摘要
国际标准化组织自2005年正式发布ISO/IEC 20000-1以来,得到了国际社会的普遍认可和采纳,信息技术服务管理体系标准的逐步完善和修订,可帮助组织更好地响应不断增长的服务需求和适应不断变化的服务交付环境。修订后的ISO/IEC 20000-1:2018《信息技术服务管理第1部分:服务管理体系要求》更注重从战略角度出发,为组织及其客户提供更优质的服务。论文结合ISO/IEC 20000-1:2018,将2018版与2011版进行对照,总结关键变化,以期加深对2018版信息技术服务管理体系标准的理解。
Since the ISO/IEC 20000-1 was officially released in 2005, This standard has been widely recognized and adopted by the international community. The gradual improvement and revision of information technology service management system standards can help organizations better respond to growing service demands and adapt to changing service delivery environments. The revised 'ISO/IEC 20000-1:2018 Information technology —Service management—Part 1: Service management system—Requirements' standard focuses on providing a better service to the organization and its customers from a strategic perspective.This article combines the ISO/IEC 20000-1:2018 standard, and compares the 2018 version with the 2011 version, in order to deepen the understanding of the 2018 version of the information technology service management system standard.
作者
靳雯婷
Jin Wenting(Beijing Zhongguancun High School)
出处
《中国质量与标准导报》
2019年第1期58-64,共7页
China Quality and Standards Review
关键词
信息技术
服务管理体系
关键变化
information technology
service management system
key changes
