GOST R ISO IEC 20000-1-2013 Information technology Service management Part 1 Service management system requirements《信息技术 服务管理 第1部分 服务管理体系要求》.pdf

1、 / 20000-1 2013 1. ISO/IEC 20000-1:2011 Information technology Service management Part 1: Service management system requirements (IDT) 2014 / 20000-12013 II 1 ( ) , 4 2 22 3 08 2013 1543- 4 / 20000-1:2011 . . 1: (ISO/IEC 20000-1:2011 Information technology Service management Part 1: Service manageme

2、nt system requirements) 1.5 ( 3.5). 5 1.2012 ( 8). ( 1 ) , . () . , (gost.ru). , 2014 , . / 20000-12013 III / 20000 , , , . / 20000 , , , , , , (). , . , / 20000, . . : , , . / 20000 , - (PDCA), . PDCA, / 20000, . : , , , , . : , , . : , , , , . : . PDCA : ; ; , ; , ; , . 1 PDCA , , 5-9, . PDCA . ,

3、/ 20000, PDCA. / 20000 . PDCA . , , 9001, , / 27001. / 20000 . . . . - . , . . / 20000-1 7 / 1 . / 20000-12013 IV 1 PDCA / 20000-1, / 20000. / 20000-12013 1 1. Information technology Service management Part 1: Service management system requirements 20150101 1 1.1 / 20000 (). , , , , , , . , , . / 20

4、000 : , ; , , ; , , , ; , ; , ; / 20000. 2 . - . . 1.2 / 20000 , . 4-9 , / 20000, . 4 4. 4 , . 5-9 . , , , . / 20000-12013 2 / 20000 . / 20000, , . / 20000-3 / 20000. , . 2 2 . , ( ). . , / 20000-2: - . 2: . , 1 , . , , . , , (). , , , , , . / 20000-12013 3 , , , , . , , (). , , , , , . , , , , . 3 . 3.1 : . , , , . 3.2 : . , . ISO/IEC/IEEE 24765:2010. 3.3 : , , . 3.4 CMDB: , . 3.5 : , . ISO 9000:2005. 3.6 : . ISO 9000:2005. 3.7 : , . ISO 9000:2005. 3.8 : . ISO 9000:2005 : , , , , , . . / 20000 , ,