信息技术.IT服务管理的ISO 9001-2008标准及综合ISO/IEC 20000-1-2011标准的应用指南

[中文适用范围]： 本技术报告提供了将 ISO 9001:2008 应用到 IT 服务的服务管理的指南。 指南中提供的示例适用于 IT 服务的服务管理。 由于 ISO/IEC 20000-1 和 ISO 9001 不仅适用于 IT 服务，而且适用于所有服务，因此它们不使用涉及 IT 服务的术语。 在本技术报告中，使用了 ISO/IEC 20000-1 术语，但未提及 IT，即服务、服务管理和服务提供商。 本技术报告中的指南还可用于支持其他非 IT 服务的 QMS、SMS 或集成管理系统。 [外文原描述]： ISO/IEC TR 90006:2013 provides guidelines for the application of ISO 9001:2008 to service management for IT services. Examples provided in the guidelines are for service management of IT services. Additionally, ISO/IEC TR 90006:2013 provides guidelines for the alignment and integration of a QMS and SMS in organizations where services are being delivered to internal or external customers. The guidelines about integration provided can be applicable to a scope including IT services and other non-IT services as required. ISO/IEC TR 90006:2013 provides a comparison of the requirements of ISO 9001:2008 and ISO/IEC 20000-1:2011. It highlights those areas where there is the greatest similarity between the two management systems, and where there are differences between the two. ISO/IEC TR 90006:2013 cites and explains the requirements of ISO 9001:2008 in its application to service management and its integration with ISO/IEC 20000-1:2011, but does not add to or otherwise change the requirements of ISO 9001 or ISO/IEC 20000-1. The guidelines provided in ISO/IEC TR 90006:2013 are not intended to be used as criteria for conformity assessments or audits. ISO/IEC TR 90006:2013 can apply to organizations of all sizes, sectors, and types with different organizational forms or business models. ISO/IEC TR 90006:2013 can be used by: auditors and assessors looking for guidelines on audits for ISO 9001:2008 with a scope that includes services and service management; auditors and assessors looking for guidelines on integrated audits for ISO 9001:2008 and ISO/IEC 20000-1:2011 with a scope that includes services and service management; organizations implementing a QMS with a scope that includes services and service management; organizations implementing an integrated management system using the requirements of ISO 9001:2008 and ISO/IEC 20000-1:2011.