基于多维度的IT服务管理体系标准审核

Based on Multidimensional for IT Service Management System Standard Audit

2005年,国际标准化组织(ISO)及国际电工委员会(IEC)基于BS 15000,发布了IT服务管理体系标准(ISO/IEC 20000-1:2005)。然而,由于ISO 20000是新生事物,流程众多,如何审核企业是否满足ISO20000的各项条款是审核员在审核时需要面对的问题。为此,文章提出了文化维、业务维、过程活动维以及顾客维等多维度的ISO 20000审核方法,通过4个维度审核组织IT服务实施与ISO 20000标准的符合性。实践证明该方法是有效的。

In 2005, based on BS 15000, ISO and IEC published standards for IT service management system. ISO 20000 is a new thing, with a large number of processes. Therefore, the auditors have to face the problem whether the enterprise to meet the terms of ISO 20000. This paper proposes four-dimensions audit method for ISO 20000. The method reviews the compliance among the organizations implement with ISO 20000 by file dimension, business dimension, process activities dimension and customer dimension. The practice has proved that the method is fast and effective.