ISO20000.1-2011标准下载-信息技术服务管理体系要求

      附件版本为中英文对照版，仅供学习参考。ISO20000-1为信息技术服务管理体系，目前最新版为2011版，我国等同采用ISO20000标准转化为国标GB/T24405.1仅停留在2009版。免费注册即可下载，如不愿注册可加入我公司QQ群空间下载获得。

前言 Foreword ......................................................................................................... 6
介绍 Introduction ..................................................................................................... 8
1 范围Scope ........................................................................................................... 11
1.1 总则General ....................................................................................................... 11
1.2 应用Application.................................................................................................... 11
2 引用标准 Normative references ..................................................................................... 13
3 术语和定义 Terms and definitions ................................................................................ 13
4 服务管理体系总要求 Service management system general requirements ..................... 18
4.1 管理职责 Management responsibility ..................................................................... 18
4.1.1 管理承诺 Management commitment ............................................................... 18
4.1.2 服务管理政策 Service management policy ...................................................... 18
4.1.3 权利、职责和沟通 Authority, responsibility and communication ................... 18
4.1.4 管理者代表 Management representative ......................................................... 18
4.2 对其他相关方所运营过程的管控 Governance of processes operated by other parties .............................. 18
4.3 文件管理 Documentation management .................................................................. 19
4.3.1 建立和维护文件 Establish and maintain documents ....................................... 19
4.3.2 文件的控制 Control of documents ................................................................... 19
4.3.3 记录的控制Control of records ........................................................................ 20
4.4 资源管理 Resource management ............................................................................ 20
4.4.1 资源的提供 Provision of resources .................................................................. 20
4.4.2 人力资源 Human resources ............................................................................. 20
4.5 建立和改进SMS Establish and improve the SMS .................................................. 20

4.5.1 定义范围 Define scope ..................................................................................... 20
4.5.2 规划SMS Plan the SMS（Plan） ................................................................... 21
4.5.3 实施和执行SMS Implement and operate the SMS（DO） ............................ 21
4.5.4 监控和回顾SMS Monitor and review the SMS（Check） ............................. 22
4.5.4.1 总要求 General ........................................................................................ 22
4.5.4.2 内部审核 Internal audit ........................................................................... 22
4.5.4.3 管理评审 Management review ................................................................. 22
4.5.5 维护和改进SMS Maintain and improve the SMS（ACT） ............................ 23
4.5.5.1 总要求 General ........................................................................................ 23
4.5.5.2 管理改进Management of improvements .................................................. 23
5 设计并转换新的或变更的服务 Design and transition of new or changed services ........ 24
5.1 总要求General ............................................................................................. 24
5.2 规划新的或变更的服务 Plan new or changed services ........................................... 24
5.3 设计和开发新的或变更的服务Design and development of new or changed     services ............................ 25
5.4 新的或变更的服务的转换 Transition of new or changed services .......................... 26
6 服务交付过程 Service delivery processes ............................................................... 26
6.1 服务级别管理Service level management ........................................................ 26
6.2 服务报告Service reporting ................................................................................... 26
6.3 服务连续性和可用性管理 Service continuity and availability management .......... 27
6.3.1 服务连续性和可用性需求 Service continuity and availability requirements .. 27