BS PD ISO IEC TR 20000-10-2015 Information technology Service management Concepts and terminology《信息技术 服务管理 概念和术语》.pdf

1、BSI Standards Publication Information technology Service management Part 10: Concepts and terminology PD ISO/IEC TR 20000-10:2015National foreword This Published Document is the UK implementation of ISO/IEC TR 20000- 10:2015. It supersedes PD ISO/IEC TR 20000-10:2013 which is withdrawn. The UK parti

2、cipation in its preparation was entrusted by Technical Committee IST/60, IT Service Management and IT Governance, to Subcommittee IST/60/2, IT Service Management. A list of organizations represented on this committee can be obtained on request to its secretary. This publication does not purport to i

3、nclude all the necessary provisions of a contract. Users are responsible for its correct application. The British Standards Institution 2015. Published by BSI Standards Limited 2015 ISBN 978 0 580 90002 0 ICS 03.080.99; 35.020 Compliance with a British Standard cannot confer immunity from legal obli

4、gations. This Published Document was published under the authority of the Standards Policy and Strategy Committee on 30 November 2015. Amendments/corrigenda issued since publication Date Text affected PUBLISHED DOCUMENT PD ISO/IEC TR 20000-10:2015Information technology Service management Part 10: Co

5、ncepts and terminology Technologies de linformation Gestion des services Partie 10: Concepts et terminologie TECHNICAL REPORT ISO/IEC TR 20000-10 Second edition 2015-11-01 Reference number ISO/IEC TR 20000-10:2015(E) ISO/IEC 2015 PD ISO/IEC TR 20000-10:2015 ii ISO/IEC 2015 All rights reserved COPYRI

6、GHT PROTECTED DOCUMENT ISO/IEC 2015, Published in Switzerland All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet,

7、 without prior written permission. Permission can be requested from either ISO at the address below or ISOs member body in the country of the requester. ISO copyright office Ch. de Blandonnet 8 CP 401 CH-1214 Vernier, Geneva, Switzerland Tel. +41 22 749 01 11 Fax +41 22 749 09 47 copyrightiso.org ww

8、w.iso.org ISO/IEC TR 20000-10:2015(E) PD ISO/IEC TR 20000-10:2015 ISO/IEC TR 20000-10:2015(E)Foreword v Introduction vii 1 Scope . 1 2 T erms and definitions . 1 3 Terminology used in ISO/IEC 20000 6 4 Service management systems . 7 4.1 General . 7 4.2 What is an SMS 7 4.3 The integrated process app

9、roach . 8 4.4 Continual improvement 8 4.5 What constitutes an effective SMS . 9 4.6 Benefits of an SMS based on ISO/IEC 20000 9 4.6.1 General benefits of an SMS 9 4.6.2 Benefits from independent assessment of an SMS against ISO/IEC 20000-1 .10 4.6.3 Benefits related to different service management s

10、cenarios .11 4.7 Misperceptions about an SMS and ISO/IEC 20000-1 .12 4.7.1 Introduction 12 4.7.2 Misperception 1 ISO/IEC 20000 is only for large commercial organisations 12 4.7.3 Misperception 2 ISO/IEC 20000 is only applicable to IT infrastructure .13 4.7.4 Misperception 3 ISO/IEC 20000 is only for

11、 external service providers 13 4.7.5 Misperception 4 Service providers should use a specific best practice framework to fulfil the requirements specified in ISO/IEC 20000-1 13 4.7.6 Misperception 5 ISO/IEC 20000 can make service management slow, more costly and bureaucratic 13 5 ISO/IEC 20000 14 5.1

12、 General 14 5.2 ISO/IEC 20000-1:2011 Service management system requirements 15 5.2.1 Scope .15 5.2.2 Purpose .15 5.3 ISO/IEC 20000-2:2012 Guidance on application of service management systems .15 5.3.1 Scope .15 5.3.2 Purpose .15 5.3.3 Relationship with ISO/IEC 20000-1:2011 15 5.4 ISO/IEC 20000-3:20

13、12 Guidance on scope definition and applicability of ISO/ IEC 20000-1 16 5.4.1 Scope .16 5.4.2 Purpose .16 5.4.3 Relationship with ISO/IEC 20000-1:2011 16 5.5 ISO/IEC TR 20000-4:2010 Process reference model .16 5.5.1 Scope .16 5.5.2 Purpose .16 5.5.3 Relationship with ISO/IEC 20000-1:2011 17 5.6 ISO

14、/IEC TR 20000-5:2013 Exemplar implementation plan for ISO/IEC 20000-1 .17 5.6.1 Scope .17 5.6.2 Purpose .17 5.6.3 Relationships with ISO/IEC 20000-1:2011 .17 5.7 ISO/IEC TR 20000-9:2015 Guidance on the application of ISO/IEC 20000-1 to cloud services 18 5.7.1 Scope .18 5.7.2 Purpose .18 5.7.3 Relati

15、onships with ISO/IEC 20000-1:2011 .18 6 Other related International Standards and Technical Reports 18 ISO/IEC 2015 All rights reserved iii Contents Page PD ISO/IEC TR 20000-10:2015 ISO/IEC TR 20000-10:2015(E)6.1 Closely related International Standards and Technical Reports .18 6.2 ISO/IEC TS 15504-

16、8:2012 19 6.2.1 Scope .19 6.2.2 Purpose .19 6.2.3 Relationships with ISO/IEC 20000-1:2011 .19 6.3 ISO/IEC 27013: .19 6.3.1 Scope .19 6.3.2 Purpose .19 6.3.3 Relationships with ISO/IEC 20000-1:2011 .19 6.4 ISO/IEC TR 90006:2013 20 6.4.1 Scope .20 6.4.2 Purpose .20 6.4.3 Relationships with ISO/IEC 200

17、00-1:2011 .20 6.5 Supporting International Standards .21 6.5.1 General.21 6.5.2 ISO 9000:2005 21 6.5.3 ISO 9001:2008 21 6.5.4 ISO 10007:2003 .22 6.5.5 ISO/IEC 19770-1:2012 22 6.5.6 ISO/IEC 27000:2014 .22 6.5.7 ISO/IEC 27001:2013 .23 6.5.8 ISO/IEC 27031:2011 .23 6.5.9 ISO 31000:2009 .23 6.5.10 ISO/IE

18、C 38500:2015 .23 6.5.11 ISO 22301:2012 .24 Bibliography .25 iv ISO/IEC 2015 All rights reserved PD ISO/IEC TR 20000-10:2015 ISO/IEC TR 20000-10:2015(E) Foreword ISO (the International Organization for Standardization) and IEC (the International Electrotechnical Commission) form the specialized syste

19、m for worldwide standardization. National bodies that are members of ISO or IEC participate in the development of International Standards through technical committees established by the respective organization to deal with particular fields of technical activity. ISO and IEC technical committees col

20、laborate in fields of mutual interest. Other international organizations, governmental and non-governmental, in liaison with ISO and IEC, also take part in the work. In the field of information technology, ISO and IEC have established a joint technical committee, ISO/IEC JTC 1. The procedures used t

21、o develop this document and those intended for its further maintenance are described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the different types of document should be noted. This document was drafted in accordance with the editorial rules of the IS

22、O/IEC Directives, Part 2 (see www.iso.org/directives). Attention is drawn to the possibility that some of the elements 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. Details of any patent rights identifie

23、d during the development of the document will be in the Introduction and/or on the ISO list of patent declarations received (see www.iso.org/patents). Any trade name used in this document is information given for the convenience of users and does not constitute an endorsement. For an explanation on

24、the meaning of ISO specific terms and expressions related to conformity assessment, as well as information about ISOs adherence to the WTO principles in the Technical Barriers to Trade (TBT) see the following URL: Foreword - Supplementary information The committee responsible for this document is IS

25、O/IEC JTC 1, Information technology, Subcommittee SC 40, IT Service Management and IT Governance. This second edition cancels and replaces the first edition (ISO/IEC TR 20000-10:2013), which has been technically revised. ISO/IEC 20000 consists of the following parts, under the general title Informat

26、ion technology Service management: Part 1: Service management system requirements Part 2: Guidance on the application of service management systems Part 3: Guidance on scope definition and applicability of ISO/IEC 200001 Part 4: Process reference model Technical Report Part 5: Exemplar implementatio

27、n plan for ISO/IEC 200001 Technical Report Part 9: Guidance on the application of ISO/IEC 200001 to cloud services Technical Report Part 10: Concepts and terminology Technical Report Part 11: Guidance on the relationship between ISO/IEC 200001:2011 and service management frameworks: ITIL 1)Technical

28、 Report The following parts are under preparation Part 6: Requirements for bodies providing audit and certification of service management systems Part 8: Guidance on usage and benefits of the application of service management systems for smaller organizations Technical Report 1) ITIL is a registered

29、 trademark of AXELOS Limited. ISO/IEC 2015 All rights reserved v PD ISO/IEC TR 20000-10:2015 ISO/IEC TR 20000-10:2015(E) Part 12: Guidance on the relationship between ISO/IEC 200001:2011 and service management frameworks: CMMI-SVC 2)Technical Report 2) CMMI and CMMI-SVC are registered trademarks of

30、the CMMI Institute.vi ISO/IEC 2015 All rights reserved PD ISO/IEC TR 20000-10:2015 ISO/IEC TR 20000-10:2015(E) Introduction This part of ISO/IEC 20000 provides an overview of the concepts and the terminology of ISO/IEC 20000. It establishes a common framework for helping organizations to understand

31、the purpose of all the parts of ISO/IEC 20000 and the relationships between the parts. This part of ISO/IEC 20000 is intended to become the authoritative source for definitions used in all the parts of ISO/IEC 20000. Terms defined in this part of ISO/IEC 20000 will be removed from other published pa

32、rts of ISO/IEC 20000 as they are updated. This part of ISO/IEC 20000 also identifies other documents that have relationships with ISO/IEC 20000- 1:2011 and identifies common areas with related International Standards to aid the use and integration of multiple International Standards in organizations

33、. This part of ISO/IEC 20000 can be used by any organization or individual involved in the planning, design, transition, delivery and improvement of services using ISO/IEC 20000-1:2011. It can also be used for those involved in the assessment or audit of service management systems (SMS), providing d

34、etails of all parts of ISO/IEC 20000 and how they can be used. More specifically, this part of ISO/IEC 20000 a) defines the terms used in ISO/IEC 20000, b) promotes cohesion between the parts of ISO/IEC 20000 by explaining the concepts and terminology used across all parts, c) contributes to the und

35、erstanding of ISO/IEC 20000 by clarifying the relationships between all the parts, d) clarifies the possible interfaces and integration between the service providers SMS and other management systems, e) provides an overview of other International Standards which can be used in combination with ISO/I

36、EC 20000, and f) identifies common areas between ISO/IEC 20000-1 and other International Standards. Figure 1 represents an overview of the relationships between the parts of ISO/IEC 20000 as well as relevant frameworks and other external influences. ISO/IEC 2015 All rights reserved vii PD ISO/IEC TR

37、 20000-10:2015 ISO/IEC TR 20000-10:2015(E) ISO/IEC 20000 Key Under development ISO/IEC TR 20000-5:2013 Exemplar implementation plan for ISO/IEC 20000-1 ISO/IEC 20000-3:2012 Guidance on scope definition and applicability of ISO/IEC 20000-1 ISO/IEC 20000-2:2012 Guidance on application of service manag

38、ement systems ISO/IEC 20000-1:2011 Information technologyService management system requirements ISO/IEC TR 20000-4:2010Process reference model ISO/IEC TR 20000-10:2015 Concepts and terminology Frameworks and good practices Sector specific standards National standards International Standards External

39、 influences in the series ISO/IEC 20000-9:2015 Guidance on the application of ISO/IEC 20000-1 to cloud services ISO/IEC 20000-6 Requirements for bodies providing audit and certification of service management systems ISO/IEC 20000-11 Guidance on the relationship between ISO/IEC 20000-1 and service ma

40、nagement framework: ITIL Figure 1 Overview of parts of ISO/IEC 20000 addressed in ISO/IEC/TR 20000-10viii ISO/IEC 2015 All rights reserved PD ISO/IEC TR 20000-10:2015 Information technology Service management Part 10: Concepts and terminology 1 Scope This part of ISO/IEC 20000 describes the core con

41、cepts of ISO/IEC 20000, identifying how the different parts support ISO/IEC 20000-1:2011 as well as the relationships between ISO/IEC 20000 and other International Standards and Technical Reports. This part of ISO/IEC 20000 also explains the terminology used in ISO/IEC 20000, so that organisations a

42、nd individuals can interpret the concepts correctly. This part of ISO/IEC 20000 is for a) service providers considering using any part of ISO/IEC 20000 and looking for guidance on how to use the different parts of ISO/IEC 20000 to achieve their goal, b) service providers that wish to understand how

43、ISO/IEC 20000 can be used in combination with other International Standards, and c) practitioners, auditors, and other parties who wish to gain an understanding of ISO/IEC 20000. 2 T erms a nd definiti ons For the purposes of this document, the following terms and definitions apply. NOTE 1 Terms and

44、 definitions used in ISO/IEC 20000 but not included in this part can be found in standard English dictionaries. NOTE 2 The formatting of the terms and definitions clause has been edited to reflect the ISO/IEC Directives, Part 2, 2011 version. It has not changed the content of the definitions as they

45、 were published in ISO/IEC 20000-1:2011. 2.1 availability ability of a service or service component to perform its required function at an agreed instant or over an agreed period of time Note 1 to entry: Availability is normally expressed as a ratio or percentage of the time that the service or serv

46、ice component is actually available for use by the customer to the agreed time that the service should be available. 2.2 c on f i g u r at ion b a s e l i ne configuration information formally designated at a specific time during a service or service components life Note 1 to entry: Configuration ba

47、selines, plus approved changes from those baselines, constitute the current configuration information. SOURCE: ISO/IEC/IEEE 24765:2010, modified 2.3 c on f i g u r at ion i t e m CI element that needs to be controlled in order to deliver a service or services TECHNICAL REPORT ISO/IEC TR 20000-10:201

48、5(E) ISO/IEC 2015 All rights reserved 1 PD ISO/IEC TR 20000-10:2015 ISO/IEC TR 20000-10:2015(E) 2.4 c o n f i g u r a t i o n m a n a g e m e n t d a t a b a s e CMDB data store used to record attributes of configuration items, and the relationships between configuration items, throughout their life

49、cycle 2.5 continual improvement recurring activity to increase the ability to fulfil service requirements SOURCE: ISO 9000:2005, modified 2.6 corrective action action to eliminate the cause or reduce the likelihood of recurrence of a detected nonconformity or other undesirable situation SOURCE: ISO 9000:2005, modified 2.7 customer organization or part of an organization that receives a service or services Note 1 to entry: A customer can be internal or external to