iso20000-12018信息技術(shù)服務管理要求中文

1、信息技術(shù)服務管理第一部分服務管理體系要求(IS0IEC200001:2018)20180915發(fā)布20180915實施ISOIEC200001：20183.2.9已矢口錯誤knownerr.................................................................................................................153.2.10問題pro

2、blem.................................................................................................................................153.2.11程序procedure....................................................................

3、..........................................................163.2.12記錄recd.....................................................................................................................................163.2.13發(fā)布relea

4、senoun........................................................................................................................163.2.14變更請求requestfchange....................................................................

5、...................................163.2.15服務service....................................................................................................................................163.2.16服務可用f生serviceavailability...

6、................................................................................................163.2.17服務目錄servicecatalogue................................................................................................

7、............163.2.18服務組件servicecomponent.........................................................................................................163.2.19服務連續(xù)性servicecontinuity.............................................

8、.........................................................173.2.20服務級別協(xié)議servicelevelagreementSLA.............................................................................173.2.21服務級別目標serviceleveltarget................

9、............................................................................173.2.22服務管理servicemanagement...................................................................................................173.2.23服務管理體系se

10、rvicemanagementsystemSMS...................................................................173.2.24服務提供者serviceprovider.....................................................................................................

11、...173.2.25服務請求servicerequirement.........................................................................................................173.2.26服務要求servicerequirement....................................................

12、.....................................................173.2.27轉(zhuǎn)換transition..............................................................................................................................183.2.28用戶user.......

13、...............................................................................................................................183.2.29價值value..............................................................................

14、.........................................................184組織環(huán)境............................................................................................................................................................

15、..184.1理解組織及其環(huán)境...................................................................................................................................184.2理解相關(guān)方的需求和期望..........................................................

16、.............................................................184.3確定服務管理體系范圍...........................................................................................................................184.4服務管理體系..........

17、.................................................................................................................................195領(lǐng)導......................................................................................

18、................................................................................195.1領(lǐng)導和承諾..................................................................................................................................

19、.............195.2方針..........................................................................................................................................................205.2.1制定服務管理方針...............................

20、........................................................................................205.2.2溝通服務管理方針.....................................................................................................................

21、..205.3組織的角色，責任和權(quán)限.......................................................................................................................206策劃..............................................................................

22、........................................................................................206.1應對風險和機遇的措施.....................................................................................................................

23、......206.2服務管理目標及其實現(xiàn)策劃...................................................................................................................216.2.1制定目標.......................................................................

24、................................................................216.2.2策劃實現(xiàn)目標...............................................................................................................................216.3策劃服務管理體系...

25、................................................................................................................................227支持.......................................................................................

26、...............................................................................227.1資源......................................................................................................................................

27、....................227.2能力..........................................................................................................................................................227.3意識................................

28、..........................................................................................................................237.4溝通...........................................................................................