ISO20000认证 IT服务管理国际标准ISO20000信息技术服务管理体系 发布时间: 2020-06-27 22:23
ISO20000认证 IT服务管理国际标准ISO20000信息技术服务管理体系
ISO20000 certification IT service management international standard ISO20000 information technology service management system
IT服务管理作为一个新兴的领域受到人们日益广泛的关注,在其发展过程中也出现了多种定义。
As a new field, it service management has been paid more and more attention, and there are many definitions in its development process.
世界IT领域的权威研究机构加特纳认为,IT服务管理是一套通过服务级别协议(SLA)来保证IT服务质量的协同流程,它融合了系统管理、网络管理、系统开发管理等管理活动以及变更管理、资产管理、问题管理等许多流程的理论和实践。
According to Gartner, an authoritative research institution in the field of it in the world, it service management is a set of collaborative processes to ensure the quality of IT services through service level agreements (SLAs). It integrates management activities such as system management, network management, system development management, as well as the theory and Practice of many processes such as change management, asset management and problem management.
IT服务管理领域的国际权威组织IT服务管理论坛(itSMF)则认为,IT服务管理是一种以流程为导向、以客户为中心的方法,它通过整合IT服务与企业业务,提高了企业的IT服务提供和服务支持的能力和水平。转自项目管理者联盟
The IT Service Management Forum (itSMF), an international authoritative organization in the field of IT service management, believes that it service management is a process oriented and customer-centered method, which improves the ability and level of IT service provision and service support of enterprises by integrating IT services and enterprise business. Transfer from project manager Alliance
经过多年的发展和研讨,IT服务管理国际标准ISO20000对IT服务管理提供了简洁明了地定义,即IT服务管理就是“管理服务以满足业务要求”,这个概念直接明确了IT服务管理的目标是必须满足业务的要求,而服务管理的内容则落在其定义的十三个过程及其管理的管理。同时ISO20000鼓励在交付被管理的服务时采用综合的过程方法,以满足业务和顾客要求。
After years of development and discussion, the international standard of IT service management ISO20000 provides a concise and clear definition of IT service management, that is, it service management is to "manage services to meet business requirements", which directly defines that the goal of IT service management is to meet business requirements, and the content of service management falls in the 13 defined processes and management. At the same time, ISO20000 encourages the use of integrated process methods in the delivery of managed services to meet business and customer requirements.
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