信息技术.服务管理.第2部分:实用规程

[中文适用范围]： ISO/IEC 20000 的这一部分代表了 IT 服务管理流程质量标准的行业共识。 这些服务管理流程在商定的资源水平内提供尽可能最好的服务来满足客户的业务需求，即专业、具有成本效益且具有可理解和管理风险的服务。 用于同一流程以及流程和职能组（以及职位名称）之间的各种术语可能会让新经理对服务管理主题感到困惑。 不理解术语可能会成为建立有效流程的障碍。 了解术语是 ISO/IEC 20000 带来的切实而显着的好处。 ISO/IEC 20000 的这一部分建议服务提供商应采用通用术语和更一致的服务管理方法。 它为改进服务提供了共同基础。 它还提供了一个供服务管理工具供应商使用的框架。 作为基于流程的标准，本操作规范不适用于产品评估。 然而，开发服务管理工具、产品和系统的组织可以使用规范和实践代码来帮助他们开发支持最佳实践服务管理的工具、产品和系统。 ISO/IEC 20000 的这一部分为审核员提供指导，并为服务提供商规划服务改进或根据 ISO/IEC 20000-1 进行审核提供帮助。 [外文原描述]： ISO/IEC 20000-2:2005 represents an industry consensus on guidance to auditors and offers assistance to service providers planning service improvements or to be audited against ISO/IEC 20000-1. ISO/IEC 20000-2:2005 is based on BS 15000-2, which has been superseded. Organizations require increasingly advanced facilities (at minimum cost) to meet their business needs. With the increasing dependencies in support services and the diverse range of technologies available, service providers can struggle to maintain high levels of customer service. Working reactively, they spend too little time planning, training, reviewing, investigating, and working with customers. The result is a failure to adopt structured, proactive working practices. Those same service providers are being asked for improved quality, lower costs, greater flexibility, and faster response to customers. In contrast, effective service management delivers high levels of customer service and customer satisfaction. It also recognizes that services and service management are essential to helping organizations generate revenue and be cost-effective. The ISO/IEC 20000 series enables service providers to understand how to enhance the quality of service delivered to their customers, both internal and external. The ISO/IEC 20000 series draws a distinction between the best practices of processes, which are independent of organizational form or size and organizational names and structures. The ISO/IEC 20000 series applies to both large and small service providers, and the requirements for best practice service management processes are independent of the service provider's organizational form. These service management processes deliver the best possible service to meet a customer's business needs within agreed resource levels, i.e. service that is professional, cost-effective and with risks which are understood and managed. The variety of terms used for the same process, and between processes and functional groups (and job titles) can make the subject of service management confusing to the new manager. Understanding the terminology is a tangible and significant benefit from ISO/IEC 20000.