ISO20000管理介绍(国外英文资料).docVIP

ISO20000管理介绍(国外英文资料) 1) management system: Goal: to provide a management system that includes policies and architectures to enable IT services to be effectively managed and implemented. Content: the requirements for the managements responsibilities, the requirements of the documents in the service process, and the training requirements of the personnel. This section specifies that an IT provider needs to establish a management system and presents a set of requirements for the management system. 2) planning and implementing service management: Target: PDCA applies to all processes. Contents: the plan, implementation, monitoring and evaluation of the service management system are put forward. This section clarifies the requirements of PDCA at the overall level of the system, introduces the internal audit and management review in ISO9001, and puts great emphasis on the improvement of the system. Plan and implement new/changed services Objectives: to ensure that the new services and change services are delivered and managed by negotiated cost and service quality. Content: proposes how to manage control when a new service or service changes, and USES a change process to perform the review using the resources department. Service level management Objectives: define, negotiate, record, and manage service levels. Content: documented service level agreement, support services, suppliers, contract requirements, periodic review report actual situation, and make service improvement. 5) ability to manage Objective: to ensure that IT services remain efficient to meet current and future customer business needs.Performance management Goal: ensure that the service provider has enough capacity at any time to meet current and future customer business requirements. Capacity management must produce and maintain a capability plan. Capacity management must meet the business requirements, including: A) current and future capabilities and performance requirements B) service upgrade time, thr