信息技术 服务管理 第 14 部分：ISO/IEC 20000-1 服务集成和管理应用指南

[中文适用范围]： 本文件为通过整合服务集成商来建立或改进服务管理系统 (SMS) 的组织提供指导。整合服务集成商旨在解决包含来自多个服务提供商的服务的环境。本文件特别关注 SMS 环境中的服务集成和管理 (SIAM)。本文件的预期用户包括： — 需要根据 SIAM 在新的或现有的 SMS 中管理多个服务提供商的组织；以及 — 在采用 SIAM 方法的 SMS 实施或改进期间为组织提供支持的顾问和顾问。 注 1 本文件适用于结合 SMS 实施 SIAM 的组织。它不限制组织或个人实施任何其他管理和治理模型来管理与 SMS 一起管理多供应商环境。本文件不适用于只有一个服务提供商的组织。 注 2 在 SIAM 中，不使用术语“供应商”。内部和外部供应商都称为“服务提供商”。有关术语的进一步比较，请参阅 4.2。 [外文原描述]： This document provides guidance for organizations that are establishing or improving a service management system (SMS) by incorporating a service integrator. The incorporation of a service integrator is aimed at addressing an environment that includes services sourced from multiple service providers. This document specifically focuses on Service Integration and Management (SIAM) in the context of an SMS. The intended users of this document include: — organizations that need to manage multiple service providers within a new or existing SMS according to SIAM; and — consultants and advisors that support an organization during SMS implementation or improvement, where a SIAM approach is being adopted. NOTE 1 This document is applicable for organizations implementing SIAM in conjunction with SMS. It does not limit organizations or individuals from implementing any other management and governance model for managing multivendor environments along with SMS. This document is not applicable to organizations that have only one service provider. NOTE 2 In SIAM, the term "supplier" is not used. Internal and external suppliers are both referred to as “service providers”. See 4.2 for further comparison of terminology.