【英文标准名称】:Informationtechnology-Servicemanagement-Part1:Servicemanagementsystemrequirements
【原文标准名称】:信息技术.服务管理.第1部分:服务管理体系要求
【标准号】:ISO/IEC20000-1-2011
【标准状态】:现行
【国别】:国际
【发布日期】:2011-04-15
【实施或试行日期】:
【发布单位】:国际标准化组织(IX-ISO)
【起草单位】:ISO/IECJTC1/SC7
【标准类型】:()
【标准水平】:()
【中文主题词】:售后服务;有效性;消费者与供货者的关系;控制规程;消费者满意;定义(术语);信息技术;维护;管理;加工控制;提供者;质量;服务;供应商
【英文主题词】:After-salesservices;Availability;Consumer-supplierrelations;Controlprocedures;Customersatisfaction;Definitions;Informationtechnology;Maintenance;Management;Processingcontrol;Providers;Quality;Services;Suppliers
【摘要】:ThispartofISO/IEC20000isaservicemanagementsystem(SMS)standard.Itspecifiesrequirementsfortheserviceprovidertoplan,establish,implement,operate,monitor,review,maintainandimproveanSMS.Therequirementsincludethedesign,transition,deliveryandimprovementofservicestofulfilservicerequirements.ThispartofISO/IEC20000canbeusedby:a)anorganizationseekingservicesfromserviceprovidersandrequiringassurancethattheirservicerequirementswillbefulfilled;b)anorganizationthatrequiresaconsistentapproachbyallitsserviceproviders,includingthoseinasupplychain;c)aserviceproviderthatintendstodemonstrateitscapabilityforthedesign,transition,deliveryandimprovementofservicesthatfulfilservicerequirements;d)aserviceprovidertomonitor,measureandreviewitsservicemanagementprocessesandservices;e)aserviceprovidertoimprovethedesign,transitionanddeliveryofservicesthrougheffectiveimplementationandoperationofanSMS;f)anassessororauditorasthecriteriaforaconformityassessmentofaserviceprovider'sSMStotherequirementsinthispartofISO/IEC20000.Figure2illustratesanSMS,includingtheservicemanagementprocesses.Theservicemanagementprocessesandtherelationshipsbetweentheprocessescanbeimplementedindifferentwaysbydifferentserviceproviders.Thenatureoftherelationshipbetweenaserviceproviderandthecustomerwillinfluencehowtheservicemanagementprocessesareimplemented.
【中国标准分类号】:L70
【国际标准分类号】:03_080_99;35_020
【页数】:36P.;A4
【正文语种】:英语