【英文标准名称】:Informationtechnology-Servicemanagement-Codeofpractice
【原文标准名称】:信息技术.服务管理.实用规程
【标准号】:BSISO/IEC20000-2-2005
【标准状态】:作废
【国别】:英国
【发布日期】:2005-12-15
【实施或试行日期】:2005-12-15
【发布单位】:英国标准学会(GB-BSI)
【起草单位】:BSI
【标准类型】:()
【标准水平】:()
【中文主题词】:售后服务;有效性;货物实用规程;消费者与供货者的关系;消费者满意;信息技术;维修;管理;供应商;质量;服务设施
【英文主题词】:After-salesservices;Availability;Codeofgoodpractice;Consumer-supplierrelations;Customersatisfaction;Informationtechnology;Maintenance;Management;Providers;Quality;Services;Supplier
【摘要】:ThispartofISO/IEC20000representsanindustryconsensusonqualitystandardsforITservicemanagementprocesses.Theseservicemanagementprocessesdeliverthebestpossibleservicetomeetacustomer’sbusinessneedswithinagreedresourcelevels,i.e.servicethatisprofessional,cost-effectiveandwithriskswhichareunderstoodandmanaged.Thevarietyoftermsusedforthesameprocess,andbetweenprocessesandfunctionalgroups(andjobtitles)canmakethesubjectofservicemanagementconfusingtothenewmanager.Failuretounderstandtheterminologycanbeabarriertoestablishingeffectiveprocesses.UnderstandingtheterminologyisatangibleandsignificantbenefitfromISO/IEC20000.ThispartofISO/IEC20000recommendsthatserviceprovidersshouldadoptcommonterminologyandamoreconsistentapproachtoservicemanagement.Itgivesacommonbasisforimprovementsinservices.Italsoprovidesaframeworkforusebysuppliersofservicemanagementtools.Asaprocessbasedstandardthiscodeofpracticeisnotintendedforproductassessment.However,organizationsdevelopingservicemanagementtools,productsandsystemsmayuseboththespecificationandthecodeofpracticetohelpthemdeveloptools,productsandsystemsthatsupportbestpracticeservicemanagement.ThispartofISO/IEC20000providesguidancetoauditorsandoffersassistancetoserviceprovidersplanningserviceimprovementsortobeauditedagainstISO/IEC20000-1.
【中国标准分类号】:L70
【国际标准分类号】:03_080_99;35_020
【页数】:42P.;A4
【正文语种】:英语