BS IS0/IEC 29110-4-3:2018 BSl Standards Publication Imperial College London, Version corre Systems and software engineering Lifecycle profiles for very small entities (VSEs) Part 4-3: Service delivery - Profile specification bsi. BSIS0/IEC 29110-4-3:2018 BRITISH STANDARD National foreword This British Standard is the UK implementation of ISO/IEC 29110-4-3:2018. The UK participation in its preparation was entrusted to Technical Committee IST/15, Software and systems engineering. A list of organizations represented on this committee can be obtained on request to its secretary. This publication does not purport to include all the necessary provisions of a contract. Users are responsible for its correct application @ The British Standards Institution 2018 Published by BSI Standards Limited 2018 ISBN 978 0 580 91526 0 ICS 35.080 Compliance with a British Standard cannot confer immunity from legal obligations. This British Standard was published under the authority of the Standards Policy and Strategy Committee on 30 September 2018. Amendments/corrigenda issued since publication Date Textaffected BSIS0/IEC29110-4-3:2018 INTERNATIONAL ISO/IEC STANDARD 29110-4-3 First edition 2018-09 Systems and software engineering Lifecycle profiles for very small entities (VSEs) - Part 4-3: Service delivery Profile specification Ingénierie des systemes et du logiciel - Profils de cycle de vie pour tres petits organismes (TPO) Partie 4-3: Prestation de services Spécification de profil Reference number TEC IS0/IEC 29110-4-3:2018(E) os1 @ IS0/IEC 2018 BSIS0/IEC 29110-4-3:2018 IS0/IEC 29110-4-3:2018(E) , Imperial College London, Version correct as of 07/09/2018 Licensed copy: Imperial College , COPYRIGHT PROTECTED DOCUMENT @I 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 401 : Ch. de Blandonnet 8 CH-1214 Vernier, Geneva Phone: +41 22 749 01 11 Fax: +41 22 749 09 47 Email: [email protected] Website: www.iso.org Published in Switzerland ii @ IS0/IEC 2018 - All rights reserved BS IS0/IEC 29110-4-3:2018 IS0/IEC 29110-4-3:2018(E) Contents Page Foreword .iv Introduction .V 1 Scope. ..1 , Version correct as of 07/09/2018 1.1 Fields of application 1.2 Target audience 2 Normative references .1 3 Terms and definitions 4 Abbreviated terms .7 5 Conformance ..8 6 Work unit requirements for the Service Delivery profile .8 6.1 General .8 6.2 Governance (GO) process ..9 6.3 Service Control (cO) process. 10 6.4 Service Relationship (RE) process .10 6.5 Service Incident (IN) process. .10 Work product requirements for the Service Delivery profile ..11 Imperial College London, 7.1 General. 11 7.2 Governance (GO) work products 11 7.3 ServiceControl(co)workproducts .14 7.4 Service Relationship (RE) work products ..18 7.5 Service Incident (IN) work products ..19 Annex A (informative) Service Delivery requirements imported from base standards. ..21 Annex B (informative) Service Delivery Guidelines requirements traceability mapping ..49 Annex C (informative) Service delivery audit checklist ..61 Annex D (informative) Mapping of IS0/IEC 29110-4-3 to IS0/IEC 20000-1:2011 Licensed copy: Imperial College, Bibliography. ..67 @ IS0/IEC 2018 - All rights reserved ii BS IS0/IEC 29110-4-3:2018 IS0/IEC 29110-4-3:2018(E) Contents Page Foreword .iv Introduction .V 1 Scope. ..1 , Version correct as of 07/09/2018 1.1 Fields of application 1.2 Target audience 2 Normative references .1 3 Terms and definitions 4 Abbreviated terms .7 5 Conformance ..8 6 Work unit requirements for the Service Delivery profile .8 6.1 General .8 6.2 Governance (GO) process ..9 6.3 Ser