1、INTERNATIONALISO/IECSTANDARD20000-10First edition2018-09Information technology-Servicemanagement-Part 10:Concepts and vocabularyTechnologies de linformation-Gestion des services-Partie 10:Concepts et terminologieReference numberIECIS0/1EC20000-10:2018(E)三odeeof Standards and Technology 9972181IS0/IE
2、C2018No10rR05ae,2018125072207IS0/1EC20000-10:2018(E)ContentsPageForeword.IntroductionviiScope2Normative references.13Terms and definitions23.1Terms specific to management system standards.23.2Terms specific to service management used in the ISO/IEC 20000 series.53.3Terms specific to service manageme
3、nt used in the ISO/IEC 20000 series but notused in ISO/IEC 20000-1.9Terminology used in ISO/IEC 20000(all parts)95Service management systems(SMS)105.1General.105.2What is an SMS?105.3The integrated approach115.4Continual improvement.115.5Benefits of an SMS based on ISO/IEC 20000-1115.5.1General bene
4、fits of an SMS.115.5.2Benefits from independent assessment of an SMS against ISO/IEC 20000-1.125.5.3Benefits related to different service management scenarios.125.6Misperceptions about an SMS and ISO/IEC 20000-1.166Overview of the parts of ISO/IEC 20000176.1General.176.2ISO/IEC 20000-1:2018,Service
5、management system requirements186.2.1Scope.86.2.2Purpose186.3ISO/IEC 20000-2,Guidance on application of service management systems196.3.1Scope.,196.3.2Purpose.196.3.3Relationship with ISO/IEC 20000-1.196.4ISO/IEC 20000-3,Guidance on scope definition and applicability of ISO/1IEC20000-1196.4.1Scope.1
6、96.4.2Purpose.196.4.3Relationship with ISO/IEC 20000-1.206.5ISO/IEC TR 20000-5:2013,Exemplar implementation plan for ISO/IEC 20000-1206.5.1Scope.206.5.2Purpose.206.5.3Relationship with ISO/IEC 20000-1.206.6ISO/IEC 20000-6:2017,Requirements for bodies providing audit andcertification of service manag
7、ement systems.206.6.1Scope206.6.2Purpose.216.6.3Relationship with ISO/IEC 20000-1.216.7ISO/IEC TR 20000-11:2015,Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks:ITILR216.7.1Scope.216.7.2Purpose216.7.3Relationship with ISO/IEC 20000-1.216.8ISO/IEC TR 20000-1
8、2:2016,Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks:CMMI-SVCR216.8.1Scope.216.8.2Purpose.22之n设dLicensee-Shenzhen Institue of Standards and Technology 9972181iiiNot for Resale,2018/12/5 0722-07king permIS0/1EC20000-10:2018(E)ForewordISO(the International
9、 Organization for Standardization)and IEC(the International ElectrotechnicalCommission)form the specialized system for worldwide standardization.National bodies that aremembers of ISO or IEC participate in the development of International Standards through technicalcommittees established by the resp
10、ective organization to deal with particular fields of technicalactivity.ISO and IEC technical committees collaborate in fields of mutual interest.Other internationalorganizations,governmental and nongovernmental,in liaison with ISO and IEC,also take part in thework.In the field of information techno
11、logy,ISO and IEC have established a joint technical committee,ISO/IEC JTC 1.The procedures used to develop this document and those intended for its further maintenance aredescribed in the ISO/IEC Directives,Part 1.In particular the different approval criteria needed for thedifferent types of ISO doc
12、uments should be noted.This document was drafted in accordance with theeditorial rules of the ISO/IEC Directives,Part 2(see www.iso,org/directives).Attention is drawn to the possibility that some of the elements of this document may be the subject ofpatent rights.ISO shall not be held responsible fo
13、r identifying any or all such patent rights.Details ofany patent rights identified during the development of the document will be in the Introduction and/oron the ISO list of patent declarations received(see www.iso.org/patents).Any trade name used in this document is information given for the conve
14、nience of users and does notconstitute an endorsement.For an explanation on the meaning of ISO specific terms and expressionsrelated to conformity assessment,as well as information about ISOs adherence to the World TradeOrganization(WTO)principles in the Technical Barriers to Trade(TBT)see the follo
15、wing URL:wwwiso.org/iso/foreword.html.The committee responsible for this document is ISO/IEC JTC 1,Information technology,SC 40,IT ServiceManagement and IT Governance.This first edition of ISO/IEC 20000-10 cancels and replaces ISO/IEC TR 20000-10:2015,which has beentechnically revised.The main chang
16、es from the previous edition are as follows:a)includes all the terms and definitions of the ISO/IEC 20000 series;b)inclusion of terms from the ISO/IEC Directives Part 1,Annex SL Appendix 2 high-level structurefor all management system standards.Some of the terms are new,some have updated existingdef
17、initions and some have remained unchanged from previous definitions;c)the term internal grouphas changed to internal supplierand the term supplierhas changedto external supplier;d)the definition ofinformation securityhas changed to be aligned with that in ISO/IEC 27000 andsubsequently the term avail
18、abilityhas been changed to service availability;e)new terms specific to the ISO/IEC 20000 series have been added for asset,governing body,service catalogue,service level target,userand value;f)three terms have been deleted:configuration baseline,configuration management databaseand preventive action
19、;g)many definitions have been updated;h)Figures 1 and 2 have been updated with currently published ISO/IEC 20000 parts;references to ISO/IEC 20000-4,ISO/IEC TR 20000-9 and ISO/IEC TR 90006 have been removedbecause the standards have been or will be withdrawn;60加地nLicensee-Shenzhen Insttute of Standards and Technology 9972181Not for Resale,2018/125 07 22-07orking permi
