{"id":96,"date":"2026-06-02T02:52:56","date_gmt":"2026-06-02T02:52:56","guid":{"rendered":"https:\/\/blog.joezhou.top\/iso-20000-1-2018-6-7\/"},"modified":"2026-06-02T02:52:56","modified_gmt":"2026-06-02T02:52:56","slug":"iso-20000-1-2018-6-7","status":"publish","type":"post","link":"https:\/\/www.joezhou.top\/?p=96","title":{"rendered":"ISO 20000-1:2018 \u7b2c6-7\u7ae0\u2014\u2014\u7b56\u5212\u4e0e\u652f\u6301\u5ba1\u6838\u8981\u70b9"},"content":{"rendered":"

\u5f15\u8a00<\/h2>\n

ISO\/IEC 20000-1:2018 \u7b2c6\u7ae0\uff08\u7b56\u5212\uff09\u548c\u7b2c7\u7ae0\uff08\u652f\u6301\uff09\u662f\u670d\u52a1\u7ba1\u7406\u4f53\u7cfb\uff08SMS\uff09\u6709\u6548\u8fd0\u884c\u7684\u57fa\u7840\u4fdd\u969c\u3002\u7b2c6\u7ae0\u805a\u7126\u4e8e”\u505a\u6b63\u786e\u7684\u4e8b”\u2014\u2014\u5982\u4f55\u5e94\u5bf9\u98ce\u9669\u4e0e\u673a\u9047\u3001\u5982\u4f55\u7b56\u5212\u670d\u52a1\u7ba1\u7406\u4f53\u7cfb\uff1b\u7b2c7\u7ae0\u805a\u7126\u4e8e”\u6709\u80fd\u529b\u628a\u4e8b\u505a\u5bf9”\u2014\u2014\u8d44\u6e90\u3001\u80fd\u529b\u3001\u610f\u8bc6\u3001\u6c9f\u901a\u548c\u6210\u6587\u4fe1\u606f\u662f\u5426\u5230\u4f4d\u3002\u672c\u7ae0\u5c06\u4ece\u7b2c\u4e09\u65b9\u5ba1\u6838\u5458\u89c6\u89d2\uff0c\u7cfb\u7edf\u89e3\u6790\u8fd9\u4e24\u7ae0\u7684\u5ba1\u6838\u601d\u8def\u4e0e\u53d6\u8bc1\u65b9\u6cd5\u3002<\/p>\n

\u4e00\u3001\u7b2c6\u7ae0 \u7b56\u5212<\/h2>\n

6.1 \u5e94\u5bf9\u98ce\u9669\u548c\u673a\u9047\u7684\u63aa\u65bd<\/h3>\n

20000-1:2018\u660e\u786e\u8981\u6c42\u7ec4\u7ec7\u5fc5\u987b\u8bc6\u522b\u4e0e\u670d\u52a1\u7ba1\u7406\u4f53\u7cfb\u76f8\u5173\u7684\u98ce\u9669\u548c\u673a\u9047\uff0c\u5e76\u7b56\u5212\u5e94\u5bf9\u63aa\u65bd\u3002\u8fd9\u91cc\u7684”\u98ce\u9669”\u4e0d\u4ec5\u6307\u6280\u672f\u98ce\u9669\uff0c\u8fd8\u5305\u62ec\u670d\u52a1\u4e2d\u65ad\u98ce\u9669\u3001\u4f9b\u5e94\u5546\u4f9d\u8d56\u98ce\u9669\u3001\u5408\u89c4\u98ce\u9669\u7b49\u3002<\/p>\n

\u5ba1\u6838\u5458\u6838\u5fc3\u63d0\u95ee\uff1a<\/strong>
\n– “\u8bf7\u4ecb\u7ecd\u4e00\u4e0b\u4f60\u4eec\u7684\u670d\u52a1\u98ce\u9669\u8bc6\u522b\u8fc7\u7a0b\uff0c\u6700\u8fd1\u4e00\u6b21\u8bc6\u522b\u5230\u4e86\u54ea\u4e9b\u98ce\u9669\uff1f”
\n– “\u9488\u5bf9\u8bc6\u522b\u51fa\u7684\u9ad8\u98ce\u9669\uff0c\u7b56\u5212\u4e86\u54ea\u4e9b\u5e94\u5bf9\u63aa\u65bd\uff1f\u6709\u6ca1\u6709\u9a8c\u8bc1\u8fc7\u8fd9\u4e9b\u63aa\u65bd\u7684\u6709\u6548\u6027\uff1f”
\n– “\u670d\u52a1\u98ce\u9669\u6e05\u5355\u4e0a\u6b21\u66f4\u65b0\u662f\u4ec0\u4e48\u65f6\u5019\uff1f\u6709\u65b0\u7684\u98ce\u9669\u52a0\u5165\u5417\uff1f”<\/p>\n

\u6709\u6548\u8bc1\u636e\uff1a<\/strong>
\n| \u8bc1\u636e\u7c7b\u578b | \u5177\u4f53\u5185\u5bb9 |
\n| — | — |
\n| \u670d\u52a1\u98ce\u9669\u6e05\u5355 | \u5305\u542b\u98ce\u9669\u63cf\u8ff0\u3001\u5f71\u54cd\u7a0b\u5ea6\u3001\u53d1\u751f\u6982\u7387\u3001\u5e94\u5bf9\u63aa\u65bd\u3001\u8d23\u4efb\u4eba |
\n| \u98ce\u9669\u5e94\u5bf9\u8bb0\u5f55 | \u63aa\u65bd\u5b9e\u65bd\u8bb0\u5f55\u3001\u6548\u679c\u9a8c\u8bc1\u8bb0\u5f55 |
\n| \u7ba1\u7406\u8bc4\u5ba1\u8f93\u5165 | \u98ce\u9669\u8fa8\u8bc6\u7ed3\u679c\u662f\u5426\u4f5c\u4e3a\u7ba1\u7406\u8bc4\u5ba1\u8f93\u5165 |<\/p>\n

\n

\u26a0\ufe0f \u5e38\u89c1\u4e0d\u7b26\u5408\u9879<\/strong>
\n\u7ec4\u7ec7\u53ea\u8bc6\u522b\u4e86”\u7cfb\u7edf\u5b95\u673a”\u8fd9\u7c7b\u6280\u672f\u98ce\u9669\uff0c\u4f46\u5ffd\u7565\u4e86”\u5173\u952e\u4f9b\u5e94\u5546\u65e0\u6cd5\u5c65\u7ea6”\u8fd9\u4e00\u4f9b\u5e94\u94fe\u98ce\u9669\u300220000-1\u8981\u6c42\u7684\u98ce\u9669\u8bc6\u522b\u662f\u5168\u8303\u56f4<\/strong>\u7684\uff0c\u4e0d\u4ec5\u9650\u4e8eIT\u6280\u672f\u5c42\u9762\u3002<\/p>\n<\/blockquote>\n

6.2 \u670d\u52a1\u7ba1\u7406\u76ee\u6807\u53ca\u5176\u5b9e\u73b0<\/h3>\n

\u7ec4\u7ec7\u5fc5\u987b\u5728\u76f8\u5173\u804c\u80fd\u548c\u5c42\u7ea7\u4e0a\u5efa\u7acb\u670d\u52a1\u7ba1\u7406\u76ee\u6807\uff0c\u4e14\u76ee\u6807\u5fc5\u987b\u662f\u53ef\u6d4b\u91cf\u7684\u3002\u8fd9\u662f\u7b2c6\u7ae0\u7684\u53e6\u4e00\u4e2a\u6838\u5fc3\u8981\u6c42\u3002<\/p>\n

\u5ba1\u6838\u68c0\u67e5\u70b9\uff1a<\/strong>
\n| \u68c0\u67e5\u9879 | \u5224\u65ad\u6807\u51c6 |
\n| — | — |
\n| \u76ee\u6807\u662f\u5426\u5206\u89e3\u5230\u90e8\u95e8\/\u5c97\u4f4d\uff1f | \u4e0d\u80fd\u53ea\u5728\u7ba1\u7406\u5c42\u6709\u76ee\u6807\uff0c\u6267\u884c\u5c42\u65e0\u611f\u77e5 |
\n| \u76ee\u6807\u662f\u5426\u53ef\u6d4b\u91cf\uff1f | “\u63d0\u5347\u670d\u52a1\u8d28\u91cf”\u274c “\u4e8b\u4ef6\u9996\u6b21\u89e3\u51b3\u7387\u226585%”\u2705 |
\n| \u76ee\u6807\u662f\u5426\u5b9a\u671f\u8bc4\u5ba1\uff1f | \u7ba1\u7406\u8bc4\u5ba1\u65f6\u5e94\u8bc4\u5ba1\u76ee\u6807\u8fbe\u6210\u60c5\u51b5 |
\n| \u76ee\u6807\u672a\u8fbe\u6210\u662f\u5426\u6709\u6539\u8fdb\u884c\u52a8\uff1f | \u4e0d\u80fd\u53ea\u8bb0\u5f55”\u672a\u8fbe\u6807”\uff0c\u5fc5\u987b\u6709\u6539\u8fdb\u884c\u52a8 |<\/p>\n

6.3 \u7b56\u5212\u670d\u52a1\u7ba1\u7406\u4f53\u7cfb<\/h3>\n

\u672c\u6761\u6b3e\u8981\u6c42\u7ec4\u7ec7\u7b56\u5212\u670d\u52a1\u7ba1\u7406\u4f53\u7cfb\u7684\u53d8\u66f4\uff0c\u786e\u4fdd\u53d8\u66f4\u662f\u53d7\u63a7\u7684\u3002\u5f53\u670d\u52a1\u8303\u56f4\u3001\u7ec4\u7ec7\u7ed3\u6784\u6216\u670d\u52a1\u4ea4\u4ed8\u6a21\u5f0f\u53d1\u751f\u53d8\u5316\u65f6\uff0cSMS\u5fc5\u987b\u540c\u6b65\u8c03\u6574\u3002<\/p>\n

\u4e8c\u3001\u7b2c7\u7ae0 \u652f\u6301<\/h2>\n

7.1 \u8d44\u6e90<\/h3>\n

20000-1\u5bf9\u8d44\u6e90\u7684\u8981\u6c42\u6bd49001\u66f4\u52a0\u5177\u4f53\u2014\u2014\u5fc5\u987b\u786e\u4fdd\u670d\u52a1\u4ea4\u4ed8\u6240\u9700\u7684\u57fa\u7840\u8bbe\u65bd\u3001\u5de5\u5177\u548c\u77e5\u8bc6<\/strong>\u5230\u4f4d\u3002\u5ba1\u6838\u5458\u5728\u73b0\u573a\u5e94\u5173\u6ce8\uff1a<\/p>\n

\u5ba1\u6838\u63d0\u95ee\u793a\u4f8b\uff1a<\/strong>
\n– “\u8bf7\u5c55\u793a\u4e00\u4e0b\u4f60\u4eec\u7684IT\u670d\u52a1\u7ba1\u7406\u5de5\u5177\uff08\u5982ITSM\u5e73\u53f0\uff09\uff0c\u5b83\u8986\u76d6\u4e86\u54ea\u4e9b\u6d41\u7a0b\uff1f”
\n– “\u670d\u52a1\u4ea4\u4ed8\u4f9d\u8d56\u7684\u57fa\u7840\u8bbe\u65bd\uff08\u673a\u623f\u3001\u7f51\u7edc\u3001\u4e91\u8d44\u6e90\uff09\u7531\u8c01\u7ba1\u7406\uff1f\u6709\u4ec0\u4e48\u76d1\u63a7\u624b\u6bb5\uff1f”
\n– “\u5982\u679c\u6838\u5fc3\u5de5\u5177\u6545\u969c\uff0c\u6709\u6ca1\u6709\u5907\u7528\u65b9\u6848\uff1f”<\/p>\n

\u5178\u578b\u4e0d\u7b26\u5408\uff1a<\/strong> \u7ec4\u7ec7\u8d2d\u4e70\u4e86ITSM\u5de5\u5177\u4f46\u7edd\u5927\u591a\u6570\u529f\u80fd\u672a\u542f\u7528\uff0c\u670d\u52a1\u8bf7\u6c42\u4ecd\u901a\u8fc7\u90ae\u4ef6\u5904\u7406\u2014\u2014\u5de5\u5177\u8d44\u6e90\u914d\u7f6e\u4e0e\u5b9e\u9645\u8fd0\u884c\u65b9\u5f0f\u4e0d\u5339\u914d\u3002<\/p>\n

7.2 \u80fd\u529b<\/h3>\n

\u80fd\u529b\u6761\u6b3e\u8981\u6c42\u7ec4\u7ec7\u786e\u5b9a\u4ece\u4e8b\u5f71\u54cd\u670d\u52a1\u7ee9\u6548\u7684\u4eba\u5458\u6240\u9700\u7684\u80fd\u529b\uff0c\u5e76\u786e\u4fdd\u8fd9\u4e9b\u4eba\u5458\u5177\u5907\u76f8\u5e94\u80fd\u529b\u3002<\/p>\n

\u5ba1\u6838\u53d6\u8bc1\u65b9\u6cd5\uff1a<\/strong>
\n1. \u8981\u6c42\u63d0\u4f9b\u5173\u952e\u5c97\u4f4d\uff08\u670d\u52a1\u4ea4\u4ed8\u7ecf\u7406\u3001\u4e8b\u4ef6\u7ecf\u7406\u3001\u53d8\u66f4\u7ecf\u7406\uff09\u7684\u5c97\u4f4d\u8bf4\u660e\u4e66\u548c\u6280\u80fd\u8981\u6c42
\n2. \u62bd\u67e53-5\u540d\u5173\u952e\u5c97\u4f4d\u4eba\u5458\u7684\u57f9\u8bad\u8bb0\u5f55\u3001\u8d44\u8d28\u8bc1\u4e66
\n3. \u8bbf\u8c08\u8fd9\u4e9b\u4eba\u5458\uff0c\u9a8c\u8bc1\u5176\u662f\u5426\u771f\u6b63\u7406\u89e3\u81ea\u5df1\u7684\u804c\u8d23\u548c\u5de5\u4f5c\u6d41\u7a0b<\/p>\n\n\n\n\n\n\n\n
\u5c97\u4f4d<\/th>\n\u5fc5\u5907\u80fd\u529b\u8981\u6c42<\/th>\n\u5ba1\u6838\u9a8c\u8bc1\u65b9\u6cd5<\/th>\n<\/tr>\n<\/thead>\n
\u670d\u52a1\u4ea4\u4ed8\u7ecf\u7406<\/td>\n\u670d\u52a1\u8bbe\u8ba1\u3001SLA\u7ba1\u7406\u3001\u5ba2\u6237\u5173\u7cfb<\/td>\n\u8bbf\u8c08\uff1a\u5982\u4f55\u5e73\u8861\u5ba2\u6237\u9700\u6c42\u548c\u5185\u90e8\u8d44\u6e90\u7ea6\u675f\uff1f<\/td>\n<\/tr>\n
\u4e8b\u4ef6\u7ecf\u7406<\/td>\n\u4e8b\u4ef6\u5206\u7c7b\u3001\u4f18\u5148\u7ea7\u5224\u5b9a\u3001\u5347\u7ea7\u673a\u5236<\/td>\n\u62bd\u67e5\uff1a\u6700\u8fd1\u4e00\u6b21P1\u4e8b\u4ef6\u7684\u5904\u7406\u8bb0\u5f55<\/td>\n<\/tr>\n
\u53d8\u66f4\u7ecf\u7406<\/td>\n\u53d8\u66f4\u98ce\u9669\u8bc4\u4f30\u3001\u56de\u9000\u8ba1\u5212\u5ba1\u6838<\/td>\n\u62bd\u67e5\uff1a\u7d27\u6025\u53d8\u66f4\u662f\u5426\u6709\u4e8b\u540e\u5ba1\u67e5\u548c\u8bb0\u5f55<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

7.3 \u610f\u8bc6<\/h3>\n

\u4eba\u5458\u5fc5\u987b\u610f\u8bc6\u5230\u670d\u52a1\u65b9\u9488\u3001\u670d\u52a1\u76ee\u6807\u3001\u4ed6\u4eec\u5bf9SMS\u6709\u6548\u6027\u7684\u8d21\u732e\u3002\u8fd9\u4e2a\u6761\u6b3e\u5728ITSMS\u5ba1\u6838\u4e2d\u7ecf\u5e38\u88ab\u5ffd\u7565\u3002<\/p>\n

\u5feb\u901f\u9a8c\u8bc1\u65b9\u6cd5\uff1a<\/strong> \u968f\u673a\u627e2-3\u540d\u4e00\u7ebf\u652f\u6301\u4eba\u5458\uff0c\u95ee\uff1a”\u4f60\u4eec\u7ec4\u7ec7\u7684\u670d\u52a1\u7ba1\u7406\u65b9\u9488\u662f\u4ec0\u4e48\uff1f””\u4f60\u4eec\u56e2\u961f\u4eca\u5e74\u7684\u670d\u52a1\u76ee\u6807\u662f\u4ec0\u4e48\uff1f”\u2014\u2014\u5982\u679c\u7b54\u4e0d\u4e0a\u6765\uff0c\u5c31\u662f\u4e0d\u7b26\u5408\u3002<\/p>\n

7.4 \u6c9f\u901a<\/h3>\n

20000-1\u7279\u522b\u5f3a\u8c03\u4e86”\u670d\u52a1\u6c9f\u901a”\u2014\u2014\u5305\u62ec\u4e0e\u5ba2\u6237\u7684\u6c9f\u901a\u3001\u4e0e\u7528\u6237\u7684\u6c9f\u901a\u3001\u4e0e\u4f9b\u5e94\u5546\u7684\u6c9f\u901a\u3002\u5ba1\u6838\u5458\u5e94\u68c0\u67e5\uff1a<\/p>\n

    \n
  • \u662f\u5426\u6709\u6b63\u5f0f\u7684\u6c9f\u901a\u8ba1\u5212\uff08\u4ec0\u4e48\u4fe1\u606f\u3001\u53d1\u7ed9\u8c01\u3001\u9891\u7387\u3001\u6e20\u9053\uff09\uff1f<\/li>\n
  • \u670d\u52a1\u53d8\u66f4\u662f\u5426\u63d0\u524d\u901a\u77e5\u4e86\u53d7\u5f71\u54cd\u5ba2\u6237\uff1f<\/li>\n
  • \u91cd\u5927\u4e8b\u4ef6\u662f\u5426\u6309\u7ea6\u5b9a\u65f6\u9650\u901a\u77e5\u4e86\u5ba2\u6237\uff1f<\/li>\n<\/ul>\n

    \u5178\u578b\u6848\u4f8b\uff1a<\/strong> \u67d0\u4e91\u670d\u52a1\u5546\u7684\u5b58\u50a8\u5347\u7ea7\u5bfc\u81f4\u670d\u52a1\u4e2d\u65ad30\u5206\u949f\uff0c\u4f46\u5ba2\u6237\u662f\u901a\u8fc7\u81ea\u5df1\u7684\u76d1\u63a7\u7cfb\u7edf\u53d1\u73b0\u5f02\u5e38\u7684\u2014\u2014\u670d\u52a1\u5546\u672a\u63d0\u524d\u901a\u77e5\u3002\u8fd9\u662f7.4\u6c9f\u901a\u6761\u6b3e\u7684\u5178\u578b\u4e0d\u7b26\u5408\u3002<\/p>\n

    7.5 \u6210\u6587\u4fe1\u606f<\/h3>\n

    20000-1\u8981\u6c42\u7684\u6210\u6587\u4fe1\u606f\uff08\u6587\u4ef6\u5316\u4fe1\u606f\uff09\u5305\u62ec\uff1a\u670d\u52a1\u7ba1\u7406\u4f53\u7cfb\u8303\u56f4\u3001\u670d\u52a1\u7ba1\u7406\u65b9\u9488\u548c\u76ee\u6807\u3001\u672c\u6807\u51c6\u8981\u6c42\u7684\u6210\u6587\u4fe1\u606f\u3001\u7ec4\u7ec7\u786e\u5b9a\u7684\u4e3a\u786e\u4fdd\u670d\u52a1\u7ba1\u7406\u4f53\u7cfb\u6709\u6548\u6027\u6240\u9700\u7684\u6210\u6587\u4fe1\u606f\u3002<\/p>\n

    \u5ba1\u6838\u5458\u6ce8\u610f\uff1a<\/strong> 20000-1:2018\u4e0d\u5f3a\u5236\u8981\u6c42<\/strong>\u7f16\u5236\u300a\u8d28\u91cf\u624b\u518c\u300b\u6216\u300a\u7a0b\u5e8f\u6587\u4ef6\u300b\uff0c\u7ec4\u7ec7\u53ef\u4ee5\u91c7\u7528\u4efb\u4f55\u5f62\u5f0f\u7684\u6210\u6587\u4fe1\u606f\u3002\u5ba1\u6838\u65f6\u5e94\u5173\u6ce8\u5185\u5bb9<\/strong>\u662f\u5426\u6ee1\u8db3\u6807\u51c6\u8981\u6c42\uff0c\u800c\u975e\u5f62\u5f0f<\/strong>\u662f\u5426\u7b26\u5408\u67d0\u5957\u6587\u4ef6\u4f53\u7cfb\u3002<\/p>\n

    \u4e09\u3001\u7b2c6-7\u7ae0\u8054\u5408\u5ba1\u6838\u6280\u5de7<\/h2>\n

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