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GB/T 36074.3-2019: Information technology service -- Service management -- Part 3: Technical requirements
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Information technology service -- Service management -- Part 3: Technical requirements
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GB/T 36074.3-2019
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Basic data | Standard ID | GB/T 36074.3-2019 (GB/T36074.3-2019) | | Description (Translated English) | Information technology service -- Service management -- Part 3: Technical requirements | | Sector / Industry | National Standard (Recommended) | | Classification of Chinese Standard | L77 | | Classification of International Standard | 35.080 | | Word Count Estimation | 58,528 | | Date of Issue | 2019-08-30 | | Date of Implementation | 2020-03-01 | | Issuing agency(ies) | State Administration for Market Regulation, China National Standardization Administration | GB/T 36074.3-2019: Information technology service -- Service management -- Part 3: Technical requirements
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Information technology service - Service management - Part 3. Technical requirements
ICS 35.080
L77
National Standards of People's Republic of China
Information Technology Service Management
Part 3. Technical requirements
Part 3. Technicalrequirements
Published on.2019-08-30
2020-03-01 implementation
State market supervision and administration
China National Standardization Administration issued
Content
Foreword III
1 Scope 1
2 Normative references 1
3 Terms and Definitions 1
4 Overview 3
4.1 Management Technology Framework 3
4.2 Management Body 4
4.3 Management Behavior 4
4.4 Management Object 5
4.5 Managing Business Flow 5
5 Monitoring and Management Technical Requirements 5
5.1 Overview 5
5.2 Object Management Data 6
5.3 Object Management Capabilities 7
5.4 Monitoring Business 7
6 Process Management Technical Requirements 8
6.1 Purpose 8
6.2 Process Management Indicator 8
6.3 Event Management 8
6.4 Service Request Management 9
6.5 Problem Management 10
6.6 Configuration Management 11
6.7 Change Management 12
6.8 Release Management 13
6.9 Service Level Management 14
6.10 Availability and Continuity Management 15
6.11 Budget and accounting management 15
6.12 Capacity Management 16
6.13 Service Report 17
6.14 Information Security Management 17
6.15 Business Relationship Management 18
6.16 Supplier Management 18
6.17 Service Desk Management 19
6.18 Self-service desk 19
6.19 Task Management 20
6.20 Knowledge Management 21
7 Decision Support Technical Requirements 21
7.1 Overview 21
7.2 General requirements for decision support business areas 21
7.3 Data analysis tools for decision support 22
7.4 Decision Support Data 23
Appendix A (Normative) Data Dictionary for Information Technology Service Management Tools Data Interaction 26
Appendix B (Normative) Information Technology Service Management Tool Data Interaction Message Processing Mechanism 35
Appendix C (Normative) Object Management Data 40
Appendix D (Normative) Process Management Data 46
Reference 50
Foreword
GB/T 36074 "Information Technology Service Management" is divided into three parts.
--- Part 1. General requirements;
--- Part 2. Implementation Guide;
--- Part 3. Technical requirements.
This part is the third part of GB/T 36074.
This part is drafted in accordance with the rules given in GB/T 1.1-2009.
Please note that some of the contents of this document may involve patents. The issuing organization of this document is not responsible for identifying these patents.
This part is proposed and managed by the National Information Technology Standardization Technical Committee (SAC/TC28).
This section was drafted by. Sichuan Yicheng Zhixun Technology Co., Ltd., Beijing Lanhai Xuntong Technology Co., Ltd., Shanghai Minhang Information Section
Technology Co., Ltd., Donghua Software Co., Ltd., Golden Tax Information Technology Service Co., Ltd., Qinzhi Digital Technology Co., Ltd., China
Jiang Sanxia Group Co., Ltd., Xiamen Qunrui Management Consulting Co., Ltd., China Electronics Technology Standardization Research Institute, Sichuan Jiuyuan Yinhai Software Co., Ltd.
Co., Ltd., Beijing Yinxin Changyuan Technology Co., Ltd., Beijing Escort Technology Co., Ltd., Guangzhou Saibao Certification Center Services
Company, Digital China System Integration Services Co., Ltd., State Grid Xintong Yili Technology Co., Ltd., Yunnan Power Grid Co., Ltd. Letter
Center, Foshan Power Supply Bureau of Guangdong Power Grid Co., Ltd., Beijing Weilian Zhongcheng Technology Co., Ltd., Nanjing Huasu Technology Co., Ltd., Anhui
The First Affiliated Hospital of the Medical University.
The main drafters of this section. Zhang Jun, Xu Wei, Zhu Fengtao, Huang Xiao, Pan Jianchu, Wu Chao, Zhou Ping, Sun Pei, Liu Wei, Dan Qiang, Zhang Shuling, Zhao Shining,
Pan Siping, Ni Shaofeng, Liu Xiaoyin, Xiong Jianyu, Yang Guangchao, Wang Yingshu, Xiang Huawei, Cui Changming, Liang Jian, Liao Wei, Chen Dalong, Xu Hongbing.
Information Technology Service Management
Part 3. Technical requirements
1 Scope
This part of GB/T 36074 specifies the technical framework, monitoring management, process management and decision support of information technology service management.
Technical requirements.
This section applies to the development, testing and tool selection of information technology service organizations.
2 Normative references
The following documents are indispensable for the application of this document. For dated references, only dated versions apply to this article.
Pieces. For undated references, the latest edition (including all amendments) applies to this document.
GB/T 24405.1-2009 Information technology service management - Part 1. Specification
GB/T 28827.1-2012 Operation and maintenance of information technology services - Part 1. General requirements
GB/T 33850 Information Technology Service Quality Evaluation Index System
3 Terms and definitions
The following terms and definitions apply to this document.
3.1
Information technology service informationtechnologyservice
The supplier provides the demand side with information on how to develop and apply information technology, and the supplier uses information technology to provide support to the demand side business process.
service.
[GB/T 29264-2012, definition 2.1]
3.2
Information technology service management informationtechnologyservicemanagement
Management of information technology services to meet business needs.
[GB/T 29264-2012, definition 2.6]
3.3
Service level agreement servicelevelagreement
An agreement between the service provider and the acquirer that describes the service and the agreed service level.
[GB/T 24405.1-2009, definition 2.13]
3.4
Management subject managementsubject
An organization or person who assumes management responsibilities and determines the direction of management and the management process.
3.5
Management object managementobject
Management object, the object of management entity's implementation of information technology service management behavior.
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