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ISO/IEC 20000-4:2010 过程参考模型
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ISO20000 网上一般都是part1、part2,这可是少有的Part 4 过程参考模型。兄弟们,来吧
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Reference numbe
r
ISO/IEC TR 20000-4:2010(E)
©
ISO/IEC 2010
TECHNICAL
REPORT
ISO/IEC
TR
20000-4
First edition
2010-12-01
Information technology Service
management
Part 4:
Process reference model
Technologies de l'information Gestion des services
Partie 4: Modèle de référence de processus
ISO/IEC TR 20000-4:2010(E)
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COPYRIGHT PROTECTED DOCUMENT
© ISO/IEC 2010
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means,
electronic or mechanical, including photocopying and microfilm, without permission in writing from either ISO at the address below or
ISO's member body in the country of the requester.
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Published in Switzerland
ii © ISO/IEC 2010 All rights reserved
ISO/IEC TR 20000-4:2010(E)
© ISO/IEC 2010 All rights reserved iii
Contents Page
Foreword ............................................................................................................................................................iv
Introduction.........................................................................................................................................................v
1 Scope......................................................................................................................................................1
2 Normative references............................................................................................................................1
3 Terms and definitions ...........................................................................................................................1
4 Overview of the PRM.............................................................................................................................1
5 Process descriptions ............................................................................................................................2
5.1 General ...................................................................................................................................................2
5.2 Audit........................................................................................................................................................3
5.3 Budgeting and accounting for IT services..........................................................................................4
5.4 Business relationship management....................................................................................................4
5.5 Capacity management ..........................................................................................................................5
5.6 Change management ............................................................................................................................5
5.7 Configuration management..................................................................................................................6
5.8 Human resource management.............................................................................................................6
5.9 Improvement..........................................................................................................................................7
5.10 Incident management and request fulfilment.....................................................................................8
5.11 Information item management .............................................................................................................9
5.12 Information security management.....................................................................................................10
5.13 Management review ............................................................................................................................10
5.14 Measurement .......................................................................................................................................11
5.15 Organizational management ..............................................................................................................12
5.16 Problem management .........................................................................................................................13
5.17 Release and deployment management.............................................................................................13
5.18 Risk management................................................................................................................................14
5.19 Service continuity and availability management .............................................................................14
5.20 Service design .....................................................................................................................................15
5.21 Service level management .................................................................................................................15
5.22 Service planning and monitoring ......................................................................................................16
5.23 Service reporting .................................................................................................................................17
5.24 Service requirements..........................................................................................................................17
5.25 Service transition ................................................................................................................................18
5.26 SMS establishment and maintenance...............................................................................................19
5.27 Supplier management .........................................................................................................................20
Annex A (informative) Statement of conformity to ISO/IEC 15504-2 ...........................................................21
Bibliography......................................................................................................................................................23
Figures
Figure 1 Relationships between relevant documents................................................................................v
Figure 2 Processes in the process reference model .................................................................................2
ISO/IEC TR 20000-4:2010(E)
iv © ISO/IEC 2010 All rights reserved
Foreword
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.
International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.
The main task of the joint technical committee is to prepare International Standards. Draft International
Standards adopted by the joint technical committee are circulated to national bodies for voting. Publication as
an International Standard requires approval by at least 75 % of the national bodies casting a vote.
In exceptional circumstances, the joint technical committee may propose the publication of a Technical Report
of one of the following types:
type 1, when the required support cannot be obtained for the publication of an International Standard,
despite repeated efforts;
type 2, when the subject is still under technical development or where for any other reason there is the
future but not immediate possibility of an agreement on an International Standard;
type 3, when the joint technical committee has collected data of a different kind from that which is
normally published as an International Standard (state of the art, for example).
Technical Reports of types 1 and 2 are subject to review within three years of publication, to decide whether
they can be transformed into International Standards. Technical Reports of type 3 do not necessarily have to
be reviewed until the data they provide are considered to be no longer valid or useful.
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.
ISO/IEC TR 20000-4, which is a Technical Report of type 2, was prepared by Joint Technical Committee
ISO/IEC JTC 1, Information technology, Subcommittee SC 7, Software and systems engineering.
ISO/IEC TR 20000 consists of the following parts, under the general title Information technology Service
management:
Part 1: Service management system requirements
Part 2: Code of practice
Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1 [Technical Report]
Part 4: Process reference model [Technical Report]
Part 5: Exemplar implementation plan for ISO/IEC 20000-1 [Technical Report]
Process assessment model for service management will form the subject of a future Part 8.
ISO/IEC TR 20000-4:2010(E)
© ISO/IEC 2010 All rights reserved v
Introduction
The purpose of this part of ISO/IEC 20000 is to facilitate the development of a process assessment model
(PAM) that will be described in ISO/IEC TR 15504-8.
ISO/IEC 15504-2 describes the requirements for the conduct of an assessment and a measurement scale for
assessing process capability. ISO/IEC 15504-1 describes the concepts and terminology used for process
assessment.
This process reference model (PRM) is a logical representation of the elements of the processes within
service management. Using the PRM in a practical application might require additional elements suited to the
environment and circumstances.
The PRM specified in this part of ISO/IEC 20000 describes at an abstract level the processes including the
general service management system (SMS) processes implied by ISO/IEC 20000-1. Each process of this
PRM is described in terms of a purpose and outcomes. The PRM does not attempt to place the processes in
any specific environment nor does it pre-determine any level of process capability required to fulfil the
ISO/IEC 20000-1 requirements. The PRM is not intended to be used for a conformity assessment audit or
process implementation reference guide.
The relationships between ISO/IEC 20000-1, ISO/IEC TR 24774, ISO/IEC TR 20000-4, ISO/IEC 20000-8,
ISO/IEC TR 15504-8 and ISO/IEC 15504-2 are shown in Figure 1.
ISO/IEC TR 24774 Guidelines for
process definition
ISO/IEC TR 20000-4 Service
management Process reference model
ISO/IEC TR 20000-8/
ISO/IEC TR 15504-8 An
exemplar assessment model for
service mana
g
ement
p
rocesses
informs
provides description of
processes assessed by
ISO/IEC 15504-2 Performing
an assessment
provides requirements
provides requirements
for assessment
ISO/IEC 20000-1 Service
management system requirements
Figure 1 Relationships between relevant documents
Any organization can define processes with additional elements in order to suit it to its specific environment
and circumstances. The purposes and outcomes described in this part of ISO/IEC 20000 are, however,
considered to be the minimum necessary to meet ISO/IEC 20000-1 requirements. Some processes cover
general strategic aspects of an organization. These processes have been identified in order to give coverage
to all the requirements of ISO/IEC 20000-1.
The PRM does not provide the evidence required by ISO/IEC 20000-1. The PRM does not specify the
interfaces between the processes.
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