ISO/IEC 20000-1:2011 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 20000-1:2011

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：2011-04

标准范围

ISO/IEC 20000-1:20 11是服务管理系统（SMS）标准。它规定了服务提供商计划、建立、实施、操作、监控、审查、维护和改进SMS的要求。这些要求包括服务的设计、过渡、交付和改进，以满足商定的服务要求。ISO/IEC 20000-1:20 11可用于:向服务提供商寻求服务并要求保证其服务要求将得到满足的组织；要求所有服务提供商（包括供应链中的服务提供商）采取一致方法的组织；打算展示其设计、过渡、交付和改进满足服务要求的服务的能力的服务提供商；监控、衡量和审查其服务管理流程和服务的服务提供商；服务提供商，通过有效实施和运营SMS来改进服务的设计、过渡、交付和改进；评估员或审核员作为评估服务提供商SMS是否符合ISO/IEC 20000-1:20 11要求的标准。

ISO/IEC 20000-1:2011 is a service management system (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfil agreed service requirements.ISO/IEC 20000-1:2011 can be used by:

• an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
• an organization that requires a consistent approach by all its service providers, including those in a supply chain;
• a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;
• a service provider to monitor, measure and review its service management processes and services;
• a service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS;
• an assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO/IEC 20000-1:2011.

标准预览图