论ISO20000事件管理与问题管理的流程及区别

Discussion on Process and Difference between ISO20000 Incident Management and Problem Management

目前,国际标准化组织发布的ISO20000信息技术服务管理体系已经在很多信息技术服务组织落地实践。信息技术服务组织相关服务的提供主要依托于软件,因此软件是否可用会直接影响服务的可用性。为最大程度地减少软件事件的发生,以及减少服务的负面影响,熟练运用ISO20000信息技术服务管理体系“事件管理”和“问题管理”流程也就变得尤为重要。该文通过详细探讨ISO20000信息技术服务管理体系“事件管理”和“问题管理”的流程及区别,来论述ISO20000信息技术服务管理体系“事件管理”和“问题管理”流程的最佳实践方法,帮助ISO20000体系维护人员更好地落地“事件管理”和“问题管理”流程。

At present,the international organization for standardization issued ISO20000 information technology service management system has been implemented in many information technology service organizations.The provision of information technology service organization's related services mainly depends on software,so whether software is available will directly affect the availability of services.In order to minimize the occurrence of software incidents,and reduce the negative impact of services,skilled use of ISO20000 information technology service management system"incident management"and"problem management"process has become particularly important.This paper discusses ISO20000 information technology service management system"incident management"and"problem management"process and difference,to discuss ISO20000 information technology service management system"incident management"and"problem management"process best practice method,help ISO20000 system maintenance personnel better landing"incident management"and"problem management"process.