4.2.1 新舊版標(biāo)準(zhǔn)差異概述

　　差異點(diǎn) 說(shuō)明 新增部分 清晰定義了本流程管理的范圍： 所有新的服務(wù); 對(duì)服務(wù)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(duì)新的或變更的服務(wù)要求更加明確和具體，按照以下邏輯思路組織內(nèi)容：

　　范圍定義;(為 ISO20000:2011 版標(biāo)準(zhǔn)新增的要求)

　　規(guī)劃環(huán)節(jié);

　　設(shè)計(jì)與開(kāi)發(fā)環(huán)節(jié)(為 ISO20000:2011 版標(biāo)準(zhǔn)新增的要求);

　　轉(zhuǎn)換環(huán)節(jié)。

　　新的或變更的服務(wù)的“規(guī)劃、設(shè)計(jì)、開(kāi)發(fā)”在本流程管控范圍內(nèi);

　　新的或變更的服務(wù)的“評(píng)估、批準(zhǔn)、安排和回顧”由變更管理流程控制;

　　新的或變更的服務(wù)所影響的配置項(xiàng)(CIs)應(yīng)由配置管理流程控制;

　　部署已批準(zhǔn)的新的或變更的服務(wù)到實(shí)際運(yùn)行環(huán)境中應(yīng)由發(fā)布和部署管理流程控制。

　　4.2.2 新舊版標(biāo)準(zhǔn)變化度

　　ISO20000:2011 版本 控制點(diǎn) ISO20000:2005 版本 控制點(diǎn) 變化度 5 設(shè)計(jì)并轉(zhuǎn)換新的或變更的服務(wù)

　　5.1 總要求

　　5.2 規(guī)劃新的或變更的服務(wù)

　　5.3 設(shè)計(jì)和開(kāi)發(fā)新的或變更的服務(wù)

　　5.4 新服務(wù)或變更服務(wù)的轉(zhuǎn)換 26 5 策劃并實(shí)施新服務(wù)或變更的服務(wù) 7 3.75

　　說(shuō)明：變化度是指新版標(biāo)準(zhǔn)該條款相對(duì)舊版標(biāo)準(zhǔn)要求的變化程度，按分值計(jì)量，5 分指變化程度最大，0 分指沒(méi)有變化。

　　4.2.3 新舊版標(biāo)準(zhǔn)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(shè)計(jì)和轉(zhuǎn)換新的或變更的服務(wù)

　　5.1 總要求

　　服務(wù)提供者應(yīng)使用此過(guò)程來(lái)管理所有對(duì)服務(wù)或客戶存在潛在的重大影響的新服務(wù)和服務(wù)的變更。條款5范圍內(nèi)的變更應(yīng)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(wú) ISO20000:2011版標(biāo)準(zhǔn)明確了本流程的管控范圍：所有新的服務(wù)、對(duì)服務(wù)或客戶有潛在的重大影響的變更。

　　ISO20000:2005版沒(méi)有明確的范圍表述，僅僅根據(jù)標(biāo)題，只能看出“新的或變更的服務(wù)”的籠統(tǒng)定義。 與其他流程的關(guān)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(píng)估、批準(zhǔn)、日程安排和回顧條款5范圍內(nèi)的新的和變更的服務(wù)應(yīng)由變更管理流程控制。條款5范圍內(nèi)新的或變更的服務(wù)所影響的配置項(xiàng)(CIs)應(yīng)由配置管理流程控制。

　　發(fā)布和部署管理流程應(yīng)被用于部署已批準(zhǔn)的新的或變更的服務(wù)到實(shí)際運(yùn)行環(huán)境中。

　　

　　注：新服務(wù)或服務(wù)的變更需求來(lái)源于客戶、服務(wù)提供者、內(nèi)部團(tuán)隊(duì)或供方，其目的是滿足業(yè)務(wù)需求或者改進(jìn)服務(wù)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(biāo)準(zhǔn)明確了本流程應(yīng)與變更管理、配置管理、發(fā)布與部署管理相關(guān)聯(lián)。而ISO20000:2005版僅提到了與變更管理相關(guān)聯(lián)。

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

　　ISO20000:2011版明確了本流程與變更管理的具體關(guān)聯(lián)關(guān)系，“評(píng)估、批準(zhǔn)、安排和回顧”由變更管理控制，規(guī)劃、設(shè)計(jì)和開(kāi)發(fā)由本流程管控。而ISO20000:2005版的規(guī)定相對(duì)模糊，僅提出“新的或變更的服務(wù)(包括關(guān)閉)的實(shí)施應(yīng)通過(guò)變更管理計(jì)劃與批準(zhǔn)。 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(wù)

　　服務(wù)提供者應(yīng)識(shí)別新的或變更的服務(wù)的需求。應(yīng)對(duì)新的或變更的服務(wù)進(jìn)供者和其他相關(guān)方界面的活動(dòng);

　　c) 同利益相關(guān)方的溝通;

　　d) 人員、技術(shù)、信息以及財(cái)務(wù)資源;

　　e) 活動(dòng)的時(shí)間進(jìn)度;

　　f) 風(fēng)險(xiǎn)的識(shí)別、評(píng)估和管理;

　　g) 同其他服務(wù)的依從關(guān)系;

　　h) 新的或變更的服務(wù)的測(cè)試需求;

　　i) 服務(wù)接受準(zhǔn)則;

　　j) 以可測(cè)量的術(shù)語(yǔ)表述的交付新的或變更的服務(wù)的預(yù)期結(jié)果。

　　針對(duì)將要被撤銷的服務(wù)，服務(wù)提供者應(yīng)做好撤銷計(jì)劃。撤銷計(jì)劃應(yīng)包括撤銷日期、存檔、數(shù)據(jù)文檔以及服務(wù)組件的銷毀或遷移。

　　服務(wù)組件可以包括基礎(chǔ)設(shè)施及具有授權(quán)許可的應(yīng)用。

　　服務(wù)提供者應(yīng)識(shí)別有助于為新的或變更的服務(wù)提供服務(wù)組件的其他相關(guān)方。

　　服務(wù)提供者應(yīng)評(píng)估他們滿足服務(wù)需求的能力。評(píng)估結(jié)果應(yīng)被記錄并采取必要的行動(dòng)。 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(biāo)準(zhǔn)新增了對(duì)撤銷服務(wù)應(yīng)做好計(jì)劃的要求。 設(shè)計(jì)與開(kāi)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(shè)計(jì)和開(kāi)發(fā)新的或變更的服務(wù)

　　應(yīng)設(shè)計(jì)新的或變更的服務(wù)，設(shè)計(jì)文件至少包括以下內(nèi)容：

　　a) 交付新的或變更的服務(wù)的權(quán)力和職責(zé);

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

　　c) 新的或變更的服務(wù)對(duì)人力資源的需求，包括適當(dāng)?shù)慕逃⑴嘤?xùn)、技能和經(jīng)驗(yàn)需求;

　　d) 交付新的或變更的服務(wù)的財(cái)務(wù)資源需求;

　　e) 支持新的或變更的服務(wù)交付所需要的新的或變更的技術(shù);

　　f) 本標(biāo)準(zhǔn)所要求的新的或變更的計(jì)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(wù)需求的變化一致;

　　h) 對(duì)SMS的變更;

　　i) 新的或變更的SLAs;

　　j) 服務(wù)目錄的更新;

　　k) 用于交付新的或變更的服務(wù)的程序、測(cè)量方式和信息。

　　服務(wù)提供者應(yīng)確保所設(shè)計(jì)的新的或變更的服務(wù)能滿足服務(wù)需求。

　　新的或變更的服務(wù)應(yīng)依照設(shè)計(jì)文件進(jìn)行開(kāi)發(fā)。

　　注：關(guān)于服務(wù)設(shè)計(jì)的更多信息，請(qǐng)參照ISO9001:2008 條款7.3的“設(shè)計(jì)開(kāi)發(fā)過(guò)程”內(nèi)容，或參照ISO/IEC15288:2008條款6.4.3的“架構(gòu)設(shè)計(jì)流程”內(nèi)容。 無(wú) ISO20000:2011版標(biāo)準(zhǔn)新增的內(nèi)容。ISO20000:2011版更強(qiáng)調(diào)了對(duì)新服務(wù)或變更服務(wù)的設(shè)計(jì)與開(kāi)發(fā)的要求。 轉(zhuǎn)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(wù)的轉(zhuǎn)換

　　新的或變更的服務(wù)應(yīng)被測(cè)試，以驗(yàn)證其能否滿足服務(wù)要求以及設(shè)計(jì)文件。

　　新的或變更的服務(wù)應(yīng)依照服務(wù)提供者和利益相關(guān)方事先確定的服務(wù)接受準(zhǔn)則進(jìn)行驗(yàn)證。如果不符合服務(wù)接受準(zhǔn)則，服務(wù)提供者和利益相關(guān)方應(yīng)決定采取必要的行動(dòng)和部署措施。

　　發(fā)布和部署管理流程應(yīng)被用于部署已批準(zhǔn)的新的或變更的服務(wù)到實(shí)際運(yùn)行環(huán)境中。

　　轉(zhuǎn)換活動(dòng)完成后，服務(wù)提供者應(yīng)向利益相關(guān)方報(bào)告所取得的結(jié)果，并與預(yù)期結(jié)果進(jìn)行對(duì)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(xì)化的要求，特別強(qiáng)調(diào)了要“按照服務(wù)接受準(zhǔn)則進(jìn)行驗(yàn)證”的要求。 評(píng)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(wù)提供者應(yīng)評(píng)審新服務(wù)或變更的服務(wù)的規(guī)劃和設(shè)計(jì)活動(dòng)的輸出，評(píng)審應(yīng)依據(jù)協(xié)商確定的服務(wù)需求和條款5.2、5.3相關(guān)的要求?；谠u(píng)審的結(jié)果，服務(wù)提供者應(yīng)接受或拒絕規(guī)劃和設(shè)計(jì)活動(dòng)的輸出。服務(wù)提供者應(yīng)采取必要的行動(dòng)以確保新服務(wù)或變更的服務(wù)的開(kāi)發(fā)和轉(zhuǎn)換能被有效執(zhí)行，并運(yùn)用了已被接受的規(guī)劃和設(shè)計(jì)活動(dòng)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(biāo)準(zhǔn)要求的評(píng)審環(huán)節(jié)主要是對(duì)規(guī)劃和設(shè)計(jì)活動(dòng)的結(jié)果進(jìn)行評(píng)審。而ISO20000:2005版標(biāo)準(zhǔn)是要求對(duì)實(shí)施后的評(píng)審。

　　ISO20000:2011版標(biāo)準(zhǔn)考慮到對(duì)新的或變更的服務(wù)的實(shí)施由變更管理流程和發(fā)布與部署管理流程負(fù)責(zé)，故實(shí)施后的評(píng)審由變更管理流程負(fù)責(zé)。

　　ISO20000:2011版標(biāo)準(zhǔn)中本流程與變更管理流程間的關(guān)系更加清晰了。