信 息 技 术 ----服 务 管 理 --- Part1: 服 务 管 理 体系要求 ISO/IEC 20000-1 Second edition 2011-04-15 INTERNATIONAL STANDARD Reference nu mber ISO/IEC 20000-1:2011(E) ISO/IEC 20000-1：2011 (中英文对照版) 版本：V1.0 © ISO/IEC 2011-All rights reserved 前 言 Foreword ..................................................................................................................... 6 介 绍 Introduction ................................................................................................................ 8 1 范 围 Scope ..................................................................................................................... 11 1.1 总 则 General .......................................................................................................... 11 1.2 应 用 Application..................................................................................................... 11 2 引 用 标 准 Normative references ..................................................................................... 13 3 术 语 和 定 义 Terms and definitions ................................................................................ 13 4 服务管理体系总 要求 Service management system general requirements ..................... 18 4.1 管理职责 Management responsibility ..................................................................... 18 4.1.1 管理承诺 Management commitment ............................................................... 18 4.1.2 服务管理政策 Service management policy ...................................................... 18 4.1.3 权利、职责和 沟通 Authority, responsibility and communication ................... 18 4.1.4 管理者代表 Management representative ......................................................... 18 4.2 对其他相关方所运营过程的管控 Governance of processes operated by other parties .................
