iso20000-12018信息技術(shù)服務(wù)管理要求中文

1、信息技術(shù)服務(wù)管理第一部分服務(wù)管理體系要求(IS0IEC200001:2018)20180915發(fā)布20180915實(shí)施ISOIEC200001：20183.2.9已矢口錯(cuò)誤knownerr.................................................................................................................153.2.10問(wèn)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(qǐng)求requestfchange....................................................................

5、...................................163.2.15服務(wù)service....................................................................................................................................163.2.16服務(wù)可用f生serviceavailability...

6、................................................................................................163.2.17服務(wù)目錄servicecatalogue................................................................................................

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

8、.........................................................173.2.20服務(wù)級(jí)別協(xié)議servicelevelagreementSLA.............................................................................173.2.21服務(wù)級(jí)別目標(biāo)serviceleveltarget................

9、............................................................................173.2.22服務(wù)管理servicemanagement...................................................................................................173.2.23服務(wù)管理體系se

10、rvicemanagementsystemSMS...................................................................173.2.24服務(wù)提供者serviceprovider.....................................................................................................

11、...173.2.25服務(wù)請(qǐng)求servicerequirement.........................................................................................................173.2.26服務(wù)要求servicerequirement....................................................

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

13、...............................................................................................................................183.2.29價(jià)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(wù)管理體系范圍...........................................................................................................................184.4服務(wù)管理體系..........

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

18、................................................................................195.1領(lǐng)導(dǎo)和承諾..................................................................................................................................

19、.............195.2方針..........................................................................................................................................................205.2.1制定服務(wù)管理方針...............................

20、........................................................................................205.2.2溝通服務(wù)管理方針.....................................................................................................................

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

22、........................................................................................206.1應(yīng)對(duì)風(fēng)險(xiǎn)和機(jī)遇的措施.....................................................................................................................

23、......206.2服務(wù)管理目標(biāo)及其實(shí)現(xiàn)策劃...................................................................................................................216.2.1制定目標(biāo).......................................................................

24、................................................................216.2.2策劃實(shí)現(xiàn)目標(biāo)...............................................................................................................................216.3策劃服務(wù)管理體系...

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

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

27、....................227.2能力..........................................................................................................................................................227.3意識(shí)................................

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