ISO/IEC TR 20000-3:2009 信息技术 服务管理 第3部分：ISO/IEC 20000-1范围定义与适用性指南

标准编号：ISO/IEC TR 20000-3:2009

中文名称：信息技术 服务管理 第3部分：ISO/IEC 20000-1范围定义与适用性指南

英文名称：Information technology — Service management — Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1

发布日期：2009-11

标准范围

ISO/IEC TR 20000-3:2009为旨在满足ISO/IEC 20000-1要求的服务提供商，或计划改进服务并打算将ISO/IEC 20000用作业务目标的服务提供商，提供了范围定义、适用性和合规性证明方面的指导。它还可以帮助正在考虑使用ISO/IEC 20000-1实施服务管理系统（SMS）的服务提供商，以及需要就ISO/IEC 20000-1是否适用于其情况以及如何定义其SMS范围提供具体建议的服务提供商。ISO/IEC TR 20000-3:2009补充了ISO/IEC 20000-2中的建议，该建议提供了按照ISO/IEC 20000-1实施SMS的通用指南。希望实施基于ISO/IEC 20000-1的SMS的服务提供商需要定义其SMS的范围。大多数服务提供商都依赖于复杂的供应链来提供整体服务。大多数服务提供商为几种不同类型的客户提供一系列服务。这使得服务管理范围的定义和范围声明的约定成为服务提供商采用ISO/IEC 20000的一个复杂阶段。ISO/IEC TR 20000-3:2009根据实例提供了ISO/IEC 20000-1的适用性和SMS范围的指南。ISO/IEC TR 20000-3:2009采用解释、指南和建议的形式。它向服务提供商提供了范围声明的实际示例，无论他们之前是否有其他管理体系标准的经验。

ISO/IEC TR 20000-3:2009 provides guidance on scope definition, applicability and demonstration of conformance for service providers aiming to meet the requirements of ISO/IEC 20000-1, or for service providers who are planning service improvements and intending to use ISO/IEC 20000 as a business goal. It can also assist service providers who are considering using ISO/IEC 20000-1 for implementing a service management system (SMS) and who need specific advice on whether ISO/IEC 20000-1 is applicable to their circumstances and how to define the scope of their SMS.ISO/IEC TR 20000-3:2009 supplements the advice in ISO/IEC 20000-2, which provides generic guidelines for implementing an SMS in accordance with ISO/IEC 20000-1.Service providers who wish to implement an SMS based on ISO/IEC 20000-1 are required to define the scope of their SMS. Most service providers are dependent on a complex supply chain for the delivery of the overall service. Most service providers provide a range of services to several different types of customer. This makes the definition of service management scope, and the agreement of the scope statement, a complex stage in the service provider's adoption of ISO/IEC 20000. ISO/IEC TR 20000-3:2009 provides guidance on the applicability of ISO/IEC 20000-1 and scope of the SMS based on practical examples.ISO/IEC TR 20000-3:2009 takes the form of explanations, guidance and recommendations. It provides practical examples of the scope statements to service providers, irrespective of whether they have any previous experience with other management system standards.

标准预览图