CAN CSA-ISO IEC 20000-2-2013 Information technology - Service management - Part 2 Guidance on the application of service management systems.pdf

1、Information technology Service management Part 2: Guidance on the application of service management systemsCAN/CSA-ISO/IEC 20000-2:13(ISO/IEC 20000-2:2012, IDT)National Standard of CanadaNOT FOR RESALE. / PUBLICATION NON DESTINE LA REVENTE.Legal Notice for StandardsCanadian Standards Association (op

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21、ate sector organization5060 Spectrum Way, Suite 100, Mississauga, Ontario, Canada L4W 5N61-800-463-6727 416-747-4044Visit our Online Store at shop.csa.caApproved byStandards Council of CanadaCAN/CSA-ISO/IEC 20000-2:13Information technology Service management Part 2: Guidance on the application of se

22、rvice management systemsPrepared by InternationalOrganizationforStandardization/ International Electrotechnical CommissionReviewed byCAN/CSA-ISO/IEC 20000-2:13Information technology Se rvice management Part 2:Guidance on the application of service management systemsCSA/4 2013 CSA Group January 2013C

23、AN/CSA-ISO/IEC 20000-2:13Information technology Service management Part 2: Guidance on the application of service management systemsCSA PrefaceStandards development within the Information Technology sector is harmonized with international standards development. Through the CSA Technical Committee on

24、 Information Technology (TCIT), Canadians serve as the Canadian Advisory Committee (CAC) on ISO/IEC Joint Technical Committee 1 on Information Technology (ISO/IEC JTC1) for the Standards Council of Canada (SCC), the ISO member body for Canada and sponsor of the Canadian National Committee of the IEC

25、. Also, as a member of the International Telecommunication Union (ITU), Canada participates in the International Telegraph and Telephone Consultative Committee (ITU-T).This Standard supersedes CAN/CSA-ISO/IEC 20000-2-06 (adoption of ISO/IEC 20000-2:2005).This International Standard was reviewed by t

26、he TCIT under the jurisdiction of the Strategic Steering Committee on Information Technology and deemed acceptable for use in Canada. From time to time, ISO/IEC may publish addenda, corrigenda, etc. The TCIT will review these documents for approval and publication. For a listing, refer to the Curren

27、t Standards Activities page at standardsactivities.csa.ca. This Standard has been formally approved, without modification, by the Technical Committee and has been approved as a National Standard of Canada by the Standards Council of Canada. 2013 CSA GroupAll rights reserved. No part of this publicat

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30、andard is subject to periodic review, and suggestions for its improvement will be referred to the appropriate committee. To submit a proposal for change, please send the following information to inquiriescsagroup.org and include “Proposal for change” in the subject line:(a) Standard designation (num

31、ber);(b) relevant clause, table, and/or figure number;(c) wording of the proposed change; and(d) rationale for the change.Reference numberISO/IEC 20000-2:2012(E)ISO/IEC 2012INTERNATIONAL STANDARD ISO/IEC20000-2Second edition2012-02-15Information technology Service management Part 2: Guidance on the

32、application of service management systems Technologies de linformation Gestion des services Partie 2: Directives 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

33、 this publication may be reproduced or utilized in any form or by any means, electronic or mechanical, including 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 CH

34、-1211 Geneva 20 Tel. + 41 22 749 01 11 Fax + 41 22 749 09 47 E-mail copyrightiso.org Web www.iso.org ii ISO/IEC 2012 All rights reservedCAN/CSA-ISO/IEC 20000-2:13ISO/IEC 20000-2:2012(E) ISO/IEC 2012 All rights reserved iiiContents Page Foreword . v Introduction vi 1 Scope 1 1.1 General . 1 1.2 Appli

35、cation . 2 2 Normative references 2 3 Terms and definitions . 2 4 Service management system general requirements . 2 4.1 Management responsibility 2 4.2 Governance of processes operated by other parties 13 4.3 Documentation management . 15 4.4 Resource management . 17 4.5 Establish and improve the S

36、MS . 19 5 Design and transition of new or changed services . 24 5.1 General . 24 5.2 Plan new or changed services . 25 5.3 Design and development of new or changed services . 28 5.4 Transition of new or changed services . 31 5.5 Documents and records . 31 5.6 Authorities and responsibilities . 32 6

37、Service delivery processes 32 6.1 Service level management . 32 6.2 Service reporting . 37 6.3 Service continuity and availability management . 38 6.4 Budgeting and accounting for services 43 6.5 Capacity management 46 6.6 Information security management . 49 7 Relationship processes 53 7.1 Business

38、 relationship management 53 7.2 Supplier management . 56 8 Resolution processes . 59 8.1 Incident and service request management 59 8.2 Problem management . 62 9 Control processes . 65 9.1 Configuration management 65 9.2 Change management 69 9.3 Release and deployment management . 72 Annex A (inform

39、ative) Interfaces between processes and integration of processes with SMS . 77 Bibliography 84 Figures and Tables Figure 1 PDCA methodology applied to service management . vii Figure 2 Service management system 1 Figure 3 Example of relationship with lead suppliers and sub-contracted suppliers 58 CA

40、N/CSA-ISO/IEC 20000-2:13ISO/IEC 20000-2:2012(E) iv ISO/IEC 2012 All rights reservedTable 1 Example matrix of incident resolution target times based on priorities 60 Table A.1 Interfaces and integration for design and transition of new or changed services 77 Table A.2 Interfaces and integration for S

41、LM 77 Table A.3 Interfaces and integration for service reporting 78 Table A.4 Interfaces and integration for service continuity and availability management 78 Table A.5 Interfaces and integration for budgeting and accounting for services .79 Table A.6 Interfaces and integration for capacity manageme

42、nt .79 Table A.7 Interfaces and integration for ISM .80 Table A.8 Interfaces and integration for BRM .80 Table A.9 Interfaces and integration for supplier management 81 Table A.10 Interfaces and integration for incident and service request management .81 Table A.11 Interfaces and integration for pro

43、blem management 82 Table A.12 Interfaces and integration for configuration management .82 Table A.13 Interfaces and integration for change management .83 Table A.14 Interfaces and integration for release and deployment management .83 CAN/CSA-ISO/IEC 20000-2:13ISO/IEC 20000-2:2012(E) ISO/IEC 2012 All

44、 rights reserved vForeword ISO (the 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 Standa

45、rds through technical committees 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 I

46、EC, 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. 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

47、 to prepare International Standards. 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 possi

48、bility 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. ISO/IEC 20000-2 was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology, Subcommittee SC 7, Software and systems engineering. This second edition cancels and replaces the first edition (ISO/IEC 20000-2:2005), which has been technically revised. The major differences are as follows: closer alignment to ISO 9001 and ISO/IEC 27001; changes in terminolog