本文档定义了服务管理领域的流程参考模型。 该模型为域指定了一个流程架构，并包含一组流程。每个过程都根据过程目的和结果进行描述。 本文件中的过程参考模型针对的是希望选择模型和相关文件化过程方法进行评估（用于能力确定或过程改进）的评估发起人和合格评估人。

This document defines a process reference model for the domain of service management. The model specifies a process architecture for the domain and comprises a set of processes. Each process is described in terms of process purpose and outcomes. The process reference model in this document is directed at assessment sponsors and competent assessors who wish to select a model, and associated documented process method, for assessment (for either capability determination or process improvement).