INTERNATIONAL STANDARD 国际标准
ISO/IEC 20000-1
Thirdedition第三版
2018-09
Information technology-Servicemanagement-Part1:Service managementsystemrequirements信息技术一服务管理一第1部分：服务管理体系要求
目录
Introduction引言5
1Scope范围.. ...10
1.1 General 概述 .101.2Application应用 ..12
3Termsanddefinitions术语和定义 15
3.1Terms specific tomanagement system standards管理体系标准特有的术语...153.2Terms specific to service management 服务管理特有的术语. ...31
4Contextoftheorganization组织环境. .46
4.1 Understanding the organization and its context理解组织及其环境 464.2 Understanding the needs and expectations of interested parties 理解相关方的需 求和期望 464.3 Determining the scope of the service management system确定服务管理体系(SMS）的范围 ..474.4Service management system服务管理体系（SMS） ..48
5Leadership领导作用 ...4.9
5.1 Leadership and mitment领导和承诺 ..495.2 Policy方针， ...525.2.1 Establishing the servicemanagement policy建立服务管理方针. .525.2.2Communicating the servicemanagement policy通服务管理方针....525.3Organizational roles responsibilities and authorities 组织的角色、职责和权限.53
6Planning策划... ..54
6.1Actions to addressrisks andopportunities应对风险和机遇的措施 ..-546.1.1.. ..546.1.2... ..56.1.3. .55
6.2 Service management objectives and planning to achieve them 服务管理目标及其实现策划 ...576.2.1 Establish objectives建立目标.. ...576.2.2Plan toachieveobjectives实现目标的策划 ...586.3 Plan the service management system 策划服务管理体系（SMS） ...59
7 Supportof theservicemanagement system支持服务管理体系（SMs）61
7.1Resources资源 ...617.2 Competence 能力.. ...617.3 Awareness 意识.. ..627.5 Documented information文件化信息 7.4 Communication 沟通 ..63..647.5.1 General总则... ..647.5.2Creating and updating documented information创建和更新文件化信息..657.5.3Controlofdocumented information文件化信息的控制. ..667.5.4 Service management system documented information服务管理体系（SMS）文件化信息 677.6 Knowledge知识.. ...69
8Operationof theservicemanagementsystem服务管理体系的运行...70
8.1 Operational planning and control运行策划和控制 ...708.2 Service portfolio服务组合.. .718.2.1 Service delivery 服务交付 ..718.2.2Plan the services策划服务 728.2.3 Control of parties involved in the service lifecycle服务生命周期中参与方的控..7.38.2.4 Service catalogue management服务目录管理 ...768.2.5 Asset management资产管理 ...768.2.6Configurationmanagement 配置管理 ..778.3Relationship and agreement 关系和协议8.3.1 General总则， ..798.3.2Businessrelationship management业务关系管理 ...818.3.3Servicelevelmanagement服务级别管理 ..82
8.3.4Supplier management供应商管理 848.4 Supply and demand供给和需求8.4.1 Budgeting and accounting for services服务的预算和核算 28"8.4.2Demand management需求管理8.4.3 Capacity management 能力管理 88"...898.5Service design，build and transition服务设计，构建和转换 ...908.5.1Change management 变更管理 .908.5.2 Service designand transition服务设计和转换. ..948.5.3 Release and deployment management发布和部署管理 66.***8.6Resolution and fulfilment解决和实现 ..1018.6.1 Incident management 事件管理 ..1018.6.2Servicerequestmanagement服务请求管理 ..1028.6.3 Problem management问题管理.. ..1038.7Service assurance服务保证 ..105..1058.7.1Service availabilitymanagement服务可用性管理8.7.2Service continuitymanagement服务连续性管理 ..1068.7.3Information security management信息安全管理， ..108
9Performanceevaluation绩效评价. .112
9.1 Monitoring.measurement analysis and evaluation监视，测量，分析和评价.1129.2Internalaudit 内部审核 1139.2.1... ..1139.2.2... ..1149.3Management review管理评审 ..1159.4 Servicereporting服务报告 ..118
10lmprovement改进 .119
10.1Nonconformity and corrective action 不符合及纠正措施 ..11910.1..1... ..11910.1.2. ..12010.2Continual improvement持续改进 121
Introduction引言
This document has been prepared to specifyrequirementsfor establishing，implementing maintaining and continuallythemanagement of theservicelifecycle including theplanningdesign transition delivery and improvement of services whichmeet agreedrequirementsand delivervalue for customers usersandtheorganizationdeliveringtheservices
本文件已经为建立，实施，保持和持续改进服务管理体系（SMS）提供了明确要求.服务管理体系（SMS）支持服务生命周期的管理，包括服务的策划，设计，转换，交付以及改进，这些服务满足约定的要求和为顾客，用户以及交付服务的组织兑现价值.
Theadoptionof anSMSisastrategicdecision foranorganizationand isinfluenced bytheorganization'sobjectivesthe governing body other parties involved in the service lifecycleand the need for effective and resilient services.
采用服务管理体系（SMS）是组织的一项战略决策，以及其是受组织目标，治理机构，服务生命周期中涉及的其他方，和有效与弹性服务的需求影响的.
Implementation and operation of an SMS provides ongoing
