ISO/IEC TR 29110-5-3:2018 システムおよびソフトウェアエンジニアリング—超小規模エンティティ（VSE）のライフサイクルプロファイル—パート5-3：サービス提供ガイドライン | ページ 6

3.1

activity

set of cohesive tasks of a process

[SOURCE:ISO/IEC 29110-2-1:2015, 4.1]

3.2

agreement

mutual acknowledgement of terms and conditions under which a working relationship is conducted

[SOURCE:ISO/IEC 12207:2008, 4.4]

3.3

audit

systematic, independent, documented process for obtaining records, statements of fact or other relevant information and assessing them objectively, to determine the extent to which specified requirements are fulfilled

Note 1 to entry: Whilst “audit” applies to management systems, “assessment” applies to conformity assessment bodies as well as more generally.

[SOURCE:ISO/IEC 29110-1:2016, 3.7]

3.4

change

add, move, modify, removal of a configuration item (CI)

Note 1 to entry: Changes can be classified based on risk and impact to the organization; common types include pre-approved, emergency or normal.

3.5

configuration item

CI

item or aggregation of hardware, software or both that is designated for configuration management and treats as a single entity in the configuration management process

Note 1 to entry: Configuration items can vary widely in complexity, size and type, ranging from an entire system including all hardware, software and documentation, to a single module or a minor hardware component.

[SOURCE:ISO/IEC/IEEE 15288:2015, 4.1.14]

3.6

control manager

CM

role that approves/rejects change and manages change-related tasks such as testing and deployment

Note 1 to entry: This role may be combined with other roles and is a direct report (or shared role) with the Service Manager. If one person is appointed to the role, the person reports to the Service Manager for service matters and has the authority over change-related tasks.

3.7

customer

CUS

person or organization that could or does receive a product or a service that is intended for or required by this person or organization

Note 1 to entry: A customer can be internal or external to the organization.

[SOURCE:ISO 9000:2015, 3.2.4]

3.8

document

information and the medium on which it is contained

Note 1 to entry: The medium can be paper, magnetic, electronic or optical computer disc, photograph or master sample, or combination thereof.

Note 2 to entry: A set of documents, for example specifications and records, is frequently called “documentation”.

Note 3 to entry: Some requirements (e.g. the requirement to be readable) relate to all types of documents. However, there can be different requirements for specifications (e.g. the requirement to be revision controlled) and for records (e.g. the requirement to be retrievable).

[SOURCE:ISO 9000:2015, 3.8.5]

3.9

effectiveness

extent to which planned activities are realized and planned results are achieved

[SOURCE:ISO 9000:2015, 3.7.11, modified — Note 1 to entry has been removed.]

3.10

efficiency

relationship between the result achieved and the resources used

[SOURCE:ISO 9000:2015, 3.7.10]

3.11

external service provider

providing services commercially to external customers

3.12

governance

system of directing and controlling

[SOURCE:ISO/IEC 38500:2015, 2.8]

3.13

incident

anomalous or unexpected event, set of events, condition, or situation at any time during the life cycle of a project, product, service, or system

[SOURCE:ISO/IEC/IEEE 15288:2015, 4.1.21]

3.14

incident manager

IM

role that has authority over all incidents and manages incident-related tasks

Note 1 to entry: This role may be combined with other roles. This role is a direct report (or shared role) with the Service Manager. The person can also be responsible for a Service Desk, if one exists.

3.15

information security policy

document that states, in writing, how an organization plans to protect its physical and information technology assets

[SOURCE:ISO/TS 21547:2010, 3.2.25]

3.16

internal service provider

providing services internal to the VSE

3.17

lifecycle

evolution of a system, product, service, project or other human-made entity, from conception through retirement

[SOURCE:ISO/IEC/IEEE 15288:2015, 4.1.23]

3.18

management

MGT

coordinated activities to direct and control an organization

Note 1 to entry: Management can include establishing policies and objectives, and processes to achieve these objectives.

Note 2 to entry: The word “management” sometimes refers to people, i.e. a person or group of people with authority and responsibility for the conduct and control of an organization. When “management” is used in this sense, it should always be used with some form of qualifier to avoid confusion with the concept of “management” as a set of activities defined above. For example, “management shall.” is deprecated whereas “top management shall.” is acceptable. Otherwise different words should be adopted to convey the concept when related to people, e.g. managerial or managers.

[SOURCE:ISO 9000:2015, 3.3.3]

3.19

operator

individual or organization that performs the operations of a system

Note 1 to entry: The role of operator and the role of user can be vested, simultaneously or sequentially, in the same individual or organization.

Note 2 to entry: An individual operator combined with knowledge, skills and procedures can be considered as an element of the system.

Note 3 to entry: An operator may perform operations on a system that is operated, or of a system that is operated, depending on whether or not operating instructions are placed within the system boundary.

[SOURCE:ISO/IEC/IEEE 15288:2015, 4.1.26]

3.20

organization

person or a group of people that has its own functions responsibilities, authorities and relationships to achieve its objectives

[SOURCE:ISO 9000:2015, 3.2.1, modified — Notes 1 and 2 to entry have been removed.]

3.21

practitioner

pt

person or team performing the activities within one or more process areas

3.22

procedure

specified way to carry out an activity or a process

Note 1 to entry: Procedures can be documented or not.

[SOURCE:ISO 9000:2015, 3.4.5]

3.23

process

set of interrelated or interacting activities which transforms inputs into outputs to deliver an intended result

Note 1 to entry: Whether the “intended result” of a process is called output, product or service depends on the context of the reference.

Note 2 to entry: Inputs to a process are generally the outputs of other processes and outputs of a process are generally the inputs to other processes.

Note 3 to entry: Two or more interrelated and interacting processes in series can also be referred to as a process.

Note 4 to entry: Processes in an organization are generally planned and carried out under controlled conditions to add value.

[SOURCE:ISO 9000:2015, 3.4.1, modified — Notes 5 and 6 to entry have been removed.]

3.24

profile

set of one or more base standards and/or profiles, and where applicable, the identification of chosen classes, conforming subsets, options and parameters of those base standards, or standardized profiles necessary to accomplish a particular function

[SOURCE:ISO/IEC TR 10000-1:1998, 3.1.4, modified — article “a” has been removed from the beginning of the definition, “ISPs” has been replaced by “profiles” in the first instance, and in the second instance, “ISPs” has been replaced by “standardized profiles”.]

3.25

record

document stating results achieved or providing evidence of activities performed

[SOURCE:ISO 9000:2015, 3.8.10]

3.26

relationship manager

rm

role that develops and manages the customer and supplier interfaces as well as the service catalogue (3.28)

Note 1 to entry: This role may be combined with other roles. This role is a direct report (or shared role) with the Service Manager.

3.27

resource

asset that is utilized or consumed during the execution of a process

Note 1 to entry: Includes diverse entities such as funding, personnel, facilities, capital equipment, tools, and utilities such as power, water, fuel and communication infrastructures.

Note 2 to entry: Resources include those that are reusable, renewable or consumable.

[SOURCE:ISO/IEC 12207:2008, 4.3.7, modified — Notes 1 and 2 to entry added.]

3.28

service

performance of activities, work or duties

Note 1 to entry: A service is self-contained, coherent, discrete, and can be composed of other services.

Note 2 to entry: A service is generally an intangible product.

[SOURCE:ISO/IEC 15288:2015, 4.1.42]

3.29

service catalogue

documented information about services that an organization provides to its customers

3.30

service change request

formal procedure for submitting a request for an adjustment of a configuration item

[SOURCE:ISO/IEC TR 18018:2010, 3.5, modified — “service” has been added to the term.]

3.31

service delivery policy

formal, brief, and high-level statement that embraces an organization’s general beliefs, ethics, goals, and objectives of service(s)

3.32

service design

creation of a service solution(s); typically including the components which create the desired functionality, technology architecture that supports the components, the processes to support and manage the solution, the associated measures (internal performance or customer agreed measures), and the supply chain interfaces

3.33

service level agreement

SLA

documented agreement between a service provider and a customer that identifies services and service targets

Note 1 to entry: A service level agreement can also be established between the service provider and a supplier or an internal group or a customer acting as a supplier.

Note 2 to entry: A service level agreement can be included in a contract or another type of documented agreement.

[SOURCE:ISO/IEC 20000-10:2013, 2.29]

3.34

service manager

sm

role that directly oversees the delivery of services and provides leadership and direction; has decision-making authority on all activities; is a direct report or peer to the highest level of the organization

Note 1 to entry: The service manager may have more than one role in the delivery of services (assign the responsibilities of the Control Manager and Service Manager to the same individual).

3.35

stakeholder

individual or organization having a right, share, claim, or interest in a system or in its possession of characteristics that meet their needs and expectations

[SOURCE:ISO/IEC/IEEE 15288:2015, 4.1.44, modified — Note 1 to entry has been removed.]

3.36

supplier

SUP

organization or an individual that enters into an agreement with the acquirer for the supply of a product or service

Note 1 to entry: Other terms commonly used for supplier are contractor, producer, seller or vendor.

Note 2 to entry: The acquirer and the supplier sometimes are part of the same organization.

[SOURCE:ISO/IEC/IEEE 15288:2015, 4.1.45]

3.37

system

combination of interacting elements organized to achieve one or more stated purposes

Note 1 to entry: A system may be considered as a product or as the services it provides.

Note 2 to entry: In practice, the interpretation of its meaning is frequently clarified by the use of an associative noun, e.g. aircraft system. Alternatively, the word “system” may be substituted simply by a context-dependent synonym, e.g. aircraft, though this may then obscure a system principles perspective.

[SOURCE:ISO/IEC/IEEE 15288:2015, 4.1.46, modified — Note 3 to entry has been removed.]

3.38

top management

person or group of people who directs and controls an organization at the highest level

Note 1 to entry: Top management has the power to delegate authority and provide resources within the organization.

Note 2 to entry: If the scope of the management system covers only part of an organization, then top management refers to those who direct and control that part of the organization.

Note 3 to entry: This definition is only included to support wording used in quoted definitions; with 25 or less people in a VSE, the concept of top management may not be applicable.

[SOURCE:ISO 9000:2015, 3.1.1, modified — Note 3 to entry has been replaced.]

3.39

vital business service

service that is critical to the success of the business