Điều khoản ISO 20000-1: 2018 và 2011

So sánh điều khoản tiêu chuẩn ISO / IEC 20000-1: 2018 và 2011

Thời gian đọc bài 3 phút

Đăng bài TonyPI

Bảng tham chiếu chéo điều khoản tiêu chuẩn ISO 20000-1: 2018 và 2011

Triển khai hệ thống quản lý dịch vụ CNTT hoặc chuyển đổi phiên bản tiêu chuẩn. Việc làm không thể thiếu là đối chiếu hiện trạng so với các yêu cầu của tiêu chuẩn. Tương ứng với điều khoản cụ thể.

Nếu công ty bạn đã triển khai và duy trì hệ thống quản lý dịch vụ CNTT thì việc năm bắt và hiểu rõ cấu trúc tiêu chuẩn mới là cần thiết.

Nếu công ty bạn chưa áp dụng và triển khai HTQL DV CNTT thì việc hiểu rõ điều khoản và cấu trúc tiêu chuẩn phiên bản mới là điều bắt buộc.

Điều khoản 4 – Bối cảnh của doanh nghiệp ITSMS Điều khoản ISO 20000-1: 2018 và 2011

ISO/IEC 20000-1: 2018 =============== ISO/IEC 20000-1: 2011

4	Context of the organization	4.1	Management  responsibility
		4.5.1	Define scope
		4.5.2	Plan the SMS (Plan)
		7.1	Business relationship management
4.1	Understanding the organization and its context		New clause
4.2	Understanding the needs and expectations of	4.1.4	Management representative
	interested parties	7.1	Business relationship management
4.3	Determining the scope of the service management system	4.5.1	Defi e scope
4.4	Service management system	4.1.1	Management commitment
		4.5.3	Implement and operate the SMS (Do)

Điều khoản 5 – Sự lãnh đạo trong ITSMS

5	Leadership	4.1	Management  responsibility
5.1	Leadership and commitment	4.1.1	Management commitment
5.2	Policy	4.1.2	Service management policy
5.2.1	Establishing the service management policy	4.1.2	Service management policy
5.2.2	Communicating the service management policy	4.1.2	Service management policy
5.3	Organizational roles. responsibilities and	4.1.3	Authority. responsibility and communication
	authorities	4.1.4	Management representative

Điều khoản 6 – Hoạch định trong ITSMS

6	Planning	4.1.1	Management commitment
		4.5.2	Plan the SMS (Plan)
		6.6.1	Information security policy
6.1	Actions to address risk and opportunities	4.1.1	Management commitment
		4.5.2	Plan the SMS (Plan)
		6.6.1	Information security policy
6.2	Service management objectives and planning to achieve them	4.1.1	Management commitment
6.2.1	Establish objectives	4.1.1	Management commitment
6.2.2	Plan to achieve objectives		New clause
6.3	Plan the service management system	4.5.2	Plan the SMS (Plan)

Điều khoản 7 – Hỗ trợ trong ITSMS

7	Support of the service management system	4.1	Management  responsibility
		4.3	Documentation  management
		4.4	Resource management
7.1	Resources	4.4.1	Provision of resources
7.2	Competence	4.4.2	Leadership
7.3	Awareness	4.1.1	Management commitment
		4.1.2	Service management policy
		4.4.2	Human resource
7.4	Communication	4.1.3	Authority. responsibility and communication
7.5	Documented information	4.3	Documentation  management
7.5.1	General	4.3.1	Establish and maintain documents
7.5.2	Creating and updating documented information	4.3.2	Control of documents
7.5.3	Control of documented information	4.3.2	Control of documents
		4.3.3	Control of records
7.5.4	Service management system documented information	4.3.1	Establish and maintain documents
7.6	Knowledge		New clause

Điều khoản 8 – Thực hiện / vận hành / tác nghiệp trong ITSMS

8	Operation	4	Service management system general requirements
		5	Design and transition of new or changed services
		6	Service delivery processes
		7	Relationship processes
		8	Resolution processes
		9	Control processes
8.1	Operational planning and control	4.1.4	Management representative
		4.2	Governance of processes operated by other parties
		4.5.3	Implement and operate the SMS (Do)
		9.2	Change management
8.2	Service portfolio	4.1.4	Management representative
		4.2	Governance of processes operated by other parties
		4.5.3	Implement and operate the SMS (Do)
		5.2	Plan new or changed services
		6.1	Service level management
		9.1	Configuration management
8.2.1	Service delivery	4.5.3	Implement and operate the SMS (Do)
8.2.2	Plan the services	4.1.4	Management representative
		5.2	Plan new or changed services
8.2.3	Control of parties involved in the service lifecycle	4.2	Governance of processes operated by other parties
		5.2	Plan new or changed services
8.2.4	Service catalogue management	6.1	Service level management
8.2.5	Asset management	4.1.4	Management representative
8.2.6	Configuration management	9.1	Configuration management
8.3	Relationship and agreement	6.1	Service level management
		6.2	Service reporting
		7	Relationship processes
8.3.1	General	7.2	Supplier management
8.3.2	Business relationship management	6.2	Service reporting
		7.1	Business relationship management
8.3.3	Service level management	6.1	Service level management
		6.2	Service reporting
8.3.4	Supplier management	6.1	Service level management
		7.2	Supplier management
8.3.4.1	Management of external suppliers	7.2	Supplier management
8.3.4.2	Management of internal suppliers and customers acting as a supplier	6.1	Service level management
Điều khoản ISO 20000-1: 2018 và 2011
8.4	Supply and demand	6.4	Budgeting and accounting for services
		6.5	Capacity management
8.4.1	Budgeting and accounting for services	6.4	Budgeting and accounting for services
8.4.2	Demand management	6.5	Capacity management
8.4.3	Capacity management	6.5	Capacity management
8.5	Service design. build and transition	5	Design and transition of new or changed services
		9	Control processes
8.5.1	Change management	5.1	Design and transition of new or changed services. General
		6.3	Service continuity and availability management
		6.6	Information security management
		9.2	Change management
8.5.1.1	Change management policy	9.2	Change management
8.5.1.2	Change management initiation	5.1	Design and transition of new or changed services. General
		9.2	Change management
8.5.1.3	Change management activities	6.3.2	Service continuity and availability plans
		6.3.3	Service continuity and availability monitoring and testing
		9.2	Change management
		9.3	Release and deployment management
8.5.2	Service design and transition	5	Design and transition of new or changed services
		6.2	Service reporting
8.5.2.1	Plan new or changed services	5.2	Plan new or changed services
8.5.2.2	Design	5.3	Design and development of new or changed services
8.5.2.3	Build and transition	5.3	Design and development of new or changed services
		5.4	Transition of new or changed services
		6.2	Service reporting
8.5.3	Release and deployment management	9.1	Configuration management
		9.3	Release and deployment management
8.6	Resolution and fulfilment	8.1	Incident and service request management
		8.2	Problem management
8.6.1	Incident management	6.2	Service reporting
		8.1	Incident and service request management
8.6.2	Service request management	8.1	Incident and service request management
8.6.3	Problem management	8.2	Problem management
8.7	Service assurance	6.3	Service continuity and availability management
		6.6	Information security management
8.7.1	Service availability management	6.3	Service continuity and availability management
8.7.2	Service continuity management	6.2	Service reporting
		6.3	Service continuity and availability management
8.7.3	Information security management	6.6	Information security management
8.7.3.1	Information security policy	6.6.1	Information security policy
8.7.3.2	Information security controls	6.6.2	Information security controls
8.7.3.3	Information security incidents	6.6.3	Information security changes and incidents

Điều khoản 9 – Đánh giá việc thực hiện trong ITSMS

9	Performance evaluation	4.5.4	Monitor and review the SMS (Check)
		6.2	Service reporting
9.1	Monitoring. measurement. analysis and evaluation	4.5.4.1	Monitor and review the SMS (Check). General
9.2	Internal audit	4.5.4.1	Monitor and review the SMS (Check). General
		4.5.4.2	Internal audit
		6.2	Service reporting
9.3	Management review	4.5.4.1	Monitor and review the SMS (Check). General
		4.5.4.3	Management review
9.4	Service reporting	6.2	Service reporting

Điều khoản 10 – Cải tiến trong ITSMS

10	Improvement	4.5.5	Maintain and improve the SMS (Act)
10.1	Nonconformity and corrective action	4.5.4.2	Internal audit
		4.5.5.1	Maintain and improve the SMS (Act). General
		6.2	Service reporting
10.2	Continual improvement	4.5.5.1	Maintain and improve the SMS (Act). General
		4.5.5.2	Management of improvements

Bên trên là tổng hợp các điều khoản của tiêu chuẩn ISO / IEC 20000-1: 2018 khi đối chiếu với tiêu chuẩn phiên bản cũ ISO / IEC 20000-1: 2011

Xem thêm:

1. Hệ thống Quản lý Dịch vụ CNTT là gì ? tại LINK
2. Lợi ích của Hệ thống Quản lý Dịch vụ CNTT đối với doanh nghiệp ? tại LINK
3. Chứng nhận hệ thống quản lý dịch vụ CNTT ISO 20000

LIÊN HỆ

Mr.Quang – Phụ trách Dịch vụ Khách hàng

Mobile: 0944 65 99 37