1.1. 全体的 ISO/IEC 20000的本部分提供了基于ISO/IEC 20000-1的SMS应用指南。ISO/IEC 20000的本部分提供了示例和建议，使组织能够解释和应用ISO/IEC 20000-1，包括参考ISO/IEC 20000的其他部分和其他相关标准。ISO/IEC 20000的这一部分独立于特定的最佳实践框架，服务提供商可以应用普遍接受的指南和他们自己的技术。 图2显示了中央框中从第6条到第9条的过程。第5条新服务或变更服务流程的设计和过渡围绕第6条至第9条流程。这表明新的或更改的服务是由中央控制盒中的进程操作的。当没有第5条适用的新的或变更的服务时，所有服务可通过第6条至第9条直接交付。 服务管理过程之间的接口和SMS的不同组件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也会影响SMS的实施方式，以满足ISO/IEC 20000-1的要求。由于这些原因，流程之间的接口未在图2中表示。 1.2申请 服务提供商应对SMS负责，因此不能要求另一方满足ISO/IEC 20000-1:2011第4条的要求。例如，服务提供商不能要求另一方提供最高管理层并证明最高管理层的承诺，或证明对其他方运营的流程的治理。 第4条中的某些活动可能由另一方在服务提供商的管理下进行。 例如，服务提供商可以聘请其他各方代表其进行内部审计。另一个例子是，服务提供商要求另一方创建初始服务管理计划。一旦制定并达成协议，该计划由服务提供商直接负责并维护。在这些示例中，服务提供商使用其他方进行特定的短期活动。服务提供商对SMS负有责任、权限和责任。因此，服务提供商可以证明满足ISO/IEC 20000-1:2011第4条所有要求的证据。 服务提供商可以展示直接满足所有要求的证据，也可以展示直接满足大多数要求的证据，以及对其他方操作的流程的管理。 如果服务提供商依赖其他方来运行第5条至第9条中的大部分流程，则服务提供商不太可能展示流程的治理。但是，如果其他方只操作少数过程，服务提供商通常可以满足中规定的要求 ISO/IEC 20000-1。 服务提供商和其他相关方均可随时获取SMS的定义、约定和记录的责任、权限和责任。为了满足ISO/IEC 20000-1的要求，服务提供商可以同意对现有合同或其他文件化协议的条款进行更改。 ISO/IEC 20000不包括任何产品或工具的规范或具体指南。然而，组织可以使用ISO/IEC 20000的这一部分来帮助他们使用或开发支持SMS操作的产品或工具。

1.1. General. This part of ISO/IEC 20000 provides guidance on the application of an SMS based on ISO/IEC 20000-1. This part of ISO/IEC 20000 provides examples and suggestions to enable organizations to interpret and apply ISO/IEC 20000-1, including references to other parts of ISO/IEC 20000 and other relevant standards. This part of ISO/IEC 20000 is independent of specific best practice frameworks and the service provider can apply a combination of generally accepted guidance and their own techniques. Figure 2 shows the processes from Clauses 6 to 9 in the central box. The Clause 5 design and transition of new or changed services process surrounds the Clause 6 to 9 processes. This shows that the new or changed services are operated by the processes in the central box. When there are no new or changed services to which Clause 5 applies, all services can be delivered directly by Clauses 6 to 9. The interfaces between the service management processes and the relationships between different components of the SMS may be implemented differently by different service providers. The nature of the relationship between the service provider and the customer can also influence how the SMS is implemented to fulfill the requirements of ISO/IEC 20000-1. For these reasons the interfaces between processes are not represented in Figure 2. 1.2 Application The service provider is accountable for the SMS and therefore cannot ask another party to fulfill the requirements of Clause 4 of ISO/IEC 20000-1:2011. For example, the service provider cannot ask another party to provide the top management and demonstrate top management commitment or to demonstrate the governance of processes operated by other parties. Some activities in Clause 4 may be performed by another party under the management of the service provider. For example, service providers can engage other parties to conduct internal audits on their behalf. Another example is where a service provider asks another party to create the initial service management plan. The plan, once created and agreed, is the direct responsibility of and is maintained by the service provider. In these examples, the service provider is using other parties for specific short-term activities. The service provider has accountability, authorities and responsibilities for the SMS. The service provider can therefore demonstrate evidence of fulfillling all of the requirements of Clause 4 of ISO/IEC 20000-1:2011. The service provider can show evidence of fulfillling all requirements directly or can show evidence of fulfillling most of the requirements directly as well as the governance of processes operated by other parties. If the service provider relies on other parties for operation of the majority of the processes in Clauses 5 to 9, the service provider is unlikely to be able to demonstrate governance of the processes. However, if other parties operate only a minority of the processes, the service provider can normally fulfill the requirements specified in ISO/IEC 20000-1. The defined, agreed and documented accountability, authorities and responsibilities for the SMS are readily accessible to both the service provider and other relevant parties. To fulfill the requirements of ISO/IEC 20000-1 the service provider can agree changes to the terms of existing contracts or other documented agreements. ISO/IEC 20000 excludes the specification of, or specific guidance about, any product or tool. However, organizations can use this part of ISO/IEC 20000 to help them use or develop products or tools that support operation of the SMS.