ISO/IEC 20000-1:2018 信息技术 服务管理 第1部分：服务管理系统要求

标准编号：ISO/IEC 20000-1:2018

中文名称：信息技术 服务管理 第1部分：服务管理系统要求

英文名称：Information technology — Service management — Part 1: Service management system requirements

发布日期：2018-09

标准范围

ISO/IEC 20000-1:20 18本文件规定了组织建立、实施、维护和持续改进服务管理系统（SMS）的要求。本文件规定的需求包括服务的规划、设计、过渡、交付和改进，以满足服务需求和交付价值。本文档可用于:a)寻求服务并要求保证这些服务质量的客户；b)客户要求其所有服务提供商（包括供应链中的服务提供商）对服务生命周期采取一致的方法；c)一个组织展示其规划、设计、过渡、提供和改进服务的能力；d)监控、测量和审查其SMS和服务的组织；e)一个组织，通过有效实施和运行SMS来改进服务的规划、设计、过渡、交付和改进；f)根据本文件规定的要求进行合格评定的组织或其他方；g)服务管理培训或建议的提供者。本文档中使用的术语“服务”是指SMS范围内的一个或多个服务。本文档中使用的术语“组织”是指SMS范围内管理和向客户提供服务的组织。SMS范围内的组织可以是更大组织的一部分，例如，大公司的部门。向内部或外部客户管理和交付一项或多项服务的组织或组织的一部分也可以称为服务提供商。在本文件中明确区分了具有不同意图的术语“服务”或“组织”的任何使用。

ISO/IEC 20000-1:2018 This document specifies requirements for an organization to establish, implement, maintain and continually improve a service management system (SMS). The requirements specified in this document include the planning, design, transition, delivery and improvement of services to meet the service requirements and deliver value. This document can be used by:
a) a customer seeking services and requiring assurance regarding the quality of those services;
b) a customer requiring a consistent approach to the service lifecycle by all its service providers, including those in a supply chain;
c) an organization to demonstrate its capability for the planning, design, transition, delivery and improvement of services;
d) an organization to monitor, measure and review its SMS and the services;
e) an organization to improve the planning, design, transition, delivery and improvement of services through effective implementation and operation of an SMS;
f) an organization or other party performing conformity assessments against the requirements specified in this document;
g) a provider of training or advice in service management.
The term "service" as used in this document refers to the service or services in the scope of the SMS. The term "organization" as used in this document refers to the organization in the scope of the SMS that manages and delivers services to customers. The organization in the scope of the SMS can be part of a larger organization, for example, a department of a large corporation. An organization or part of an organization that manages and delivers a service or services to internal or external customers can also be known as a service provider. Any use of the terms "service" or "organization" with a different intent is distinguished clearly in this document.

标准预览图