration with ISO/IEC 20000-1:2011, but does not add to or otherwise change the requirements of ISO 9001 or ISO/IEC 20000-1. The guidelines provided in ISO/IEC TR 90006:2013 are not intended to be used as criteria for conformity assessments or audits. ISO/IEC TR 90006:2013 can apply to organizations of all sizes, sectors, and types with different organizational forms or business models. ISO/IEC TR 90006:2013 can be used by: auditors and assessors looking for guidelines on audits for ISO 9001:2008 with a scope that includes services and service management; auditors and assessors looking for guidelines on integrated audits for ISO 9001:2008 and ISO/IEC 20000-1:2011 with a scope that includes services and service management; organizations implementing a QMS with a scope that includes services and service management; organizations implementing an integrated management system using the requirements of ISO 9001:2008 and ISO/IEC 20000-1:2011.


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