ISOIEC-20000-1-2011《信息技术-Part1-服务管理体系-要求》中英文对照

信息技术----服务管理---Part1:服务管理体系要求ISO/IEC200000-1Secondedition2011-04-15INTERNATIONALSTANDARDReferencenumberISO/IEC200000-1:2011(E)ISO/IEC20000-1：2011(中英文对照版)版本：V1.0©ISO/IEC2011-Allrightsreserved前言Foreword.....................................................................................................................6介绍Introduction................................................................................................................81范围Scope.....................................................................................................................111.1总则General..........................................................................................................111.2应用Application.....................................................................................................112引用标准Normativereferences.....................................................................................133术语和定义Termsanddefinitions................................................................................134服务管理体系总要求Servicemanagementsystemgeneralrequirements.....................184.1管理职责Managementresponsibility.....................................................................184.1.1管理承诺Managementcommitment...............................................................184.1.2服务管理政策Servicemanagementpolicy......................................................184.1.3权利、职责和沟通Authority,responsibilityandcommunication...................184.1.4管理者代表Managementrepresentative.........................................................184.2对其他相关方所运营过程的管控Governanceofprocessesoperatedbyotherparties.............................................................................................................................184.3文件管理Documentationmanagement..................................................................194.3.1建立和维护文件Establishandmaintaindocuments.......................................194.3.2文件的控制Controlofdocuments...................................................................194.3.3记录的控制Controlofrecords........................................................................204.4资源管理Resourcemanagement............................................................................204.4.1资源的提供Provisionofresources..................................................................204.4.2人力资源Humanresources.............................................................................204.5建立和改进SMSEstablishandimprovetheSMS..................................................20ISO/IEC20000-1：2011(中英文对照版)版本：V1.0©ISO/IEC2011-Allrightsreserved4.5.1定义范围Definescope.....................................................................................204.5.2规划SMSPlantheSMS（Plan）...................................................................214.5.3实施和执行SMSImplementandoperatetheSMS（DO）............................214.5.4监控和回顾SMSMonitorandreviewtheSMS（Check）.............................224.5.4.1总要求General........................................................................................224.5.4.2内部审核Internalaudit...........................................................................224.5.4.3管理评审Managementreview.................................................................224.5.5维护和改进SMSMaintainandimprovetheSMS（ACT）............................234.5.5.1总要求General........................................................................................234.5.5.2管理改进Managementofimprovements..................................................235设计并转换新的或变更的服务Designandtransitionofneworchangedservices........245.1总要求General.......................................................................................................245.2规划新的或变更的服务Planneworchangedservices...........................................245.3设计和开发新的或变更的服务Designanddevelopmentofneworchangedservices........................................................................................................................................255.4新的或变更的服务的转换Transitionofneworchangedservices..........................266服务交付过程Servicedeliveryprocesses...............................................................266.1服务级别管理Servicelevelmanagement........................................................266.2服务报告Servicereporting.....................................................................................266.3服务连续性和可用性管理Servicecontinuityandavailabilitymanagement..........276.3.1服务连续性和可用性需求Servicecontinuityandavailabilityrequirements..276.3.2服务连续性和可用性计划Servicecontinuityandavailabilityplans...............276.3.3服务连续性和可用性的监控与测试ServicecontinuityandavailabilityISO/IEC20000-1：2011(中英文对照版)版本：V1.0©ISO/IEC2011-Allrightsreservedmonitoringandtesting.................................................................................................286.4服务的预算与核算Budgetingandaccountingforservices.....................................286.5容量管理Capacitymanagement............................................................................296.6信息安全管理Informationsecuritymanagement..................