ISO20000-1 2011信息技术服务管理体系要求

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1、INTERNATIONALISO/IECSTANDARD20000-1Secondedition2011-04-15信息技术----服务管理---Part1:服务管理体系要求ReferencenumberISO/IEC20000-1:2011(E)ISO/IEC20000-1：2011(中英文对照版)版本：V1.0前言Foreword....................................................................................................

2、.................6介绍Introduction................................................................................................................81范围Scope...................................................................................................................

3、..111.1总则General..........................................................................................................111.2应用Application.....................................................................................................112引用标准Normativereferences.

4、....................................................................................133术语和定义Termsanddefinitions................................................................................134服务管理体系总要求Servicemanagementsystemgeneralrequirements.....................18

5、4.1管理职责Managementresponsibility.....................................................................184.1.1管理承诺Managementcommitment...............................................................184.1.2服务管理政策Servicemanagementpolicy......................................

6、................184.1.3权利、职责和沟通Authority,responsibilityandcommunication...................184.1.4管理者代表Managementrepresentative.........................................................184.2对其他相关方所运营过程的管控Governanceofprocessesoperatedbyotherparties.......................

7、......................................................................................................184.3文件管理Documentationmanagement..................................................................194.3.1建立和维护文件Establishandmaintaindocuments.........................

8、..............194.3.2文件的控制Controlofdocuments...................................................................194.3.3记录的控制C