1、INTERNATIONALISO/IECSTANDARD20000-2Second edition2012-02-15Information technology-Servicemanagement-Part 2:Guidance on the application of servicemanagement systemsTechnologies de linformation-Gestion des services-Partie 2:Directives relatives a lapplication des systemes demanagement des servicesRefe
2、rence number1S0/1EC20000-2:2012(E)ISOIEC1S0/1EC2012d without license from IHSNot for Resale1S0/1EC20000-2:2012(E)COPYRIGHT PROTECTED DOCUMENTIS0/IEC2012All rights reserved.Unless otherwise specified,no part of this publication may be reproduced or utilized in any form or by any means,electronic or m
3、echanical,including photocopying and microfilm,without permission in writing from either ISO at the address below orISOs member body in the country of the requester.ISO copyright officeCase postale 56.CH-1211 Geneva 20Tel.+41227490111Fax+41227490947E-mail copyrightiso.orgWeb www.iso.orgPublished in
4、SwitzerlandEemouiational Organizion o StandardizationISO/IEC 2012-All rights reservedoveodbyHsndarlcen0whls1S0/1EC20000-2:2012(E)Table 1-Example matrix of incident resolution target times based on priorities.60Table A.1-Interfaces and integration for design and transition of new or changed services.
5、77Table A.2-Interfaces and integration for SLM.77Table A.3-Interfaces and integration for service reporting.8Table A.4-Interfaces and integration for service continuity and availability management.78Table A.5-Interfaces and integration for budgeting and accounting for services.79Table A.6-Interfaces
6、 and integration for capacity management.9Table A.7-Interfaces and integration for ISM.80Table A.8-Interfaces and integration for BRM.80Table A.9-Interfaces and integration for supplier management.8Table A.10-Interfaces and integration for incident and service request management.81Table A.11-Interfa
7、ces and integration for problem management.8Table A.12-Interfaces and integration for configuration management.82Table A.13-Interfaces and integration for change management.83Table A.14-Interfaces and integration for release and deployment management.83capynioninaiongOrpasnmaiemtcSaneardzaicmISO/IEC 2012-All rights reservedd without license from IHS
