Professional Documents
Culture Documents
A Brief History
1968 AQAP - Allied Quality Assurance Publication Military standards
1972 BS4891- A Guide to QA - British Standards Institute
1974 BS5179 - Guide to Operation & Evaluation of QA Systems
1979 BS5750 - Quality Systems
1987 ISO 9000 series (EN 29000 series, IS 14000 series)
1994 ISO 9001 upgraded
2000 ISO 9001 upgraded
2008 New amendment
Major Benefits
• Applicability to all product categories, in all sectors and to all sizes of organizations
• Simple to use, clear in language, readily translatable and easily understandable
• Significant reduction in amount or required documentation
• Connection of QMS to Organizational processes
• Provision of natural move towards improved organizational processes
• Greater orientation towards continual improvement and customer satisfaction
• Compatibility with other management systems such as ISO 14001
1 Scope
1.1 General
1.2 Application
2 Normative reference
5 Management responsibility
5.1 Management commitment
5.2 Customer focus
5.3 Quality policy
5.4 Planning
5.5 Responsibility, authority & communication
5.6 Management review
7 Product realization
7.1 Planning of product realization
7.2 Customer-related processes
7.3 Design and development
7.4 Purchasing
7.5 Production and service provision
7.6 Control of monitoring & measuring equipment
SEI History
Established in 1984: to Provide leadership in advancing the state of the practice of software engineering to
improve the quality of systems that depend on software
Process Programme focus: Capability Maturity Models
CMM-based assessments
Software process-definitions
Personal software process
Software engineering measurement and analysis
CMMI, integrating Software, Hardware and Systems Engineering
1 Performed
Service Desk
• Provide vital day-to-day contact between clients, users, IT services & third party support organizations
• Provide a single point of contact for all calls
• Facilitate the restoration of normal operational service with minimal business impact on the client within
agreed service levels and business priorities
• Generate reports and communicate
• Provide value to the organization
Configuration Management
• Provide information on the IT Infrastructure -
• to all other processes
• to IT Management
• Enable control of the infrastructure by monitoring and maintaining information on -
• all resources needed to deliver services
• Configuration Items status and history
• Configuration Item relationships
Incident Management
• Restore normal service operation as quickly as possible
• Minimize the adverse impact on business operations
• Ensure that best possible levels of service quality & availability are maintained according to SLA’s
Problem Management
• Minimize the adverse impact of incidents & problems on the business that are caused by errors within the IT
infrastructure
• Prevent the recurrence of incidents related to errors
• Improve productive use of resources
Change Management
• Ensure that standardized methods and procedures are used for efficient and prompt handling of all changes
• Implement approved changes efficiently, and with the acceptable risk to the existing and to the new IT services
Capacity Management
• Determine the right, cost justifiable, capacity of IT resources such that the Service Levels agreed upon are
achieved at the right time
Availability Management
• Predict, plan and manage the availability of services by ensuring that:
• all services are underpinned by sufficient, reliable and properly maintained CI’s
• where CIs are not supported internally there are appropriate contractual arrangements with third-party
suppliers
• changes are proposed to prevent future loss of services
7 : Relationship Processes
7.1 General
Relationship processes describes the two related aspects of Supplier Management and Business
Relationship Management
7.2 Business Relationship Management
To establish and maintain a good relationship between the service provider and the customer based on
understanding the customer and their business drivers.
7.3 Supplier Management
To manage suppliers to ensure the provision of seamless, quality services.
8 : Resolution Processes
8.1 Background
Incident and problem management are separate processes, although they are closely linked.
IT Quality Assurance MIM - Sem V Page: 15 of 19
8.2 Incident Management
To restore agreed service to the business as soon as possible or to respond to service requests
8.3 Problem Management
To minimize disruption to the business by proactive identification and analysis of the cause of
incidents and by managing problems to closure
9 : Control Processes
9.1 Configuration Management
To define and control the components of the service and infrastructure and maintain
configuration information.
9.2 Change Management
To ensure all changes are assessed, approved, implemented and reviewed in a controlled manner.
10 : Release Process
10.1 Release Management Process
To deliver, distribute and track one or more changes into the live environment.
Chain Reaction
Deming’s Philosophy
• Need for awakening to the crisis – followed by action
• Transformation can be achieved only by people – not by machines / automation
• Management plays a critical role in transformation
• The 14 points for management
– Provide a “Roadmap for Change" - for achieving improved quality and productivity
– Apply to all organizations – of any size
– Apply to all industries
• Main Themes
– Leadership and teamwork
– Long-term planning
– Focus on Quality instead of Costs
– Strive for Continual Improvement
Deming’s 14 Principles