{"id":82,"date":"2026-05-30T07:40:46","date_gmt":"2026-05-30T07:40:46","guid":{"rendered":"https:\/\/blog.joezhou.top\/iso-20000-1-it-quot-quot\/"},"modified":"2026-05-30T07:40:46","modified_gmt":"2026-05-30T07:40:46","slug":"iso-20000-1-it-quot-quot","status":"publish","type":"post","link":"https:\/\/www.joezhou.top\/?p=82","title":{"rendered":"ISO 20000-1 \u5b9e\u6218\u5165\u95e8\uff1aIT\u670d\u52a1\u7ba1\u7406\u4f53\u7cfb\u7684"\u56db\u6881\u516b\u67f1""},"content":{"rendered":"

ISO 20000-1 \u5b9e\u6218\u5165\u95e8\uff1aIT\u670d\u52a1\u7ba1\u7406\u4f53\u7cfb\u7684”\u56db\u6881\u516b\u67f1”<\/h1>\n

\u505a\u8fc7\u8fd0\u7ef4\u7684\u4eba\u90fd\u77e5\u9053\u4e00\u4e2a\u75db\u70b9\uff1a\u7cfb\u7edf\u4e0a\u7ebf\u5f52\u5f00\u53d1\u7ba1\uff0c\u51fa\u4e86\u6545\u969c\u5f52\u8fd0\u7ef4\u80cc\u9505\uff0c\u4e1a\u52a1\u65b9\u53ea\u4f1a\u95ee”\u4ec0\u4e48\u65f6\u5019\u6062\u590d”\u3002<\/strong> \u804c\u8d23\u4e0d\u6e05\u3001\u6d41\u7a0b\u65ad\u88c2\u3001\u6570\u636e\u7f3a\u5931\u2014\u2014\u8fd9\u4e0d\u662f\u6280\u672f\u95ee\u9898\uff0c\u662f\u7ba1\u7406\u95ee\u9898\u3002<\/p>\n

ISO 20000-1 \u5c31\u662f\u89e3\u51b3\u8fd9\u4e2a\u95ee\u9898\u7684\u56fd\u9645\u6807\u51c6\u3002\u5b83\u548c ISO 9001\uff08\u8d28\u91cf\u7ba1\u7406\uff09\u3001ISO 27001\uff08\u4fe1\u606f\u5b89\u5168\u7ba1\u7406\uff09\u540c\u5c5e\u7ba1\u7406\u4f53\u7cfb\u6807\u51c6\u65cf\uff0c\u4f46\u805a\u7126\u4e8e IT\u670d\u52a1\u7ba1\u7406\uff08ITSM\uff09<\/strong> \u9886\u57df\u3002\u672c\u6587\u4ece\u5b9e\u6218\u89d2\u5ea6\u62c6\u89e3\u5176\u6838\u5fc3\u6846\u67b6\uff0c\u5e2e\u4f60\u5feb\u901f\u5efa\u7acb\u8ba4\u77e5\u3002<\/p>\n

\n

\u4e00\u3001ISO 20000-1 \u662f\u4ec0\u4e48\uff1f<\/h2>\n\n\n\n\n\n\n\n\n
\u7ef4\u5ea6<\/th>\n\u5185\u5bb9<\/th>\n<\/tr>\n<\/thead>\n
\u5168\u79f0<\/strong><\/td>\nISO\/IEC 20000-1:2018 \u4fe1\u606f\u6280\u672f\u2014\u670d\u52a1\u7ba1\u7406<\/td>\n<\/tr>\n
\u5b9a\u4f4d<\/strong><\/td>\nIT\u670d\u52a1\u7ba1\u7406\u4f53\u7cfb\uff08SMS\uff09\u7684\u56fd\u9645\u6807\u51c6\uff0c\u53ef\u8ba4\u8bc1<\/td>\n<\/tr>\n
\u9002\u7528\u5bf9\u8c61<\/strong><\/td>\nIT\u670d\u52a1\u5546\u3001\u4f01\u4e1a\u5185\u90e8IT\u90e8\u95e8\u3001\u4e91\u670d\u52a1\u63d0\u4f9b\u5546<\/td>\n<\/tr>\n
\u4e0e ITIL \u7684\u5173\u7cfb<\/strong><\/td>\nITIL \u662f\u6700\u4f73\u5b9e\u8df5\u6846\u67b6\uff08\u65b9\u6cd5\u8bba\uff09\uff0cISO 20000-1 \u662f\u53ef\u8ba4\u8bc1\u7684\u6807\u51c6\uff08\u5408\u683c\u8bc4\u5b9a\uff09\u3002ITIL \u544a\u8bc9\u4f60”\u600e\u4e48\u505a\u66f4\u597d”\uff0cISO 20000-1 \u544a\u8bc9\u4f60”\u81f3\u5c11\u8981\u505a\u5230\u4ec0\u4e48”<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
\n

\u4e8c\u30012018\u7248\u6838\u5fc3\u67b6\u6784\uff1aPDCA + \u56db\u5927\u670d\u52a1\u7ba1\u7406\u7ec4<\/h2>\n

ISO 20000-1:2018 \u91c7\u7528\u4e86\u9ad8\u9636\u7ed3\u6784\uff08HLS\/Annex SL\uff09\uff0c\u4e0e\u5176\u4ed6\u7ba1\u7406\u4f53\u7cfb\u6807\u51c6\uff089001\u300127001\uff09\u4fdd\u6301\u4e00\u81f4\u3002\u6838\u5fc3\u5185\u5bb9\u5206\u5e03\u5728\u7b2c4-10\u7ae0\uff0c\u5176\u4e2d\u7b2c8\u7ae0”\u8fd0\u884c”<\/strong>\u662f\u7cbe\u534e\u6240\u5728\u3002<\/p>\n

\u7b2c8\u7ae0\u768413\u4e2a\u670d\u52a1\u7ba1\u7406\u8fc7\u7a0b<\/h3>\n

\u6807\u51c6\u5c06\u8fd9\u4e9b\u8fc7\u7a0b\u5f52\u4e3a\u56db\u7ec4\uff1a<\/p>\n

\u670d\u52a1\u4ea4\u4ed8\u7ec4\uff085\u4e2a\uff09         \u5173\u7cfb\u7ec4\uff083\u4e2a\uff09\n\u251c\u2500\u2500 \u670d\u52a1\u7ea7\u522b\u7ba1\u7406          \u251c\u2500\u2500 \u4e1a\u52a1\u5173\u7cfb\u7ba1\u7406\n\u251c\u2500\u2500 \u670d\u52a1\u62a5\u544a              \u251c\u2500\u2500 \u4f9b\u5e94\u5546\u7ba1\u7406\n\u251c\u2500\u2500 \u670d\u52a1\u8fde\u7eed\u6027\u4e0e\u53ef\u7528\u6027     \u2514\u2500\u2500 \u670d\u52a1\u76ee\u5f55\u7ba1\u7406\n\u251c\u2500\u2500 \u9884\u7b97\u4e0e\u8ba1\u8d39\n\u2514\u2500\u2500 \u5bb9\u91cf\u7ba1\u7406\n\n\u63a7\u5236\u7ec4\uff083\u4e2a\uff09             \u89e3\u51b3\u7ec4\uff082\u4e2a\uff09\n\u251c\u2500\u2500 \u53d8\u66f4\u7ba1\u7406              \u251c\u2500\u2500 \u4e8b\u4ef6\u7ba1\u7406\n\u251c\u2500\u2500 \u914d\u7f6e\u7ba1\u7406              \u2514\u2500\u2500 \u95ee\u9898\u7ba1\u7406\n\u2514\u2500\u2500 \u4fe1\u606f\u5b89\u5168\u7ba1\u7406\n<\/code><\/pre>\n
\u4e0b\u9762\u9010\u7ec4\u62c6\u89e3\u3002<\/p>\n
\n
\u4e09\u3001\u670d\u52a1\u4ea4\u4ed8\u7ec4\u2014\u2014IT\u670d\u52a1\u7684”\u57fa\u672c\u529f”<\/h2>\n
3.1 \u670d\u52a1\u7ea7\u522b\u7ba1\u7406\uff08SLM\uff09<\/h3>\n
\n
\u7528\u4e00\u53e5\u8bdd\u8bf4\uff1a\u4f60\u627f\u8bfa\u4e86\u4ec0\u4e48\uff0c\u5c31\u5f97\u91cf\u4ec0\u4e48\u3001\u7ba1\u4ec0\u4e48\u3002<\/p>\n<\/blockquote>\n
SLA\uff08\u670d\u52a1\u7ea7\u522b\u534f\u8bae\uff09<\/strong> \u662f\u670d\u52a1\u7ea7\u522b\u7ba1\u7406\u7684\u6838\u5fc3\u4ea7\u51fa\u7269\u3002\u4e00\u4efd\u5408\u683c\u7684 SLA \u5fc5\u987b\u5305\u542b\uff1a<\/p>\n\n\n\n\n\n\n\n\n\n\n\n
SLA \u8981\u7d20<\/th>\n\u793a\u4f8b<\/th>\n<\/tr>\n<\/thead>\n
\u670d\u52a1\u63cf\u8ff0<\/td>\n\u7535\u5b50\u90ae\u4ef6\u7cfb\u7edf\u53ef\u7528\u6027<\/td>\n<\/tr>\n
\u53ef\u7528\u6027\u6307\u6807<\/td>\n\u6708\u53ef\u7528\u7387 \u2265 99.9%<\/td>\n<\/tr>\n
\u54cd\u5e94\u65f6\u95f4<\/td>\nP1\u6545\u969c15\u5206\u949f\u5185\u54cd\u5e94<\/td>\n<\/tr>\n
\u89e3\u51b3\u65f6\u95f4<\/td>\nP1\u6545\u969c4\u5c0f\u65f6\u5185\u89e3\u51b3<\/td>\n<\/tr>\n
\u8ba1\u7b97\u65b9\u5f0f<\/td>\n\u53ef\u7528\u7387 = (\u603b\u65f6\u95f4-\u4e0d\u53ef\u7528\u65f6\u95f4)\/\u603b\u65f6\u95f4 \u00d7 100%<\/td>\n<\/tr>\n
\u9664\u5916\u6761\u6b3e<\/td>\n\u8ba1\u5212\u7ef4\u62a4\u7a97\u53e3\u4e0d\u8ba1\u5165\u4e0d\u53ef\u7528\u65f6\u95f4<\/td>\n<\/tr>\n
\u8fdd\u7ea6\u8d23\u4efb<\/td>\n\u53ef\u7528\u7387\u6bcf\u4f4e\u4e8e0.1%\uff0c\u6263\u51cf\u6708\u8d391%<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
\u5ba1\u6838\u9ad8\u9891\u95ee\u9898<\/strong>\uff1aSLA \u7b7e\u4e86\u4f46\u6ca1\u6709\u76d1\u63a7\u548c\u5ea6\u91cf\u624b\u6bb5<\/strong>\u3002\u6bd4\u5982\u7b7e\u4e86”\u54cd\u5e94\u65f6\u95f4\u22642\u79d2”\uff0c\u4f46\u6839\u672c\u6ca1\u6709 APM \u5de5\u5177\u91c7\u96c6\u54cd\u5e94\u65f6\u95f4\u6570\u636e\u2014\u2014\u8fd9\u79cd SLA \u7b7e\u4e86\u7b49\u4e8e\u6ca1\u7b7e\u3002<\/p>\n
3.2 \u670d\u52a1\u62a5\u544a<\/h3>\n
\n
\u6709\u4e86\u5ea6\u91cf\u5c31\u8981\u6c47\u62a5\uff0c\u670d\u52a1\u62a5\u544a\u662f IT \u4e0e\u4e1a\u52a1\u4e4b\u95f4\u7684”\u6c9f\u901a\u6865\u6881”\u3002<\/p>\n<\/blockquote>\n
\u670d\u52a1\u62a5\u544a\u5e94\u5305\u542b\uff1a<\/p>\n
    \n
  • \u7ee9\u6548\u6570\u636e<\/strong>\uff1aSLA \u8fbe\u6210\u7387\u3001\u4e8b\u4ef6\u7edf\u8ba1\u3001\u53d8\u66f4\u6210\u529f\u7387<\/li>\n
  • \u8d8b\u52bf\u5206\u6790<\/strong>\uff1a\u5bb9\u91cf\u8d8b\u52bf\u3001\u4e8b\u4ef6\u7c7b\u522b\u5206\u5e03\u53d8\u5316<\/li>\n
  • \u91cd\u5927\u4e8b\u4ef6\u56de\u987e<\/strong>\uff1a\u6839\u56e0\u5206\u6790\u6458\u8981\u3001\u6539\u8fdb\u63aa\u65bd<\/li>\n
  • \u8ba1\u5212\u4fe1\u606f<\/strong>\uff1a\u5373\u5c06\u5230\u6765\u7684\u53d8\u66f4\u3001\u7ef4\u62a4\u7a97\u53e3<\/li>\n<\/ul>\n
    \u5173\u952e\u8981\u6c42<\/strong>\uff1a\u62a5\u544a\u5fc5\u987b\u5b9a\u671f<\/strong>\uff08\u6708\/\u5b63\uff09\u4e14\u9001\u8fbe\u5229\u76ca\u76f8\u5173\u65b9<\/strong>\u3002\u505a\u4e86\u62a5\u544a\u4f46\u53ea\u653e\u5728\u8fd0\u7ef4\u5185\u90e8 Wiki \u4e0a\u4e0d\u7b97\u5408\u683c\u3002<\/p>\n
    3.3 \u670d\u52a1\u8fde\u7eed\u6027\u4e0e\u53ef\u7528\u6027\u7ba1\u7406<\/h3>\n
    \u8fd9\u4e24\u4e2a\u6982\u5ff5\u7ecf\u5e38\u88ab\u6df7\u4e3a\u4e00\u8c08\uff0c\u4f46\u6807\u51c6\u662f\u5206\u5f00\u7ba1\u7684\uff1a<\/p>\n\n\n\n\n\n\n\n\n
    \u7ef4\u5ea6<\/th>\n\u53ef\u7528\u6027\u7ba1\u7406<\/th>\n\u8fde\u7eed\u6027\u7ba1\u7406<\/th>\n<\/tr>\n<\/thead>\n
    \u5173\u6ce8<\/td>\n\u6b63\u5e38\u8fd0\u884c\u65f6\u95f4<\/td>\n\u707e\u96be\u540e\u7684\u6062\u590d<\/td>\n<\/tr>\n
    \u76ee\u6807<\/td>\n\u51cf\u5c11\u8ba1\u5212\u5916\u505c\u673a<\/td>\n\u786e\u4fdd\u6781\u7aef\u60c5\u51b5\u4e0b\u6838\u5fc3\u670d\u52a1\u4e0d\u4e2d\u65ad<\/td>\n<\/tr>\n
    \u6307\u6807<\/td>\n\u53ef\u7528\u7387 99.9%<\/td>\nRTO 4h \/ RPO 1h<\/td>\n<\/tr>\n
    \u624b\u6bb5<\/td>\n\u5197\u4f59\u3001\u8d1f\u8f7d\u5747\u8861\u3001\u5065\u5eb7\u68c0\u67e5<\/td>\n\u5bb9\u707e\u3001\u5907\u4efd\u3001\u6f14\u7ec3<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
    RTO\/RPO \u5fc5\u987b\u660e\u786e<\/strong>\uff1a<\/p>\n
      \n
    • RTO<\/strong>\uff08\u6062\u590d\u65f6\u95f4\u76ee\u6807\uff09\uff1a\u707e\u96be\u53d1\u751f\u540e\uff0c\u670d\u52a1\u5fc5\u987b\u5728\u591a\u957f\u65f6\u95f4\u5185\u6062\u590d<\/li>\n
    • RPO<\/strong>\uff08\u6062\u590d\u70b9\u76ee\u6807\uff09\uff1a\u53ef\u4ee5\u63a5\u53d7\u4e22\u5931\u591a\u957f\u65f6\u95f4\u7684\u6570\u636e<\/li>\n<\/ul>\n\n\n\n\n\n\n\n
      \u4e1a\u52a1\u573a\u666f<\/th>\n\u5178\u578b RTO<\/th>\n\u5178\u578b RPO<\/th>\n<\/tr>\n<\/thead>\n
      \u6838\u5fc3\u4ea4\u6613\u7cfb\u7edf<\/td>\n\u22641\u5c0f\u65f6<\/td>\n\u22645\u5206\u949f<\/td>\n<\/tr>\n
      OA\/\u90ae\u4ef6<\/td>\n\u22644\u5c0f\u65f6<\/td>\n\u22641\u5c0f\u65f6<\/td>\n<\/tr>\n
      \u5f00\u53d1\u6d4b\u8bd5\u73af\u5883<\/td>\n\u226424\u5c0f\u65f6<\/td>\n\u226424\u5c0f\u65f6<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
      \u5ba1\u6838\u5fc5\u67e5\u9879<\/strong>\uff1a\u6709\u6ca1\u6709\u505a\u707e\u5907\u6f14\u7ec3<\/strong>\uff1f\u5f88\u591a\u7ec4\u7ec7\u5907\u4efd\u505a\u4e86\u3001\u5bb9\u707e\u67b6\u6784\u4e5f\u642d\u4e86\uff0c\u4f46\u4ece\u672a\u505a\u8fc7\u771f\u5b9e\u6f14\u7ec3\u3002\u7eb8\u9762\u4e0a\u7684 RTO \u662f4\u5c0f\u65f6\uff0c\u5b9e\u9645\u6062\u590d\u53ef\u80fd\u9700\u8981\u4e24\u5929\u2014\u2014\u8fd9\u79cd\u5dee\u8ddd\u53ea\u6709\u6f14\u7ec3\u624d\u80fd\u66b4\u9732\u3002<\/p>\n
      3.4 \u9884\u7b97\u4e0e\u8ba1\u8d39<\/h3>\n
      \n
      IT\u4e0d\u662f\u514d\u8d39\u5348\u9910\uff0c\u82b1\u94b1\u8981\u6709\u8d26\u3002<\/p>\n<\/blockquote>\n
        \n
      • \u9884\u7b97<\/strong>\uff1aIT\u670d\u52a1\u5e74\u5ea6\u9884\u7b97\u7684\u7f16\u5236\u3001\u5ba1\u6279\u3001\u6267\u884c\u3001\u504f\u5dee\u5206\u6790<\/li>\n
      • \u8ba1\u8d39<\/strong>\uff1a\u5185\u90e8\u7ed3\u7b97\uff08Chargeback\uff09\u6216\u5916\u90e8\u6536\u8d39\u7684\u6a21\u5f0f<\/li>\n<\/ul>\n
        \u5c0f\u578b\u7ec4\u7ec7\u53ef\u4ee5\u7b80\u5316\uff0c\u4f46\u4e0d\u80fd\u5b8c\u5168\u6ca1\u6709\u2014\u2014\u81f3\u5c11\u8981\u77e5\u9053IT\u7684\u94b1\u82b1\u5728\u4e86\u54ea\u91cc<\/strong>\u3002<\/p>\n
        3.5 \u5bb9\u91cf\u7ba1\u7406<\/h3>\n
        \n
        \u522b\u7b49\u5230\u7cfb\u7edf\u6491\u4e0d\u4f4f\u624d\u52a0\u8d44\u6e90\uff0c\u8981\u63d0\u524d\u89c4\u5212\u3002<\/p>\n<\/blockquote>\n
        \u5bb9\u91cf\u7ba1\u7406\u4e09\u5c42\u6a21\u578b\uff1a<\/p>\n
        \u4e1a\u52a1\u5bb9\u91cf \u2192 \u670d\u52a1\u5bb9\u91cf \u2192 \u8d44\u6e90\u5bb9\u91cf\n\uff08\u9700\u6c42\u9884\u6d4b\uff09  \uff08\u670d\u52a1\u6027\u80fd\uff09  \uff08\u57fa\u7840\u8bbe\u65bd\uff09\n<\/code><\/pre>\n
        \u5b9e\u64cd\u8981\u70b9\uff1a<\/p>\n\n\n\n\n\n\n\n\n
        \u6d3b\u52a8<\/th>\n\u9891\u6b21<\/th>\n\u5de5\u5177<\/th>\n<\/tr>\n<\/thead>\n
        \u8d44\u6e90\u5229\u7528\u7387\u76d1\u63a7<\/td>\n\u5b9e\u65f6<\/td>\nPrometheus\/Zabbix<\/td>\n<\/tr>\n
        \u6027\u80fd\u8d8b\u52bf\u5206\u6790<\/td>\n\u5468\u62a5<\/td>\nGrafana \u770b\u677f<\/td>\n<\/tr>\n
        \u5bb9\u91cf\u9884\u6d4b<\/td>\n\u5b63\u5ea6<\/td>\n\u5386\u53f2\u6570\u636e+\u589e\u957f\u7387<\/td>\n<\/tr>\n
        \u6269\u5bb9\u8bc4\u5ba1<\/td>\n\u6309\u9700<\/td>\n\u53d8\u66f4\u7ba1\u7406\u6d41\u7a0b<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
        \n
        \u56db\u3001\u5173\u7cfb\u7ec4\u2014\u2014\u7ba1\u597d”\u4e24\u5934”<\/h2>\n
        4.1 \u4e1a\u52a1\u5173\u7cfb\u7ba1\u7406<\/h3>\n
        \n
        \u4e1a\u52a1\u662f\u5ba2\u6237\uff0cIT\u662f\u670d\u52a1\u65b9\u2014\u2014\u8fd9\u4e2a\u5173\u7cfb\u8981\u6b63\u5f0f\u7ba1\u7406\u3002<\/p>\n<\/blockquote>\n
        \u6838\u5fc3\u6d3b\u52a8\uff1a
        \n– \u5ba2\u6237\u6ee1\u610f\u5ea6\u8c03\u67e5<\/strong>\uff1a\u81f3\u5c11\u6bcf\u5e74\u4e00\u6b21
        \n– \u670d\u52a1\u8bc4\u5ba1\u4f1a\u8bae<\/strong>\uff1a\u5b9a\u671f\u4e0e\u4e1a\u52a1\u65b9\u5bf9\u9f50
        \n– \u6295\u8bc9\u7ba1\u7406<\/strong>\uff1a\u6295\u8bc9\u6e20\u9053\u3001\u5904\u7406\u65f6\u9650\u3001\u95ed\u73af\u786e\u8ba4<\/p>\n
        4.2 \u4f9b\u5e94\u5546\u7ba1\u7406<\/h3>\n
        \n
        \u4f60\u4e0d\u80fd\u6bd4\u4f60\u7684\u4f9b\u5e94\u5546\u66f4\u53ef\u9760\u3002<\/p>\n<\/blockquote>\n
        \u4f9b\u5e94\u5546\u7ba1\u7406\u7684\u5173\u952e\u63a7\u5236\u70b9\uff1a<\/p>\n\n\n\n\n\n\n\n\n
        \u9636\u6bb5<\/th>\n\u63a7\u5236\u70b9<\/th>\n<\/tr>\n<\/thead>\n
        \u9009\u62e9<\/strong><\/td>\n\u8bc4\u4f30\u6807\u51c6\u3001\u5c3d\u804c\u8c03\u67e5\u3001\u8bd5\u70b9\u9a8c\u8bc1<\/td>\n<\/tr>\n
        \u5408\u540c<\/strong><\/td>\nSLA \u6761\u6b3e\u3001\u9000\u51fa\u6761\u6b3e\u3001\u6570\u636e\u6240\u6709\u6743<\/td>\n<\/tr>\n
        \u7ee9\u6548<\/strong><\/td>\n\u5b9a\u671f\u8bc4\u5206\u3001SLA \u8fbe\u6210\u7387\u3001\u5b89\u5168\u4e8b\u4ef6<\/td>\n<\/tr>\n
        \u7eed\u7ea6\/\u9000\u51fa<\/strong><\/td>\n\u7ee9\u6548\u8bc4\u5ba1\u3001\u77e5\u8bc6\u8f6c\u79fb\u3001\u6570\u636e\u8fc1\u79fb<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
        \u7279\u522b\u63d0\u9192<\/strong>\uff1a\u5bf9\u4e8e\u4e91\u670d\u52a1\u5546\uff0c\u9700\u5173\u6ce8\u6570\u636e\u9501\u5b9a\u98ce\u9669<\/strong>\u548c\u6570\u636e\u51fa\u5883\u5408\u89c4<\/strong>\u3002<\/p>\n
        4.3 \u670d\u52a1\u76ee\u5f55\u7ba1\u7406<\/h3>\n
        \n
        \u4e1a\u52a1\u65b9\u9700\u8981\u77e5\u9053”IT\u80fd\u63d0\u4f9b\u4ec0\u4e48”\uff0c\u800c\u4e0d\u662f”IT\u6709\u4ec0\u4e48\u6280\u672f”\u3002<\/p>\n<\/blockquote>\n
        \u670d\u52a1\u76ee\u5f55 vs \u6280\u672f\u6e05\u5355\uff1a<\/p>\n\n\n\n\n\n\n\n
        \u7ef4\u5ea6<\/th>\n\u670d\u52a1\u76ee\u5f55<\/th>\n\u6280\u672f\u6e05\u5355<\/th>\n<\/tr>\n<\/thead>\n
        \u53d7\u4f17<\/td>\n\u4e1a\u52a1\u65b9<\/td>\nIT\u5185\u90e8<\/td>\n<\/tr>\n
        \u8bed\u8a00<\/td>\n\u4e1a\u52a1\u8bed\u8a00<\/td>\n\u6280\u672f\u8bed\u8a00<\/td>\n<\/tr>\n
        \u793a\u4f8b<\/td>\n“\u4f01\u4e1a\u90ae\u7bb1\u670d\u52a1\uff0c5GB\/\u8d26\u6237\uff0c99.9%\u53ef\u7528”<\/td>\n“Exchange Server 2019, 3\u8282\u70b9DAG”<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
        \n
        \u4e94\u3001\u63a7\u5236\u7ec4\u2014\u2014\u5b88\u4f4f\u53d8\u66f4\u548c\u914d\u7f6e<\/h2>\n
        5.1 \u53d8\u66f4\u7ba1\u7406<\/h3>\n
        \n
        \u672a\u7ecf\u8bc4\u4f30\u7684\u53d8\u66f4\u662f\u751f\u4ea7\u4e8b\u6545\u7684\u7b2c\u4e00\u5927\u6765\u6e90\u3002<\/strong> \u8fd9\u4e00\u6761\u5728\u6240\u6709\u5ba1\u6838\u4e2d\u90fd\u88ab\u91cd\u70b9\u68c0\u67e5\u3002<\/p>\n<\/blockquote>\n
        \u53d8\u66f4\u5206\u7c7b\u548c\u5ba1\u6279\u77e9\u9635\uff1a<\/p>\n\n\n\n\n\n\n\n
        \u53d8\u66f4\u7c7b\u578b<\/th>\n\u98ce\u9669\u7b49\u7ea7<\/th>\n\u5ba1\u6279\u8981\u6c42<\/th>\n\u793a\u4f8b<\/th>\n<\/tr>\n<\/thead>\n
        \u6807\u51c6\u53d8\u66f4<\/td>\n\u4f4e<\/td>\n\u9884\u6388\u6743\uff0c\u65e0\u9700\u9010\u6b21\u5ba1\u6279<\/td>\n\u5bc6\u7801\u8f6e\u6362\u3001\u8bc1\u4e66\u7eed\u671f<\/td>\n<\/tr>\n
        \u6b63\u5e38\u53d8\u66f4<\/td>\n\u4e2d<\/td>\nCAB\uff08\u53d8\u66f4\u987e\u95ee\u59d4\u5458\u4f1a\uff09\u5ba1\u6279<\/td>\n\u7248\u672c\u5347\u7ea7\u3001\u67b6\u6784\u8c03\u6574<\/td>\n<\/tr>\n
        \u7d27\u6025\u53d8\u66f4<\/td>\n\u9ad8<\/td>\nECAB\u7d27\u6025\u5ba1\u6279\uff0c\u4e8b\u540e\u8865\u8bb0\u5f55<\/td>\n\u751f\u4ea7\u6545\u969c\u4fee\u590d<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
        \u5ba1\u6838\u5fc5\u67e5<\/strong>\uff1a\u7d27\u6025\u53d8\u66f4\u7684\u6bd4\u4f8b\u3002\u5982\u679c\u7d27\u6025\u53d8\u66f4\u5360\u603b\u53d8\u66f4\u7684 30% \u4ee5\u4e0a\uff0c\u8bf4\u660e\u6b63\u5e38\u53d8\u66f4\u6d41\u7a0b\u592a\u6162\u6216\u53d8\u66f4\u7a97\u53e3\u8bbe\u7f6e\u4e0d\u5408\u7406\u3002<\/p>\n
        5.2 \u914d\u7f6e\u7ba1\u7406<\/h3>\n
        \n
        \u914d\u7f6e\u7ba1\u7406\u662f\u6240\u6709\u5176\u4ed6\u8fc7\u7a0b\u7684”\u6570\u636e\u5e95\u5ea7”\u2014\u2014\u4e0d\u77e5\u9053\u6709\u4ec0\u4e48\uff0c\u5c31\u7ba1\u4e0d\u597d\u4ec0\u4e48\u3002<\/p>\n<\/blockquote>\n
        \u6838\u5fc3\u6982\u5ff5\uff1a<\/p>\n
          \n
        • \u914d\u7f6e\u9879\uff08CI\uff09<\/strong>\uff1a\u9700\u8981\u7ba1\u7406\u5176\u914d\u7f6e\u7684\u4efb\u4f55\u8d44\u4ea7\u6216\u7ec4\u4ef6<\/li>\n
        • \u914d\u7f6e\u7ba1\u7406\u6570\u636e\u5e93\uff08CMDB\uff09<\/strong>\uff1aCI \u53ca\u5176\u5173\u7cfb\u7684\u96c6\u4e2d\u5b58\u50a8<\/li>\n
        • \u57fa\u7ebf<\/strong>\uff1a\u7ecf\u6279\u51c6\u7684\u914d\u7f6e\u5feb\u7167<\/li>\n<\/ul>\n
          CMDB \u51c6\u786e\u7387<\/strong>\u662f\u6700\u5173\u952e\u7684\u6307\u6807\u3002\u884c\u4e1a\u7ecf\u9a8c\u503c\uff1aCMDB \u51c6\u786e\u7387\u4f4e\u4e8e 85% \u57fa\u672c\u4e0d\u53ef\u7528<\/strong>\u3002<\/p>\n
          \u63d0\u9ad8\u51c6\u786e\u7387\u7684\u65b9\u6cd5\uff1a<\/p>\n
            \n
          1. \u81ea\u52a8\u53d1\u73b0<\/strong>\uff1a\u7528 Discovery \u5de5\u5177\uff08ServiceNow CMDB\u3001Device42\uff09\u81ea\u52a8\u91c7\u96c6<\/li>\n
          2. \u6d41\u7a0b\u5361\u70b9<\/strong>\uff1a\u53d8\u66f4\u5fc5\u987b\u5173\u8054 CI\uff0c\u65b0\u4e0a\u7ebf\u8d44\u6e90\u5fc5\u987b\u5165\u5e93<\/li>\n
          3. \u5b9a\u671f\u5ba1\u8ba1<\/strong>\uff1a\u62bd\u67e5 CI \u4e0e\u5b9e\u9645\u7684\u4e00\u81f4\u6027<\/li>\n
          4. \u6cbb\u7406\u673a\u5236<\/strong>\uff1a\u6307\u5b9a CI \u7684\u6570\u636e Owner<\/li>\n<\/ol>\n
            5.3 \u4fe1\u606f\u5b89\u5168\u7ba1\u7406<\/h3>\n
            \n
            ISO 20000-1 \u7b2c8\u7ae0\u4e5f\u5305\u542b\u4e86\u4fe1\u606f\u5b89\u5168\u8981\u6c42\uff0c\u4f46\u4e0d\u66ff\u4ee3 ISO 27001 \u8ba4\u8bc1<\/strong>\u3002<\/p>\n<\/blockquote>\n
            \u4e24\u8005\u7684\u5173\u7cfb\uff1a<\/p>\n\n\n\n\n\n\n\n
            \u7ef4\u5ea6<\/th>\nISO 20000-1<\/th>\nISO 27001<\/th>\n<\/tr>\n<\/thead>\n
            \u8303\u56f4<\/td>\nIT\u670d\u52a1\u4ea4\u4ed8\u4e2d\u7684\u5b89\u5168<\/td>\n\u5168\u7ec4\u7ec7\u7684\u4fe1\u606f\u5b89\u5168<\/td>\n<\/tr>\n
            \u6df1\u5ea6<\/td>\n\u57fa\u672c\u8981\u6c42<\/td>\n\u6df1\u5ea6\u63a7\u5236\u63aa\u65bd<\/td>\n<\/tr>\n
            \u5efa\u8bae<\/td>\n\u6ee1\u8db3 20000-1 \u7684\u5b89\u5168\u6761\u6b3e + \u8003\u8651 27001 \u6574\u5408\u8ba4\u8bc1<\/td>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
            \n
            \u516d\u3001\u89e3\u51b3\u7ec4\u2014\u2014\u51fa\u4e8b\u4e86\u600e\u4e48\u529e<\/h2>\n
            6.1 \u4e8b\u4ef6\u7ba1\u7406<\/h3>\n
            \n
            \u6838\u5fc3\u76ee\u6807\uff1a\u5c3d\u5feb\u6062\u590d\u6b63\u5e38\u670d\u52a1<\/strong>\uff0c\u4e0d\u662f\u627e\u6839\u56e0\u3002<\/p>\n<\/blockquote>\n
            \u4e8b\u4ef6\u5206\u7ea7\uff08\u793a\u4f8b\uff09\uff1a<\/p>\n\n\n\n\n\n\n\n\n
            \u7ea7\u522b<\/th>\n\u5b9a\u4e49<\/th>\n\u54cd\u5e94<\/th>\n\u89e3\u51b3<\/th>\n<\/tr>\n<\/thead>\n
            P1<\/td>\n\u6838\u5fc3\u4e1a\u52a1\u5b8c\u5168\u4e2d\u65ad<\/td>\n15\u5206\u949f<\/td>\n4\u5c0f\u65f6<\/td>\n<\/tr>\n
            P2<\/td>\n\u6838\u5fc3\u4e1a\u52a1\u4e25\u91cd\u964d\u7ea7<\/td>\n30\u5206\u949f<\/td>\n8\u5c0f\u65f6<\/td>\n<\/tr>\n
            P3<\/td>\n\u975e\u6838\u5fc3\u4e1a\u52a1\u53d7\u5f71\u54cd<\/td>\n2\u5c0f\u65f6<\/td>\n24\u5c0f\u65f6<\/td>\n<\/tr>\n
            P4<\/td>\n\u8f7b\u5fae\u5f71\u54cd\/\u54a8\u8be2<\/td>\n8\u5c0f\u65f6<\/td>\n72\u5c0f\u65f6<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
            6.2 \u95ee\u9898\u7ba1\u7406<\/h3>\n
            \n
            \u4e8b\u4ef6\u7ba1\u7406\u662f”\u706d\u706b”\uff0c\u95ee\u9898\u7ba1\u7406\u662f”\u67e5\u706b\u6e90”\u3002<\/p>\n<\/blockquote>\n
            \u95ee\u9898\u7ba1\u7406\u4e0e\u4e8b\u4ef6\u7ba1\u7406\u7684\u533a\u522b\uff1a<\/p>\n\n\n\n\n\n\n\n
            \u7ef4\u5ea6<\/th>\n\u4e8b\u4ef6\u7ba1\u7406<\/th>\n\u95ee\u9898\u7ba1\u7406<\/th>\n<\/tr>\n<\/thead>\n
            \u76ee\u6807<\/td>\n\u5feb\u901f\u6062\u590d<\/td>\n\u6d88\u9664\u6839\u56e0<\/td>\n<\/tr>\n
            \u8282\u594f<\/td>\n\u7d27\u6025<\/td>\n\u4ece\u5bb9<\/td>\n<\/tr>\n
            \u4ea7\u51fa<\/td>\n\u4e8b\u4ef6\u8bb0\u5f55\u3001\u6062\u590d\u786e\u8ba4<\/td>\n\u5df2\u77e5\u9519\u8bef\u8bb0\u5f55\u3001\u53d8\u66f4\u8bf7\u6c42<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
            \u5173\u952e\u6307\u6807<\/strong>\uff1a\u91cd\u590d\u4e8b\u4ef6\u7387<\/strong>\u3002\u5982\u679c\u540c\u7c7b\u4e8b\u4ef6\u53cd\u590d\u51fa\u73b0\uff0c\u8bf4\u660e\u95ee\u9898\u7ba1\u7406\u6ca1\u6709\u53d1\u6325\u4ef7\u503c\u2014\u2014\u6839\u56e0\u6ca1\u6709\u6d88\u9664\u3002<\/p>\n
            \n
            \u4e03\u3001ISO 20000-1 \u4e0e ISO 9001 \/ 27001 \u7684\u6574\u5408<\/h2>\n
            \u4e09\u5927\u4f53\u7cfb\u6709\u5f88\u591a\u91cd\u53e0\uff0c\u6574\u5408\u8ba4\u8bc1\u662f\u8d8b\u52bf\uff1a<\/p>\n\n\n\n\n\n\n\n\n\n\n\n
            \u91cd\u53e0\u9886\u57df<\/th>\n9001<\/th>\n27001<\/th>\n20000-1<\/th>\n<\/tr>\n<\/thead>\n
            \u6587\u4ef6\u7ba1\u7406<\/td>\n7.5<\/td>\n7.5<\/td>\n7.5<\/td>\n<\/tr>\n
            \u5185\u90e8\u5ba1\u6838<\/td>\n9.2<\/td>\n9.2<\/td>\n9.2<\/td>\n<\/tr>\n
            \u7ba1\u7406\u8bc4\u5ba1<\/td>\n9.3<\/td>\n9.3<\/td>\n9.3<\/td>\n<\/tr>\n
            \u4e0d\u7b26\u5408\u4e0e\u7ea0\u6b63<\/td>\n10.2<\/td>\n10.2<\/td>\n10.2<\/td>\n<\/tr>\n
            \u53d8\u66f4\u7ba1\u7406<\/td>\n8.5.1<\/td>\n8.32<\/td>\n8.5.2<\/td>\n<\/tr>\n
            \u4f9b\u5e94\u5546\u7ba1\u7406<\/td>\n8.4<\/td>\n5.19-5.22<\/td>\n8.2.2<\/td>\n<\/tr>\n
            \u4fe1\u606f\u5b89\u5168<\/td>\n\u2014<\/td>\n\u5168\u90e8<\/td>\n8.5.3<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
            \u6574\u5408\u5efa\u8bae<\/strong>\uff1a\u5171\u7528\u4e00\u5957\u6587\u4ef6\u67b6\u6784\uff08\u624b\u518c\u2192\u7a0b\u5e8f\u2192\u4f5c\u4e1a\u6307\u5bfc\u4e66\u2192\u8bb0\u5f55\uff09\uff0c\u5171\u7528\u5185\u5ba1\u548c\u7ba1\u7406\u8bc4\u5ba1\u6d41\u7a0b\uff0c\u4ec5\u5728\u4e13\u4e1a\u9886\u57df\u5404\u505a\u5404\u7684\u3002<\/p>\n
            \n
            \u516b\u3001\u5ba1\u6838\u5458\u89c6\u89d2\uff1a20000-1 \u5ba1\u6838\u7684\u4e94\u4e2a\u5fc5\u67e5\u70b9<\/h2>\n\n\n\n\n\n\n\n\n\n
            \u5fc5\u67e5\u70b9<\/th>\n\u5ba1\u6838\u65b9\u6cd5<\/th>\n\u5e38\u89c1\u4e0d\u5408\u683c<\/th>\n<\/tr>\n<\/thead>\n
            SLA \u662f\u5426\u6709\u5ea6\u91cf<\/strong><\/td>\n\u62bd\u67e53\u4e2aSLA\u6307\u6807\uff0c\u7d22\u8981\u76d1\u63a7\u6570\u636e\u548c\u62a5\u544a<\/td>\n\u7b7e\u4e86\u4f46\u6ca1\u91cf<\/td>\n<\/tr>\n
            CMDB \u51c6\u786e\u7387<\/strong><\/td>\n\u62bd\u67e510\u4e2aCI\uff0c\u73b0\u573a\u6838\u5b9e<\/td>\n\u51c6\u786e\u7387\u4f4e\u4e8e85%<\/td>\n<\/tr>\n
            \u53d8\u66f4\u5ba1\u6279\u8bb0\u5f55<\/strong><\/td>\n\u62bd\u67e55\u4e2a\u53d8\u66f4\uff0c\u770b\u5ba1\u6279\u94fe<\/td>\n\u7d27\u6025\u53d8\u66f4\u6bd4\u4f8b\u8fc7\u9ad8\u3001\u4e8b\u540e\u672a\u8865\u5ba1<\/td>\n<\/tr>\n
            \u707e\u5907\u6f14\u7ec3<\/strong><\/td>\n\u7d22\u8981\u6700\u8fd1\u4e00\u6b21\u6f14\u7ec3\u62a5\u544a<\/td>\n\u4ece\u672a\u6f14\u7ec3\uff0c\u6216\u6f14\u7ec3\u65e0\u8bb0\u5f55<\/td>\n<\/tr>\n
            \u95ee\u9898\u95ed\u73af<\/strong><\/td>\n\u62bd\u67e53\u4e2a\u95ee\u9898\uff0c\u770b\u662f\u5426\u4ea7\u751f\u4e86\u53d8\u66f4<\/td>\n\u4e8b\u4ef6\u5173\u95ed\u4f46\u95ee\u9898\u672a\u5206\u6790\u6839\u56e0<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
            \n
            \u603b\u7ed3<\/h2>\n
            ISO 20000-1 \u7684\u6838\u5fc3\u903b\u8f91\u53ef\u4ee5\u7528\u4e00\u53e5\u8bdd\u6982\u62ec\uff1a<\/p>\n
            \n
            \u627f\u8bfa\u53ef\u91cf\u5316\u7684\u670d\u52a1\uff08SLM\uff09\uff0c\u7ba1\u597d\u53d8\u66f4\u548c\u914d\u7f6e\uff08\u63a7\u5236\u7ec4\uff09\uff0c\u51fa\u4e86\u4e8b\u80fd\u5feb\u901f\u6062\u590d\uff08\u89e3\u51b3\u7ec4\uff09\uff0c\u707e\u96be\u6765\u4e86\u80fd\u515c\u5e95\uff08\u8fde\u7eed\u6027\uff09\u3002<\/strong><\/p>\n<\/blockquote>\n
            \u5b83\u4e0d\u662f\u8ba9\u4f60\u4ece\u96f6\u642d\u5efa\u4e00\u5957\u5e9e\u5927\u4f53\u7cfb\uff0c\u800c\u662f\u628a\u4f60\u65e5\u5e38\u8fd0\u7ef4\u4e2d”\u5df2\u7ecf\u5728\u505a\u7684\u4e8b”\u6807\u51c6\u5316\u3001\u53ef\u5ea6\u91cf\u3001\u53ef\u8ffd\u6eaf\u3002\u4ece\u6700\u7b80\u5355\u7684 SLA + \u53d8\u66f4\u6d41\u7a0b + CMDB \u5f00\u59cb\uff0c\u5c31\u80fd\u8986\u76d6 60% \u4ee5\u4e0a\u7684\u6838\u5fc3\u8981\u6c42\u3002<\/p>\n
            \n
            \u53c2\u8003\u8d44\u6e90<\/h2>\n
              \n
            • ISO\/IEC 20000-1:2018 \u539f\u6587<\/li>\n
            • ISO\/IEC 20000-2:2019 \u5b9e\u65bd\u6307\u5357<\/li>\n
            • ITIL 4 Foundation: https:\/\/www Axelos.com\/best-practice-solutions\/itil<\/li>\n
            • ITIL\u4e0eISO 20000\u6620\u5c04: https:\/\/www.bsi-group.com\/<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"
              ISO 20000-1 \u5b9e\u6218\u5165\u95e8\uff1aIT\u670d\u52a1\u7ba1\u7406\u4f53\u7cfb\u7684”\u56db\u6881\u516b\u67f1” \u505a\u8fc7\u8fd0\u7ef4\u7684\u4eba\u90fd\u77e5\u9053\u4e00 […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[51,53,52,54,55],"class_list":["post-82","post","type-post","status-publish","format-standard","hentry","category-iso","tag-iso20000","tag-itsm","tag-it","tag-sla","tag-55"],"_links":{"self":[{"href":"https:\/\/www.joezhou.top\/index.php?rest_route=\/wp\/v2\/posts\/82","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.joezhou.top\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.joezhou.top\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.joezhou.top\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.joezhou.top\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=82"}],"version-history":[{"count":0,"href":"https:\/\/www.joezhou.top\/index.php?rest_route=\/wp\/v2\/posts\/82\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.joezhou.top\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=82"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.joezhou.top\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=82"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.joezhou.top\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=82"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}