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GB/T 24405.2-2010: Information technology -- Service management -- Part 2: Code of practice
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| Standard ID | Contents [version] | USD | STEP2 | [PDF] delivered in | Standard Title (Description) | Status | PDF |
| GB/T 24405.2-2010 | English | 534 |
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Information technology -- Service management -- Part 2: Code of practice
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GB/T 24405.2-2010
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Basic data | Standard ID | GB/T 24405.2-2010 (GB/T24405.2-2010) | | Description (Translated English) | Information technology -- Service management -- Part 2: Code of practice | | Sector / Industry | National Standard (Recommended) | | Classification of Chinese Standard | L77 | | Classification of International Standard | 35.080 | | Word Count Estimation | 27,210 | | Date of Issue | 2010-12-01 | | Date of Implementation | 2011-04-01 | | Adopted Standard | ISOIEC 20000-2-2005, IDT | | Regulation (derived from) | Announcement of Newly Approved National Standards No. 9, 2010 (No. 164 overall) | | Issuing agency(ies) | General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of China, Standardization Administration of the People's Republic of China | | Summary | This standard specifies the unanimous endorsement of the industry information technology (IT) service management processes quality standards. In order to meet the customer's business requirements, these service management processes of consensus within the level of resources to deliver the best possible service. That is, the service is professional, economical, with the risk that understandable and manageable. | GB/T 24405.2-2010: Information technology -- Service management -- Part 2: Code of practice---This is a DRAFT version for illustration, not a final translation. Full copy of true-PDF in English version (including equations, symbols, images, flow-chart, tables, and figures etc.) will be manually/carefully translated upon your order.
Information technology.Service management.Part 2. Code of practice
ICS 35.080
L77
National Standards of People's Republic of China
IT Service Management
Part 2. Rules of Practice
Part 2. Codeofpractice
(ISO /IEC 20000-2.2005, IDT)
Issued on. 2010-12-01
2011-04-01 implementation
Administration of Quality Supervision, Inspection and Quarantine of People's Republic of China
Standardization Administration of China released
Table of Contents
Preface Ⅰ
Introduction Ⅱ
1 Scope 1
2 Terms and definitions 1
3 Management System 1
4 Planning and implementing service management 3
5 planning and implementation of new or changed services 5
6 Service delivery process 5
7 relational processes 11
8 settlement process 13
16 9 Process Control
10 19 publishing process
References 22
Foreword
GB/T 24405 in the "IT Service Management" general title, divided into the following sections.
--- Part 1. Specification;
--- Part 2. Rules of Practice.
This section GB/T 24405 Part 2.
This part identical with ISO /IEC 20000-2.2005 "Information Technology Service Management Part 2. Rules of Practice."
This part is proposed by the National Standardization Management Committee.
This part of the National Information Technology Standardization Technical Committee (SAC/TC28) centralized.
This section was drafted by. China Electronics Standardization Institute, Shanghai Baoxin Software Co., Ltd., Shandong Institute of Standardization,
Shanghai 30 defenders Information Security Technology Co., Ltd., Shenzhen Institute of Information Engineering, integrity, Chinese Association of Productivity Promotion Center and Beijing
Zero Shengan Information System Co., Ltd., Shenzhen Elsevier Extension Information Storage Technology Co., Ltd., Guangzhou tripod Code Information Technology Co., Ltd., Shandong
The wave of Qilu Software Industry Co., Ltd., Shenzhen Hill Technology Co., Ltd.
The main drafters of this section. Hanhong Jiang, Zhou Ping, Feng Hui, Chen roots, plexus Liqun, Jinqiao, Ebel Cheng, Yi Lijun, Yang Jianjun, Zhu Ruihong,
Wang Shuguang, curly hair Chuan, Chen Changsong, Tang vanguard, Zhang Jianjun, who wave, Deng Chao, Liu Hui, Yang Xiaoguang, Vang Pao Ai, Han Shuo Xiang, Liu Yang, Wang Yu people, Zhang Fan,
Shen star, Cao Hui, Sedimental Carbide TRANSACTIONS Zhouchu Sheng, Liu Yanqing, Zhang Jian, in Guohua, Hao Wei, Cheng Yan, Sun Haidong.
Introduction
As a rule practice, this part of GB/T 24405 takes the form of guidelines and recommendations. This section should not be construed as a specification reference and IST
Do not concern to ensure compliance statement will not cause misunderstanding.
This section should be consistent with GB/T 24405 is used in conjunction with Part 1, Part 1 is associated with this practice rule specifications.
It is assumed that this part of the implementation of the provisions entrusted to appropriately qualified and competent staff. This standard does not claim to include all the necessary contract
Required terms. Users of this standard responsible for the proper application of the standard.
For compliance with this standard does not mean immunity from legal obligations.
This section describes the best practices in GB/T 24405 Part 1 covered service management processes.
Due to the needs of customers increasingly advanced facilities (at minimum cost) to meet business requirements, service delivery becomes increasingly important. same
It should be appreciated, services and service management to help organizations generate revenue and cost-effective is critical.
GB/T 24405 Part 1 is a service management standards, should be read in conjunction with this section.
This standard enables service providers to understand how to improve the quality of service delivered to the customer, whether internal or external customers.
With the gradual increase in support dependent, as well as the diversification of available technologies, service providers can only try to maintain a high level of customer
service. If the passive work, they spend very little time planning, training, evaluation, and investigation work for the customer, resulting in no shoe
Line a structured, proactive working practices.
Those same service providers were asked to improve quality, lower costs, greater flexibility, faster customer response. Effective service management
Deliver a higher level of customer service and customer satisfaction.
This standard describes the difference between the best practice processes, these processes are not affected or scale form, the name and structure of the organization. this
Standards applicable for both large scale and to be applied to small-scale service provider, and the demand for best practice service management processes
Does not vary with the form of organization, form of organization provides a framework to manage those processes.
IT Service Management
Part 2. Rules of Practice
1 Scope
This section GB/T 24405 describes a consistent industry-recognized information technology (IT) service management process quality standards. To meet Gu
Customer business requirements, these service management processes deliver the best possible service in the consensus level of resources. That is, the service is professional,
Economy, with risk is understandable and manageable.
Diversity of term for the same process and between processes and functional groups (and position) between the new managers will make the service pipe
Li this theme confused. Misinterpreted the terms of the establishment of an effective process may be an obstacle. According to the present understanding of the standard terminology cut
Real and important benefits. This section recommends that service providers should adopt common terminology and a more consistent approach to service management. In order to improve the standard
Services provide a common foundation for service management tools for use provided by the framework.
As a process based standard, purpose of this section is not used for product evaluation. However, organizations in developing service management tools, products and
System, you can use the GB/T Part 124 405 and this section, in order to help support the development of best practice service management tools, production
Products and systems.
This section provides guidance auditor, but also for service providers planning service improvements or according to GB/T 24405.1 provides for review
help.
GB/T 24405 Part 1 provides a set of related service management processes, as shown in FIG.
Figure 1 service management processes
2 Terms and definitions
GB/T 24405.1 of the terms and definitions apply to this section.
3 Management System
Objectives. To provide a management system, including guidelines and framework for the effective management and implementation of all IT services.
3.1 Management Responsibilities
Ensure the use of best practices and maintaining process management tasks, any service provider to meet the GB/T 24405.1 requirements for foundation.
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