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GB/T 36074.2-2018Information technology service—Service management—Part 2: Implementation guide (English PDF)

信息技术服务服务管理第2部分：实施指南

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Issued by

SAMR; SAC

Level / Type

National · Recommended

Issue date

March 15, 2018

Implementation date

October 1, 2018

Scope

GB/T 36074.2-2018 is the English-translated version of 信息技术服务服务管理第2部分：实施指南.

GB/T 36074.2-2018 is the implementation guide of the Chinese standard on information technology service management, the second of its three parts.

It explains how an organization puts the general requirements into practice, clause by clause: understanding its context and stakeholders and fixing the scope of the management system, leadership, policy and responsibilities, planning for risks, opportunities, service objectives and changes, and support through funding, people, equipment, information resources and documented information.

The operation part covers service requirements, design and development, deployment, operation, termination and the control of externally supplied products and services, followed by monitoring, customer satisfaction surveys, internal audit, management review, corrective action and continual improvement.

It serves organizations setting up IT service management and those assessing it, including third parties. It was issued on 15 March 2018 and has applied since 1 October 2018.

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Document preview — GB/T 36074.2-2018

National Standard of the People's Republic of China

ICS: 35.080
Classification: L 77

Issued by: State Administration for Market Regulation; Standardization Administration of the PRC

Preface
1 Scope
2 Normative references
3 Terms and Definitions
4 Organization Environment
4.1 Understanding the Organization and Its Background
4.2 Understanding stakeholders' needs and expectations
4.3 Determining the scope of information technology service management system
4.4 Information Technology Service Management System
5 Leadership
5.1 Leadership and Commitment
5.2 Information Technology Service Management Policy
5.3 Responsibility and Coordination Communication
6 Planning
6.1 Countermeasures for Risks and Opportunities
6.2 Planning of Service Objectives and Service Management System
6.3 Change Plan
7 Support
7.1 Overview
7.2 Capital Investment
7.3 Human Resources and Staff Awareness
7.4 Equipment and Facilities
7.5 Information Resources
7.6 Formed Information
8 Run
8.1 Operation Planning
8.2 Determination of Service Requirements
8.3 Service Design and Development
8.4 Service Deployment
8.5 Service Operation
8.6 Service Termination
8.7 Control of externally supplied products and services
9 Performance Evaluation
9.1 Overview
9.2 Monitoring and Measurement
9.3 Customer Satisfaction Survey
9.4 Internal Audit
9.5 Management Review
10 Continuous Improvement
10.1 Overview
10.2 Nonconformity and Corrective Actions
10.3 Continuous Improvement

Foreword

GB/T 36074 "Information Technology Services Service Management" is divided into three parts.

--- Part 1. General requirements;

--- Part 2. Implementation Guidelines;

--- Part 3. Technical Requirements.

This section is Part 2 of GB/T 36074.

This section was drafted in accordance with the rules given in GB/T 1.1-2009.

1 Scope

This part of GB/T 36074 gives the organizational environment, leadership role, and strategy in the implementation of the general requirements for the management of information technology services. Requirements for planning, support, operations, performance evaluation, and continuous improvement. This section applies to.

a) Provide guidance for organizations to establish or improve the implementation methods and processes of IT service management;

b) provide reference for the evaluation of information technology service management delivered by organizations or information technology service providers;

c) Provide reference for third-party information technology service management evaluation.

2 Normative references

The following documents are indispensable for the application of this document. For dated references, only dated versions apply to this document. For undated references, the latest version (including all amendments) applies to this document.

GB/T 29264-2012 Information Technology Services Classification and Code

GB/T 33850-2017 Information Technology Service Quality Evaluation Index System

SJ/T 11435-2015 Information Technology Services Service Management Technical Requirements

SJ/T 11693.1-2017 Information Technology Services Service Management Part 1. General Requirements

3 Terms and definitions

The terms and definitions defined in SJ/T 11693.1-2017 and SJ/T 11435-2015 apply to this document.

3.1 Organization

A group of people and facilities where responsibilities, authorities, and relationships are arranged.

Examples. companies, groups, businesses, enterprises, research institutions, charities, agents, associations, or parts or combinations of these organizations.

Note 1. The arrangement is usually orderly.

Note 2. The organization can be public or private. [SJ/T 11693.1-2017, Definition 3.1]

3.2 Interested party

Individuals or groups that have an interest in the performance or achievements of the organization.

Examples. customers, owners, employees, service providers, banks, unions, partners, or society.

Note: A group may consist of one organization or part or multiple organizations. [SJ/T 11693.1-2017, Definition 3.4]

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This preview omits tables, figures, formulas and parts of the technical clauses. The complete document — 23 pages — is available in the English PDF.

Referenced standards

Normative references

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