ISO20000-1_2011_英文版.pdf下载

Contents Page Foreword .............................................................................................................................................................v Introduction.......................................................................................................................................................vii 1 Scope......................................................................................................................................................1 1.1 General ...................................................................................................................................................1 1.2 Application .............................................................................................................................................2 2 Normative references............................................................................................................................2 3 Terms and definitions ...........................................................................................................................3 4 Service management system general requirements .........................................................................7 4.1 Management responsibility ..................................................................................................................7 4.1.1 Management commitment ....................................................................................................................7 4.1.2 Service management policy .................................................................................................................8 4.1.3 Authority, responsibility and communication....................................................................................8 4.1.4 Management representative.................................................................................................................8 4.2 Governance of processes operated by other parties ........................................................................8 4.3 Documentation management ...............................................................................................................9 4.3.1 Establish and maintain documents.....................................................................................................9 4.3.2 Control of documents ...........................................................................................................................9 4.3.3 Control of records ...............................................................................................................................10 4.4 Resource management.......................................................................................................................10 4.4.1 Provision of resources........................................................................................................................10 4.4.2 Human resources ................................................................................................................................10 4.5 Establish and improve the SMS.........................................................................................................10 4.5.1 Define scope ........................................................................................................................................10 4.5.2 Plan the SMS (Plan).............................................................................................................................11 4.5.3 Implement and operate the SMS (Do)................................................................................................11 4.5.4 Monitor and review the SMS (Check) ................................................................................................11 4.5.5 Maintain and improve the SMS (Act) .................................................................................................13 5 Design and transition of new or changed services .........................................................................13 5.1 General .................................................................................................................................................13 5.2 Plan new or changed services ...........................................................................................................14 5.3 Design and development of new or changed services ...................................................................14 5.4 Transition of new or changed services.............................................................................................15 6 Service delivery processes ................................................................................................................15 6.1 Service level management .................................................................................................................15 6.2 Service reporting .................................................................................................................................16 6.3 Service continuity and availability management .............................................................................16 6.3.1 Service continuity and availability requirements.............................................................................16 6.3.2 Service continuity and availability plans ..........................................................................................16 6.3.3 Service continuity and availability monitoring and testing ............................................................17 6.4 Budgeting and accounting for services............................................................................................17 6.5 Capacity management ........................................................................................................................18 6.6 Information security management.....................................................................................................18 6.6.1 Information security policy ................................................................................................................18 6.6.2 Information security controls.............................................................................................................19 6.6.3 Information security changes and incidents....................................................................................19 7 Relationship processes ......................................................................................................................19 7.1 Business relationship management..................................................................................................19 7.2 Supplier management.........................................................................................................................20 8 Resolution processes .........................................................................................................................21 ISO/IEC 20000-1:2011(E) iv © ISO/IEC 2011 – All rights reserved 8.1 Incident and service request management.......................................................................................21 8.2 Problem management .........................................................................................................................22 9 Control processes ...............................................................................................................................22 9.1 Configuration management ................................................................................................................22 9.2 Change management ..........................................................................................................................23 9.3 Release and deployment management .............................................................................................24 Bibliography ......................................................................................................................................................26 Figures Figure 1 — PDCA methodology applied to service management ............................................................. viii Figure 2 — Service management system.........................................................................................................2 Figure 3 — Example of supply chain relationships ......................................................................................20