IEEE 20000-2-2013 en Adoption of ISO IEC 20000-2 2012 Information technology-Service management - Part 2 Guidance on the application of service management syste.pdf

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14、tent rights, and the risk of infringement of such rights, is entirely their own responsibility. Further information may be obtained from the IEEE Standards Association. Copyright 2013 IEEE. All rights reserved. viParticipants At the time this standard was adopted, the P20000-2 Working Group had the

15、following membership: Annette Reilly, Chair for Adoption James Moore, Computer Society Liaison Representative to ISO/IEC JTC 1/SC 7 The following members of the individual balloting committee voted on this standard. Balloters may have voted for approval, disapproval, or abstention. Johann Amsenga Ba

16、kul Banerjee Pieter Botman Susan Burgess William Byrd Keith Chow Raul Colcher Paul Croll Geoffrey Darnton Ronald Dean Teresa Doran Andrew Fieldsend Eva Freund David Friscia Randall Groves John Harauz Werner Hoelzl Noriyuki Ikeuchi Atsushi Ito Mark Jaeger Cheryl Jones Piotr Karocki Yuri Khersonsky Th

17、omas Kurihara Susan Land David Leciston William Lumpkins Greg Luri Wayne Manges James Moore Michael S. Newman Mark Paulk Ulrich Pohl Annette Reilly Robert Robinson Randall Safier Bartien Sayogo Robert Schaaf Stephen Schwarm James Smith Friedrich Stallinger Thomas Starai Walter Struppler Marcy Stutzm

18、an John Vergis Jingxin Wang Oren Yuen Janusz Zalewski Daidi Zhongg Copyright 2013 IEEE. All rights reserved. viiWhen the IEEE-SA Standards Board approved this standard on 3 May 2013, it had the following membership: John Kulick, Chair David J. Law, Vice Chair Richard H. Hulett, Past Chair Konstantin

19、os Karachalios, Secretary Masayuki Ariyoshi Peter Balma Farooq Bari Ted Burse Wael William Diab Stephen Dukes Jean-Philippe Faure Alexander Gelman Mark Halpin Gary Hoffman Paul Houz Jim Hughes Michael Janezic Joseph L. Koepfinger* Oleg Logvinov Ron Petersen Gary Robinson Jon Walter Rosdahl Adrian St

20、ephens Peter Sutherland Yatin Trivedi Phil Winston Yu Yuan *Member Emeritus Also included are the following nonvoting IEEE-SA Standards Board liaisons: Richard DeBlasio, DOE Representative Michael Janezic, NIST Representative Catherine Berger IEEE Standards Senior Program Manager, Document Developme

21、nt Malia Zaman IEEE Standards Program Manager, Technical Program DevelopmentCopyright 2013 IEEE. All rights reserved. viiiContents of IEEE Adoption of ISO/IEC 20000-2:2012 ISO/IEC 20000-2:2012 . 1 Copyright 2013 IEEE. All rights reserved. 1IEEE StandardAdoption of ISO/IEC 20000-2:2012, Information t

22、echnologyService managementPart 2: Guidance on the application of service management systems IMPORTANT NOTICE: IEEE Standards documents are not intended to ensure safety, health, or environmental protection, or ensure against interference with or from other devices or networks. Implementers of IEEE

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25、aimers.html. Reference numberISO/IEC 20000-2:2012(E)ISO/IEC 2012INTERNATIONALSTANDARDISO/IEC20000-2Second edition2012-02-15Information technology Service management Part 2: Guidance on the application of service management systems Technologies de linformation Gestion des services Partie 2: Directive

26、s relatives lapplication des systmes de management des services ISO/IEC 20000-2:2012(E) COPYRIGHT PROTECTED DOCUMENT ISO/IEC 2012 All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means, electronic or mechanical, includin

27、g photocopying and microfilm, without permission in writing from either ISO at the address below or ISOs member body in the country of the requester. ISO copyright office Case postale 56 g120 CH-1211 Geneva 20 Tel. + 41 22 749 01 11 Fax + 41 22 749 09 47 E-mail copyrightiso.org Web www.iso.org Publi

28、shed in Switzerland ii ISO/IEC 2012 All rights reserved ISO/IEC 20000-2:2012(E) ISO/IEC 2012 All rights reserved iiiContents PageForeword . vg3Introduction vig31g3 Scope 1g31.1g3 General . 1g31.2g3 Application . 2g32g3 Normative references 2g33g3 Terms and definitions . 2g34g3 Service management sys

29、tem general requirements . 2g34.1g3 Management responsibility 2g34.2g3 Governance of processes operated by other parties 13g34.3g3 Documentation management . 15g34.4g3 Resource management . 17g34.5g3 Establish and improve the SMS . 19g35g3 Design and transition of new or changed services . 24g35.1g3

30、 General . 24g35.2g3 Plan new or changed services . 25g35.3g3 Design and development of new or changed services . 28g35.4g3 Transition of new or changed services . 31g35.5g3 Documents and records . 31g35.6g3 Authorities and responsibilities . 32g36g3 Service delivery processes 32g36.1g3 Service leve

31、l management . 32g36.2g3 Service reporting . 37g36.3g3 Service continuity and availability management . 38g36.4g3 Budgeting and accounting for services 43g36.5g3 Capacity management 46g36.6g3 Information security management . 49g37g3 Relationship processes 53g37.1g3 Business relationship management

32、53g37.2g3 Supplier management . 56g38g3 Resolution processes . 59g38.1g3 Incident and service request management 59g38.2g3 Problem management . 62g39g3 Control processes . 65g39.1g3 Configuration management 65g39.2g3 Change management 69g39.3g3 Release and deployment management . 72g3Annex A (inform

33、ative) Interfaces between processes and integration of processes with SMS . 77g3Bibliography 84g3Figures and Tables Figure 1 PDCA methodology applied to service management . viig3Figure 2 Service management system 1g3Figure 3 Example of relationship with lead suppliers and sub-contracted suppliers 5

34、8g3ISO/IEC 20000-2:2012(E) iv ISO/IEC 2012 All rights reservedTable 1 Example matrix of incident resolution target times based on priorities 60g3Table A.1 Interfaces and integration for design and transition of new or changed services 77g3Table A.2 Interfaces and integration for SLM 77g3Table A.3 In

35、terfaces and integration for service reporting 78g3Table A.4 Interfaces and integration for service continuity and availability management 78g3Table A.5 Interfaces and integration for budgeting and accounting for services .79g3Table A.6 Interfaces and integration for capacity management .79g3Table A

36、.7 Interfaces and integration for ISM .80g3Table A.8 Interfaces and integration for BRM .80g3Table A.9 Interfaces and integration for supplier management 81g3Table A.10 Interfaces and integration for incident and service request management .81g3Table A.11 Interfaces and integration for problem manag

37、ement 82g3Table A.12 Interfaces and integration for configuration management .82g3Table A.13 Interfaces and integration for change management .83g3Table A.14 Interfaces and integration for release and deployment management .83g3ISO/IEC 20000-2:2012(E) ISO/IEC 2012 All rights reserved vForewordISO (t

38、he International Organization for Standardization) and IEC (the International Electrotechnical Commission) form the specialized system for worldwide standardization. National bodies that are members of ISO or IEC participate in the development of International Standards through technical committees

39、established by the respective organization to deal with particular fields of technical activity. ISO and IEC technical committees collaborate in fields of mutual interest. Other international organizations, governmental and non-governmental, in liaison with ISO and IEC, also take part in the work. I

40、n the field of information technology, ISO and IEC have established a joint technical committee, ISO/IEC JTC 1. International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2. The main task of the joint technical committee is to prepare International Standar

41、ds. Draft International Standards adopted by the joint technical committee are circulated to national bodies for voting. Publication as an International Standard requires approval by at least 75 % of the national bodies casting a vote. Attention is drawn to the possibility that some of the elements

42、of this document may be the subject of patent rights. ISO and IEC shall not be held responsible for identifying any or all such patent rights. ISO/IEC 20000-2 was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology,Subcommittee SC 7, Software and systems engineering.This seco

43、nd edition cancels and replaces the first edition (ISO/IEC 20000-2:2005), which has been technically revised. The major differences are as follows: g127 closer alignment to ISO 9001 and ISO/IEC 27001; g127 changes in terminology to reflect international usage; g127 new guidance on governance of proc

44、esses operated by other parties; g127 more guidance on defining the scope of the SMS; g127 more guidance on continual improvement of the SMS and services; g127 more guidance on the design and transition of new or changed services. ISO/IEC 20000 consists of the following parts, under the general titl

45、e Information technology Service management:g127 Part 1: Service management system requirements g127 Part 2: Guidance on the application of service management systems g127 Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1 Technical Reportg127 Part 4: Process reference model T

46、echnical Reportg127 Part 5: Exemplar implementation plan for ISO/IEC 20000-1 Technical ReportISO/IEC 20000-2:2012(E) vi ISO/IEC 2012 All rights reservedIntroductionThis part of ISO/IEC 20000 provides guidance on the application of service management systems (SMS) based on ISO/IEC 20000-1. This part

47、of ISO/IEC 20000 does not add any requirements to those stated in ISO/IEC 20000-1 and does not state explicitly how evidence can be provided to an assessor or auditor. The intent of this part of ISO/IEC 20000 is to enable organizations and individuals to interpret ISO/IEC 20000-1 more accurately, an

48、d therefore use it more effectively. An SMS is defined in ISO/IEC 20000-1 as a management system to direct, monitor and control the service management activities of the service provider. The SMS should include what is required for the planning, design, transition, delivery and improvement of service

49、s. At a minimum this includes service management policies, objectives, plans, processes, process interfaces, documentation and resources. The SMS encompasses all the processes as an over-arching management system, with the service management processes as part of the SMS. Coordinated integration and implementation of an SMS provides ongoing control, greater effectiveness, efficiency and opportunities for continua