GOST R ISO IEC 20000-3-2014 Information technology Service management Part 3 Guidance on scope definition and applicability of ISO IEC 20000-1《信息技术 服务管理 第3部分 ISO IEC 20000-1范围定义和适用.pdf

1、 /20000-32014 3 / 20000-1ISO /IEC 20000-3:2012Information technology Service management Part 3:Guidance on scope definition and applicability of ISO/IEC 20000-1(IDT) 1 - ( ) ( ) -, 42 22 3 - 11 2014 . 553-4 / 20000-3:2012 - . . 3. - / 20000-1 (ISO/IEC 20000-3:2012 Information technology Servicemanag

2、ement Part 3: Guidance on scope definition and applicability of ISO /IEC 20000-1). - , 5 1.02012 ( 8). ( 1 ) , -.() - . , (gost.ru) , 2014 , - - II / 20000-320141 .12 13 14 ,/20000-1.15 /20000-1 .25.1 /20000-1 .25.2 ,35.3 , 46 SMS .46.1 .46.2 SMS 46.3 56.4 .56.5 66.6 66.7 SMS66.8 7A() ,SMS,-/20000-1

3、8B() .10() .23() - .2425III / 20000-32014 / 20000-1 (SMS). , , ./20000-1,- , . /20000-1,. , , . . , , . -/20000-1. / 20000 , -.,.,-.IV / 20000-32014 3 / 20000-1Informationtechnology.Servicemanagement.Part3.GuidanceonscopedefinitionandapplicabilityofISO/IEC20000-1 201506011 /20000-/20000-1,., / 20000

4、, () /20000-1. / 20000 , /20000-1,.-,(SMS), . . -,. / 20000 ./20000-1,-/20000-2.2 -.-()./ 20000-1:2011 . . 1. - (ISO/IEC 20000-1:2011, Information technology Servicemanagement Part1:Servicemanagementsystemrequirements).3 , /20000-1.4 , / 20000-1,-,/20000-1.-,:1 / 20000-32014 a) ,/20000-1,;b) ;c) ;d)

5、 SMS;e) , , , (PDCA) SMS;f) ,.5 / 20000-15.1 / 20000-1/20000-1:2011,1.2. SMS, / 20000-1, ./20000-1, . /20000-1,. , / 20000-1, 49, ,/20000-1. SMS /20000-1,4.4.,-.,/20000-1,-59,.:a) ;b) ;c) ().3.35/20000-1,- , . , ,.-/20000, , . . , , . -,-,., , , , SMS . , - . , , ().,SMS.5.2 , , . , /20000-1.-,-/20000-1.,/20000-1-,.2 / 20000-32014 , / 20000-1 - , , 9001 , .5.2 , 5.2.1 , , . , , SMS . , , .5.2.2 / 20000-1, 4.2, . , . - , . SMS.1 ,-,.2 , - , .5.2.3 , -, SMS. - .1 , . , ,.2 ,.3 , , -.4 ,- , , ,.5.2.4 / 20000-1, 4.2, - . - .1 , -.2 .5.2.5 . .3 / 20000-320141 , -,.