CSA Group 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)

Standards development within the Information Technology sector is harmonized with international standards development. Through the CSA Technical Committee on Information Technology (TCIT), Canadians serve as the SCC Mirror Committee (SMC) on ISO/IEC Joint Technical Committee 1 on Information Technology (ISO/IEC JTC1) for the Standards Council of Canada (SCC), the ISO member body for Canada and sponsor of the Canadian National Committee of the IEC. Also, as a member of the International Telecommunication Union (ITU), Canada participates in the International Telegraph and Telephone Consultative Committee (ITU-T).  Scope This document provides guidance on the relationship between ISO/IEC 20000-1:2011 and CMMI-SVC V1.3 (through Maturity Level 3). Service providers can refer to this guidance as a cross-reference between the two documents to help them to plan and implement an SMS. An organization employing the practices in the indicated CMMI-SVC process areas can conform to many of the associated ISO/IEC 20000-1 requirements.  The guidance in Clause 4 describes how CMMI-SVC can support the demonstration of conformity to ISO/IEC 20000-1:2011. A description of the purpose and content of both publications in 4.1 and 4.2 is followed by Clause 5, which relates process areas in CMMI-SVC to clauses in ISO/IEC 20000-1:2011. The tables in Annexes A and B relate terms, clauses, and paragraphs in ISO/IEC 20000-1:2011 to CMMISVC. Table B.1 is a simplified summary of the correlation seen in Table 3 for those readers who want an overview. The tables indicate those aspects of ISO/IEC 20000-1:2011 and CMMI-SVC that represent the greatest link between the two sets of documents, from the perspective of a service provider.  This document can be used by any organization or person who wishes to understand how CMMI-SVC can be used with ISO/IEC 20000-1:2011, including the following:  a) a service provider that intends to demonstrate conformity to the requirements of ISO/IEC 20000-1:2011 and is seeking guidance on the use of CMMI-SVC to establish and maintain the SMS and the services;  b) a service provider that has demonstrated conformity to the requirements of ISO/IEC 20000-1:2011 and is seeking guidance on ways to use CMMI-SVC to improve the SMS and the services;  c) a service provider that already uses CMMI-SVC and is seeking guidance on how CMMI-SVC can be used to support efforts to demonstrate conformity to the requirements specified in ISO/IEC 20000-1:2011;  d) an appraiser or assessor who wishes to understand the use of CMMI-SVC as support for the requirements specified in ISO/IEC 20000-1:2011.  This document can also be used with the other parts of the ISO/IEC 20000 series.