1、Information technology Service management Part 1: Service management system requirementsCAN/CSA-ISO/IEC 20000-1:13(ISO/IEC 20000-1:2011, IDT)National Standard of CanadaNOT FOR RESALE. / PUBLICATION NON DESTINE LA REVENTE.Legal Notice for StandardsCanadian Standards Association (operating as “CSA Gro
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20、MCUne marque de commerce de lAssociation canadienne de normalisation,qui exerce ses activits sous le nom Groupe CSA. TMA trade-mark of the Canadian Standards Association, operating as “CSA Group”National Standard of CanadaPublished in January 2013 by CSA GroupA not-for-profit private sector organiza
21、tion5060 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 20000-1:13Information technology Service management Part 1: Service management system requirementsPrepared by In
22、ternationalOrganizationforStandardization/ International Electrotechnical CommissionReviewed byCAN/CSA-ISO/IEC 20000-1:13Information technology Service management Part 1: Service management system requirementsCSA/4 2013 CSA Group January 2013CAN/CSA-ISO/IEC 20000-1:13Information technology Service m
23、anagement Part 1: Service management system requirementsCSA PrefaceStandards development within the Information Technology sector is harmonized with international standards development. Through the CSA Technical Committee on Information Technology (TCIT), Canadians serve as the Canadian Advisory Com
24、mittee (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. Also, as a member of the International Telecommunication Union (ITU), Cana
25、da participates in the International Telegraph and Telephone Consultative Committee (ITU-T).This Standard supersedes CAN/CSA-ISO/IEC 20000-1-06 (adoption of ISO/IEC 20000-1:2005).This International Standard was reviewed by the TCIT under the jurisdiction of the Strategic Steering Committee on Inform
26、ation 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 Current Standards Activities page at standardsactivities.csa.ca. This Standard has
27、 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 publication may be reproduced in any form whatsoever without the prior permission of
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30、ll 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 (number);(b) relevant clause, table, and/or figure number;(c) wording of the pro
31、posed change; and(d) rationale for the change.Reference numberISO/IEC 20000-1:2011(E)ISO/IEC 2011INTERNATIONAL STANDARD ISO/IEC20000-1Second edition2011-04-15Information technology Service management Part 1: Service management system requirements Technologies de linformation Gestion des services Par
32、tie 1: Exigences du systme de gestion des services ISO/IEC 20000-1:2011(E) COPYRIGHT PROTECTED DOCUMENT ISO/IEC 2011 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, including photocopyin
33、g 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-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 2011 All rig
34、hts reservedCAN/CSA-ISO/IEC 20000-1:13ISO/IEC 20000-1:2011(E) ISO/IEC 2011 All rights reserved iiiContents Page Foreword .v Introduction.vii 1 Scope1 1.1 General .1 1.2 Application .2 2 Normative references2 3 Terms and definitions .3 4 Service management system general requirements .7 4.1 Managemen
35、t responsibility 7 4.1.1 Management commitment 7 4.1.2 Service management policy .8 4.1.3 Authority, responsibility and communication8 4.1.4 Management representative.8 4.2 Governance of processes operated by other parties 8 4.3 Documentation management .9 4.3.1 Establish and maintain documents.9 4.
36、3.2 Control of documents .9 4.3.3 Control of records .10 4.4 Resource management.10 4.4.1 Provision of resources10 4.4.2 Human resources 10 4.5 Establish and improve the SMS.10 4.5.1 Define scope 10 4.5.2 Plan the SMS (Plan).11 4.5.3 Implement and operate the SMS (Do)11 4.5.4 Monitor and review the
37、SMS (Check) 11 4.5.5 Maintain and improve the SMS (Act).13 5 Design and transition of new or changed services .13 5.1 General .13 5.2 Plan new or changed services .14 5.3 Design and development of new or changed services .14 5.4 Transition of new or changed services.15 6 Service delivery processes 1
38、5 6.1 Service level management .15 6.2 Service reporting.16 6.3 Service continuity and availability management .16 6.3.1 Service continuity and availability requirements.16 6.3.2 Service continuity and availability plans 16 6.3.3 Service continuity and availability monitoring and testing 17 6.4 Budg
39、eting and accounting for services17 6.5 Capacity management 18 6.6 Information security management.18 6.6.1 Information security policy 18 6.6.2 Information security controls.19 6.6.3 Information security changes and incidents19 7 Relationship processes 19 7.1 Business relationship management19 7.2
40、Supplier management.20 8 Resolution processes .21 CAN/CSA-ISO/IEC 20000-1:13ISO/IEC 20000-1:2011(E) iv ISO/IEC 2011 All rights reserved8.1 Incident and service request management.21 8.2 Problem management .22 9 Control processes .22 9.1 Configuration management22 9.2 Change management 23 9.3 Release
41、 and deployment management .24 Bibliography 26 Figures Figure 1 PDCA methodology applied to service management . viii Figure 2 Service management system.2 Figure 3 Example of supply chain relationships 20 CAN/CSA-ISO/IEC 20000-1:13ISO/IEC 20000-1:2011(E) ISO/IEC 2011 All rights reserved vForeword IS
42、O (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 Standards through technical committ
43、ees 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 wor
44、k. 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 to prepare International Sta
45、ndards. 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 eleme
46、nts 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 20000-1 was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology, Subcommittee SC 7, Software and systems engineering. Thi
47、s second edition cancels and replaces the first edition (ISO/IEC 20000-1:2005), which has been technically revised. The main differences are as follows: closer alignment to ISO 9001; closer alignment to ISO/IEC 27001; change of terminology to reflect international usage; addition of many more defini
48、tions, updates to some definitions and removal of two definitions; introduction of the term “service management system”; combining Clauses 3 and 4 of ISO/IEC 20000-1:2005 to put all management system requirements into one clause; clarification of the requirements for the governance of processes operated by other parties; clarification of the requirements for defining the scope of the SMS; clarification that the PDCA methodology applies to the SMS, including the service management processes, and the services; introduction of new requirements for the design and tran
