(高清版)ISO IEC 20000-2:2019(英文版).docx
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(高清版)ISO IEC 20000-2:2019(英文版).docx
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INTERNATIONAL ISO/IEC
STANDARD 20000-2
Thirdedition
2019-08
Informationtechnology—Servicemanagement—
Part2:
Guidanceontheapplicationofservicemanagementsystems
TechnologiesdeI'information—Gestiondesservices—
Partie2:
Directivesrelativesa1'applicationdessystemesdemanagementdesservices
CopyrightInternationalOrganizationforStandardization
ProvidedbyIHSMarkitunderlicensewithANSI
NoreproductionornetworkingpermittedwithoutlicensefromIHS
Referencenumber
ISO/IEC20000-2:
2019[E]
©ISO/IEC2019
NotforResale,10/18/201900:
57:
16MDT
ISO/IEC20000-2:
2019(E)
COPYRIGHTPROTECTEDDOCUMENT
©ISO/IEC2019
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©ISO/IEC2019-Allrightsreserved
NotforResale,10/18/201900:
57:
16MDT
ISO/IEC20000-2:
2019(E)
Contents Page
Foreword vi
Introduction vii
1 Scope 1
1.1 General 1
1.2 Application 2
1.3 Structure 2
2 Normative references 3
3 Termsand definitions 3
4 Contextoftheorganization 3
4.1 Understandingtheorganizationanditscontext... 3
4.1.1 Requiredactivities 3
4.1.2 Explanation 3
4.1.3 Otherinformation 4
4.2 Understandingtheneedsandexpectationsofinterestedparties 4
4.2.1 Requiredactivities 4
4.2.2 Explanation 4
4.2.3 Otherinformation 4
4.3 Determiningthescopeoftheservicemanagement system 5
4.3.1 Requiredactivities 5
4.3.2 Explanation 5
4.3.3 Otherinformation 5
4.4 Servicemanagementsystem 5
4.4.1 Requiredactivities 5
4.4.2 Explanation 5
4.4.3 Otherinformation 6
5 Leadership 6
5.1 Leadershipandcommitment 6
5.1.1 Requiredactivities 6
5.1.2 Explanation 6
5.1.3 Otherinformation 7
5.2 Policy 8
5.2.1 Requiredactivities 8
5.2.2 Explanation 8
5.2.3 Otherinformation 9
5.3 Organizationalroles,responsibilities,andauthorities 9
5.3.1 Requiredactivities 9
5.3.2 Explanation 9
5.3.3 Otherinformation 9
6 Planning 10
6.1 Actionstoaddressrisksandopportunities 10
6.1.1 Requiredactivities 10
6.1.2 Explanation 10
6.1.3 Otherinformation 11
6.2 Servicemanagementobjectivesandplanningtoachievethem 11
6.2.1 Requiredactivities 11
6.2.2 Explanation 11
6.2.3 Otherinformation 11
6.3 Plantheservicemanagementsystem 12
6.3.1 Requiredactivities 12
6.3.2 Explanation 12
6.3.3 Otherinformation 13
7 Supportoftheservicemanagementsystem 13
CopyrightInternationalOrjSUSP^ffid^JUtSn"AI1rightsreserved 111
ProvidedbyIHSMarkitunderlicensewithANSI
NoreproductionornetworkingpermittedwithoutlicensefromIHS NotforResale,10/18/201900:
57:
16MDT
ISO/IEC20000-2:
2019(E)
7.1 Resources 13
7.1.1 Requiredactivities 13
7.1.2 Explanation 13
7.1.3 Otherinformation 14
7.2 Competence 14
7.2.1 Requiredactivities 14
7.2.2 Explanation 14
7.2.3 Otherinformation 15
7.3 Awareness 15
7.3.1 Requiredactivities 15
7.3.2 Explanation 15
7.3.3 Otherinformation 15
7.4 Communication 16
7.4.1 Requiredactivities 16
7.4.2 Explanation 16
7.4.3 Otherinformation 16
7.5 Documentedinformation 17
7.5.1 General 17
7.5.2 Creatingandupdatingdocumentedinformation 17
7.5.3 Controlofdocumentedinformation 18
7.5.4 Servicemanagementsystemdocumentedinformation 19
7.6 Knowledge 20
7.6.1 Requiredactivities 20
7.6.2 Explanation 20
7.6.3 Otherinformation 21
8 Operationoftheservicemanagementsystem 21
8.1 Operationalplanningandcontrol 21
8.1.1 Requiredactivities
8.1.2 Explanation
8.1.3 Otherinformation
8.2 Serviceportfolio
8.2.1 Servicedelivery
8.2.2 Plantheservices
8.2.3 Controlofpartiesinvolvedintheservicelifecycle
8.2.4 Servicecataloguemanagement
8.2.5 Assetmanagement
8.2.6 Configurationmanagement
8.3 Relationshipandagreement
8.3.1 General
8.3.2 Businessrelationshipmanagement
8.3.3 Servicelevelmanagement
8.3.4 Suppliermanagement
8.4 Supplyanddemand
8.4.1 Budgetingandaccountingforservices
8.4.2 Demandmanagement
8.4.3 Capacitymanagement
21
21
22
22
22
23
24
25
27
28
29
29
30
32
33
35
35
36
37
8.5 Servicedesign,buildandtransition 38
8.5.1 Changemanagement 38
8.5.2 Servicedesignandtransition 41
8.5.3 Releaseanddeploymentmanagement 44
8.6 Resolutionand
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- 高清版ISO IEC 20000-2:2019英文版 高清版 ISO 20000 2019 英文