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ISO/IEC 20000-1:2018

第三版

2018-09

Information technology - Service Management -

Part 1: Service management systems - Requirements

信息技术 - 服务管理 - 服务管理体系 - 要求

ISO/IEC 20000-1:2018

信息技术 – 服务管理 – 第 1 部分：服务管理体系 – 要求

1DING / 1DING@1DING.ORG 1DING-LAB / 一丁工作室天帷信息

Contents 目录

Foreword 前言

.................................................................................................................................................

Introduction 引言

...........................................................................................................................................

1 Scope 范围

.....................................................................................................................................................

1.1 General 总则

.......................................................................................................................................

1.2 Application 应用

..............................................................................................................................

2 Normative references 规范性引用文件

.................................................................................................

3 Terms and definitions 术语和定义

.........................................................................................................

3.1 Terms specific to management system standards 管理体系标准专用术语

.........................

3.2 Terms specific to service management 服务管理专用术语

...................................................

4 Context of the organization4 组织的背景

............................................................................................

4.1 Understanding the organization and its context 了解组织及其背景

...................................

4.2 Understanding the needs and expectations of interested parties 了解相关方的需求和期

望

.............................................................................................................................................................

4.3 Determining the scope of the service management system 确定服务管理体系的范围

4.4 Service management system 4.4 服务管理体系

.......................................................................

5 Leadership 领导力

....................................................................................................................................

5.1 Leadership and commitment 领导和承诺

.................................................................................

5.2 Policy 方针

......................................................................................................................................

6 Planning 规划

............................................................................................................................................

6.1 Actions to address risks and opportunities6.1 应对风险和机会的行动

.................................

ISO/IEC 20000-1:2018

信息技术 – 服务管理 – 第 1 部分：服务管理体系 – 要求

1DING / 1DING@1DING.ORG 1DING-LAB / 一丁工作室天帷信息

6.2 Service management objectives and planning to achieve them 服务管理目标及其实现的

规划

.........................................................................................................................................................

7 Support of the service management system 支持服务管理体系

.....................................................

7.1 Resources 资源

................................................................................................................................

7.2 Competence 能力

..........................................................................................................................

7.3 Awareness 意识

.............................................................................................................................

7.4 Communication 沟通

....................................................................................................................

7.5 Documented information 文件化信息

.......................................................................................

7.6 Knowledge 知识

............................................................................................................................

8 Operation of the service management system 服务管理体系的操作

.............................................

8.1 Operational planning and control 运营计划和控制

................................................................

8.2 Service portfolio 服务组合

...........................................................................................................

8.3 Relationship and agreement 关系和协议

.................................................................................

8.4 Supply and demand 供需

............................................................................................................

8.5 Service design, build and transition 服务设计，构建和转换

.................................................

8.6 Resolution and fulfillment 解决和履行

......................................................................................

8.7 Service assurance 服务保证

.........................................................................................................

9 Performance evaluation 绩效评估

.........................................................................................................

10 Improvement 改进

..................................................................................................................................

10.1 Nonconformity and corrective action 不符合和纠正措施

.....................................................

10.2 Continual improvement 持续改进

............................................................................................

ISO/IEC 20000-1:2018

信息技术 – 服务管理 – 第 1 部分：服务管理体系 – 要求

1DING / 1DING@1DING.ORG 1DING-LAB / 一丁工作室天帷信息

Foreword 前言

ISO (the International Organization for

Standardization) and IEC (the International

Electrotechnical Commission) form the specialized

system for worldwide standardization. National

bodies that are members of ISO or IEC participate in

the development of International Standards

through technical committees established by the

respective organization to deal with particular fields

of technical activity. ISO and IEC technical

committees collaborate in fields of mutual interest.

Other international organizations, governmental

and non-governmental, in liaison with ISO and IEC,

also take part in the work. In the field of information

technology, ISO and IEC have established a joint

technical committee, ISO/IEC JTC 1.

ISO（国际标准化组织）和 IEC（国际电

工委员会）构成了全球标准化的专业系

统。作为 ISO 或 IEC 成员的国家机构通

过各自组织设立的技术委员会参与国

际标准的制定，以处理特定的技术活动

领域。ISO 和 IEC 技术委员会在共同感

兴趣的领域开展合作。与 ISO 和 IEC 联

络的其他国际组织，政府和非政府组织

也参与了这项工作。在信息技术领域，

ISO 和 IEC 已经建立了联合技术委员

会，ISO/IECJTC 1。

The procedures used to develop this document and

those intended for its further maintenance are

described in the ISO/IEC Directives, Part 1. In

particular the different approval criteria needed for

the different types of document should be noted.

This document was drafted in accordance with the

editorial rules of the ISO/IEC Directives, Part 2 (see

www.iso.org/directives).

用于开发本标准的程序和用于进一步

维护的程序在 ISO/IEC Directives Part 1

中有所描述。特别是应注意到不同类型

文档遵循不同的批准准则。本标准是根

据 ISO / IEC 指令第 2 部分的编辑规则

起草的（参见 www.iso.org/directives）。

Attention is drawn to the possibility that some of the

elements of this document may be the subject of

patent rights. ISO and IEC shall not be held

responsible for identifying any or all such patent

rights. Details of any patent rights identified during

需要注意的是，本标准的某些要素可能

涉及专利权力。ISO 和 IEC 不负责识别

任何或所有此类专利权。在标准制定过

程中所识别的任何专利权的详细信息

将放在引言或 ISO 所收到的专利声明清

ISO/IEC 20000-1:2018

信息技术 – 服务管理 – 第 1 部分：服务管理体系 – 要求

1DING / 1DING@1DING.ORG 1DING-LAB / 一丁工作室天帷信息

the development of the document will be in the

Introduction and/or on the ISO list of patent

declarations received (see www.iso.org/patents).

单中（见 www.iso.org/patents）。

Any trade name used in this document is

information given for the convenience of users and

does not constitute an endorsement.

本标准中使用的任何商标名称是为方

便用户而提供的信息，并不构成授权认

可。

For an explanation on the voluntary nature of

standards, the meaning of ISO specific terms and

expressions related to conformity assessment, as

well as information about ISO's adherence to the

World Trade Organization (WTO) principles in the

Technical Barriers to Trade (TBT) see the following

URL: www.iso.org/iso/foreword.html.

有关标准自愿性质的解释，与合格评定

相关的 ISO 特定术语和表达的含义，以

及 ISO 在技术性贸易壁垒（TBT）中遵

守世界贸易组织（WTO）原则的信息，

请参见以下网址：

www.iso.org/iso/foreword.html。

This document was prepared by ISO/IEC JTC 1,

Information technology, SC 40, IT Service

Management and IT Governance.

本标准由 ISO/IEC JTC 1，信息技术，SC

40，IT 服务管理和 IT 治理工作组起草。

This third edition cancels and replaces the second

edition (ISO/IEC 20000-1:2011) which has been

technically revised.

第三版取消并取代了经过技术修订的

第二版（ISO/IEC 20000-1：2011）。

a) Restructured into the high level structure used for

all management system standards (from Annex SL

of the Consolidated ISO Supplement to the ISO/IEC

Directives Part 1). This has introduced new common

requirements for context of the organization,

planning to achieve objectives and actions to

address risks and opportunities. There are some

common requirements that have updated previous

requirements, for example, documented

a）基于所有管理体系标准的高阶结构

（来自 ISO/IEC Directives Part 1 的综

合补充附件 Annex SL）进行了结构重

组。引入了组织背景、目标的策划以及

应对风险和机会所应采取措施等通用

要求。部分通用要求对以前的要求进行

了更新，如，文件化的信息、资源、能

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