ISO/IEC TR 20000-4:2010 信息技术 服务管理 第4部分：流程参考模型

标准编号：ISO/IEC TR 20000-4:2010

中文名称：信息技术 服务管理 第4部分：流程参考模型

英文名称：Information technology — Service management — Part 4: Process reference model

发布日期：2010-12

标准范围

ISO/IEC TR 20000-4:20 10的目的是促进根据ISO/IEC 15504过程评估原则开发过程评估模型。ISO/IEC 15504-1描述了用于过程评估的概念和术语。ISO/IEC 15504-2描述了进行评估的要求和评估过程能力的测量尺度。ISO/IEC TR 20000-4:20 10中提供的过程参考模型是服务管理中可以在基本级别执行的过程元素的逻辑表示。在实际应用中使用参考模型可能需要适合环境和情况的附加元素。ISO/IEC TR 20000-4:20 10中规定的过程参考模型在抽象层次上描述了包括ISO/IEC 20000-4:20 10中隐含的一般服务管理系统过程在内的过程。1.根据目的和结果描述该过程参考模型的每个过程。过程参考模型不试图将过程置于任何特定环境中，也不预先确定实现ISO/IEC 20000-1要求所需的任何过程能力水平。过程参考模型不打算用于合格评定审核或过程实施参考指南。任何组织都可以用额外的元素来定义过程，以适应其特定的环境和情况。然而，ISO/IEC TR 20000-4:20 10中描述的目的和结果被认为是满足ISO/IEC 20000-1要求所必需的最低限度。一些流程解决组织的一般战略方面。确定这些过程是为了涵盖ISO/IEC 20000-1.过程参考模型不提供ISO/IEC 20000-1要求的证据。流程参考模型没有指定流程之间的接口。

The purpose of ISO/IEC TR 20000-4:2010 is to facilitate the development of a process assessment model according to ISO/IEC 15504 process assessment principles. ISO/IEC 15504-1 describes the concepts and terminology used for process assessment. ISO/IEC 15504-2 describes the requirements for the conduct of an assessment and a measurement scale for assessing process capability.

The process reference model provided in ISO/IEC TR 20000-4:2010 is a logical representation of the elements of the processes within service management that can be performed at a basic level. Using the reference model in a practical application might require additional elements suited to the environment and circumstances.

The process reference model specified in ISO/IEC TR 20000-4:2010 describes at an abstract level the processes including the general service management system processes implied by ISO/IEC 20000-1. Each process of this process reference model is described in terms of a purpose and outcomes. The process reference model does not attempt to place the processes in any specific environment nor does it predetermine any level of process capability required to achieve the ISO/IEC 20000-1 requirements. The process reference model is not intended to be used for a conformity assessment audit or process implementation reference guide.

Any organization can define processes with additional elements in order to suit it to its specific environment and circumstances. The purpose and outcomes described in ISO/IEC TR 20000-4:2010 are, however, considered to be the minimum necessary to meet ISO/IEC 20000-1 requirements. Some processes address 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 process reference model does not provide the evidence required by ISO/IEC 20000-1. The process reference model does not specify the interfaces between the processes.

标准预览图