ISO/IEC 20000-2:2005 信息技术 服务管理 第2部分：实用规程

标准编号：ISO/IEC 20000-2:2005

中文名称：信息技术 服务管理 第2部分：实用规程

英文名称：Information technology — Service management — Part 2: Code of practice

发布日期：2005-12

标准范围

ISO/IEC 20000-2:2005代表了行业对审核员指南的共识，并为规划服务改进或根据ISO/IEC 20000-1进行审核的服务提供商提供了帮助。ISO/IEC 20000-2:2005基于已被取代的BS 15000-2。组织需要越来越先进的设施（以最低成本）来满足其业务需求。随着对支持服务的依赖性不断增加，以及可用技术的多样性，服务提供商可能难以维持高水平的客户服务。被动工作，他们花在计划、培训、审查、调查和与客户合作上的时间太少。其结果是未能采用结构化、积极主动的工作实践。这些服务提供商也被要求提高质量、降低成本、更大的灵活性和更快地响应客户。相比之下，有效的服务管理可以提供高水平的客户服务和客户满意度。它还认识到，服务和服务管理对于帮助组织创收和提高成本效益至关重要。ISO/IEC 20000系列使服务提供商能够了解如何提高向客户提供的服务质量，包括内部和外部服务。ISO/IEC 20000系列区分了与组织形式或规模、组织名称和结构无关的过程最佳实践。ISO/IEC 20000系列适用于大型和小型服务提供商，最佳实践服务管理流程的要求独立于服务提供商的组织形式。这些服务管理流程提供尽可能最好的服务，以在商定的资源水平内满足客户的业务需求，即专业、经济高效且风险得到理解和管理的服务。同一流程、流程和职能组（以及职务）之间使用的各种术语可能会让新经理对服务管理的主题感到困惑。理解术语是ISO/IEC 20000的一个切实而显著的好处。

ISO/IEC 20000-2:2005 represents an industry consensus on guidance to auditors and offers assistance to service providers planning service improvements or to be audited against ISO/IEC 20000-1. ISO/IEC 20000-2:2005 is based on BS 15000-2, which has been superseded.Organizations require increasingly advanced facilities (at minimum cost) to meet their business needs. With the increasing dependencies in support services and the diverse range of technologies available, service providers can struggle to maintain high levels of customer service. Working reactively, they spend too little time planning, training, reviewing, investigating, and working with customers. The result is a failure to adopt structured, proactive working practices. Those same service providers are being asked for improved quality, lower costs, greater flexibility, and faster response to customers.In contrast, effective service management delivers high levels of customer service and customer satisfaction. It also recognizes that services and service management are essential to helping organizations generate revenue and be cost-effective. The ISO/IEC 20000 series enables service providers to understand how to enhance the quality of service delivered to their customers, both internal and external.The ISO/IEC 20000 series draws a distinction between the best practices of processes, which are independent of organizational form or size and organizational names and structures. The ISO/IEC 20000 series applies to both large and small service providers, and the requirements for best practice service management processes are independent of the service provider's organizational form. These service management processes deliver the best possible service to meet a customer's business needs within agreed resource levels, i.e. service that is professional, cost-effective and with risks which are understood and managed.The variety of terms used for the same process, and between processes and functional groups (and job titles) can make the subject of service management confusing to the new manager. Understanding the terminology is a tangible and significant benefit from ISO/IEC 20000.

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