4.2.1 新舊版標準差異概述

　　差異點 說明 新增部分 清晰定義了本流程管理的范圍： 所有新的服務; 對服務或客戶有潛在的重大影響的變更。 優(yōu)化與完善部分

　　ISO20000:2011版較ISO20000:2005版對新的或變更的服務要求更加明確和具體，按照以下邏輯思路組織內容：

　　范圍定義;(為 ISO20000:2011 版標準新增的要求)

　　規(guī)劃環(huán)節(jié);

　　設計與開發(fā)環(huán)節(jié)(為 ISO20000:2011 版標準新增的要求);

　　轉換環(huán)節(jié)。

　　新的或變更的服務的“規(guī)劃、設計、開發(fā)”在本流程管控范圍內;

　　新的或變更的服務的“評估、批準、安排和回顧”由變更管理流程控制;

　　新的或變更的服務所影響的配置項(CIs)應由配置管理流程控制;

　　部署已批準的新的或變更的服務到實際運行環(huán)境中應由發(fā)布和部署管理流程控制。

　　4.2.2 新舊版標準變化度

　　ISO20000:2011 版本 控制點 ISO20000:2005 版本 控制點 變化度 5 設計并轉換新的或變更的服務

　　5.1 總要求

　　5.2 規(guī)劃新的或變更的服務

　　5.3 設計和開發(fā)新的或變更的服務

　　5.4 新服務或變更服務的轉換 26 5 策劃并實施新服務或變更的服務 7 3.75

　　說明：變化度是指新版標準該條款相對舊版標準要求的變化程度，按分值計量，5 分指變化程度最大，0 分指沒有變化。

　　4.2.3 新舊版標準差異分析

　　ISO20000:2011版 ISO20000:2005版 差異分析 范圍定義 5 Design and transition of new or changed services

　　5.1 General

　　The service provider shall use this process for all new services and changes to services with the potential to have a major impact on services or the customer. The changes that are in the scope of Clause 5 shall be determined by the change management policy agreed as part of the change management process. 5 設計和轉換新的或變更的服務

　　5.1 總要求

　　服務提供者應使用此過程來管理所有對服務或客戶存在潛在的重大影響的新服務和服務的變更。條款5范圍內的變更應由協(xié)商確定的變更管理策略決定，變更管理策略作為變更管理流程的一部分。 無 ISO20000:2011版標準明確了本流程的管控范圍：所有新的服務、對服務或客戶有潛在的重大影響的變更。

　　ISO20000:2005版沒有明確的范圍表述，僅僅根據(jù)標題，只能看出“新的或變更的服務”的籠統(tǒng)定義。 與其他流程的關系 Assessment, approval, scheduling and reviewing of new or changed services in the scope of Clause 5 shall be controlled by the change management process. The CIs affected by new or changed services in the scope of Clause 5 shall be controlled by the configuration management process.

　　The release and deployment management process shall be used to deploy approved new or changed services into the live environment.

　　NOTE The need for a new service or a change to a service can originate from the customer, the service provider, an internal group or a supplier in order to satisfy business needs or to improve the effectiveness of the services. 評估、批準、日程安排和回顧條款5范圍內的新的和變更的服務應由變更管理流程控制。條款5范圍內新的或變更的服務所影響的配置項(CIs)應由配置管理流程控制。

　　發(fā)布和部署管理流程應被用于部署已批準的新的或變更的服務到實際運行環(huán)境中。

　　

　　注：新服務或服務的變更需求來源于客戶、服務提供者、內部團隊或供方，其目的是滿足業(yè)務需求或者改進服務效果。 The implementation of new or changed services, including closure of a service, shall be planned and approved through formal change management. ISO20000:2011版標準明確了本流程應與變更管理、配置管理、發(fā)布與部署管理相關聯(lián)。而ISO20000:2005版僅提到了與變更管理相關聯(lián)。

　　ISO20000:2011版更明確和更清晰了新服務或變更服務管理流程與其他流程的關聯(lián)性。

　　ISO20000:2011版明確了本流程與變更管理的具體關聯(lián)關系，“評估、批準、安排和回顧”由變更管理控制，規(guī)劃、設計和開發(fā)由本流程管控。而ISO20000:2005版的規(guī)定相對模糊，僅提出“新的或變更的服務(包括關閉)的實施應通過變更管理計劃與批準。 規(guī)劃環(huán)節(jié) 5.2 Plan new or changed services

　　The service provider shall identify the service requirements for the new or changed services. New or changed services shall be plannedto fulfill the service requirements.

　　Planning for the new or changed services shall be agreed with the customer and interested parties.

　　As input to planning, the service provider shall take into consideration the potential financial, organizational, and technical impact of delivering the new or changed services. The service provider shall also take into consideration the potential impact of the new or changed services on the SMS.

　　Planning for the new or changed services shall contain or include a reference to at least the following:

　　a) authorities and responsibilities for design, development and transition activities;

　　b) activities to be performed by theservice provider and other parties including activities across interfaces from the service provider to other parties;

　　c) communication to interested parties;

　　d) human, technical, information and financial resources;

　　e) timescales for planned activities;

　　f) identification, assessment and management of risks;

　　g) dependencies on other services;

　　h) testing required for the new or changed services;

　　i) service acceptance criteria;

　　j) expected outcomes from

　　delivering the new or changed services, expressed in measurable terms.

　　For services that are to be removed, the service provider shall plan for the removal of the service(s). Planning shall include the date(s) for the removal, archiving, disposal or transfer of data, documentation and service components. The service components can include infrastructure and applications with associated licences.

　　The service provider shall identify other parties who will contribute to the provision of service components for the new or changed services.

　　The service provider shall evaluate their ability to fulfil the service requirements. The results of the evaluation shall be recorded and necessary actions taken. 5.2 規(guī)劃新的或變更的服務

　　服務提供者應識別新的或變更的服務的需求。應對新的或變更的服務進供者和其他相關方界面的活動;

　　c) 同利益相關方的溝通;

　　d) 人員、技術、信息以及財務資源;

　　e) 活動的時間進度;

　　f) 風險的識別、評估和管理;

　　g) 同其他服務的依從關系;

　　h) 新的或變更的服務的測試需求;

　　i) 服務接受準則;

　　j) 以可測量的術語表述的交付新的或變更的服務的預期結果。

　　針對將要被撤銷的服務，服務提供者應做好撤銷計劃。撤銷計劃應包括撤銷日期、存檔、數(shù)據(jù)文檔以及服務組件的銷毀或遷移。

　　服務組件可以包括基礎設施及具有授權許可的應用。

　　服務提供者應識別有助于為新的或變更的服務提供服務組件的其他相關方。

　　服務提供者應評估他們滿足服務需求的能力。評估結果應被記錄并采取必要的行動。 Proposals for new or changed services shall consider the cost, organizational, technical and commercial impact that could result from servicedelivery and management.

　　The plans shall include:

　　a) The roles and responsibilities for implementing, operating and maintaining the new or changed service including activities to be performed by customers and suppliers;

　　b) Changes to the existing service management framework and services;

　　c) Communication to the relevant parties;

　　d) New or changed contracts and agreements to align with the changes in business need;

　　e) Manpower and recruitment requirements;

　　f) Skills and training requirements, e.g. users, technical support;

　　g) Processes, measures, methods and tools to be used in connection with the new or changed service, e.g. capacity management, financial management;

　　h) Budgets and tie-scales;

　　i) Service acceptance criteria; and

　　j) The expected outcomes from operating the new service expressed in measurable terms. ISO20000:2011版標準新增了對撤銷服務應做好計劃的要求。 設計與開發(fā)環(huán)節(jié) 5.3 Design and development of new or changed services

　　The new or changed services shall be designed and documented to include at least:

　　a) authorities and responsibilities for delivery of the new or changed services;

　　b) activities to be performed by the service provider, customer and other parties for delivery of the new or changed services;

　　c) new or changed human resource requirements, including requirements for appropriate education, training, skills and experience;

　　d) financial resource requirements for delivery of the new or changed services;

　　e) new or changed technology to support the delivery of the new orchanged services;

　　f) new or changed plans and policies as required by this part of ISO/IEC 20000;

　　g) new or changed contracts and other documented agreements to align with changes in service requirements;

　　h) changes to the SMS;

　　i) new or changed SLAs;

　　j) updates to the catalogue of services;

　　k) procedures, measures and information to be used for the delivery of the new or changed services.

　　The service provider shall ensure that the design enables the new or changed services to fulfill the service requirements.

　　The new or changed services shall be developed in accordance with the documented design.

　　NOTE For further information about design, see the design and development process in ISO 9001:2008, Clause 7.3 or the architectural design process in ISO/IEC 15288:2008, Clause 6.4.3. 5.3 設計和開發(fā)新的或變更的服務

　　應設計新的或變更的服務，設計文件至少包括以下內容：

　　a) 交付新的或變更的服務的權力和職責;

　　b) 交付新的或變更的服務提供者、客戶以及其他相關方執(zhí)行的活動;

　　c) 新的或變更的服務對人力資源的需求，包括適當?shù)慕逃?、培訓、技能和經驗需?

　　d) 交付新的或變更的服務的財務資源需求;

　　e) 支持新的或變更的服務交付所需要的新的或變更的技術;

　　f) 本標準所要求的新的或變更的計劃和策略;

　　g) 新的或變更的合同和其他文件化的協(xié)議，以保持與服務需求的變化一致;

　　h) 對SMS的變更;

　　i) 新的或變更的SLAs;

　　j) 服務目錄的更新;

　　k) 用于交付新的或變更的服務的程序、測量方式和信息。

　　服務提供者應確保所設計的新的或變更的服務能滿足服務需求。

　　新的或變更的服務應依照設計文件進行開發(fā)。

　　注：關于服務設計的更多信息，請參照ISO9001:2008 條款7.3的“設計開發(fā)過程”內容，或參照ISO/IEC15288:2008條款6.4.3的“架構設計流程”內容。 無 ISO20000:2011版標準新增的內容。ISO20000:2011版更強調了對新服務或變更服務的設計與開發(fā)的要求。 轉換環(huán)節(jié) 5.4 Transition of new or changed services

　　The new or changed services shall be tested to verify that they fulfill the service requirements and documented design.

　　The new or changed services shall be verified against service acceptance criteria agreed in advance by the service provider and interested parties. If the service acceptance criteria are notmet, the service provider and interested parties shall make a decision on necessary actions and deployment.

　　The release and deployment management process shall be used to deploy approved new or changed services into the live environment.

　　Following the completion of the transition activities, the service provider shall report to interested parties on the outcomes achieved against the expected outcomes. 5.4 新的或變更的服務的轉換

　　新的或變更的服務應被測試，以驗證其能否滿足服務要求以及設計文件。

　　新的或變更的服務應依照服務提供者和利益相關方事先確定的服務接受準則進行驗證。如果不符合服務接受準則，服務提供者和利益相關方應決定采取必要的行動和部署措施。

　　發(fā)布和部署管理流程應被用于部署已批準的新的或變更的服務到實際運行環(huán)境中。

　　轉換活動完成后，服務提供者應向利益相關方報告所取得的結果，并與預期結果進行對比。 New or changed services shall be accepted by the service provider before being implemented into the live environment. ISO20000:2011版較ISO20000:2005版提出了更具體、更細化的要求，特別強調了要“按照服務接受準則進行驗證”的要求。 評審環(huán)節(jié) 5.1 General

　　…….

　　The service provider shall review outputs from the planning and design activities for new or changed services against the agreed service requirements and the relevant requirements given inClauses 5.2 and 5.3. Based on the review, the service provider shall accept or reject the outputs. The service provider shall take necessary actions to ensure that the development and transition of the new or changed services can be performed effectively, using the accepted outputs. 5.1 總要求

　　……

　　服務提供者應評審新服務或變更的服務的規(guī)劃和設計活動的輸出，評審應依據(jù)協(xié)商確定的服務需求和條款5.2、5.3相關的要求?；谠u審的結果，服務提供者應接受或拒絕規(guī)劃和設計活動的輸出。服務提供者應采取必要的行動以確保新服務或變更的服務的開發(fā)和轉換能被有效執(zhí)行，并運用了已被接受的規(guī)劃和設計活動輸出。 The service provider shall report on the outcomes achieved by the new or changed service against those planned following its implementation. A post implementation review comparing actual outcomesagainst those planned shall be performed through the change management process. ISO20000:2011版標準要求的評審環(huán)節(jié)主要是對規(guī)劃和設計活動的結果進行評審。而ISO20000:2005版標準是要求對實施后的評審。

　　ISO20000:2011版標準考慮到對新的或變更的服務的實施由變更管理流程和發(fā)布與部署管理流程負責，故實施后的評審由變更管理流程負責。

　　ISO20000:2011版標準中本流程與變更管理流程間的關系更加清晰了。