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
1.1 GeneralThis part of ISO/IEC 20000 is a service management system (SMS) standard. It specifies requirements for theservice provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. Therequirements include the design, transition, delivery and improvement of services to fulfil service requirements.This part of ISO/IEC 20000 can be used by:a) an organization seeking services from service providers and requiring assurance that their servicerequirements will be fulfilled;b) an organization that requires a consistent approach by all its service providers, including those in a supplychain;c) a service provider that intends to demonstrate its capability for the design, transition, delivery andimprovement of services that fulfil service requirements;d) a service provider to monitor, measure and review its service management processes and services;e) a service provider to improve the design, transition and delivery of services through effectiveimplementation and operation of an SMS;f) an assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to therequirements in this part of ISO/IEC 20000.Figure 2 illustrates an SMS, including the service management processes. The service managementprocesses and the relationships between the processes can be implemented in different ways by differentservice providers. The nature of the relationship between a service provider and the customer will influencehow the service management processes are implemented.1.2 ApplicationAll requirements in this part of ISO/IEC 20000 are generic and are intended to be applicable to all serviceproviders, regardless of type, size and the nature of the services delivered. Exclusion of any of therequirements in Clauses 4 to 9 is not acceptable when a service provider claims conformity to this part ofISO/IEC 20000, irrespective of the nature of the service provider's organization.Conformity to the requirements in Clause 4 can only be demonstrated by a service provider showing evidenceof fulfilling all of the requirements in Clause 4. A service provider cannot rely on evidence of the governance ofprocesses operated by other parties for the requirements in Clause 4.Conformity to the requirements in Clauses 5 to 9 can be demonstrated by the service provider showingevidence of fulfilling all requirements. Alternatively, the service provider can show evidence of fulfilling themajority of the requirements themselves and evidence of the governance of processes operated by otherparties for those processes, or parts of processes, that the service provider does not operate directly.The scope of this part of ISO/IEC 20000 excludes the specification for a product or tool. However,organizations can use this part of ISO/IEC 20000 to help them develop products or tools that support theoperation of an SMS.NOTE ISO/IEC TR 20000-3 provides guidance on scope definition and applicability of this part of ISO/IEC 20000.This includes further explanation about the governance of processes operated by other parties.
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