ISO/IEC TR 20000-12:2016 信息技术 服务管理 第12部分：ISO/IEC 20000-1-2011和服务管理框架：CMMI-SVC之间关系的指南

标准编号：ISO/IEC TR 20000-12:2016

中文名称：信息技术 服务管理 第12部分：ISO/IEC 20000-1-2011和服务管理框架：CMMI-SVC之间关系的指南

英文名称：Information technology — Service management — Part 12: Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: CMMI-SVC

发布日期：2016-10

标准范围

ISO/IEC TR 20000-12:2016提供了ISO/IEC 20000-1:2011和CMMI-SVC V1之间关系的指南。3（至成熟度等级3）。服务提供商可以将本指南作为两个文件之间的交叉参考，以帮助他们规划和实施SMS。在指定的CMMI-SVC过程领域采用实践的组织可以符合许多相关的ISO/IEC 20000-1要求。第4条中的指南描述了CMMI-SVC如何支持证明符合ISO/IEC 20000？1:2011的要求。第5条描述了4.1和4.2中两种出版物的目的和内容，将CMMI-SVC中的工艺领域与ISO/IEC 20000-1:2011中的条款联系起来。附件A和B中的表格将ISO/IEC 20000-1:2011中的术语、条款和段落与CMMI-SVC相关联。表B.1是表3所示相关性的简化摘要，供需要概述的读者参考。这些表格显示了ISO/IEC 20000-1的以下方面:2011和CMMI-SVC，从服务提供商的角度来看，它们代表了这两组文档之间最大的联系。ISO/IEC TR 20000-12:2016可供任何希望了解CMMI-SVC如何与ISO/IEC 20000-1:2011一起使用的组织或个人使用，包括以下内容:a） 旨在证明符合ISO/IEC 20000-1:2011要求的服务提供商，正在寻求使用CMMI-SVC建立和维护SMS和服务的指导；b） 已证明符合ISO/IEC 20000-1:2011要求的服务提供商，正在寻求关于如何使用CMMI-SVC改进SMS和服务的指导；c） 已经使用CMMI-SVC的服务提供商，正在寻求关于如何使用CMMI-SVC来支持证明符合ISO/IEC 20000-1:2011规定要求的工作的指导；d） 希望了解CMMI使用的评估师或评估员-支持ISO/IEC 20000-1:2011中规定的要求。ISO/IEC TR 20000-12:2016也可与ISO/IEC 20000系列的其他部件一起使用。

ISO/IEC TR 20000-12:2016 provides guidance on the relationship between ISO/IEC 20000？1:2011 and CMMI-SVC V1.3 (through Maturity Level 3). Service providers can refer to this guidance as a cross-reference between the two documents to help them to plan and implement an SMS. An organization employing the practices in the indicated CMMI-SVC process areas can conform to many of the associated ISO/IEC 20000？1 requirements.The guidance in Clause 4 describes how CMMI-SVC can support the demonstration of conformity to ISO/IEC 20000？1:2011. A description of the purpose and content of both publications in 4.1 and 4.2 is followed by Clause 5, which relates process areas in CMMI-SVC to clauses in ISO/IEC 20000？1:2011. The tables in Annexes A and B relate terms, clauses, and paragraphs in ISO/IEC 20000？1:2011 to CMMI-SVC. Table B.1 is a simplified summary of the correlation seen in Table 3 for those readers who want an overview. The tables indicate those aspects of ISO/IEC 20000？1:2011 and CMMI-SVC that represent the greatest link between the two sets of documents, from the perspective of a service provider.ISO/IEC TR 20000-12:2016 can be used by any organization or person who wishes to understand how CMMI-SVC can be used with ISO/IEC 20000？1:2011, including the following:a) a service provider that intends to demonstrate conformity to the requirements of ISO/IEC 20000？1:2011 and is seeking guidance on the use of CMMI-SVC to establish and maintain the SMS and the services;b) a service provider that has demonstrated conformity to the requirements of ISO/IEC 20000？1:2011 and is seeking guidance on ways to use CMMI-SVC to improve the SMS and the services;c) a service provider that already uses CMMI-SVC and is seeking guidance on how CMMI-SVC can be used to support efforts to demonstrate conformity to the requirements specified in ISO/IEC 20000？1:2011;d) an appraiser or assessor who wishes to understand the use of CMMI-SVC as support for the requirements specified in ISO/IEC 20000？1:2011.ISO/IEC TR 20000-12:2016 can also be used with the other parts of the ISO/IEC 20000 series.

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