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随着重要标准的最新修订,ISO/IEC服务管理体系标准升级

发布时间: 2018-11-08 10:13:33  

提升客户服务、生产力和效率只是服务管理体系诸多益处中的一小部分。ISO更新了服务管理体系标准中的两项标准,有了全新的特征、主题和建议。

根据《福布斯》的一份报告,IT服务管理对大多数高管来说都非常重要。缺乏有效的服务管理途径,会耗费大量的时间和金钱在不断的维护和管理上而不是新的举措1),因此会影响行业竞争力。

服务管理体系(SMS)为服务管理的整个生命周期提供支持,从计划到运输和改进,为客户和服务提供者创造更多更好的价值。SMS的持续性是可见的,使效用和效益能够持续改进。

ISO/IEC 20000 系列标准由ISO和国际电工委员会(IEC)联合发布,为服务管理体系(SMS)的几乎各方面和刚刚更新的两项重要标准提供了综合指南。

ISO/IEC 20000-1:2018 信息技术——服务管理——第1部分:服务管理系体要求详述了组织建立、实施、维护和不断改进SMS的要求,而ISO/IEC 20000-10:2018 信息技术——服务管理——第10部分:概念和词汇则描述了整个ISO/IEC 20000系列的核心概念和术语。

修订标准的ISO 分技术技术委员会主席简·贝格(Jan Begg)表示,虽然这个系列的标注主要应用于IT服务,但也越来越多地应用于其他服务领域,旨在为改善业务流程和决策,这些标准也逐渐得到应用。

她还说,“虽然有许多用于服务管理的框架和方法,但是ISO/IEC 20000系列标准是唯一可用来测量一致性、支持认证并向客户保证其服务得到有效管理。”

“ISO/IEC 20000系列标准对向客户提供服务的任何人都带来好处,无论是整个公司还是单个部门。该系列不仅可以改进他们的服务,而且还确保服务管理活动满足业务需求和目标。”

修订后的版本将市场趋势的变化考虑在内,包括服务的商品化和内部或外部服务集成商对多个供应商的管理。它还包含一些新特性,如关于知识和服务计划的要求,以及更新的术语和定义。

The ISO/IEC’s service management system series gets an upgrade with key standards newly revised

Improving customer service, productivity and efficiency are just a few of the many benefits of a service management system. ISO has updated two standards in its service management series, with new features, topics and tips from the top.

According to a Forbes report, IT service management is highly important to most executives and a lack of a service management approach hurts competitiveness due to too much time and money spent on ongoing maintenance and management rather than new initiatives.

A service management system (SMS) supports the management of the service life cycle, from planning to delivery and improvement, offering better value for customers as well as those delivering the service. It gives ongoing visibility, allowing for continual improvement in effectiveness and efficiency.

Published jointly by ISO and the International Electrotechnical Commission (IEC), the ISO/IEC 20000 series of standards provides comprehensive guidance on virtually every aspect of SMS and two key parts have just been updated.

ISO/IEC 20000-1:2018, Information technology – Service management – Part 1: Service management system requirements, specifies the requirements for an organization to establish, implement, maintain and continually improve an SMS, while ISO/IEC 20000-10:2018, Information technology – Service management – Part 10: Concepts and vocabulary, describes the core concepts and terminology for the whole ISO/IEC 20000 series.

Jan Begg, Chair of the ISO technical subcommittee that revised the standards, said that while this series has mostly been used for IT services, it is increasingly being applied to other services to improve business processes and decision making.

 “While there are many frameworks and methodologies for service management, the ISO/IEC 20000 series is the only one available to measure conformance, support certification and provide assurance to customers that their services are being effectively managed,” she said.

 “The ISO/IEC 20000 series can be of benefit to anyone that provides services to customers, whether it be a whole company or an individual department, not only improving their service but ensuring that service management activities meet business needs and objectives.”

The revised versions take into account changes in market trends, including the commoditization of services and the management of multiple suppliers by an internal or external service integrator. It also incorporates new features such as requirements about knowledge and service planning, as well as updated terminology and definitions.


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