ISO20000-1:2011标准 6.2 服务报告
添加时间：2012-12-22 09:36:37 浏览：
ISO20000新旧版标准差异概述
| 差异点 | 说明 |
| 新增部分 | 在服务报告的总体要求上，ISO20000:2011版新增了： 报告的频率； 应文件化，并与相关方协商确定。 |
| 优化与完善部分 |
服务报告的内容上，ISO20000:2011版新增了： |
ISO20000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 |
| 6.2 服务报告 | 5 | 6.2 服务报告 | 5 | 2 |
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。
ISO20000新旧版标准差异分析
| ISO20000:2011版 | ISO20000:2005版 | 差异分析 | ||
| 服务报告的描述 | The description of each service report, including its identity, purpose, audience, frequency and details of the data source(s), shall be documented and agreed by the service provider and interested parties. | 每一个服务报告的描述，包括报告的标识、目的、目标读者、频率和数据源的详细信息，应被文件化并在服务提供者和利益相关方之间协商一致。 | There shall be a clear description of each service report including its identity，purpose，audience and details of the data source | 新旧版要求基本一致。但ISO20000:2011版对服务报告的描述新增了以下几点要求： 报告的频率； 应被文件化，并与利益相关方协商确定。 |
| 服务报告的内容 | Service reports shall be produced for services using information from the delivery of services and the SMS activities, including the service management processes. Service reporting shall include at least: a) performance against service targets; b) relevant information about significant events including at least major incidents, deploymentof new or changed services and the service continuity plan being invoked; c) workload characteristics including volumes and periodic changes in workload; d) detected nonconformities against the requirements in this part of ISO/IEC 20000, the SMS requirements or the service requirements and their identified causes; e) trend information; f) customer satisfaction measurements, service complaints and results of the analysis of satisfaction measurements and complaints. |
针对服务，应使用服务交付和SMS活动（包括服务管理过程）中产生的各类信息生成服务报告。服务报告应至少包括： a） 相对服务目标的服务绩效； b） 突发事件的相关信息，至少包括重大故障，新的或变更的服务的部署和被触发的服务连续性计划； c） 工作量特征，包括容量和负载的周期性变化； d） 相对于ISO20000标准的要求、SMS要求或服务需求所发现的不符合项以及识别出的原因； e） 趋势信息； f） 客户满意度测量、服务投诉以及满意度测量和投诉的分析结果。 |
Service reports shall be produced to meet identified needs and customer requirements. Service reporting shall include: a) performance against service level targets; b) non-compliance and issues, e.g. against the SLA, security breech; c) workload characteristics, e.g. volume, resource utilization; d) performance reporting following major events, e.g. major incidents and changes; e) trend information; f) satisfaction analysis. |
新旧版要求基本一致。但ISO20000:2011版对服务报告的内容新增了以下几点要求： |
| 服务报告的应用 | The service provider shall make decisions and take actions based on the findings in service reports. The agreed actions shall be communicated to interested parties. |
服务提供者应基于服务报告的结果做出决定与采取行动。协商确定的行动应与利益相关方沟通。 | Management decisions and corrective actions shall take into consideration the findings in the service reports and shall be communicated to relevant parties. | ISO20000:2011版与ISO20000:2005版的要求基本一致。 |
