ISO20000-1:2011标准 4.2设计和转换新的或变更的服务

　　4.2.1 新旧版标准差异概述

　　差异点 说明 新增部分 清晰定义了本流程管理的范围： 所有新的服务; 对服务或客户有潜在的重大影响的变更。 优化与完善部分

　　ISO20000:2011版较ISO20000:2005版对新的或变更的服务要求更加明确和具体，按照以下逻辑思路组织内容：

　　范围定义;(为 ISO20000:2011 版标准新增的要求)

　　规划环节;

　　设计与开发环节(为 ISO20000:2011 版标准新增的要求);

　　转换环节。

　　新的或变更的服务的“规划、设计、开发”在本流程管控范围内;

　　新的或变更的服务的“评估、批准、安排和回顾”由变更管理流程控制;

　　新的或变更的服务所影响的配置项(CIs)应由配置管理流程控制;

　　部署已批准的新的或变更的服务到实际运行环境中应由发布和部署管理流程控制。

　　4.2.2 新旧版标准变化度

　　ISO20000:2011 版本 控制点 ISO20000:2005 版本 控制点 变化度 5 设计并转换新的或变更的服务

　　5.1 总要求

　　5.2 规划新的或变更的服务

　　5.3 设计和开发新的或变更的服务

　　5.4 新服务或变更服务的转换 26 5 策划并实施新服务或变更的服务 7 3.75

　　说明：变化度是指新版标准该条款相对旧版标准要求的变化程度，按分值计量，5 分指变化程度最大，0 分指没有变化。

　　4.2.3 新旧版标准差异分析

　　ISO20000:2011版 ISO20000:2005版 差异分析 范围定义 5 Design and transition of new or changed services

　　5.1 General

　　The service provider shall use this process for all new services and changes to services with the potential to have a major impact on services or the customer. The changes that are in the scope of Clause 5 shall be determined by the change management policy agreed as part of the change management process. 5 设计和转换新的或变更的服务

　　5.1 总要求

　　服务提供者应使用此过程来管理所有对服务或客户存在潜在的重大影响的新服务和服务的变更。条款5范围内的变更应由协商确定的变更管理策略决定，变更管理策略作为变更管理流程的一部分。 无 ISO20000:2011版标准明确了本流程的管控范围：所有新的服务、对服务或客户有潜在的重大影响的变更。

　　ISO20000:2005版没有明确的范围表述，仅仅根据标题，只能看出“新的或变更的服务”的笼统定义。 与其他流程的关系 Assessment, approval, scheduling and reviewing of new or changed services in the scope of Clause 5 shall be controlled by the change management process. The CIs affected by new or changed services in the scope of Clause 5 shall be controlled by the configuration management process.

　　The release and deployment management process shall be used to deploy approved new or changed services into the live environment.

　　NOTE The need for a new service or a change to a service can originate from the customer, the service provider, an internal group or a supplier in order to satisfy business needs or to improve the effectiveness of the services. 评估、批准、日程安排和回顾条款5范围内的新的和变更的服务应由变更管理流程控制。条款5范围内新的或变更的服务所影响的配置项(CIs)应由配置管理流程控制。

　　发布和部署管理流程应被用于部署已批准的新的或变更的服务到实际运行环境中。

　　

　　注：新服务或服务的变更需求来源于客户、服务提供者、内部团队或供方，其目的是满足业务需求或者改进服务效果。 The implementation of new or changed services, including closure of a service, shall be planned and approved through formal change management. ISO20000:2011版标准明确了本流程应与变更管理、配置管理、发布与部署管理相关联。而ISO20000:2005版仅提到了与变更管理相关联。

　　ISO20000:2011版更明确和更清晰了新服务或变更服务管理流程与其他流程的关联性。

　　ISO20000:2011版明确了本流程与变更管理的具体关联关系，“评估、批准、安排和回顾”由变更管理控制，规划、设计和开发由本流程管控。而ISO20000:2005版的规定相对模糊，仅提出“新的或变更的服务(包括关闭)的实施应通过变更管理计划与批准。 规划环节 5.2 Plan new or changed services

　　The service provider shall identify the service requirements for the new or changed services. New or changed services shall be plannedto fulfill the service requirements.

　　Planning for the new or changed services shall be agreed with the customer and interested parties.

　　As input to planning, the service provider shall take into consideration the potential financial, organizational, and technical impact of delivering the new or changed services. The service provider shall also take into consideration the potential impact of the new or changed services on the SMS.

　　Planning for the new or changed services shall contain or include a reference to at least the following:

　　a) authorities and responsibilities for design, development and transition activities;

　　b) activities to be performed by theservice provider and other parties including activities across interfaces from the service provider to other parties;

　　c) communication to interested parties;

　　d) human, technical, information and financial resources;

　　e) timescales for planned activities;

　　f) identification, assessment and management of risks;

　　g) dependencies on other services;

　　h) testing required for the new or changed services;

　　i) service acceptance criteria;

　　j) expected outcomes from

　　delivering the new or changed services, expressed in measurable terms.

　　For services that are to be removed, the service provider shall plan for the removal of the service(s). Planning shall include the date(s) for the removal, archiving, disposal or transfer of data, documentation and service components. The service components can include infrastructure and applications with associated licences.

　　The service provider shall identify other parties who will contribute to the provision of service components for the new or changed services.

　　The service provider shall evaluate their ability to fulfil the service requirements. The results of the evaluation shall be recorded and necessary actions taken. 5.2 规划新的或变更的服务

　　服务提供者应识别新的或变更的服务的需求。应对新的或变更的服务进供者和其他相关方界面的活动;

　　c) 同利益相关方的沟通;

　　d) 人员、技术、信息以及财务资源;

　　e) 活动的时间进度;

　　f) 风险的识别、评估和管理;

　　g) 同其他服务的依从关系;

　　h) 新的或变更的服务的测试需求;

　　i) 服务接受准则;

　　j) 以可测量的术语表述的交付新的或变更的服务的预期结果。

　　针对将要被撤销的服务，服务提供者应做好撤销计划。撤销计划应包括撤销日期、存档、数据文档以及服务组件的销毁或迁移。

　　服务组件可以包括基础设施及具有授权许可的应用。

　　服务提供者应识别有助于为新的或变更的服务提供服务组件的其他相关方。

　　服务提供者应评估他们满足服务需求的能力。评估结果应被记录并采取必要的行动。 Proposals for new or changed services shall consider the cost, organizational, technical and commercial impact that could result from servicedelivery and management.

　　The plans shall include:

　　a) The roles and responsibilities for implementing, operating and maintaining the new or changed service including activities to be performed by customers and suppliers;

　　b) Changes to the existing service management framework and services;

　　c) Communication to the relevant parties;

　　d) New or changed contracts and agreements to align with the changes in business need;

　　e) Manpower and recruitment requirements;

　　f) Skills and training requirements, e.g. users, technical support;

　　g) Processes, measures, methods and tools to be used in connection with the new or changed service, e.g. capacity management, financial management;

　　h) Budgets and tie-scales;

　　i) Service acceptance criteria; and

　　j) The expected outcomes from operating the new service expressed in measurable terms. ISO20000:2011版标准新增了对撤销服务应做好计划的要求。 设计与开发环节 5.3 Design and development of new or changed services

　　The new or changed services shall be designed and documented to include at least:

　　a) authorities and responsibilities for delivery of the new or changed services;

　　b) activities to be performed by the service provider, customer and other parties for delivery of the new or changed services;

　　c) new or changed human resource requirements, including requirements for appropriate education, training, skills and experience;

　　d) financial resource requirements for delivery of the new or changed services;

　　e) new or changed technology to support the delivery of the new orchanged services;

　　f) new or changed plans and policies as required by this part of ISO/IEC 20000;

　　g) new or changed contracts and other documented agreements to align with changes in service requirements;

　　h) changes to the SMS;

　　i) new or changed SLAs;

　　j) updates to the catalogue of services;

　　k) procedures, measures and information to be used for the delivery of the new or changed services.

　　The service provider shall ensure that the design enables the new or changed services to fulfill the service requirements.

　　The new or changed services shall be developed in accordance with the documented design.

　　NOTE For further information about design, see the design and development process in ISO 9001:2008, Clause 7.3 or the architectural design process in ISO/IEC 15288:2008, Clause 6.4.3. 5.3 设计和开发新的或变更的服务

　　应设计新的或变更的服务，设计文件至少包括以下内容：

　　a) 交付新的或变更的服务的权力和职责;

　　b) 交付新的或变更的服务提供者、客户以及其他相关方执行的活动;

　　c) 新的或变更的服务对人力资源的需求，包括适当的教育、培训、技能和经验需求;

　　d) 交付新的或变更的服务的财务资源需求;

　　e) 支持新的或变更的服务交付所需要的新的或变更的技术;

　　f) 本标准所要求的新的或变更的计划和策略;

　　g) 新的或变更的合同和其他文件化的协议，以保持与服务需求的变化一致;

　　h) 对SMS的变更;

　　i) 新的或变更的SLAs;

　　j) 服务目录的更新;

　　k) 用于交付新的或变更的服务的程序、测量方式和信息。

　　服务提供者应确保所设计的新的或变更的服务能满足服务需求。

　　新的或变更的服务应依照设计文件进行开发。

　　注：关于服务设计的更多信息，请参照ISO9001:2008 条款7.3的“设计开发过程”内容，或参照ISO/IEC15288:2008条款6.4.3的“架构设计流程”内容。 无 ISO20000:2011版标准新增的内容。ISO20000:2011版更强调了对新服务或变更服务的设计与开发的要求。 转换环节 5.4 Transition of new or changed services

　　The new or changed services shall be tested to verify that they fulfill the service requirements and documented design.

　　The new or changed services shall be verified against service acceptance criteria agreed in advance by the service provider and interested parties. If the service acceptance criteria are notmet, the service provider and interested parties shall make a decision on necessary actions and deployment.

　　The release and deployment management process shall be used to deploy approved new or changed services into the live environment.

　　Following the completion of the transition activities, the service provider shall report to interested parties on the outcomes achieved against the expected outcomes. 5.4 新的或变更的服务的转换

　　新的或变更的服务应被测试，以验证其能否满足服务要求以及设计文件。

　　新的或变更的服务应依照服务提供者和利益相关方事先确定的服务接受准则进行验证。如果不符合服务接受准则，服务提供者和利益相关方应决定采取必要的行动和部署措施。

　　发布和部署管理流程应被用于部署已批准的新的或变更的服务到实际运行环境中。

　　转换活动完成后，服务提供者应向利益相关方报告所取得的结果，并与预期结果进行对比。 New or changed services shall be accepted by the service provider before being implemented into the live environment. ISO20000:2011版较ISO20000:2005版提出了更具体、更细化的要求，特别强调了要“按照服务接受准则进行验证”的要求。 评审环节 5.1 General

　　…….

　　The service provider shall review outputs from the planning and design activities for new or changed services against the agreed service requirements and the relevant requirements given inClauses 5.2 and 5.3. Based on the review, the service provider shall accept or reject the outputs. The service provider shall take necessary actions to ensure that the development and transition of the new or changed services can be performed effectively, using the accepted outputs. 5.1 总要求

　　……

　　服务提供者应评审新服务或变更的服务的规划和设计活动的输出，评审应依据协商确定的服务需求和条款5.2、5.3相关的要求。基于评审的结果，服务提供者应接受或拒绝规划和设计活动的输出。服务提供者应采取必要的行动以确保新服务或变更的服务的开发和转换能被有效执行，并运用了已被接受的规划和设计活动输出。 The service provider shall report on the outcomes achieved by the new or changed service against those planned following its implementation. A post implementation review comparing actual outcomesagainst those planned shall be performed through the change management process. ISO20000:2011版标准要求的评审环节主要是对规划和设计活动的结果进行评审。而ISO20000:2005版标准是要求对实施后的评审。

　　ISO20000:2011版标准考虑到对新的或变更的服务的实施由变更管理流程和发布与部署管理流程负责，故实施后的评审由变更管理流程负责。

　　ISO20000:2011版标准中本流程与变更管理流程间的关系更加清晰了。