ISO20000-1:2011标准 4.3服务级别管理
添加时间：2012-12-21 09:56:46 浏览：
4.3.1 新旧版标准差异概述
| 差异点 | 说明 |
| 新增部分 | ISO20000:2011版标准新增了“服务组件”的概念。 ISO20000:2011版标准新增了以下要求： 服务目录：服务提供者应与客户协商确定服务目录。服务目录应包括服务与服务组件之间的依赖关系。 服务的变更：对文件化的服务需求、服务目录、SLAs和其他文件化协议的变更都应在变更管理流程的控制之下。服务目录应随服务和 SLAs 的变更进行维护以确保相互间保持一致。 |
| 优化与完善部分 |
修改了“支持SLA的其他相关方协议”的要求： |
4.3.2 新旧版标准变化度
| ISO20000:2011 版本 | 控制点 | ISO20000:2005 版本 | 控制点 | 变化度 |
| 6.1 服务级别管理 | 14 | 6.1 服务级别管理 | 7 | 4 |
说明：变化度是指新版标准该条款相对旧版标准要求的变化程度，按分值计量，5 分指变化程度最大，0 分指没有变化。
4.3.3 新旧版标准差异分析
| ISO20000:2011版 | ISO20000:2005版 | 差异分析 | ||
| 服务和SLA的确定 | The service provider shall agree the services to be delivered with the customer. For each service delivered, one or more SLAs shall be agreed with the customer. When creating SLAs, the service provider shall take into consideration the service requirements. SLAs shall include agreed service targets, workload characteristics and exceptions. |
服务提供者应与客户协商确定所要交付的服务。 对于所交付的每项服务，应与客户协商确定一个或多个服务级别协议（SLAs）。当创建 SLAs时，服务提供者应考虑服务需求。 SLAs应包括协商确定的服务目标、工作量特性和例外。 |
The full range of services to be provided together with the corresponding service level targets and workload characteristics shall be agree by the parties and recorded. Each service provided shall be defined, agreed and documented in one or more service level agreements (SLAs). |
ISO20000:2011版与ISO20000:2005版要求基本一致。但ISO20000:2011版提出SLA的内容应包括“例外”情况。 |
| 服务目录 | The service provider shall agree a catalogue of services with the customer. The catalogue of services shall include the dependencies between services and service components. | 服务提供者应与客户协商确定服务目录。服务目录应包括服务与服务组件之间的依赖关系。 | 无 | ISO20000:2011版新增了“服务目录”的明确要求。 ISO20000:2011版新增了“服务组件”的概念，对服务目录内容进行了要求。 |
| 服务和SLA的回顾 | The service provider shall review services and SLAs with the customer at planned intervals. The service provider shall monitor trends and performance against service targets at planned intervals. Results shall be recorded and reviewed to identify the causes of nonconformities and opportunities for improvement. |
服务提供者应按计划的时间间隔与客户回顾服务与SLAs。 服务提供者应按计划的时间间隔监控内部团队或客户相对服务约定目标和其他约定承诺的效果。 结果应被记录和回顾，以识别不符合的原因与改进机会。 |
The SLAs shall be maintained by regular reviews by the parties to ensure that they are up-to-date and remain effective over time. Service levels shall be monitored and reported against targets, showing both current and trend information. The reasons for non-conformance shall be reported and reviewed. Actions for improvement identified during this process shall be recorded and provide input into a plan for improving the service. |
ISO20000:2011版与ISO20000:2005版要求基本一致。但ISO20000:2011版提出了“回顾”的范围不仅包括SLA，还应包括对“服务”的回顾。 |
| 服务的变更 | Changes to the documented service requirements, catalogue of services, SLAs and other documented agreements shall be controlled by the change management process. The catalogue of services shall be maintained following changes to services and SLAs to ensure that they are aligned. |
对文件化的服务需求、服务目录、SLAs和其他文件化协议的变更都应在变更管理流程的控制之下。 服务目录应随服务和SLAs的变更进行维护以确保相互间保持一致。 |
无 | ISO20000:2011版新增了服务变更的要求。 |
| 其他相关方的协议 | For service components provided by an internal group or the customer, the service provider shall develop, agree, review and maintain a documented agreement to define the activities and interfaces between the two parties. The service provider shall monitor performance of the internal group or the customer against agreed service targets and other agreed commitments, at planned intervals. Results shall be recorded and reviewed to identify the causes of nonconformities and opportunities for improvement. |
对于由内部团队或客户提供的服务组件，服务提供者应开发、协商确定、回顾和维护一个文件化的协议，以确定双方间的活动与接口。 服务提供者应按计划的时间间隔监控内部团队或客户相对服务约定目标和其他约定承诺的效果。 结果应被记录和回顾，以识别不符合的原因与改进机会。 |
SLAs, together with supporting service agreements, supplier contacts and corresponding procedures, shall be agreed by all relevant parties and recorded. | ISO20000:2011版用“相关方（包括内部团队、客户等）的协议”代替了ISO20000:2005版的“支持服务协议”的概念，更符合ISO20000:2011版提到的利益相关方的概念。 关于外部供应商协议的要求，在ISO20000:2011版的“供应商管理流程”中进行了具体定义，也在本条款中去除了相关要求。 ISO20000:2011版针对相关方的协议，提出了“应定期进行回顾，以识别不符合的原因与改进机会”的要求。 |
