ISO/IEC 20000-1-ed.3.0

Podrobné informace

Označení: ISO/IEC 20000-1-ed.3.0

Datum vydání: 14.09.2018

Stran: 32

Země: Mezinárodní technická norma

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Anotace

This document specifies requirements for an organization to establish, implement, maintain and continually improve a service management system (SMS). The requirements specified in this document include the planning, design, transition, delivery and improvement of services to meet the service requirements and deliver value. This document can be used by: a) a customer seeking services and requiring assurance regarding the quality of those services; b) a customer requiring a consistent approach to the service lifecycle by all its service providers, including those in a supply chain; c) an organization to demonstrate its capability for the planning, design, transition, delivery and improvement of services; d) an organization to monitor, measure and review its SMS and the services; e) an organization to improve the planning, design, transition, delivery and improvement of services through effective implementation and operation of an SMS; f) an organization or other party performing conformity assessments against the requirements specified in this document; g) a provider of training or advice in service management. The term "service" as used in this document refers to the service or services in the scope of the SMS. The term "organization" as used in this document refers to the organization in the scope of the SMS that manages and delivers services to customers. The organization in the scope of the SMS can be part of a larger organization, for example, a department of a large corporation. An organization or part of an organization that manages and delivers a service or services to internal or external customers can also be known as a service provider. Any use of the terms "service" or "organization" with a different intent is distinguished clearly in this document. Le present document specifie les exigences destinees a une organisation pour etablir, implementer, maintenir et ameliorer continuellement un systeme de management des services (SMS). Les exigences specifiees dans le present document incluent la planification, la conception, la transition, la fourniture et lamelioration des services afin de satisfaire aux exigences des services et creer de la valeur. Le present document peut etre utilise par: a) un client attendant des services et exigeant une garantie de qualite pour ces services; b) un client exigeant une approche coherente du cycle de vie des services de la part de tous ses fournisseurs de services, y compris ceux de la chaine logistique; c) un organisme pour demontrer ses capacites en matiere de planification, de conception, de transition, de fourniture et damelioration des services; d) un organisme pour surveiller, mesurer et passer en revue son SMS et les services; e) un organisme pour ameliorer la planification, la conception, la transition, la fourniture et lamelioration des services par la mise en ouvre et le fonctionnement efficaces dun SMS; f) un organisme ou un tiers menant des evaluations de conformite par rapport aux exigences specifiees dans le present document; g) un fournisseur de formation ou de conseil en gestion des services. Le terme «service» tel quil est utilise dans le present document se refere au service ou aux services compris dans le perimetre dapplication du SMS. Le terme «organisme» tel quil est utilise dans le present document se refere a lorganisme compris dans le perimetre dapplication du SMS qui gere et fournit les services aux clients. Dans le perimetre dapplication du SMS, lorganisme peut faire partie dune organisation plus etendue comme peut letre, par exemple, un departement au sein dune grande entreprise. Un organisme ou partie dun organisme qui gere et fournit un ou plusieurs services a des clients internes ou externes peut etre aussi denomme fournisseur de service. Tout usage des termes «service» ou «organisme» nayant pas les significations susmentionnees sera clairement indique dans le present document.