标准号：ISO/IEC 20000-2-2005
实施状态：作废
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
被替代标准：ISO/IEC 20000-2-2012
代替标准：ISO/IEC DIS 20000-2-2004
采用标准：BS ISO/IEC 20000-2-2005,IDT;JIS Q 20000-2-2007,IDT;CAN/CSA-ISO/IEC 20000-2-06-2006,IDT;SN ISO/IEC 20000-2-2006,IDT;PN-ISO/IEC 20000-2-2007,IDT;UNE-ISO/IEC 20000-2-2007,IDT
起草单位：ISO/IEC JTC 1/SC 7
标准简介：This part of ISO/IEC 20000 represents an industry consensus on quality standards for IT service management
processes. 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. Failure to understand the
terminology can be a barrier to establishing effective processes. Understanding the terminology is a tangible
and significant benefit from ISO/IEC 20000. This part of ISO/IEC 20000 recommends that service providers
should adopt common terminology and a more consistent approach to service management. It gives a
common basis for improvements in services. It also provides a framework for use by suppliers of service
management tools.
As a process based standard this code of practice is not intended for product assessment. However,
organizations developing service management tools, products and systems may use both the specification
and the code of practice to help them develop tools, products and systems that support best practice service
management.
This part of ISO/IEC 20000 provides guidance to auditors and offers assistance to service providers planning
service improvements or to be audited against ISO/IEC 20000-1.
文件格式：PDF
文件大小：395.26KB
文件页数：42
（以上信息更新时间为：2019-11-22）
ISO_IEC 20000-2-2005 信息技术.服务管理.第2部分_实用规程.pdf
(395.26 KB)
|
|
