信息技术—服务管理（第一版）.docVIP

信息技术—服务管理（第一版） PAGE 19 ISO/IEC 20000-1:2005(E) 第一版 2005-12-15 信息技术—服务管理— 第一部分：规范 Reference number ISO/IEC 20000-1:2005(E) 信息技术服务管理第一部分：规范 Information Technology Service managementPart 1: Specification 1 范围 本标准规定了服务管理的过程，并作为评估管理的IT服务的基础。 它可以用于： 对外的服务投标； 要求供应链中的所有服务提供商采用一致性方法； 作为服务提供商的IT服务管理的基准； 作为独立评估的基础； 需要证明有能力提供满足客户需求服务的组织； 旨在通过流程的有效应用来改进服务，并监控和提高服务质量的组织； 1 Scope This part of ISO/IEC 20000 defines the requirement for a service provider to deliver managed services of an acceptable quality for its customers1. It may be used : By business that are going out to tender for their services; By business that require a consistent approach by all service providers in a supply chain; By service providers to benchmark their IT service management; As the basis for an independent assessment; By an organization which needs to demonstrate the ability to provide services that meet customer requirements ; and By an organization which aims to improve service through the effective application of processes to monitor and improve service quality Figure 1 Service management processes 图 1 服务管理流程 ISO/IEC 20000中本部分指定了大量紧密相关的服务管理流程，如图1所示； 流程之间的关系依赖于组织的应用，通常比上图所述的模型更复杂； 目标和控制项的清单包含在ISO/IEC 20000的本部分中，组织可以考虑增加所需要的目标和控制项，以满足他们特殊的业务需求。服务提供方和业务之间的特征决定了如何实施ISO/IEC 20000的本部分中的要求，以满足整体目标； 基于ISO/IEC 20000的本部分中的流程并不提供产品的评估，可是，组织开发服务管理工具、产品和系统可以使用在ISO/IEC 20000的本部分和实践指南中，帮助他们开发工具、产品和系统以支持最好的服务管理实践。 This part of ISO/IEC 20000 specifies a number of closely related service management processes, as shown in Figure 1. The relationships between the processes depend on the application within an organization and are generally too complex to model and therefore relationships between processes are not shown in this diagram. The list of objectives and controls contained in this part of ISO/IEC 20000 are not exhaustive, and an organization may consider that additional objectives and controls are necessary to meet their particular business need