ISO20000信息技术服务管理体系认证基础要求
发布时间: 2016-03-16 14:14 点击：
ISO20000信息技术服务管理体系认证基础要求
Based ISO20000 certification of information technology service management system requirements
ISO20000是以流程化管理方式为基础的，IT工作被分解成了不同的流程，每个小部门、每个人的工作都是若干流程中不同工作的组合，流程对工作量化的输入输出为员工的工作量化提供了可能。
ISO20000 is in process of management as the foundation, it is decomposed into the different processes, each department, each person's work are a combination of a number of processes in different, input and output process of quantitative work for employees to quantify possible.
员工的量化考核这个IT部门的普遍难题得到了初步解决，尤其是服务台的一线员工基本做到了完全的工作量化衡量。
The quantitative assessment of the problem of employees IT Department has been solved, especially the service desk staff basically complete quantitative measure.
流程的量化数据为员工的工作分配，工作成绩的反映提供了基础，同时对于工作人员的责任也有了相应的考核体系。
The quantitative data flow for assignment of employees, provide a basis to reflect the work performance, at the same time for the responsibility of the staff also have a corresponding evaluation system.
同时，IT对服务也有了量化指标，建立了量化的质量控制体系，设定了完整准确的考核指标，提供完善的报表。对客户满意度等还选用第三方进行调查，保证数据的可信性。
At the same time, the IT service has quantitative indicators, established the quality control system of quantitative evaluation index set, complete and accurate, provide the report. The customer satisfaction is selected to the third party survey, to ensure the credibility of data.
量化管理不仅是IT部门自身管理的需要，也是衡量IT部门价值与投资回报的基础，流程化管理方式为量化管理的实现提供了可能。借用ISO20000，CIO也同时找到了一个衡量IT服务好坏的国际公认的标准。用这么一个标准来证明公司的ITSM实施达到了怎样一个阶段，在一个标准的平台上跟CEO、CIO沟通IT服务管理的标准化、规范化。
Quantitative management is not only the IT Department of its management, the foundation is to measure the IT sector value and return on investment, process management to achieve quantitative management possible. Use ISO20000, CIO also found an internationally recognized standard to measure the quality of service of IT. With such a standard to prove that the company's implementation of ITSM how reached a stage in a standard platform with CEO and CIO communication IT service management standardization.