SecondeditionPart2:服務(wù)管理體系應(yīng)用指南ReferencenumberISO/IEC20000-2:2012(E)?ISO/IEC?ISO/IEC?ISO/IEC2012-Allrights范圍 總則 應(yīng)用 引用標(biāo)準(zhǔn)Normative 術(shù)語(yǔ)和定義Termsand 管理職責(zé)Management 管理承諾Management 服務(wù)管理方針Servicemanagement 職責(zé)、權(quán)限和溝通Authority,responsibilityand 管理者代表Management 其他相關(guān)方的流程治理Governanceofprocessesoperatedbyother 其他相關(guān)方流程治理指引Guidanceonprocessesoperatedbyother 其他相關(guān)方OTHER 職責(zé)和權(quán)限的示例Demonstrationofaccountabilityand 流程績(jī)效和合規(guī)性Processperformanceand 確定流程的績(jī)效和合規(guī)性Determiningprocessperformanceand 對(duì)流程改進(jìn)的規(guī)劃和優(yōu)先級(jí)實(shí)施控制Controllingtheplanningandprioritizationofprocess 文件管理Documentation 建立和維護(hù)文件Establishandmaintain 文件控制Controlof 記錄控制Controlof 資源管理Resource 資源的提供Provisionof 人力資源Human 建立和改進(jìn)SMSEstablishandimprovethe 定義范圍DEFINE SMS的計(jì)劃PLANTHESMS SMS的實(shí)施和運(yùn)維Implementandoperatethe SMS的監(jiān)視和評(píng)審Monitorandreviewthe SMS的維護(hù)與改進(jìn)MAINTAINANDIMPROVETHESMS 前言合技術(shù)委員會(huì)委員，ISO/IECJTC1。ISO20000-2由ISO/IECJTC1/SC7信息技術(shù)與ISO9001標(biāo)準(zhǔn)和ISO27001ISO/IEC20000標(biāo)準(zhǔn)由下列名為“信息技術(shù)-第1第2

ISO(theInternationalOrganizationforStandardization)andIEC(theInternationalElectrotechnicalCommission)formthespecializedsystemforworldwidestandardization.NationalbodiesthataremembersofISOorIECparticipateinthedevelopmentofInternationalStandardsthroughtechnicalcommitteesestablishedbytherespectiveorganizationtodealwithparticularfieldsoftechnicalactivity.ISOandIECtechnicalcommitteescollaborateinfieldsofmutualinterest.Otherinternationalorganizations,governmentalandnon-governmental,inliaisonwithISOandIEC,alsotakepartinthework.Inthefieldofinformationtechnology,ISOandIEChaveestablishedajointtechnicalcommittee,ISO/IECJTC1.InternationalStandardsaredraftedinaccordancewiththerulesgivenintheISO/IECDirectives,Part2.ThemaintaskofthejointtechnicalcommitteeistoprepareInternationalStandards.DraftInternationalStandardsadoptedbythejointtechnicalcommitteearecirculatedtonationalbodiesforvoting.PublicationasanInternationalStandardrequiresapprovalbyatleast75%ofthenationalbodiescastingavote.Attentionisdrawntothepossibilitythatsomeoftheelementsofthisdocumentmaybethesubjectofpatentrights.ISOandIECshallnotbeheldresponsibleforidentifyinganyorallsuchpatentrights.ISO/IEC20000-2waspreparedbyJointTechnicalCommitteeISO/IECJTC1,Informationtechnology,SubcommitteeSC7,Softwareandsystemsengineering.Thissecondeditioncancelsandreplacesthefirstedition(ISO/IEC20000-1:2005),whichhasbeentechnicallyrevised.Themaindifferencesareasfollows:closeralignmenttoISO9001andISO/IECchangeofterminologytoreflectinternationalnewguidanceongovernanceofprocessesoperatedbyotherparties;moreguidanceondefiningthescopeofthemoreguidanceoncontinualimprovementoftheSMSandservices;moreguidanceonthedesignandtransitionofneworchangedservices.ISO/IEC20000consistsofthefollowingparts,underthegeneraltitleInformationtechnology—Servicemanagement:——Part1:Servicemanagementsystem——Part2:Guidanceontheapplicationofservicemanagementsystems——Part3:GuidanceonscopedefinitionandapplicabilityofISO/IEC20000-1[TechnicalReport]——Part4:Processreferencemodel[Technical——Part5:ExemplarimplementationplanforISO/IEC20000-1[TechnicalReport]?ISO/IEC?ISO/IEC2012-Allrights介紹ISO/IEC20000-1并非旨在包括所有必要合同義務(wù)。符合ISO/IEC20000-1本身并

ThispartofISO/IEC20000providesguidanceontheapplicationofservicemanagementsystems(SMS)basedonISO/IEC20000-1.ThispartofISO/IEC20000doesnotaddanyrequirementstothosestatedinISO/IEC20000-1anddoesnotstateexplicitlyhowevidencecanbeprovidedtoanassessororauditor.TheintentofthispartofISO/IEC20000istoenableorganizationsandindividualstointerpretISO/IEC20000-1moreaccurately,andthereforeuseitmoreeffectively.AnSMSisdefinedinISO/IEC20000-1asamanagementsystemtodirect,monitorandcontroltheservicemanagementactivitiesoftheserviceprovider.TheSMSshouldincludewhatisrequiredfortheplanning,design,transition,deliveryandimprovementofservices.Ataminimumthisincludesservicemanagementpolicies,objectives,plans,processes,processinterfaces,documentationandresources.TheSMSencompassesalltheprocessesasanover-archingmanagementsystem,withtheservicemanagementprocessesaspartoftheCoordinatedintegrationandimplementationofanSMSprovidesongoingcontrol,greatereffectiveness,efficiencyandopportunitiesforcontinualimprovement.Itenablesanorganizationtoworkeffectivelywithasharedvision.TheoperationofprocessesasspecifiedinClauses5to9requirespersonneltobewellorganizedandcoordinated.Appropriatetoolsmaybeusedtoenabletheservicemanagementprocessestobeeffectiveandefficient.ThemosteffectualorganizationsconsidertheimpactoftheSMSthroughallstagesoftheservicelifecycle,fromplanninganddesigntotransitionandoperation,includingcontinualimprovement.ThispartofISO/IEC20000providesexamplesandsuggestionstoenableorganizationstointerpretandapplyISO/IEC20000-1,includingreferencestootherpartsofISO/IEC20000andotherrelevantstandards.UsersofInternationalStandardsareresponsiblefortheircorrectapplication.ItisimportantfororganizationsandindividualsusingISO/IEC20000tounderstandthepointslistedbelow.ISO/IEC20000-1doesnotpurporttoincludeallnecessarystatutoryandregulatoryrequirements,orallcontractualobligationsoftheserviceprovider.ConformitytoISO/IEC20000-1doesnotofitselfconferimmunityfromstatutoryobligations.ISO/IEC20000-1isapplicabletointernalandexternal,largeandsmall,andcommercialandnoncommercialserviceproviders.ISO/IEC20000-1promotestheadoptionofanintegratedprocessapproachwhenplanning,establishing,Implementing,operating,monitoring,measuring,reviewing,maintainingandimprovinganSMSforthedesign,transition,improvementand0（PDCA方法論應(yīng)用于SMS和服務(wù)。PDCA的方法，如圖1所示，可以簡(jiǎn)單描述為：

deliveryofservicesthatfulfillserviceISO/IEC20000promotestheapplicationofthemethodologyknownas“Plan-Do-Check-Act”(PDCA)totheSMSandtheservices.ThePDCAmethodology,showninFigure1,canbebrieflydescribedasfollows:Plan:establishing,documentingandagreeingtheSMSincludingthepolicies,objectives,plansandprocessesnecessarytodesignanddeliverservicesinaccordancewithbusinessneeds,customerrequirementsandtheserviceprovider'spolicies.Do:implementingandoperatingtheSMSforthedesign,transition,deliveryandimprovementoftheservices.Check:monitoring,measuringandreviewingtheSMSandtheservicesagainsttheplans,policies,objectives,andrequirementsandreportingtheresults.Act:takingactionstocontinuallyimproveperformanceoftheSMS.Thisincludestheservicemanagementprocessesandtheservices.WhenusedwithinanSMS,thefollowingarethemostimportantaspectsofanintegratedprocessapproachandthePDCAmethodology:understandingandfulfillingtheservicerequirementstoachievecustomersatisfaction;establishingthepolicyandobjectivesforservicedesigninganddeliveringservicesbasedontheSMSthataddvalueforthecustomer;monitoring,measuringandreviewingperformanceoftheSMSandtheservices;continuallyimprovingtheSMSandtheservicesbasedonobjectivemeasurements.Whereothermanagementsystemsarepresent,theimplementationofanSMS,withtheadoptionofaprocessapproachandthePDCAmethodology,enablestheserviceprovidertoalignorfullyintegratetheorganization’smanagementsystems.Forexample,itispossibletointegrateISO/IEC20000withaqualitymanagementsystembaseduponISO9001and/oraninformationsecuritymanagementsystembaseduponISO/IEC27001.Anintegratedmanagementsystemapproachincreasesefficiency,establishesclearaccountabilityandtraceabilityandenhancesorganizationalplanning,communicationandcontrol.

1-應(yīng)用到服務(wù)管理的PDCA供者的SMS是否滿足ISO/IEC20000-1要ISOIEC20000標(biāo)準(zhǔn)本

Figure1—PDCAmethodologyappliedtoserviceAsstatedinISO/IEC20000-“ISO/IEC20000canbeusedanorganizationseekingservicesfromserviceprovidersandrequiringassurancethattheirservicerequirementswillbefulfilled;anorganizationthatrequiresaconsistentapproachbyalltheirserviceproviders,includingthoseinasupplytheserviceproviderthatintendstodemonstrateitscapabilityforthedesign,transition,deliveryandimprovementofservicesthatfulfillservicerequirements;aserviceprovidertomonitor,measureandreviewitsservicemanagementprocessesandservices;aserviceprovidertoimprovethedesign,transition,deliveryandimprovementofservicesthroughtheeffectiveimplementationandoperationoftheSMS;anassessorasthecriteriaforaconformityassessmentofaserviceprovider’sSMStotherequirementsinThispartofISO/IEC20000canbeusedbyanorganizationlookingforguidanceonhowtoimproveservicemanagement,whetherornotitisinterestedinseekingcertification.信息技術(shù)—Part2:?ISO/IEC?ISO/IEC2012-Allrights1范圍11.1總則1.1圖2展示的流程是：中央框里是條款6-9的流程。圍繞條款6-9的流程是條款5設(shè)計(jì)與轉(zhuǎn)換新的服于條款5的新的服務(wù)或變更的服務(wù)時(shí)，所有服務(wù)SMS如何實(shí)施以符合ISOIEC20000-1的要求。ThispartofISO/IEC20000providesguidanceontheapplicationofanSMSbasedonISO/IEC20000-1.ThispartofISO/IEC20000providesexamplesandsuggestionstoenableorganizationstointerpretandapplyISO/IEC20000-1,includingreferencestootherpartsofISO/IEC20000andotherrelevantstandards.ThispartofISO/IEC20000isindependentofspecificbestpracticeframeworksandtheserviceprovidercanapplyacombinationofgenerallyacceptedguidanceandtheirowntechniques.Figure2showstheprocessesfromClauses6to9inthecentralbox.TheClause5designandtransitionofneworchangedservicesprocesssurroundstheClause6to9processes.Thisshowsthattheneworchangedservicesareoperatedbytheprocessesinthecentralbox.WhentherearenoneworchangedservicestowhichClause5applies,allservicescanbedelivereddirectlybyClauses6to9.TheinterfacesbetweentheservicemanagementprocessesandtherelationshipsbetweendifferentcomponentsoftheSMSmaybeimplementeddifferentlybydifferentserviceproviders.ThenatureoftherelationshipbetweentheserviceproviderandthecustomercanalsoinfluencehowtheSMSisimplementedtofulfilltherequirementsofISO/IEC20000-1.ForthesereasonstheinterfacesbetweenprocessesarenotrepresentedinFigure方履行ISO/IEC20000-1:2011標(biāo)準(zhǔn)條款4的要TheserviceproviderisaccountablefortheSMSandthereforecannotaskanotherpartytofulfilltherequirementsofClause4ofISO/IEC20000-1:2011.Forexample,theserviceprovidercannotaskanotherpartytoprovidethetopmanagementanddemonstratetopmanagementcommitmentortodemonstratethegovernanceofprocessesoperatedbyotherparties.由另一方執(zhí)行。例如，服務(wù)提供者可以請(qǐng)其他各SomeactivitiesinClause4maybeperformedbyanotherpartyunderthemanagementoftheserviceprovider.Forexample,serviceproviderscanengageotherpartiestoconductinternalauditsontheirbehalf.Anotherexampleiswhereaserviceproviderasksanotherpartytocreatetheinitialservicemanagementplan.Theplan,oncecreatedandagreed,isthedirectresponsibilityofandismaintainedbytheserviceprovider.Intheseexamples,theserviceproviderisusingotherpartiesforspecificshort-termactivities.Theserviceproviderhasaccountability,authoritiesandresponsibilitiesfortheSMS.TheserviceprovidercanthereforedemonstrateevidenceoffulfillingalloftherequirementsofClause4ofISO/IEC20000-賴(lài)于其他各方執(zhí)行條款5-9提供者是不太可能能夠證明其對(duì)流程的管控。然而，如果只有少數(shù)流程由其他各方執(zhí)行，服務(wù)提供者是可以正常履行ISO/IEC20000-1規(guī)定的要求。Theserviceprovidercanshowevidenceoffulfillingallrequirementsdirectlyorcanshowevidenceoffulfillingmostoftherequirementsdirectlyaswellasthegovernanceofprocessesoperatedbyotherparties.IftheserviceproviderreliesonotherpartiesforoperationofthemajorityoftheprocessesinClauses5to9,theserviceproviderisunlikelytobeabletodemonstrategovernanceoftheprocesses.However,ifotherpartiesoperateonlyaminorityoftheprocesses,theserviceprovidercannormallyfulfilltherequirementsspecifiedininISO/IEC20000-Thedefined,agreedanddocumentedaccountability,authoritiesandresponsibilitiesfortheSMSarereadilyaccessibletoboththeserviceproviderandotherrelevantparties.TofulfilltherequirementsofISO/IEC20000-1theserviceprovidercanagreechangestothetermsofexistingcontractsorotherdocumentedISO/IEC20000excludesthespecificationof,orspecificguidanceabout,anyproductortool.However,organizationscanusethispartofISO/IEC20000tohelpthemuseordevelopproductsortoolsthatsupportoperationoftheSMS.ISO/IEC20000不包括任何產(chǎn)品或工具的規(guī)范或Figure2–Servicemanagement圖2—服務(wù)管理體系2引用標(biāo)準(zhǔn)Normative（包括其任何修訂）ISO/IEC20000-1，信息技術(shù)—服務(wù)管理—第2NormativeThefollowingdocumentsareindispensablefortheapplicationofthisdocument.Fordatedreferences,onlytheeditioncitedapplies.Forundatedreferences,thelatesteditionofthereferenceddocument(includinganyamendments)applies.ISO/IEC20000-1,Informationtechnology—Servicemanagement—Part1:Servicemanagementsystem3術(shù)語(yǔ)和定義Termsand3TermsandForthepurposesofthisdocument,thetermsanddefinitionsgiveninISO/IEC20000-1apply.服務(wù)管理體系總要求Servicemanagementsystemgeneralrequirements管理職責(zé)Management管理承諾Management最高管理層職責(zé)Topmanagement最高管理層應(yīng)該意識(shí)到全面滿足ISO/IEC20000-證明其管理承諾被貫穿于服務(wù)管理體系MS的各個(gè)階段，從服務(wù)管理體系的規(guī)劃和建立開(kāi)始，繼而貫穿服務(wù)管理體系的執(zhí)行、最高管理層承諾的證據(jù)EvidenceoftopmanagementcommitmentServicemanagementsystemgeneralManagementManagementTopmanagementTopmanagementshouldbethemanagementwhodirect,monitorandcontroltheserviceprovideratthehighestTopmanagementshouldbeawarethatfulfillingtherequirementsofISO/IEC20000-1includes:demonstratingtheircommitmenttobeinvolvedatallstagesoftheSMS,startingwiththeplanningandestablishmentoftheSMSandcontinuingthroughtheoperation,monitoring,measurement,review,maintenanceandcontinualimprovementofthedemonstratingtheiraccountabilitiesandresponsibilitiesfortheSMS;ensuringthattheservicerequirements,scopeoftheSMS,servicemanagementpolicyandobjectivesareunderstoodandacknowledgedbyallinterestedpartiesoftheSMS;ensuringthattheservicemanagementplaniscreated,implemented,maintainedandalignedwithbusinessensuringtheprovisionofadequateresourcestofulfilltheservicemanagementobjectivesandtoadheretotheservicemanagementpolicy;ensuringthattheperformanceoftheSMSisreportedtothetopmanagementlevel;achievingtheobjectivesofservicemanagement,includingwhenthesevaryduetochangingbusinessneedsorservicerequirements;ensuringthatriskstoservicesareminimised,e.g.byassessingrisksassociatedwithchangesandtakingTopmanagementshouldalsoensurethatallservicelifecylestagesaredeliveredtotheagreedlevels,asdefinedintheservicerequirements.Theservicelifecycleincludesplanning,implementation,operation,monitoring,measurement,review,maintenanceandcontinualimprovement.Theservicelifecyclealsoincludestransferoftheservicetoacustomeroradifferentpartyoreventualremovaloftheservice.TopmanagementshouldbeawarethattheyareaccountableforensuringthattheSMSandtheservicesdeliveredbytheSMSareassessedandreviewed.Assessmentsshouldincludetheserviceprovider’sownreviewsandinternalaudits,aswellasexternalaudits.FurtherinformationaboutmanagementreviewscanbefoundinClause4.5ofthispartofISO/IEC2000.2EvidenceoftopmanagementWithoutmanagementcommitment,itispossiblethatmanagementdecisionscanbemadethatconflictwithrequirementsforaneffectiveSMS.Examplescaninclude?ISO/IEC?ISO/IEC2012-Allrights最高管理層溝通Topmanagement

reallocationofresourcestootherprojects,lackofcommunicationabouttheSMSandunresolvedconflictsinprocessdesign.Thereshouldbeevidenceofmanagementcommitmentandaccountabilityavailableforreviewbyanassessor.Topmanagementshouldbeabletoprovideevidencebasedonrecordsoftheirinvolvementin:regularmeetingsabouttheSMS,e.g.chairingplanningmeetingssothattheSMSremainsalignedwithbusinessneedsandneworchangedservicerequirements;ensuringtheSMSincludesadefinitionofthescope,theservicemanagementpolicy,servicemanagementobjectivesandtheservicemanagementplan;approvaloftheservicemanagementpolicy,servicemanagementobjectivesandoftheservicemanagementapprovalofprocessesandproceduresconsistentwith,andsupportiveof,theSMSpolicies.Topmanagementapprovaloftheservicemanagementplanisimportantbecausetheplancanhaveimplicationsforcommitmentstothecustomer,planningactivitiesforsuppliersandtheallocationofresourcesforimprovementsandotherchanges.Thealignmentbetweenpolicies,processesandproceduresenablestopmanagementdirectiontobecascadedtoallserviceproviderpersonnel.Thisshouldalignmanagementdecisionswiththewaytheserviceprovider'spersonneloperateonadaytodaybasis.TopmanagementTopmanagementshouldbeactivelyinvolvedinanongoingprogrammeofcommunications.CommunicationsshouldbedirectedbyapprovedcommunicationsproceduresasdescribedinClause.TopmanagementshouldbeactivelyinvolvedinanongoingprogrammeofcommunicationstoexplainhowtheestablishedSMSisalignedwithbusinessobjectivesandcustomerexpectations.ThisisimportanttothesuccessoftheSMSbecausepersonnelwhounderstandthepurposeandimportanceoftheSMSarelesslikelytoresistchangesduetofearorlackofknowledge.TopmanagementcommunicationsabouttheSMScanbeanopportunityfortheserviceprovidertomotivatetheirownorganization.Additionally,anappreciationoftheimportanceoftheSMSbybothmanagementandpersonnel,shouldreducetheriskorlikelihoodthatdecisionswillbemadeorsolutionsdeliveredthatareincontradictionwiththeSMS.Theprogrammeofcommunicationsshouldexplaintheorganizationalchanges,policies,standards,visionandmissionaswellasbusinesstargets;businessneeds,e.g.therelationshipbetweentheSMSandtheservicesdelivered,aswellashowthesesupportthedefinedorganizationalgoalsandobjectives;howtheestablishedSMSisalignedwithbusinessobjectivesandcustomerexpectations;howtheservicemanagementpolicy,servicemanagementobjectivesandservicemanagementplan服務(wù)管理目標(biāo)Servicemanagement

supportfulfillmentofservicecustomerrequirements,e.g.servicetargets,predictedcapacitybaseduponpredicteddemand,informationsecurityandservicecontinuitytosupportbusinessstatutoryrequirements,suchasworkinghours,healthandsafetyanddataprotection,whichvarybycountry;regulatoryrequirements,e.g.thatrecordsarekeptforaspecificperiodoftime;contractualrequirements,e.g.arequirementtosignanon-disclosureagreementbeforehavingaccesstotheserviceprovider'sinformation;documentedagreementswiththeregularanalysisofdatagatheredthroughmeasurementoftheSMSandcomponents,e.g.processmeasurements.Additionally,communicationscanbeanopportunityfortheserviceprovidertomotivatetheirownorganization.AprogrammeofcommunicationsisimportanttothesuccessoftheSMSbecausepersonnelwhounderstandthepurposeandimportanceoftheSMSarelesslikelytoresistchangesduetofearorlackofknowledge.CommunicationsshouldgenerateanappreciationoftheimportanceoftheSMSbybothmanagementandpersonnelandreducetheriskorlikelihoodthatdecisionswillbemadeorsolutionsdeliveredthatareincontradictionwiththeSMS.TheoutcomeofthesecommunicationsactivitiesshouldbethatpeopleunderstandtheirroleinservicemanagementandhowtheycontributetofulfillingtheservicerequirementsandmeetingtheservicemanagementServicemanagementTopmanagementshoulddefinetheagreedobjectivesforservicemanagement.ObjectivesshouldbealignedwiththebusinessobjectivesandwiththeservicemanagementForexample,genericservicemanagementobjectivescanincludethefollowing:enableincreasedbusinessagilitythroughfasterdeliveryofneworchangedservices;reduceunplannednon-availabilityforbusinesscriticaloptimizethecostoftheservicesdeliveredthroughoperationalefficiency;increasequalityofserviceswhilereducingActualservicemanagementobjectivesshouldbedefinedsothatachievementsagainsttheobjectivescanbeaccuratelymeasured.Measurementshouldalsoenableopportunitiesforimprovementtobeprioritized.Objectivesshouldbeakeyinputintotheservicemanagementplan.TheplanshouldidentifyactionsforachievementoftheobjectivesandalignmentwithothercomponentsoftheSMS.Servicemanagementobjectivesshouldbereviewedatregularintervalstoenabletopmanagementtodecidehow服務(wù)管理計(jì)劃Servicemanagement

andwhentheyshouldbeTheserviceprovidershouldensurethattheeffectivenessofeachcomponentoftheSMSismeasuredtoassesstheeffectivenessofsupportfortheservicemanagementobjectives.Forexample,measurementoftheeffectivenessofthesupportoftheobjectivesbyaspecificprocess.ThemeasurementsshouldalsodemonstratevalueoftheSMSinsupportingthebusinessobjectives.Theserviceprovidercanfinditusefultomeasurethecontributionsofindividualstowardsachievementoftheobjectives.ThiswillfacilitatepersonnelsupportingtheSMStoworkinanintegratedwaytowardthesamegoals.ServicemanagementTheservicemanagementplanshouldfacilitatethecoordinationofallSMSinitiativestoensuretheachievementoftheservicemanagementobjectives.Theplanandpoliciesshouldalsobealigned.Theplancanbeapowerfulmechanismforenablingendtoendvisibilityandcontrol.Itshouldalsopreventincompatibleinitiativesfrombeingapprovedorimplemented.TheplanshouldenabletheutilizationofresourcesandcapabilitiestobeasefficientandeffectiveasTheplanshouldbecommunicatedtoallinterestedparties.Thisshouldensureacommonunderstandingofthescopeofinitiatives,thetasks,timeframesandallocatedresponsibilities.AllocatedresponsibilitiesshouldbeincludedintheperformancemeasurementsofeveryoneinvolvedintheSMS,includingthoseinvolvedininitiativesoftheservicemanagementplan.TheplanshouldnotbeconsideredtobecompletedwhentheSMSisimplemented.Itshouldexistindefinitelybybeingamendedtoaccommodatethechangingbusinessneeds,customerrequirementsorprioritiesoftheserviceTheservicemanagementplancanconsistofonesingleplanoraprogrammeofcoordinatedchangesmanagedcentrallywithsomechangesimplementedlocally.Theserviceprovidershouldalwaysbeawareoftheneedtokeepallchangesimplementedlocallyundertheoverallmanagementoftheservicemanagementplan.Forexample,animprovementtoaprocessmaybeperformedlocally,underthelocalcontrolprocessowner,butitisincludedinthecentrallymanagedoverallprogramme.Plansforaspecificpurpose,e.g.fortheservicecontinuityandavailabilitymanagementprocess,maybereferencedfromtheoverallservicemanagementplanratherthanincludedwithinit.Thespecialistplansandtheiralignmentwiththeoverallplanshouldbereviewedatafrequencythatissuitablefortherateofchange.ThisshouldbeatleastAnychangesresultingfromreviewsorchangestoservicerequirementsorindividualplansshouldbedocumentedintheoverallservicemanagementplan.Forexample,officehourschangingtofull24houroperation,replacementtechnologyorchangestoskills.Thecontentsoftheservicemanagementplanshouldan支持服務(wù)管理計(jì)劃的資源Resourcestosupporttheservicemanagementplan服務(wù)要求的內(nèi)容Contentsoftheservice

adescriptionoftheorganizationalfunctionsoftheserviceprovider;prioritiesofexpectedoutcomesalignedtobusinessperformanceserviceprojecttasksandbenefitsrealizationachievedastheresultofpreviouslyimplementedimprovements;timeframesandpersonsresponsibleforcarryingouttheinitiativesoftheplan;risksandriskmitigationRiskstotheservicemanagementplanshouldbeidentified,assessedandmanagedbothinitiallyandaspartofthePDCAmethodology.Theriskassessmentshouldcovertheinputs,outputs,activitiesandtheresponsibilityandaccountabilityformitigationofrisks.Theplanshouldalsobedesignedtoensuretheagreedobjectivesandservicerequirementswillbeachieved.ResourcestosupporttheservicemanagementTheresourcesnecessarytoachievetheservicemanagementobjectivesshouldbedocumentedintheservicemanagementplan.Thefollowingshouldbeconsidered:humanresourcingshouldtakeintoaccounttheskillsandexperienceoftheindividualsandnotjustbebasedsolelyonthenumberofpeople;technicalresources,e.g.infrastructureandcapacitytoachievetherequiredperformance;toolstosupporttheprocessesintheofficeaccommodation,otherfacilitiesandfacilitiesforservicecontinuity;dataandinformation,e.g.detailsofcustomerrequirements,thecustomer’sbusinessplans,theserviceprovider’sbusinessneeds,servicemanagementpolicies,performancemeasurementsandotherreports;financialresources,budgetedatalevelofdetailsuitabletomanagetheplanning,implementation,operationandimprovementoftheSMS;quantityandavailabilityofthepersonneloftheserviceprovider,andtheirhoursworked;processes,proceduresandtimescalesfortheintroduction,retentionandsuccessionplanningofsuitablyskilledpersonnel.ContentsoftheserviceClause3.34ofISO/IEC20000-1includestheneedsofthebusiness,thecustomerandtheusersoftheserviceandneedsoftheserviceproviderinthedefinitionofservicerequirements.Topmanagementshouldberesponsibleforensuringthattheservicesdeliveredfulfilltheagreed用Theroleoftopmanagementinagreeingandmeetingservicerequirements從用戶(hù)的角度來(lái)看服務(wù)的功能，包括用戶(hù)對(duì)諾在由于重大中斷或?yàn)?zāi)難所導(dǎo)致的服務(wù)級(jí)別下降例2例3

serviceBoththecustomer’srequirementsandthebusinessneedsshouldbedocumented,monitored,reviewedandmanagedtoensureongoingalignmentwithneworchangedservicesaswellaswithservicesintheliveenvironment.Servicerequirementsshouldincluderequiredservicetargetsandqualityexpectations.Theneedsoftheserviceprovidershouldincludedetailsofresourceandcapabilityrequirements.TheservicerequirementsareaninputintotheSMS,showninFigure2.Examplesofservicerequirementscanaserviceinuse,includingtheservicelevelqualitycriteriaforthedesignofneworchangedprioritiesforthebusinesscriticalityofrequirementsforregulatoryinformationsecurityTheroleoftopmanagementinagreeingandmeetingservicerequirementsTopmanagementshouldensurethattheservicerequirementsaredefinedintermsof:desiredresultsthatcustomersexpecte.g.improvedeffectiveness,efficiency,satisfaction;theconstraintsthattheservicewillfunctionalityofaservicefromthecustomer’sperspective,includingtheneedsoftheusersoftheservice,oftenreferredtoas'fitforpurpose';patternsofbusinessactivityanddemandthattheserviceshouldsupport;assurancethattheserviceandproductswillbeprovidedorwillmeetcertainagreedspecifications,oftenreferredtoaswarranty.Atypicalcharacteristicofwarrantyisthatitisdefinedintermsofservicecontinuity,availability,capacityandsecurity.Forexample,warranty