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2005年,国际标准化组织(ISO)及国际电工委员会(IEC)基于BS 15000,发布了IT服务管理体系标准(ISO/IEC 20000-1:2005)。然而,由于ISO 20000是新生事物,流程众多,如何审核企业是否满足ISO20000的各项条款是审核员在审核时需要面对的问题。为此,文章提出了文化维、业务维、过程活动维以及顾客维等多维度的ISO 20000审核方法,通过4个维度审核组织IT服务实施与ISO 20000标准的符合性。实践证明该方法是有效的。
In 2005, the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC) released the IT Service Management System Standard (ISO / IEC 20000-1: 2005) based on the BS 15000. However, since ISO 20000 is a newcomer and has many processes, how to audit whether or not an enterprise meets the requirements of ISO20000 is an issue that auditors should face when auditing. To this end, the paper proposes a multidimensional ISO 20000 audit method such as cultural dimension, business dimension, process activity dimension and customer dimension, and reviews the conformity of ISO service with ISO 20000 in 4 dimensions. Practice has proved that the method is effective.