标准摘要
[中文适用范围]： ISO/IEC 20000 的这一部分是服务管理系统 (SMS) 标准。 它规定了服务提供商规划、建立、实施、运营、监控、审查、维护和改进 SMS 的要求。 这些要求包括服务的设计、过渡、交付和改进，以满足服务要求。 ISO/IEC 20000 的本部分可供以下人员使用： a) 向服务提供商寻求服务并要求保证其服务要求得到满足的组织； b) 要求所有服务提供商（包括供应链中的服务提供商）采取一致方法的组织； c) 旨在展示其设计、转换、交付和改进服务以满足服务要求的能力的服务提供商； d) 服务提供商监控、衡量和审查其服务管理流程和服务； e) 服务提供商通过有效实施和运营 SMS 来改进服务的设计、转换和交付； f) 评估员或审核员作为服务提供商的 SMS 是否符合 ISO/IEC 20000 本部分要求的合格评估标准。 图 2 说明了 SMS，包括服务管理流程。 不同的服务提供商可以以不同的方式实现服务管理流程以及流程之间的关系。 服务提供商和客户之间关系的性质将影响服务管理流程的实施方式。 [外文原描述]： ISO/IEC 20000-1:2011 is a service management system (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfil agreed service requirements. ISO/IEC 20000-1:2011 can be used by: an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled; an organization that requires a consistent approach by all its service providers, including those in a supply chain; a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements; a service provider to monitor, measure and review its service management processes and services; a service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS; an assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO/IEC 20000-1:2011.
英文名称Information technology - Service management - Part 1: Service management system requirements