GB/T 24405.2-2010 in English

《GB/T 24405.2-2010信息技术 服务管理 第2部分：实践规则》由TC28（全国信息技术标准化技术委员会）归口，TC28SC40（全国信息技术标准化技术委员会信息技术服务分会）执行，主管部门为国家标准化管理委员会。

Scope

This part of GB/T 24405 describes the quality standards for the management process of information technology services that are unanimously recognized by the industry. These service management processes deliver the best possible service within agreed resource levels to meet customer business requirements. That is, the service is professional, economical, and carries understandable and manageable risks. The variety of terminology used for the same process and between processes and functional groups can confuse new managers on the subject of service management. Misunderstood terminology can be a hindrance to establishing an effective process. There are tangible and important benefits to understanding terminology in light of this standard. This section recommends that service providers should adopt common terminology and a more consistent approach to service management. Standards provide a common basis for service improvement and a framework for use by providers of service management tools. As a process-based standard, this section is not intended for product evaluation. However, when organizations develop service management tools, products and systems, they can use Part 1 and this part of GB/T 24405 to help them develop tools, products and systems that support service management best practices. This part provides guidance for auditors and also helps service providers plan service improvement or conduct audits in accordance with GB/T 24405.1.