ISO20000新舊版標(biāo)準(zhǔn)差異概述

　　差異點(diǎn) 說(shuō)明 新增部分 ISO20000:1-2011 版新增了“建立變更管理策略”的要求;

　　ISO20000:1-2011 版要求所有的變更應(yīng)提交變更請(qǐng)求;

　　ISO20000:1-2011 版新增了“變更的開(kāi)發(fā)和測(cè)試”的要求。 優(yōu)化與完善部分

　　ISO20000:1-2011 版明確提出了變更管理的范圍，而 ISO20000:1-2005 版相對(duì)模糊;

　　ISO20000:1-2011 版強(qiáng)調(diào)要與客戶要就“緊急變更的定義”達(dá)成一致;

　　ISO20000:1-2011 版強(qiáng)調(diào)變更實(shí)施后要更新 CMDB 記錄;

　　對(duì)變更請(qǐng)求的分類要求上，ISO20000:1-2011 新版標(biāo)準(zhǔn)去除了 ISO20000:1-2005 版的分類舉例說(shuō)明(緊迫、緊急、重大、輕微);

　　對(duì)變更請(qǐng)求的評(píng)估標(biāo)準(zhǔn)方面，ISO20000:1-2011 新版標(biāo)準(zhǔn)，除“風(fēng)險(xiǎn)、影響和業(yè)務(wù)利益”外，增加了“服務(wù)要求、技術(shù)可行性和財(cái)務(wù)影響”等三個(gè)方面。

　　ISO20000新舊版標(biāo)準(zhǔn)變化度

　　ISO20000:1-2011 版本 控制點(diǎn) ISO20000:1-2005 版本 控制點(diǎn) 變化度 9.2 變更管理 24 9.2 變更管理 14 4

　　說(shuō)明：變化度是指新版標(biāo)準(zhǔn)該條款相對(duì)舊版標(biāo)準(zhǔn)要求的變化程度，按分值計(jì)量，5 分指變化程度最大，0 分指沒(méi)有變化。

　　ISO20000新舊版標(biāo)準(zhǔn)差異分析

　　ISO20000:1-2011版 ISO20000:1-2005版 差異分析 變更范圍 A change management policy shall be established that defines:

　　a) CIs which are under the control of change management;

　　b) criteria to determine changes with potential to have a major impact on services or the customer.

　　Removal of a service shall be classified as a change to a service with the potential to have a major impact.

　　Transfer of a service from the service provider to the customer or a different party shall be classified as a change with potential to have a major impact.

　　Requests for change classified as having the potential to have a major impact on the services or the customer shall be managed using the design and transition of new or changed services process.

　　All other requests for change to CIs defined in the change management policy shall be managed using the change management process. 應(yīng)建立變更管理策略，以定義：

　　a) 變更管理控制下的CI;

　　b) 對(duì)服務(wù)或客戶有潛在重大影響的變更的判斷標(biāo)準(zhǔn)。

　　服務(wù)的撤銷應(yīng)歸類為對(duì)服務(wù)有潛在的重大影響的變更。

　　將服務(wù)從服務(wù)提供者轉(zhuǎn)移到客戶或不同方應(yīng)被歸類為對(duì)服務(wù)有潛在的重大影響的變更。

　　對(duì)服務(wù)或客戶有潛在重大影響的變更請(qǐng)求應(yīng)通過(guò)設(shè)計(jì)和轉(zhuǎn)換新或變更的服務(wù)流程進(jìn)行管理。

　　變更管理策略中定義的CI 的所有其他變更請(qǐng)求應(yīng)采用變更管理流程進(jìn)行管理。 Service and infrastructure changes shall have a clearly defined and documented scope. ISO20000:1-2011版對(duì)變更管理的范圍有了更清晰的描述

　　ISO20000:1-2011版新增了“應(yīng)建立變更管理策略”的要求，并提出了具體的要求。 變更請(qǐng)求的管理 There shall be a documented procedure to record, classify, assess and approve requests for change.

　　All changes to a service or service component shall be raised using a request for change. Requests for change shall have a defined scope.

　　All requests for change shall be recorded and classified.

　　Requests for change shall be assessed using information from the change management process and other processes.

　　The service provider and interested parties shall make decisions on the acceptance of requests for change.

　　Decision-making shall take into consideration the risks, the potential impacts to services and the customer, service requirements, business benefits, technical feasibility and financial impact. 應(yīng)有文件化的程序以記錄、分類、評(píng)估和批準(zhǔn)變更請(qǐng)求。

　　對(duì)服務(wù)或服務(wù)組件的所有變更應(yīng)通過(guò)變更請(qǐng)求發(fā)起。變更請(qǐng)求應(yīng)有明確的范圍。

　　所有的變更請(qǐng)求應(yīng)被記錄和分類。

　　變更請(qǐng)求應(yīng)采用來(lái)自變更管理流程和其他流程的信息進(jìn)行評(píng)估。

　　服務(wù)提供者和利益相關(guān)方應(yīng)對(duì)變更請(qǐng)求是否接受做出決策。決策應(yīng)考慮風(fēng)險(xiǎn)、對(duì)服務(wù)和客戶的潛在影響、服務(wù)需求、業(yè)務(wù)利益、技術(shù)可行性和財(cái)務(wù)影響。 All requests for change shall be recorded and classified, e.g. urgent, emergency, major, minor.

　　Requests for changes shall be assessed for their risk, impact and business benefit.

　　ISO20000:1-2011版明確要求應(yīng)有文件化的變更請(qǐng)求管理程序。

　　ISO20000:1-2011版要求所有的變更應(yīng)提交變更請(qǐng)求。

　　新舊版對(duì)所有變更請(qǐng)求都要求被記錄與分類。

　　在變更請(qǐng)求的分類要求上，ISO20000:1-2011版去掉了ISO20000:1-2005版的分類舉例說(shuō)明(緊迫、緊急、重大、輕微)等內(nèi)容。

　　對(duì)變更請(qǐng)求的評(píng)估標(biāo)準(zhǔn)方面，ISO20000:1-2011版除“風(fēng)險(xiǎn)、影響和業(yè)務(wù)利益”外，增加了“服務(wù)要求、術(shù)可行性和財(cái)務(wù)影響”等三個(gè)方面的評(píng)估要素。

　　變更的實(shí)施 Approved changes shall be developed and tested.

　　A schedule of change containing details of the approved changes and their proposed deployment dates shall be established and communicated to interested parties.

　　The schedule of change shall be used as the basis for planning the deployment of releases.

　　The activities required to reverse or remedy an unsuccessful change shall be planned and, where possible, tested. The change shall be reversed or remedied if unsuccessful. 經(jīng)批準(zhǔn)的變更應(yīng)被構(gòu)建和測(cè)試。

　　應(yīng)建立變更日程安排，內(nèi)容包含被批準(zhǔn)實(shí)施的變更詳細(xì)信息及其建議的實(shí)施日期，并與利益相關(guān)方進(jìn)行溝通。變更日程安排應(yīng)作為發(fā)布部署計(jì)劃的基礎(chǔ)。

　　應(yīng)計(jì)劃在回退或補(bǔ)救不成功的變更時(shí)所必需的活動(dòng)，可能的話，應(yīng)進(jìn)行測(cè)試。如果變更不成功，應(yīng)進(jìn)行變更回退或補(bǔ)救。 Changes shall be approved and then checked, and shall be implemented in a controlled manner.

　　The scheduled implementation dates of changes shall be used as the basis for change and release scheduling. A schedule that contains details of all the changes approved for implementation and their proposed implementation dates shall be maintained and communicated to relevant parties.

　　The change management process shall include the manner in which the change shall be reversed or remedied if unsuccessful. ISO20000:1-2011版增加了“通過(guò)批準(zhǔn)的變更應(yīng)被構(gòu)建和測(cè)試”的要求。

　　關(guān)于變更的日程安排、不成功變更的回退或修復(fù)等方面的要求，新舊版本要求基本一致。 變更的回顧 Unsuccessful changes shall be investigated and agreed actions taken.

　　The service provider shall review changes for effectiveness and take actions agreed with interested parties.

　　Requests for change shall be analysed at planned intervals to detect trends.

　　The results and conclusions drawn from the analysis shall be recorded and reviewed to identify opportunities for improvement. 應(yīng)調(diào)查不成功的變更并采取經(jīng)協(xié)商確定的行動(dòng)。

　　服務(wù)提供者應(yīng)評(píng)審變更的有效性，并與相關(guān)方協(xié)商確定實(shí)施的行動(dòng)。

　　應(yīng)按照計(jì)劃的時(shí)間間隔分析變更請(qǐng)求，識(shí)別趨勢(shì)。分析所得的結(jié)果和結(jié)論應(yīng)被記錄和回顧以能發(fā)現(xiàn)改進(jìn)機(jī)會(huì)。 All changes shall be reviewed for success and any actions taken after implementation.

　　Change records shall be analysed regularly to detect increasing levels of changes, frequently recurring types, emerging trends and other relevant information. The results and conclusions drawn from change analysis shall be recorded. 關(guān)于變更回顧，新舊版標(biāo)準(zhǔn)要求基本一致。 緊急變更 The service provider shall document and agree with the customer the definition of an emergency change.

　　There shall be a documented procedure for managing emergency changes. 服務(wù)提供者應(yīng)記錄和與客戶協(xié)商確定緊急變更的定義。

　　應(yīng)有文件化的程序用于管理緊急變更。 There shall be policies and procedures to control the authorization and implementation of emergency changes. ISO20000:1-2011版強(qiáng)調(diào)要與客戶就“緊急變更的定義”達(dá)成一致。 與CMDB的關(guān)系 The CMDB records shall be updated following the successful deployment of changes. 變更成功部署后，應(yīng)隨之更新CMDB記錄。 無(wú) ISO20000:1-2011版強(qiáng)調(diào)變更實(shí)施后要更新CMDB記錄。 流程的改進(jìn) 無(wú) - Actions for improvement identified from change management shall be recorded and input into a plan for improving the service. ISO20000:1-2005版要求應(yīng)記錄本流程定義的改進(jìn)措施，并輸入服務(wù)改進(jìn)計(jì)劃。

　　雖然ISO20000:1-2011版中去除此要求，但是在標(biāo)準(zhǔn)引言部分中已經(jīng)明確提出了“將PDCA方法應(yīng)用于SMS中，包括服務(wù)管理流程和服務(wù)”，故在此不再要求。