TECHNICAL ISO/IEC TR REPORT 29110-5-3 First edition 2018-01 Systems and software engineering Lifecycle profiles for Very Small Entities (VSEs) 一 Part 5-3: Service delivery guidelines Ingénieriedessystemesetdu logiciel-Profilsdecycledeviepour trespetitsorganismes (TPO)- Partie 5-3: Lignes directices de prestation des services Reference number IS0/IEC TR 29110-5-3:2018(E) IEC ISO @IS0/IEC2018 IS0/IECTR29110-5-3:2018(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 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. +41 22 749 01 11 Fax +41 22 749 09 47 [email protected] www.iso.org Published in Switzerland ii IS0/IEC2018-Allrightsreserved IS0/IECTR29110-5-3:2018(E) Contents Page Foreword V Introduction vi 1 Scope 1 1.1 Fields ofapplication 1 1.2 Target audience. 1 2 Normativereferences. 3 Terms and definitions. .1 4 Abbreviated terms and process structure .8 4.1 Abbreviated terms 8 4.2 Convention... 8 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 GOpurpose 10 6.3 GO objectives 11 6.4 GO diagram. 11 6.5 GO activities. 11 GO.1 Define the scope of the activity and required roles .12 6.5.1 6.5.2 Go.2Defineand implement thegovernance structure .13 6.5.3 GO.3Manage resources includingdocumentation. 14 6.5.4 GO.4 Complete reporting and improvement activities 14 .14 7 Service Control process (co) 7.1 Introduction 14 7.2 co purpose. .15 7.3 co objectives 15 7.4 co diagram. 15 7.5 COactivities 16 7.5.1 Co.1Managechangeto 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 19 Introduction 8.2 RE purpose. 19 8.3 REobjectives 20 8.4 RE diagram. 20 8.5 .20 REactivities 8.5.1 RE.1Createand/ormaintaina suitableservicecatalogue 20 8.5.2 RE.2Establish and manageagreements withcustomers andsuppliers 21 Service incident process (IN) .22 9 9.1 Introduction .22 9.2 IN purpose. .22 22 9.3 IN objectives 9.4 IN diagram 22 9.5 IN activities. 9.5.1 .22 IN.1Prevent incidents 9.5.2 IN.2 Manage incidents .24 10 ServiceDelivery roles .24 11 ServiceDeliveryWorkProductDescription .27 iii IS0/IEC 2018-Allrights reserved