1.1概述 ISO/IEC 20000的这一部分是服务管理系统（SMS）标准。它规定了服务提供商计划、建立、实施、运营、监控、审查、维护和改进SMS的要求。这些要求包括服务的设计、过渡、交付和改进，以满足服务要求。 ISO/IEC 20000的这一部分可用于: a） 向服务提供商寻求服务并要求保证其服务要求将得到满足的组织； b） 要求其所有服务提供商（包括供应链中的服务提供商）采取一致方法的组织； c） 旨在展示其设计、过渡、交付和改进满足服务要求的服务的能力的服务提供商； d） 监督、衡量和审查其服务管理流程和服务的服务提供商； e） 服务提供商通过有效实施和运营SMS来改进服务的设计、过渡和交付； f） 作为服务提供商SMS符合ISO/IEC 20000本部分要求的符合性评估标准的评估员或审计员。 图2展示了一个SMS，包括服务管理流程。服务管理流程以及流程之间的关系可以由不同的服务提供商以不同的方式实现。服务提供商和客户之间关系的性质将影响服务管理流程的实施方式。 1.2申请 ISO/IEC 20000本部分中的所有要求均为通用要求，旨在适用于所有服务提供商，无论所提供服务的类型、规模和性质如何。如果服务提供商声称符合ISO/IEC 20000的本部分要求，则无论服务提供商的组织性质如何，均不接受排除第4至9条中的任何要求。 符合第4条要求的情况只能由服务提供商证明，该服务提供商应提供满足第4条所有要求的证据。 服务提供商不能根据第4条的要求，依赖其他方对流程进行管理的证据。 服务提供商可证明符合第5至9条的要求，并证明满足所有要求。或者，服务提供商可以证明自己满足了大部分要求，并证明其他方对服务提供商不直接运营的那些流程或流程的一部分进行了管理。 ISO/IEC 20000本部分的范围不包括产品或工具的规范。然而，组织可以使用ISO/IEC 20000的这一部分来帮助他们开发支持SMS操作的产品或工具。 注ISO/IEC TR 20000-3提供了ISO/IEC 20000本部分的范围定义和适用性指南。 这包括对由其他方操作的流程的治理的进一步解释。

1.1 General This part of ISO/IEC 20000 is a service management system (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfill service requirements. This part of ISO/IEC 20000 can be used by: a) an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled; b) an organization that requires a consistent approach by all its service providers, including those in a supply chain; c) a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfill service requirements; d) a service provider to monitor, measure and review its service management processes and services; e) a service provider to improve the design, transition and delivery of services through effective implementation and operation of an SMS; f) an assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in this part of ISO/IEC 20000. Figure 2 illustrates an SMS, including the service management processes. The service management processes and the relationships between the processes can be implemented in different ways by different service providers. The nature of the relationship between a service provider and the customer will influence how the service management processes are implemented. 1.2 Application All requirements in this part of ISO/IEC 20000 are generic and are intended to be applicable to all service providers, regardless of type, size and the nature of the services delivered. Exclusion of any of the requirements in Clauses 4 to 9 is not acceptable when a service provider claims conformity to this part of ISO/IEC 20000, irrespective of the nature of the service provider's organization. Conformity to the requirements in Clause 4 can only be demonstrated by a service provider showing evidence of fulfilling all of the requirements in Clause 4. A service provider cannot rely on evidence of the governance of processes operated by other parties for the requirements in Clause 4. Conformity to the requirements in Clauses 5 to 9 can be demonstrated by the service provider showing evidence of fulfilling all requirements. Alternatively, the service provider can show evidence of fulfilling the majority of the requirements themselves and evidence of the governance of processes operated by other parties for those processes, or parts of processes, that the service provider does not operate directly. The scope of this part of ISO/IEC 20000 excludes the specification for a product or tool. However, organizations can use this part of ISO/IEC 20000 to help them develop products or tools that support the operation of an SMS. NOTE ISO/IEC TR 20000-3 provides guidance on scope definition and applicability of this part of ISO/IEC 20000. This includes further explanation about the governance of processes operated by other parties.