ISO20000新舊版標(biāo)準(zhǔn)差異概述

　　差異點(diǎn) 說(shuō)明 新增部分 2011 版新增了應(yīng)識(shí)別服務(wù)的用戶的要求;

　　2011 版新增了“服務(wù)提供者應(yīng)與客戶建立溝通機(jī)制”的要求。 優(yōu)化與完善部分

　　2011 版為了與 ISO9000 保持一致，使用了相關(guān)方(interested parties)替代了利益相關(guān)者(stakeholders)術(shù)語(yǔ);

　　2011 版強(qiáng)調(diào)應(yīng)對(duì)每一個(gè)客戶指定一名專人負(fù)責(zé)客戶關(guān)系及滿意度;2005 版僅要求了對(duì)整個(gè)業(yè)務(wù)關(guān)系流程和服務(wù)滿意度指定負(fù)責(zé)人。

　　2011 版刪除了“至少每年一次”進(jìn)行服務(wù)評(píng)審的要求，改為了按照計(jì)劃的時(shí)間間隔進(jìn)行;

　　2011 版刪除了服務(wù)評(píng)審的內(nèi)容，將其修改為服務(wù)績(jī)效評(píng)價(jià);

　　2011 版在考慮實(shí)際執(zhí)行的基礎(chǔ)上，將 2005 版中關(guān)于合同和 SLA 的變更修改為“文件化的服務(wù)需求變更”的要求;

　　2011 版強(qiáng)調(diào)SLA的變更應(yīng)與服務(wù)級(jí)別管理流程相協(xié)調(diào);

　　2011 版進(jìn)一步明確了滿意度測(cè)量的方式(基于對(duì)服務(wù)的客戶和用戶進(jìn)行有代表性的抽樣)。

　　刪除部分 2011 版對(duì)服務(wù)評(píng)審的方式未做明確要求，2005 版要求召開服務(wù)會(huì)議和中間會(huì)議;

　　2011 版刪除了“應(yīng)存在客戶滿意度調(diào)查流程”的要求。

　　ISO20000新舊版標(biāo)準(zhǔn)變化度

　　2011 版本 控制點(diǎn) 2005 版本 控制點(diǎn) 變化度 7.1 業(yè)務(wù)關(guān)系管理 14 7.1 業(yè)務(wù)關(guān)系管理 14 3

　　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

　　2011版 2005版 差異分析 服務(wù)相關(guān)方的識(shí)別 The service provider shall identify and document the customers, users and interested parties of the services. 服務(wù)提供者應(yīng)識(shí)別并記錄服務(wù)的客戶、用戶及相關(guān)方。 The service provider shall identify and document the stakeholders and customers of the services. 2011版與ISO9000保持一致，使用了相關(guān)方(interested parties)替代了利益相關(guān)者(stakeholders)。

　　2011版中新增了應(yīng)識(shí)別服務(wù)的用戶。 客戶管理 For each customer, the service provider shall have a designated individual who is responsible for managing the customer relationship and customer satisfaction. 對(duì)于每一位客戶，服務(wù)提供者應(yīng)指定專職人員管理客戶關(guān)系和客戶滿意度。 The service provider shall have a named individual or individuals who are responsible for managing customer satisfaction and the whole business relationship process.

　　2011版中強(qiáng)調(diào)應(yīng)對(duì)每一位客戶指定一名專人負(fù)責(zé)客戶關(guān)系及滿意度。

　　2005版則要求對(duì)整個(gè)業(yè)務(wù)關(guān)系流程和服務(wù)滿意度指定負(fù)責(zé)人。

　　服務(wù)需求的獲取 The service provider shall establish a communication mechanism with the customer.

　　The communication mechanism shall promote understanding of the business environment in which the services operate and requirements for new or changed services.

　　This information shall enable the service provider to respond to these requirements. 服務(wù)提供者應(yīng)與客戶建立溝通機(jī)制。

　　溝通機(jī)制應(yīng)促進(jìn)對(duì)服務(wù)運(yùn)行的業(yè)務(wù)環(huán)境的理解以及對(duì)新的或變更的服務(wù)需求的理解。

　　相關(guān)信息應(yīng)促使服務(wù)提供者響應(yīng)這些需求。 The service provider shall remain aware of business needs and major changes in order to prepare to respond to these needs. 2011版和2005版都強(qiáng)調(diào)了要主動(dòng)獲取和響應(yīng)服務(wù)需求。但2011版新增了“服務(wù)提供者應(yīng)與客戶建立溝通機(jī)制”的要求。

　　2011版新增了服務(wù)需求理解與響應(yīng)的內(nèi)涵。 服務(wù)的評(píng)審 The service provider shall review the performance of the services at planned intervals, with the customer. 服務(wù)提供者應(yīng)與客戶按照計(jì)劃的時(shí)間間隔回顧所提供服務(wù)的執(zhí)行情況。 The service provider and customer shall attend a service review to discuss any changes to the service scope, SLA, contract (if present) or the business needs at least annually and shall hold interim meetings at agreed intervals to discuss performance, achievements, issues and action plans. These meetings shall be documented. Other stakeholders in the service may also be invited to the meetings. 2011版刪除了至少每年一次進(jìn)行服務(wù)評(píng)審的要求，改為了按照計(jì)劃的時(shí)間間隔進(jìn)行服務(wù)執(zhí)行情況回顧。

　　2011版對(duì)服務(wù)評(píng)審的方式未做明確要求，2005版要求召開服務(wù)會(huì)議和中間會(huì)議。 服務(wù)需求的變更 Changes to the documented service requirements shall be controlled by the change management process.

　　Changes to the SLAs shall be co-ordinated with the service level management process. 對(duì)文件化的服務(wù)需求的變更應(yīng)通過(guò)變更管理流程控制。對(duì) SLAs 的變更應(yīng)與服務(wù)級(jí)別管理流程相協(xié)調(diào)。 Changes to the contract(s), if present, and SLA(s) shall follow from these meetings as appropriate.

　　These changes shall be subject to the change management process. 2011版和2005版都強(qiáng)調(diào)了服務(wù)需求的變更應(yīng)納入變更管理流程進(jìn)行管理。

　　2011版將2005版中合同和SLA的變更修改為文件化的服務(wù)需求變更。

　　2011版強(qiáng)調(diào)SLA的變更應(yīng)與服務(wù)級(jí)別管理流程相協(xié)調(diào)。 服務(wù)投訴 The definition of a service complaint shall be agreed with the customer.

　　There shall be a documented procedure to manage service complaints from the customer.

　　The service provider shall record, investigate, act upon, report and close service complaints.

　　Where a service complaint is not resolved through the normal channels, escalation shall be provided to the customer. 服務(wù)投訴的定義應(yīng)與客戶協(xié)商確定。

　　應(yīng)有文件化的程序管理來(lái)自于客戶的服務(wù)投訴。

　　服務(wù)提供者應(yīng)記錄、調(diào)查、采取措施、報(bào)告和關(guān)閉服務(wù)投訴。

　　當(dāng)服務(wù)投訴不能通過(guò)常規(guī)渠道解決時(shí)，應(yīng)向客戶提供升級(jí)渠道。 There shall be a complaints process. The definition of a formal service complaint shall be agreed with the customer.

　　All formal service complaints shall be recorded by the service provider, investigated, acted upon, reported and formally closed.

　　Where a complaint is not resolved through the normal channels, escalation shall be available to the customer. 要求基本一致，2011版表達(dá)方式更加容易理解。 滿意度測(cè)量 The service provider shall measure customer satisfaction at planned intervals based on a representative sample of the customers and users of the services.

　　The results shall be analysed and reviewed to identify opportunities for improvement. 服務(wù)提供者應(yīng)按照計(jì)劃的時(shí)間間隔，基于對(duì)服務(wù)的客戶和用戶進(jìn)行有代表性的抽樣，調(diào)查客戶滿意度。

　　應(yīng)對(duì)結(jié)果進(jìn)行分析和回顧以識(shí)別改進(jìn)機(jī)會(huì)。 A process shall exist for obtaining and acting upon feedback from regular customer satisfaction measurements. Actions for improvement identified during this process shall be recorded and input into a plan for improving the service. 2011版刪除了“應(yīng)存在客戶滿意度調(diào)查流程”的要求。

　　2011版進(jìn)一步明確了滿意度測(cè)量的方式(基于對(duì)服務(wù)的客戶和用戶進(jìn)行有代表性的抽樣)。