ISO/IEC 20000-2:2012 信息技术 服务管理 第2部分：服务管理系统的应用指南

标准编号：ISO/IEC 20000-2:2012

中文名称：信息技术 服务管理 第2部分：服务管理系统的应用指南

英文名称：Information technology — Service management — Part 2: Guidance on the application of service management systems

发布日期：2012-02

标准范围

ISO/IEC 20000-2:20 12根据ISO/IEC 20000-1中的要求，为服务管理系统（SMS）的应用提供了指导。ISO/IEC 20000-2:20 12使组织和个人能够更准确地解释ISO/IEC 20000-1，从而更有效地使用它。该指南包括示例和建议，使组织能够解释和应用ISO/IEC 20000-1，包括对ISO/IEC 20000其他部分和其他相关标准的引用。这包括使用SMS进行SMS和服务的规划、设计、过渡、交付和改进的指导。这至少包括服务管理策略、目标、计划、服务管理流程、流程接口、文档和资源。SMS为服务管理和服务的持续改进提供了持续控制、更大的有效性、效率和机会。它使一个组织能够以共同的愿景有效地工作。

ISO/IEC 20000-2:2012 provides guidance on the application of service management systems (SMS) based on the requirements in ISO/IEC 20000-1.

ISO/IEC 20000-2:2012 enables organizations and individuals to interpret ISO/IEC 20000-1 more accurately, and therefore to use it more effectively. The guidance includes examples and suggestions to enable organizations to interpret and apply ISO/IEC 20000-1, including references to other parts of ISO/IEC 20000 and other relevant standards.

This includes guidance on the use of an SMS for the planning, design, transition, delivery and improvement of the SMS and services. At a minimum this includes service management policies, objectives, plans, service management processes, process interfaces, documentation and resources. The SMS provides ongoing control, greater effectiveness, efficiency and opportunities for continual improvement of service management and of services. It enables an organization to work effectively with a shared vision.

标准预览图