{"id":64,"date":"2026-05-24T03:48:04","date_gmt":"2026-05-24T03:48:04","guid":{"rendered":"https:\/\/blog.joezhou.top\/iso-20000-1-2018-8\/"},"modified":"2026-05-24T03:48:04","modified_gmt":"2026-05-24T03:48:04","slug":"iso-20000-1-2018-8","status":"publish","type":"post","link":"https:\/\/www.joezhou.top\/?p=64","title":{"rendered":"ISO 20000-1:2018 \u7b2c8\u7ae0\u2014\u2014\u8fd0\u884c\u63a7\u5236\u5ba1\u6838\u8981\u70b9\uff08\u6838\u5fc3\uff09"},"content":{"rendered":"

\u5f15\u8a00<\/h2>\n

ISO\/IEC 20000-1:2018 \u7b2c8\u7ae0”\u8fd0\u884c”\u662f\u6574\u4e2a\u6807\u51c6\u7684\u6838\u5fc3\uff0c\u5360\u636e\u4e86\u6700\u591a\u7684\u6761\u6b3e\u6570\u548c\u6700\u590d\u6742\u7684\u5ba1\u6838\u5de5\u4f5c\u91cf\u3002\u4e0eISO 9001\u7b2c8\u7ae0\uff08\u8fd0\u884c\u63a7\u5236\uff09\u4e0d\u540c\uff0c20000-1\u7b2c8\u7ae0\u4ee5”\u670d\u52a1”\u4e3a\u4e3b\u7ebf\uff0c\u7ec6\u5206\u4e3a7\u4e2a\u8fc7\u7a0b\u57df\uff1a\u8fd0\u884c\u7b56\u5212\u4e0e\u63a7\u5236\u3001\u670d\u52a1\u7ec4\u5408\u3001\u5173\u7cfb\u4e0e\u534f\u8bae\u3001\u4f9b\u7ed9\u4e0e\u9700\u6c42\u3001\u89e3\u51b3\u3001\u670d\u52a1\u4fdd\u969c\u3001\u670d\u52a1\u4ea4\u4ed8\u3002\u7b2c\u4e09\u65b9\u5ba1\u6838\u5458\u53ea\u6709\u6df1\u5165\u7406\u89e3\u6bcf\u4e2a\u8fc7\u7a0b\u57df\u7684\u5ba1\u6838\u8981\u70b9\uff0c\u624d\u80fd\u6709\u6548\u8bc4\u4f30ITSMS\u7684\u8fd0\u884c\u6709\u6548\u6027\u3002<\/p>\n

\u4e00\u3001\u7b2c8\u7ae0\u6574\u4f53\u6846\u67b6<\/h2>\n

20000-1:2018 \u7b2c8\u7ae0\u7684\u7ed3\u6784\u5982\u4e0b\uff0c\u5ba1\u6838\u5458\u5728\u73b0\u573a\u5e94\u6309”\u8fc7\u7a0b\u65b9\u6cd5”\u9010\u4e00\u8ffd\u6eaf\u8bc1\u636e\uff1a<\/p>\n\n\n\n\n\n\n\n\n\n\n\n
\u6761\u6b3e<\/th>\n\u8fc7\u7a0b\u57df<\/th>\n\u5ba1\u6838\u6838\u5fc3<\/th>\n<\/tr>\n<\/thead>\n
8.1<\/td>\n\u8fd0\u884c\u7b56\u5212\u4e0e\u63a7\u5236<\/td>\n\u662f\u5426\u6309\u8ba1\u5212\u8fd0\u884c\uff1f\u53d8\u66f4\u662f\u5426\u53d7\u63a7\uff1f<\/td>\n<\/tr>\n
8.2<\/td>\n\u670d\u52a1\u7ec4\u5408<\/td>\n\u670d\u52a1\u76ee\u5f55\u662f\u5426\u5b8c\u6574\u3001\u662f\u5426\u5b9a\u671f\u8bc4\u5ba1\uff1f<\/td>\n<\/tr>\n
8.3<\/td>\n\u5173\u7cfb\u4e0e\u534f\u8bae<\/td>\n\u5ba2\u6237\u534f\u8bae\u3001\u4f9b\u5e94\u5546\u534f\u8bae\u662f\u5426\u8986\u76d6\u6240\u6709\u98ce\u9669\uff1f<\/td>\n<\/tr>\n
8.4<\/td>\n\u4f9b\u7ed9\u4e0e\u9700\u6c42<\/td>\n\u4f9b\u9700\u53cc\u65b9\u7684\u670d\u52a1\u8bf7\u6c42\u548c\u4f9b\u65b9\u7ba1\u7406\u662f\u5426\u89c4\u8303\uff1f<\/td>\n<\/tr>\n
8.5<\/td>\n\u89e3\u51b3<\/td>\n\u4e8b\u4ef6\u7ba1\u7406\u3001\u670d\u52a1\u8bf7\u6c42\u7ba1\u7406\u662f\u5426\u6709\u6548\uff1f<\/td>\n<\/tr>\n
8.6<\/td>\n\u670d\u52a1\u4fdd\u969c<\/td>\n\u53ef\u7528\u6027\u3001\u5bb9\u91cf\u3001\u8fde\u7eed\u6027\u3001\u4fe1\u606f\u5b89\u5168\u662f\u5426\u6709\u4fdd\u969c\uff1f<\/td>\n<\/tr>\n
8.7<\/td>\n\u670d\u52a1\u4ea4\u4ed8<\/td>\nSLA\u7ba1\u7406\u3001\u670d\u52a1\u62a5\u544a\u3001\u670d\u52a1\u8fde\u7eed\u6027\u662f\u5426\u8fbe\u6210\uff1f<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

\u5ba1\u6838\u65f6\u5e94\u907f\u514d”\u9010\u6761\u6253\u52fe”\uff0c\u800c\u662f\u9009\u62e91-2\u4e2a\u771f\u5b9e\u670d\u52a1\uff0c\u6cbf”\u534f\u8bae\u2192\u4ea4\u4ed8\u2192\u4fdd\u969c\u2192\u6539\u8fdb”\u5168\u6d41\u7a0b\u8ffd\u6eaf\uff0c\u8fd9\u6837\u66f4\u5bb9\u6613\u53d1\u73b0\u7cfb\u7edf\u6027\u95ee\u9898\u3002<\/p>\n

\u4e8c\u30018.1 \u8fd0\u884c\u7b56\u5212\u4e0e\u63a7\u5236<\/h2>\n

\u672c\u6761\u6b3e\u8981\u6c42\u7ec4\u7ec7\u7b56\u5212\u5e76\u5b9e\u65bd\u670d\u52a1\u4ea4\u4ed8\u6240\u9700\u7684\u8fd0\u884c\u8fc7\u7a0b\uff0c\u5305\u62ec\u53d8\u66f4\u7ba1\u7406\u3001\u914d\u7f6e\u7ba1\u7406\u3001\u53d1\u5e03\u7ba1\u7406\u3002<\/p>\n

\u5ba1\u6838\u6838\u5fc3\u95ee\u9898\uff1a<\/strong>
\n1. \u53d8\u66f4\u7ba1\u7406<\/strong>\uff1a\u62bd\u67e53\u4e2a\u53d8\u66f4\u8bb0\u5f55\uff08\u542b1\u4e2a\u7d27\u6025\u53d8\u66f4\uff09\uff0c\u9a8c\u8bc1\u662f\u5426\u6709\u98ce\u9669\u8bc4\u4f30\u3001\u56de\u9000\u8ba1\u5212\u3001\u53d8\u66f4\u540e\u8bc4\u5ba1\uff1f
\n2. \u914d\u7f6e\u7ba1\u7406<\/strong>\uff1a\u914d\u7f6e\u7ba1\u7406\u6570\u636e\u5e93\uff08CMDB\uff09\u662f\u5426\u8986\u76d6\u5173\u952e\u670d\u52a1\u7ec4\u4ef6\uff1f\u914d\u7f6e\u9879\u53d8\u66f4\u662f\u5426\u4e0e\u53d8\u66f4\u8bb0\u5f55\u5173\u8054\uff1f
\n3. \u53d1\u5e03\u7ba1\u7406<\/strong>\uff1a\u53d1\u5e03\u8ba1\u5212\u662f\u5426\u5305\u542b\u56de\u6eda\u65b9\u6848\uff1f\u53d1\u5e03\u540e\u662f\u5426\u9a8c\u8bc1\u670d\u52a1\u6b63\u5e38\uff1f<\/p>\n\n\n\n\n\n\n\n
\u5e38\u89c1\u4e0d\u7b26\u5408<\/th>\n\u5ba1\u6838\u65b9\u6cd5<\/th>\n<\/tr>\n<\/thead>\n
\u7d27\u6025\u53d8\u66f4\u4e8b\u540e\u8865\u5ba1\u6279<\/td>\n\u62bd\u67e5\u7d27\u6025\u53d8\u66f4\u8bb0\u5f55\uff0c\u770b\u662f\u5426\u572824\u5c0f\u65f6\u5185\u8865\u5145\u4e86\u8bc4\u5ba1\u8bb0\u5f55<\/td>\n<\/tr>\n
CMDB\u6570\u636e\u8fc7\u65f6<\/td>\n\u968f\u673a\u62bd\u67e53\u4e2a\u914d\u7f6e\u9879\uff0c\u4e0e\u5b9e\u9645\u60c5\u51b5\u6838\u5bf9<\/td>\n<\/tr>\n
\u53d1\u5e03\u65e0\u56de\u6eda\u65b9\u6848<\/td>\n\u67e5\u770b\u6700\u8fd13\u6b21\u53d1\u5e03\u7684\u53d1\u5e03\u8ba1\u5212\u6587\u6863<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
\n

\u26a0\ufe0f \u5ba1\u6838\u6280\u5de7<\/strong>
\n\u53d8\u66f4\u7ba1\u7406\u6700\u5bb9\u6613\u51fa\u95ee\u9898\u7684\u4e0d\u662f”\u6d41\u7a0b\u6709\u6ca1\u6709”\uff0c\u800c\u662f”\u7d27\u6025\u53d8\u66f4\u662f\u5426\u771f\u7d27\u6025”\u3002\u5ba1\u6838\u5458\u5e94\u8ffd\u95ee\uff1a\u8fd9\u6b21\u7d27\u6025\u53d8\u66f4\u7684\u4e8b\u7531\u662f\u4ec0\u4e48\uff1f\u5982\u679c\u7c7b\u4f3c\u60c5\u51b5\u6bcf\u6708\u90fd\u53d1\u751f\uff0c\u8bf4\u660e\u53d8\u66f4\u5206\u7c7b\u6709\u95ee\u9898\u3002<\/p>\n<\/blockquote>\n

\u4e09\u30018.2 \u670d\u52a1\u7ec4\u5408<\/h2>\n

\u670d\u52a1\u7ec4\u5408\u662f20000-1\u7684\u7279\u8272\u6982\u5ff5\uff0c\u5305\u62ec\u7ec4\u7ec7\u63d0\u4f9b\u7684\u6240\u6709\u670d\u52a1\uff08\u5728\u7528\u3001\u5728\u5f00\u53d1\u3001\u5df2\u9000\u5f79\uff09\u3002\u5ba1\u6838\u5458\u5e94\u68c0\u67e5\uff1a<\/p>\n

    \n
  • \u662f\u5426\u6709\u5b8c\u6574\u7684\u670d\u52a1\u76ee\u5f55\uff08Service Catalogue\uff09\uff1f<\/li>\n
  • \u670d\u52a1\u76ee\u5f55\u662f\u5426\u5bf9\u5ba2\u6237\u53ef\u89c1\uff08\u81f3\u5c11\u662f\u4e0e\u5ba2\u6237\u76f8\u5173\u7684\u90e8\u5206\uff09\uff1f<\/li>\n
  • \u670d\u52a1\u9000\u5f79\u662f\u5426\u6709\u6b63\u5f0f\u6d41\u7a0b\uff1f<\/li>\n<\/ul>\n

    \u5178\u578b\u95ee\u9898\uff1a<\/strong> \u7ec4\u7ec7\u670920\u4e2aIT\u670d\u52a1\uff0c\u4f46\u670d\u52a1\u76ee\u5f55\u53ea\u5217\u4e8612\u4e2a\u2014\u2014\u6f0f\u6389\u7684\u670d\u52a1\u5f80\u5f80\u662f” shadow IT”\uff08\u5f71\u5b50IT\uff09\uff0c\u5c5e\u4e8eSMS\u8986\u76d6\u8303\u56f4\u4e0d\u5b8c\u6574\u7684\u4e25\u91cd\u95ee\u9898\u3002<\/p>\n

    \u56db\u30018.3 \u5173\u7cfb\u4e0e\u534f\u8bae<\/h2>\n

    \u672c\u6761\u6b3e\u8986\u76d6\u5ba2\u6237\u5173\u7cfb\u7ba1\u7406\u3001\u4f9b\u5e94\u5546\u5173\u7cfb\u7ba1\u7406\uff0c\u4ee5\u53ca\u5bf9\u5e94\u7684\u534f\u8bae\u7ba1\u7406\uff08SLA\u3001OLA\u3001UC\uff09\u3002<\/p>\n

    \u5ba1\u6838\u65f6\u52a1\u5fc5\u68c0\u67e5\u7684\u4e09\u7c7b\u534f\u8bae\uff1a<\/strong><\/p>\n\n\n\n\n\n\n\n
    \u534f\u8bae\u7c7b\u578b<\/th>\n\u7b7e\u7f72\u65b9<\/th>\n\u5ba1\u6838\u8981\u70b9<\/th>\n<\/tr>\n<\/thead>\n
    SLA\uff08\u670d\u52a1\u7ea7\u522b\u534f\u8bae\uff09<\/td>\n\u670d\u52a1\u63d0\u4f9b\u65b9 \u2194 \u5ba2\u6237<\/td>\n\u6307\u6807\u662f\u5426\u53ef\u6d4b\u91cf\uff1f\u62a5\u544a\u9891\u7387\uff1f\u8fdd\u7ea6\u8d23\u4efb\uff1f<\/td>\n<\/tr>\n
    OLA\uff08\u8fd0\u8425\u7ea7\u522b\u534f\u8bae\uff09<\/td>\n\u5185\u90e8\u90e8\u95e8\u4e4b\u95f4<\/td>\n\u662f\u5426\u652f\u6491SLA\uff1f\u6307\u6807\u662f\u5426\u4e0eSLA\u5bf9\u9f50\uff1f<\/td>\n<\/tr>\n
    UC\uff08\u652f\u6491\u5408\u540c\uff09<\/td>\n\u670d\u52a1\u63d0\u4f9b\u65b9 \u2194 \u4f9b\u5e94\u5546<\/td>\n\u4f9b\u5e94\u5546SLA\u662f\u5426\u4e0d\u4f4e\u4e8e\u5bf9\u5ba2\u6237\u627f\u8bfa\uff1f<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

    \u5ba1\u6838\u63d0\u95ee\u793a\u4f8b\uff1a<\/strong>
    \n– “\u8bf7\u5c55\u793a\u4e00\u4efdSLA\uff0c\u5176\u4e2d\u7684\u53ef\u7528\u6027\u6307\u680799.9%\u662f\u5982\u4f55\u6d4b\u91cf\u548c\u62a5\u544a\u7684\uff1f”
    \n– “\u5982\u679c\u4f9b\u5e94\u5546\u6ca1\u6709\u8fbe\u5230UC\u4e2d\u7684SLA\uff0c\u4f60\u4eec\u7684\u8ffd\u8d23\u6d41\u7a0b\u662f\u4ec0\u4e48\uff1f”<\/p>\n

    \u4e94\u30018.4 \u4f9b\u7ed9\u4e0e\u9700\u6c42<\/h2>\n

    \u672c\u6761\u6b3e\u8986\u76d6\u670d\u52a1\u8bf7\u6c42\u7ba1\u7406\u548c\u4f9b\u65b9\u7ba1\u7406\uff08\u4f9b\u5e94\u5546\u7ba1\u7406\uff09\u3002<\/p>\n

    \u670d\u52a1\u8bf7\u6c42\u7ba1\u7406\u5ba1\u6838\u8981\u70b9\uff1a<\/strong>
    \n– \u670d\u52a1\u8bf7\u6c42\u662f\u5426\u6709\u7edf\u4e00\u5165\u53e3\uff08\u5982\u670d\u52a1\u53f0\uff09\uff1f
    \n– \u6807\u51c6\u670d\u52a1\u8bf7\u6c42\uff08\u5982\u8d26\u53f7\u5f00\u901a\uff09\u662f\u5426\u6709\u9884\u5b9a\u4e49\u7684\u5ba1\u6279\u6d41\u7a0b\u548cSLA\uff1f
    \n– \u670d\u52a1\u8bf7\u6c42\u5b8c\u6210\u60c5\u51b5\u662f\u5426\u8bb0\u5f55\u5e76\u53ef\u7528\u4e8e\u670d\u52a1\u6539\u8fdb\uff1f<\/p>\n

    \u4f9b\u65b9\u7ba1\u7406\u5ba1\u6838\u8981\u70b9\uff1a<\/strong>
    \n– \u5173\u952e\u4f9b\u5e94\u5546\uff08\u5f71\u54cd\u670d\u52a1\u4ea4\u4ed8\u7684\uff09\u662f\u5426\u90fd\u7b7e\u7f72\u4e86UC\uff1f
    \n– \u4f9b\u5e94\u5546\u7ee9\u6548\u662f\u5426\u5b9a\u671f\u8bc4\u4ef7\uff08\u81f3\u5c11\u6bcf\u5e74\u4e00\u6b21\uff09\uff1f
    \n– \u4f9b\u5e94\u5546\u9000\u51fa\u662f\u5426\u6709\u8fc7\u6e21\u8ba1\u5212\uff08Transition Plan\uff09\uff1f<\/p>\n

    \u516d\u30018.5 \u89e3\u51b3\u8fc7\u7a0b\uff08\u6838\u5fc3\uff09<\/h2>\n

    8.5\u5305\u542b\u4e8b\u4ef6\u7ba1\u7406<\/strong>\u548c\u670d\u52a1\u8bf7\u6c42\u7ba1\u7406<\/strong>\u4e24\u4e2a\u5b50\u8fc7\u7a0b\uff0c\u662f20000-1\u5ba1\u6838\u4e2d\u8bc1\u636e\u6700\u4e30\u5bcc\u7684\u9886\u57df\u3002<\/p>\n

    \u4e8b\u4ef6\u7ba1\u7406\u5ba1\u6838\u601d\u8def\uff1a<\/strong><\/p>\n\n\n\n\n\n\n\n\n\n
    \u5ba1\u6838\u6b65\u9aa4<\/th>\n\u5177\u4f53\u64cd\u4f5c<\/th>\n<\/tr>\n<\/thead>\n
    1. \u67e5\u4e8b\u4ef6\u5206\u7c7b<\/td>\n\u4e8b\u4ef6\u662f\u5426\u6309\u5f71\u54cd\u5ea6\u548c\u7d27\u6025\u5ea6\u5206\u7c7b\uff08P1-P4\uff09\uff1f<\/td>\n<\/tr>\n
    2. \u67e5\u54cd\u5e94\u65f6\u6548<\/td>\n\u62bd\u67e53\u4e2aP1\/P2\u4e8b\u4ef6\uff0c\u9a8c\u8bc1\u662f\u5426\u5728\u7ea6\u5b9a\u65f6\u95f4\u5185\u54cd\u5e94\uff1f<\/td>\n<\/tr>\n
    3. \u67e5\u5347\u7ea7\u673a\u5236<\/td>\n\u4e8b\u4ef6\u8d85\u65f6\u662f\u5426\u81ea\u52a8\u5347\u7ea7\uff1f\u5347\u7ea7\u8def\u5f84\u662f\u5426\u6e05\u6670\uff1f<\/td>\n<\/tr>\n
    4. \u67e5\u6839\u672c\u539f\u56e0\u5206\u6790<\/td>\n\u91cd\u5927\u4e8b\u4ef6\u662f\u5426\u8fdb\u884c\u4e86RCA\uff1f\u7ea0\u6b63\u63aa\u65bd\u662f\u5426\u843d\u5b9e\uff1f<\/td>\n<\/tr>\n
    5. \u67e5\u77e5\u8bc6\u5e93<\/td>\n\u91cd\u590d\u4e8b\u4ef6\u662f\u5426\u6709\u77e5\u8bc6\u5e93\u6587\u7ae0\u652f\u6491\u5feb\u901f\u89e3\u51b3\uff1f<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

    \u5e38\u89c1\u4e0d\u7b26\u5408\uff1a<\/strong> \u4e8b\u4ef6\u7ba1\u7406\u7cfb\u7edf\u4e2d\u6709\u5927\u91cf”\u672a\u5206\u7c7b”\u4e8b\u4ef6\uff1bP1\u4e8b\u4ef6\u54cd\u5e94\u65f6\u95f4\u8fdc\u8d85SLA\u7ea6\u5b9a\u4f46\u65e0\u5347\u7ea7\u8bb0\u5f55\uff1b\u91cd\u5927\u4e8b\u4ef6\u6ca1\u6709\u6839\u672c\u539f\u56e0\u5206\u6790\u8bb0\u5f55\u3002<\/p>\n

    \n

    \ud83d\udca1 \u5ba1\u6838\u5458\u63d0\u9192<\/strong>
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    \u4e03\u30018.6 \u670d\u52a1\u4fdd\u969c<\/h2>\n

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    \u5bb9\u91cf\u7ba1\u7406<\/td>\n\u786e\u4fdd\u670d\u52a1\u5bb9\u91cf\u6ee1\u8db3\u5f53\u524d\u548c\u672a\u6765\u9700\u6c42<\/td>\n27001\u65e0\u76f4\u63a5\u5bf9\u5e94\uff0c\u4f46\u6d89\u53ca\u8d44\u6e90\u7ba1\u7406<\/td>\n<\/tr>\n
    \u670d\u52a1\u8fde\u7eed\u6027<\/td>\n\u786e\u4fdd\u5728\u4e2d\u65ad\u540e\u6062\u590d\u670d\u52a1\uff08\u901a\u5e38\u4e0eBCP\u8054\u52a8\uff09<\/td>\n\u4e0e27001 A.5.30\uff08\u4e1a\u52a1\u8fde\u7eed\u6027\uff09\u5bf9\u5e94<\/td>\n<\/tr>\n
    \u4fe1\u606f\u5b89\u5168<\/td>\n\u786e\u4fdd\u670d\u52a1\u4ea4\u4ed8\u4e2d\u7684\u4fe1\u606f\u5b89\u5168\u98ce\u9669\u53d7\u63a7<\/td>\n\u4e0e27001\u9644\u5f55A\u9ad8\u5ea6\u91cd\u53e0\uff0c\u53ef\u6574\u5408\u5ba1\u6838<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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    \u516b\u30018.7 \u670d\u52a1\u4ea4\u4ed8<\/h2>\n

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    \u5ba1\u6838\u68c0\u67e5\u70b9\uff1a<\/strong>
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    \n– \u670d\u52a1\u7ea7\u522b\u672a\u8fbe\u6807\u65f6\uff0c\u662f\u5426\u6709\u6539\u8fdb\u884c\u52a8\u8ba1\u5212\uff1f<\/p>\n

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