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1、BRITISH STANDARD BS 15000-1:2002 IT service management Part 1: Specification for service management ICS 35.020 ? Licensed Copy: sheffieldun sheffieldun, na, Fri Nov 24 03:27:12 GMT+00:00 2006, Uncontrolled Copy, (c) BSI BS 15000-1:2002 This British Standard, having been prepared under the direction
2、of the DISC Board, was published under the authority of the Standards Policy and Strategy Committee on 27 September 2002 BSI 27 September 2002 The following BSI references relate to the work on this British Standard: Committee reference BDD/3 Draft for comment 02/683006 ISBN 0 580 40470 6 Committees
3、 responsible for this British Standard The preparation of this British Standard was entrusted to Technical Committee BDD/3, Information services management, upon which the following bodies were represented: British Broadcasting Corporation (BBC) British Computer Society (BCS) Office of Government Co
4、mmerce (OGC) IT Service Management Forum (itSMF) Co-opted Members Amendments issued since publication Amd. No.DateComments Licensed Copy: sheffieldun sheffieldun, na, Fri Nov 24 03:27:12 GMT+00:00 2006, Uncontrolled Copy, (c) BSI BS 15000-1:2002 BSI 27 September 2002 i Contents Page Committees respo
5、nsibleInside front cover Forewordii 1Scope2 2Terms and definitions2 3Requirements for a management system4 4Planning and implementing service management5 5Planning and implementing new or changed services7 6Service delivery process7 7Relationship processes9 8Resolution processes11 9Control processes
6、11 10Release process12 Bibliography13 Figure 1 Plan-Do-Check-Act methodology for service management processes1 Figure 2 Service management process2 Figure 3 Example of relationship between service providers and suppliers10 Licensed Copy: sheffieldun sheffieldun, na, Fri Nov 24 03:27:12 GMT+00:00 200
7、6, Uncontrolled Copy, (c) BSI BS 15000-1:2002 ii BSI 27 September 2002 Foreword BS 15000-1 has been prepared by Technical Committee BDD/3 and is based on the knowledge and experience gained by experts working in the field. It supersedes BS 15000:2000, which is withdrawn. BS 15000 is issued in two pa
8、rts: Part 1: Specification for service management; Part 2: Code of practice for service management. This British Standard should be used in conjunction with BS 15000-2, the code of practice associated with this specification. It may also be used in conjunction with DISC PD 0005, Management Overview,
9、 and DISC PD 0015, IT service Management Self-assessment Workbook. DISC PD 0015 is a checklist that complements this specification. This workbook has been designed to assist organizations to assess the extent to which their IT services conform to the specified requirements. A standard forms part of
10、a trade description when cited by number or when compliance with it is claimed. Even if a standard does not specifically require marking with its number, organizations often refer to it in documentation. Such marking or reference constitutes a unilateral claim that the product, process or service co
11、nforms to all the relevant requirements of the standard cited. The person making the claim is legally responsible in the UK under the Trade Descriptions Act 1968 1. It is assumed that the execution of the provisions of this standard is entrusted to appropriately qualified and competent people. A Bri
12、tish Standard does not purport to include all necessary provisions of a contract. Users of British Standards are responsible for their correct application. Attention is drawn to the following statutory regulations: Trade Descriptions Act 1968 1; Data Protection Act 1998 2; Computer Misuse Act 1990 3
13、; Copyright, Designs and Patent Act 1988 4. BSI Committee BDD/3, whose constitution is shown in this British Standard, takes collective responsibility for its preparation under the authority of the Standards Board. The Committee wishes to acknowledge the personal contributions of: Compliance with a
14、British Standard does not of itself confer immunity from legal obligations. Jenny DugmoreService Matters Ltd. Lynda CooperXansa Ivor EvansIT Service Improvement Ltd. Hilary FaulBBC Technology Ltd. John GroomOffice of Government Commerce (OGC) Shirley LacyConnectSphere Ltd and representative of the B
15、CS Aidan LawesIT Service Management Forum (itSMF) Ivor MacfarlaneIT Service Improvement Ltd. Don PageMarval Software Ltd. Summary of pages This document comprises a front cover, an inside front cover, pages i and ii, pages 1 to 13 and a back cover. The BSI copyright displayed in this document indica
16、tes when the document was last issued. Licensed Copy: sheffieldun sheffieldun, na, Fri Nov 24 03:27:12 GMT+00:00 2006, Uncontrolled Copy, (c) BSI BS 15000-1:2002 BSI 27 September 2002 1 Introduction This standard promotes the adoption of an integrated process approach to effectively deliver managed
17、services to meet the business and customer requirements. For an organization to function effectively it has to identify and manage numerous linked activities. An activity using resources, and managed in order to enable the transformation of inputs into outputs, can be considered as a process. Often
18、the output from one process forms an input to another. Co-ordinated integration and implementation of the service management processes provides the ongoing control, greater efficiency and opportunities for continuous improvement. Performing the acitivities and processes requires people in the servic
19、e desk, service support, service delivery and operations teams to be well organized and co-ordinated. Appropriate tools are also required to ensure that the processes are effective and efficient. NOTEThe methodology known as Plan-Do-Check-Act (PDCA) can be applied to all processes. PDCA can be descr
20、ibed as follows: 1) Plan: establish the objectives and processes necessary to deliver results in accordance with customer requirements and the organizations policies; 2) Do: implement the processes; 3) Check: monitor and measure processes and services against policies, objectives and requirements an
21、d report the results; 4) Act: take actions to continually improve performance. The model shown in Figure 1 illustrates the process and process linkages presented in Clause 5, Clause 6 and Clause 7. Figure 1 Plan-Do-Check-Act methodology for service management processes Licensed Copy: sheffieldun she
22、ffieldun, na, Fri Nov 24 03:27:12 GMT+00:00 2006, Uncontrolled Copy, (c) BSI BS 15000-1:2002 2 BSI 27 September 2002 1 Scope This specification defines the requirements for an organization to deliver managed services of an acceptable quality for its customers. It may be used: a) by businesses that a
23、re going out to tender for their services; b) by businesses that require a consistent approach by all service providers in a supply chain; c) by service providers to benchmark their IT service management; d) as the basis for an assessment which may lead to a formal certification; e) by an organizati
24、on who needs to demonstrate the ability to provide services that meet customer requirements; and f) by an organization which aims to improve service through the effective application of processes to monitor and improve service quality. This standard specifies a number of closely related service mana
25、gement processes, as shown in Figure 1. The relationships between the processes depend on the application within an organization and are generally too complex to model and therefore relationships between processes are not shown in this diagram. The list of objectives and controls contained in this s
26、pecification are not exhaustive, and an organization may consider that additional objectives and controls are necessary to meet their particular business needs. The nature of the business relationship between the service provider and business will determine how the requirements in this Standard are
27、implemented in order to meet the overall objective. 2 Terms and definitions For the purposes of this part of BS 15000, the following terms and definitions apply. 2.1 availability ability of a component or service to perform its required function at a stated instant or over a stated period of time NO
28、TEAvailability is usually expressed as a ratio of the time that the service is actually available for use by the business to the agreed service hours. Figure 2 Service management process Release Process Release Management Capacity Management Service Continuity and Availability Management Service Lev
29、el Management Service Reporting Information Security Management Budgeting and Accounting for IT services Control Processes Configuration Management Change Management Relationship Processes Business Relationship Management Supplier Management Resolution Processes Incident Management Problem Managemen
30、t Service Delivery Processes Licensed Copy: sheffieldun sheffieldun, na, Fri Nov 24 03:27:12 GMT+00:00 2006, Uncontrolled Copy, (c) BSI BS 15000-1:2002 BSI 27 September 2002 3 2.2 baseline snapshot of the state of a service or an individual configuration item at a point in time 2.3 change record rec
31、ord containing details of which configuration items (see 2.4) are affected and how they are affected by an authorized change 2.4 configuration item (CI) component of an infrastructure or an item which is, or will be, under the control of configuration management NOTEConfiguration items may vary wide
32、ly in complexity, size and type, ranging from an entire system including all hardware, software and documentation, to a single module or a minor hardware component. 2.5 configuration management database (CMDB) database containing all the relevant details of each configuration items and details of th
33、e important relationships between them 2.6 document information in readable form, including computer data, which is created or received and maintained as evidence of the service providers intentions with regards to service management NOTE 1In this standard, records are distinguished from documents b
34、y the fact that they function as evidence of activities, rather than evidence of intentions. NOTE 2Examples of documents include policy statements, plans, procedures, service level agreements and contracts. 2.7 incident any event which is not part of the standard operation of a service and which cau
35、ses or may cause an interruption to, or a reduction in, the quality of that service NOTEThis may include request questions such as “How do I.?” calls. 2.8 problem unknown underlying cause of one or more incidents 2.9 record information in readable form, including computer data, which is created or r
36、eceived and maintained by the service provider as evidence of the performance of service management activities NOTE 1In this standard, records are distinguished from documents by the fact that they function as evidence of activities, rather than evidence of intentions. NOTE 2Examples of records incl
37、ude audit reports, requests for change, incident reports, individual training records and invoices sent to customers. 2.10 release collection of new and/or changed configuration items which are tested and introduced into the live environment together 2.11 request for change form or screen used to re
38、cord details of a request for a change to any configuration item within a service or infrastructure Licensed Copy: sheffieldun sheffieldun, na, Fri Nov 24 03:27:12 GMT+00:00 2006, Uncontrolled Copy, (c) BSI BS 15000-1:2002 4 BSI 27 September 2002 2.12 service desk customer facing support group who d
39、o a high proportion of the total support work 2.13 service level agreement (SLA) written agreement between a service provider and a customer that documents services and agreed service levels 2.14 service management management of services to meet the business requirements 3 Requirements for a managem
40、ent system Objective: To provide a management system, including policies and a framework to enable the effective management and implementation of all IT services. 3.1 Management responsibility Through leadership and actions, top management shall provide evidence of its commitment to developing, impl
41、ementing and improving its service management capability within the context of the organizations business and customers requirements. Management shall: a) establish the service management policy, objectives and plans; b) communicate the importance of meeting the service management objectives and the
42、 need for continual improvement; c) ensure that customer requirements are determined and are met with the aim of improving customer satisfaction; d) appoint a member of management responsible for the co-ordination and management of all services; e) determine and provide resources to plan, implement,
43、 monitor, review and improve service delivery and management e.g. recruit appropriate staff, manage staff turnover; f) manage risks to the service management organization and services; and g) conduct reviews of service management, at planned intervals, to ensure continuing suitability, adequacy and
44、effectiveness. 3.2 Documentation requirements Service providers shall provide documentation and records to ensure effective planning, operation and control of service management. This shall include: a) documented service management policies and plans; b) documented service level agreements; c) docum
45、ented processes and procedures required by this standard; and d) records required by this standard. Procedures and responsibilities shall be established for the creation, review, approval, maintenance and control of the various types of documents and records. NOTEThe documentation can be in any form
46、 or type of medium. 3.3 Competence, awareness and training All service management roles and responsibilities shall be defined and maintained together with the competencies required to execute them effectively. Staff competencies and training needs shall be reviewed and managed to enable staff to per
47、form their role effectively. Top management shall ensure that its employees are aware of the relevance and importance of their activities and how they contribute to the achievement of the service management objectives. Licensed Copy: sheffieldun sheffieldun, na, Fri Nov 24 03:27:12 GMT+00:00 2006, U
48、ncontrolled Copy, (c) BSI BS 15000-1:2002 BSI 27 September 2002 5 4 Planning and implementing service management NOTESee also Introduction. 4.1 Plan service management (Plan) Objective: To plan the implementation and delivery of service management. Service management shall be planned. The plans shal
49、l at a minimum define: a) the scope of service management within the organization; b) the objectives and requirements that are to be achieved by service management; c) the processes that are to be executed; d) the framework of management roles and responsibilities, including the process owner and management of third party suppliers; e) the interfaces between service management processes and the manner in which the activities are to be co-ordinated;
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