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ISO 20000-2：2012 信息技术 服务管理 应用指南.pdf
ISO/
/IEC20000-2：2012(中英文
文对照版)
版本：
：V1.0
P
Part2
信息技
技术--
--服务
务管理-
---
: 服务
务管理体
体系应
应用指
南
ISO/IEC20000-2：2012(中英文对照版) 版本：V1.0
目 录
1 范围 SCOPE ................................................................................................................................ 17
1.1 总则 GENERAL ........................................................................................................................ 17
1.2 应用 APPLICATION ................................................................................................................ 17
2 引用标准 NORMATIVEREFERENCES ........................................................................................ 19
3 术语和定义 TERMSANDDEFINITIONS .................................................................................... 19
4.1 管理职责 MANAGEMENTRESPONSIBILITY ......................................................................... 20
4.1.1 管理承诺 MANAGEMENTCOMMITMENT ........................................................................ 20
4.1.2 服务管理方针 SERVICEMANAGEMENTPOLICY ............................................................... 27
4.1.3 职责、权限和沟通 AUTHORITY,RESPONSIBILITYANDCOMMUNICATION .................. 28
4.1.4 管理者代表 MANAGEMENTREPRESENTATIVE ................................................................. 29
4.2 其他相关方的流程治理 Governance of processes operated by other parties ....................... 31
4.2.1 其他相关方流程治理指引 Guidance on processes operated by other parties .................... 31
4.2.2 其他相关方 OTHERPARTIES ............................................................................................. 32
4.2.3 职责和权限的示例 DEMONSTRATIONOFACCOUNTABILITYANDAUTHORITY ............ 32
4.2.4 流程绩效和合规性 PROCESSPERFORMANCEANDCOMPLIANCE ................................ 33
4.2.5 决定流程的绩效和合规性 DETERMININGPROCESSPERFORMANCEANDCOMPLIANCE
........................................................................................................................................................ 34
4.2.6 对 流 程 改 进 的 规 划 和 优 先 级 实 施 控 制 CONTROLLING THE PLANNING AND
PRIORITIZATIONOFPROCESSIMPROVEMENTS ............................................................................ 34
4.3 文件管理 DOCUMENTATIONMANAGEMENT ....................................................................... 34
4.3.1 建立和维护文件 ESTABLISHANDMAINTAINDOCUMENTS ........................................... 34
4.3.2 文件控制 CONTROLOFDOCUMENTS .............................................................................. 35
©ISO/IEC 2012-All rights reserved
ISO/IEC20000-2：2012(中英文对照版) 版本：V1.0
4.3.2 记录控制 CONTROLOFRECORDS .................................................................................... 36
4.4 资源管理 RESOURCEMANAGEMENT ................................................................................... 37
4.4.1 资源的提供 PROVISIONOFRESOURCES .......................................................................... 37
4.4.2 人力资源 HUMANRESOURCES ......................................................................................... 38
4.5 建立和改进 SMSESTABLISHANDIMPROVETHESMS ..................................................... 40
4.5.1 定义范围 DEFINESCOPE ................................................................................................... 40
4.5.2SMS 的计划 PLANTHESMS(PLAN) .............................................................................. 40
4.5.3SMS 的实施和运维 IMPLEMENTANDOPERATETHESMS（DO） .............................. 42
4.5.4SMS 的监视和评审 MONITORANDREVIEWTHESMS（CHECK） ............................. 43
4.5.5SMS 的维护与改进 MAINTAINANDIMPROVETHESMS(ACT) .................................. 45
5 设计并转换新的或变更的服务 Design and transition of new or changed services ............... 46
5.1 总要求 GENERAL ................................................................................................................... 46
5.1.1 要求内容 INTENTOFTHEREQUIREMENTS ...................................................................... 46
5.1.2 概念 CONCEPTS ................................................................................................................. 46
5.1.3 要求说明 EXPLANATIONOFREQUIREMENTS .................................................................. 46
5.2 规划新的或变更的服务 PLANNEWORCHANGEDSERVICES ........................................... 47
5.2.1 新的或变更的服务需求 THENEEDFORNEWORCHANGEDSERVICES ........................ 47
5.2.2 对服务或客户有重大影响的变更 CHANGES WITH MAJOR IMPACT ON SERVICE OR
CUSTOMER ...................................................................................................................................... 47
5.2.3 有重大影响的变更政策 CHANGES WITH MAJOR IMPACT ON SERVICE OR CUSTOMER
........................................................................................................................................................ 47
5.2.4 作为项目管理变更 MANAGINGCHANGEASAPROJECT ............................................... 48
5.2.5 来自其他各方的贡献 CONTRIBUTIONSFROMOTHERPARTIES .................................... 48
©ISO/IEC 2012-All rights reserved
ISO/IEC20000-2：2012(中英文对照版) 版本：V1.0
5.2.6 风险评估 RISKASSESSMENT ............................................................................................ 49
5.2.7 服务验收标准 SERVICEACCEPTANCECRITERIA .............................................................. 49
5.2.6 服务终止 SERVICEREMOVAL ............................................................................................ 49
5.3 设计和开发新的或变更的服务 DESIGN AND DEVELOPMENT OF NEW OR CHANGED
SERVICES ......................................................................................................................................... 50
5.3.1 服务提供者、客户和其他各方履行的活动 ACTIVITIES PERFORMED BY THE SERVICE
PROVIDER,CUSTOMERANDOTHERPARTIES ................................................................................ 50
5.3.2 风险管理 RISKMANAGEMENT ......................................................................................... 50
5.3.3 服务设计活动 SERVICEDESIGNACTIVITIES ................................................................... 51
5.4 新的或变更的服务转换 TRANSITIONOFNEWORCHANGEDSERVICES .......................... 54
5.5 文档与记录 DOCUMENTSANDRECORDS ........................................................................... 54
5.6 权限与职责 AUTHORITIESANDRESPONSIBILITIES ............................................................. 55
6 服务交付过程 ........................................................................................................................... 56
6.1 服务级别管理 SERVICELEVELMANAGEMENT..................................................................... 56
6.1.1 服务意图 INTENTOFTHEREQUIREMENTS ....................................................................... 56
6.1.2 概念 CONCEPTS ................................................................................................................. 56
6.1.3 要求说明 EXPLANATIONOFREQUIREMENTS .................................................................. 56
6.1.4 文件与记录 DOCUMENTSANDRECORDS ........................................................................ 56
6.1.5 权力和责任 AUTHORITIESANDRESPONSIBILITIES .......................................................... 56
6.2 服务报告 SERVICEREPORTING ............................................................................................. 58
6.2.1 需求的内容 INTENTOFTHEREQUIREMENTS ................................................................... 58
6.2.2 概念 Concepts ..................................................................................................................... 58
©ISO/IEC 2012-All rights reserved
ISO/IEC20000-2：2012(中英文对照版) 版本：V1.0
6.2.3 需求的说明 Explanation of requirements .......................................................................... 58
6.2.4 权力和责任 Authorities and responsibilities ...................................................................... 59
6.3 服务连续性和可用性管理 SERVICECONTINUITYANDAVAILABILITYMANAGEMENT .. 60
6.3.1 要求目的 INTENTOFTHEREQUIREMENTS ...................................................................... 60
6.3.2 概念 CONCEPTS ................................................................................................................. 60
6.3.3 要求说明 EXPLANATIONOFREQUIREMENTS .................................................................. 60
6.3.4 服 务 连 续 性 和 可 用 性 监 控 与 测 试 SERVICE CONTINUITY AND AVAILABILITY
MONITORINGANDTESTING .......................................................................................................... 63
6.3.5 文档和记录 DOCUMENTSANDRECORDS ........................................................................ 65
6.3.6 权限和责任 AUTHORITIESANDRESPONSIBILITIES .......................................................... 65
6.4 预算与核算管理 BUDGETINGANDACCOUNTINGFORSERVICES ..................................... 66
6.4.1 需求的内容 INTENTOFTHEREQUIREMENTS .................................................................. 66
6.4.2 概念 CONCEPTS ................................................................................................................. 66
6.4.3 需求的说明 EXPLANATIONOFREQUIREMENTS ............................................................... 67
6.4.4 文档和记录 DOCUMENTSANDRECORDS ........................................................................ 69
6.4.5 权限和职责 AUTHORITIESANDRESPONSIBILITIES .......................................................... 69
6.5 能力管理 CAPACITYMANAGEMENT .................................................................................... 70
6.5.1 目的 INTENTOFTHEREQUIREMENTS ............................................................................... 70
6.5.2 概念 CONCEPTS ................................................................................................................. 70
6.5.3 要求说明 EXPLANATIONOFREQUIREMENTS .................................................................. 70
6.5.4 文件和记录 DOCUMENTSANDRECORDS ....................................................................... 73
6.5.5 权限和职责 AUTHORITIESANDRESPONSIBILITIES .......................................................... 73
©ISO/IEC 2012-All rights reserved
ISO/IEC20000-2：2012(中英文对照版) 版本：V1.0
6.6 信息安全管理 INFORMATIONSECURITYMANAGEMENT .................................................... 74
6.6.1 要求目的 ............................................................................................................................. 74
6.6.2 概念 CONCEPTS ................................................................................................................. 74
6.6.3 要求说明 EXPLANATIONOFREQUIREMENTS .................................................................. 74
6.6.4 文档和记录 DOCUMENTSANDRECORDS ...................................................................... 77
6.6.5 权限和责任 AUTHORITIESANDRESPONSIBILITIES ........................................................ 77
7 关系过程 RELATIONSHIPPROCESSES ..................................................................................... 77
7.1 业务关系管理 BUSINESSRELATIONSHIPMANAGEMENT .................................................. 77
7.1.1 目的 INTENTOFTHEREQUIREMENTS ............................................................................... 77
7.1.2 概念 CONCEPTS ................................................................................................................. 78
7.1.3 要求的说明 EXPLANATIONOFTHEREQUIREMENTS ....................................................... 78
7.1.4 文档和记录 DOCUMENTSANDRECORDS ........................................................................ 80
7.1.5 权限和职责 AUTHORITIESANDRESPONSIBILITIES .......................................................... 81
7.2 供应商管理 SUPPLIERMANAGEMENT ................................................................................. 82
7.2.1 要求 INTENTOFTHEREQUIREMENTS ............................................................................... 82
7.2.2 概念 CONCEPTS ................................................................................................................. 82
7.2.3 要求的说明 EXPLANATIONOFREQUIREMENTS .............................................................. 82
7.2.4 文档和记录 DOCUMENTSANDRECORDS ....................................................................... 84
7.2.5 权限和职责 AUTHORITIESANDRESPONSIBILITIES ......................................................... 85
8 解决过程 RESOLUTIONPROCESSES ........................................................................................ 85
8.1 事件管理和服务请求管理 ................................................................................................... 85
8.1.1 需求的意义 ........................................................................................................................ 85
©ISO/IEC 2012-All rights reserved
ISO/IEC20000-2：2012(中英文对照版) 版本：V1.0
8.1.2 概念 CONCEPTS ................................................................................................................. 85
8.1.3 需求的说明 EXPLANATIONOFREQUIREMENTS .............................................................. 86
8.1.4 重大事件程序 MAJORINCIDENTPROCEDURE ............................................................... 87
8.1.5 文件和记录 DOCUMENTSANDRECORDS ........................................................................ 88
8.1.6 权力与责任 AUTHORITIESANDRESPONSIBILITIES .......................................................... 88
8.2 问题管理 PROBLEMMANAGEMENT .................................................................................... 89
8.2.1 需求的意义 INTENTOFTHEREQUIREMENTS .................................................................. 89
8.2.2 概念 CONCEPTS ................................................................................................................. 89
8.2.3 需求的说明 EXPLANATIONOFREQUIREMENTS .............................................................. 89
8.2.4 文件和记录 DOCUMENTSANDRECORDS ........................................................................ 92
8.2.5 权限和责任 AUTHORITIESANDRESPONSIBILITIES .......................................................... 92
9 控制流程组 CONTROLPROCESSES ......................................................................................... 93
9.1 配置管理 CONFIGURATIONMANAGEMENT ........................................................................ 93
9.1.1 目的 INTENTOFTHEREQUIREMENTS ............................................................................... 93
9.1.2 概念 CONCEPTS ................................................................................................................. 93
9.1.3 要求说明 EXPLANATIONOFREQUIREMENTS ................................................................... 93
9.1.4 文件和记录 DOCUMENTSANDRECORDS ....................................................................... 96
9.1.5 权限和职责 AUTHORITIESANDRESPONSIBILITIES .......................................................... 97
9.2 变更管理 CHANGEMANAGEMENT ...................................................................................... 97
9.2.1 目的 INTENTOFTHEREQUIREMENTS ............................................................................... 97
9.2.2 概念 CONCEPTS .................................................................................................................. 97
9.2.3 要求说明 EXPLANATIONOFREQUIREMENTS .................................................................... 98
©ISO/IEC 2012-All rights reserved
ISO/IEC20000-2：2012(中英文对照版) 版本：V1.0
9.2.4 文件和记录 DOCUMENTSANDRECORDS ...................................................................... 100
9.2.5 权限和职责 AUTHORITIESANDRESPONSIBILITIES ........................................................ 100
9.3 发布和部署管理 RELEASEANDDEPLOYMENTMANAGEMENT ....................................... 101
9.3.1 需求 INTENTOFTHEREQUIREMENTS ............................................................................. 101
9.3.2 概念 CONCEPTS ............................................................................................................... 101
9.3.3 需求说明 EXPLANATIONOFREQUIREMENTS ................................................................. 102
9.3.4 文件和记录 DOCUMENTSANDRECORDS ...................................................................... 105
9.3.5 权限与职责 AUTHORITIESANDRESPONSIBILITIES ........................................................ 105
©ISO/IEC 2012-All rights reserved
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