ISO/IEC 20000-1-2011 信息技术.服务管理.第1部分:服务管理体系要求

标准号：ISO/IEC 20000-1-2011
中文标准名称：信息技术.服务管理.第1部分:服务管理体系要求
英文标准名称：Information technology - Service management - Part 1: Service management system requirements
标准类型：L70
发布日期：2011/4/15 12:00:00
实施日期：1999/12/31 12:00:00
中国标准分类号：L70
国际标准分类号：03.080.99;35.020
适用范围：This part of ISO/IEC 20000 is a service management system (SMS) standard. It specifies requirements for theservice provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. Therequirements include the design, transition, delivery and improvement of services to fulfil service requirements.This part of ISO/IEC 20000 can be used by:a) an organization seeking services from service providers and requiring assurance that their servicerequirements will be fulfilled;b) an organization that requires a consistent approach by all its service providers, including those in a supplychain;c) a service provider that intends to demonstrate its capability for the design, transition, delivery andimprovement of services that fulfil service requirements;d) a service provider to monitor, measure and review its service management processes and services;e) a service provider to improve the design, transition and delivery of services through effectiveimplementation and operation of an SMS;f) an assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to therequirements in this part of ISO/IEC 20000.Figure 2 illustrates an SMS, including the service management processes. The service managementprocesses and the relationships between the processes can be implemented in different ways by differentservice providers. The nature of the relationship between a service provider and the customer will influencehow the service management processes are implemented.