標準號：ISO/IEC 20000-1-2011
中文標準名稱：信息技術(shù).服務管理.第1部分:服務管理體系要求
英文標準名稱：Information technology - Service management - Part 1: Service management system requirements
標準類型：L70
發(fā)布日期：2011/4/15 12:00:00
實施日期：1999/12/31 12:00:00
中國標準分類號：L70
國際標準分類號：03.080.99;35.020
適用范圍：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.