【免费】ISOIEC20000-12018信息技术服务管理第一部分.pdf_ISO/IEC20000-1:2018

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信息技术服务管理第一部分

服务管理体系要求

(IS0/IEC 20000-1: 2018)

2018-09-15 发布

2018-09-15 实施

ISO/IEC 20000-1： 2018

引言

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

范围

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

1.1 总贝!J................................................................................................................................................................9

1.2 应用

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

规范性引用文件

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

术语和定义

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

3.1 有关管理体系标准的术语

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

3.1.1

审计审核

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

3.1.2

能力

competence

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

3.1.3 符合（合格）conformity..................................................................................................................10

3.1.4 持续改进 continual improvement.................................................................................................. 10

3.1.5

纠正措施

corrective action

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

3.1.6 成文信息 documented information................................................................................................11

3.1.7 有效性 effectiveness....................................................................................................................... 11

3.1.8 相关方 interested party................................................................................................................... 11

3.1.9 管理体系 management system..................................................................................................... 11

3.1.10

测量

measurement

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

3.1.11 监视 monitoring............................................................................................................................. 12

3.1.12 不符合 nonconformity................................................................................................................... 12

3.1.13

目标

objective

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

3.1.14

组织

organization

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

3.1.15 外包 outsource, verb.................................................................................................................... 13

3.1.16

绩效

performance

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

3.1.17

方针

policy

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

3.1.18 过程 process..................................................................................................................................13

3.1.19 要求 requirement...........................................................................................................................13

3.1.20

风险

risk

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

3.1.21 最高管理者 top management...................................................................................................... 14

3.2 有关服务管理的术语

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

3.2.1 资产 asset......................................................................................................................................... 14

3.2.2 配置项 configuration item............................................................................................................... 14

3.2.3

客户

customer

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

3.2.4 夕卜部供应商 external supplier.....................................................................................................15

3.2.5 事件 incident..................................................................................................................................... 15

3.2.6

信息安全

information security

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

3.2.7

信息安全事件

information security incident

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

3.2.8 内部供应商 internal supplier.......................................................................................................... 15

ISO/IEC 20000-1： 2018

3.2.9 已矢口错误 known error................................................................................................................. 15

3.2.10

问题

problem

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

3.2.11 程序 procedure.............................................................................................................................. 16

3.2.12 记录 record.....................................................................................................................................16

3.2.13

发布

release, noun

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

3.2.14 变更请求 request for change.......................................................................................................16

3.2.15 服务 service.................................................................................................................................... 16

3. 2.16 服务可用 f 生 service availability................................................................................................... 16

3.2.17 服务目录 service catalogue............................................................................................................ 16

3. 2.18

服务组件

service component

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

3.2.19

服务连续性

service continuity

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

3.2.20 服务级别协议 service level agreement SLA.............................................................................17

3.2.21

服务级别目标

service level target

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

3.2.22

服务管理

service management

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

3.2.23 服务管理体系 service management system SMS................................................................... 17

3.2.24 服务提供者 service provider........................................................................................................17

3.2.25

服务请求

service requirement

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

3.2.26 服务要求 service requirement.........................................................................................................17

3.2.27 转换 transition.............................................................................................................................. 18

3.2.28

用户

user

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

3.2.29 价值 value....................................................................................................................................... 18

4 组织环境

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

4.1 理解组织及其环境

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

4.2 理解相关方的需求和期望

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

4.3

确定服务管理体系范围

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

4.4

服务管理体系

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

5 领导

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

5.1

领导和承诺

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

5.2

方针

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

5.2.1 制定服务管理方针

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

5.2.2 沟通服务管理方针

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

5.3

组织的角色，责任和权限

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

策划

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

6.1 应对风险和机遇的措施

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

6.2

服务管理目标及其实现策划

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

6.2.1 制定目标

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

6.2.2 策划实现目标

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

6.3

策划服务管理体系

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

7 支持

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

7.1

资源

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

7.2

能力

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

7.3 意识

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

7.4 沟通

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

ISO/IEC 20000-1： 2018

7.5 成文信息

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

7.5.1

总则

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

7.5.2 创建和更新

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

7.5.3 成文信息的控制

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

7.5.4

服务管理系统成文信息

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

7. 6 知识

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

8 运行

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

8.1 运行策划和控制

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

8.2 服务组合

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

8.2.1

服务交付

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

8.2.2

策划服务

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

8.2.3 控制服务生命周期的相关方

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

8.2.4

服务目录管理

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

8.2.5

资产管理

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

8.2.6 配置管理

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

8.3 关系与协议

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

8.3.1

总贝!

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

8.3.2 业务关系管理

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

8.3.3 服务级别管理

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

8.3.4

供应商管理

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

8.4 供应与需求

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

841 服务预算与核算

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

8.4.2 需求管理

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

8.4.3 能力管理

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

8.5

服务设计、构建与转换

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

8.5.1

变更管理

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

8.5.2 服务设计与转换

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

8.5.3

发布与部署管理

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

8.6

解决与完成

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

8.6.1 事件管理

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

8.6.2 服务请求管理

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

8.6.3

问题管理

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

8.7

服务保障

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

8.7.1 服务可用性管理

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

8.7.2

服务连续性管理

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

8.7.3 信息安全管理

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

9 绩效评价

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

9.1

监视、测量、分析和评价

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

9.2 内部审核

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

9.3

管理评审

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

9.4

服务报告

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

10 改进

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

10.1 不符合及纠正措施

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