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Transcript of ISO 20000-1,2
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8/7/2019 ISO 20000-1,2
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ISO 20000 - BS 15000 -
ITIL, .
ITIL ISO 20000 :
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1.
ITIL Information Technology Infrastructure Library
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(Information Technology Service Management - ITSM)
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ITIL :
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Management Forum) ITIL
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EXIN ISEB
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(Business/IT Alignment) . VISO / IEC
. :
ITIL (Service Support)
ITIL (Service Delivery)
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(Service Desk)
(Incident Mangement )
(Problem Mangement)
( Configuration Mangement)
(Change Mangement)
(Relase Mangement)
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:
(Sevice Level Mangement)
(Financial Mangement for IT
Services )
(Capacity Mangement )
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(Service
Continuity Mangement)
(Availability Mangement )
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3 . BS 15000
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Institutuion (BSI)) ,
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BS15000 . BS15000 ITIL ,
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BS 15000 2000
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. BS 15000-1: 2002 ,
. (BS 15000-1)
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3 .1 BS 15000
BS 15000 ,
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BS 15000 ( ) . BS 15000-1
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BS15000-2 :
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BS 15000-1 .
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Best Practice
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Organizational Policies, Practices andProcedures
ISO/IEC/IEC 20000
ITIL
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ISO / IEC 20000 IT .
BS 15000 .
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ISO / IEC 20000 BS 15 000
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ITIL (IT
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ISO / IEC 20000 15.12 .2005 . .
4 .1. I SO / IEC 2 0000 -1
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4.1.2.
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4.1.4.
Plan-Do-Check-Act (PDCA)
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4.1.6.
4.1.6.1. Service Level Management ( )
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SLAs). SLAs
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4.1.6.6. .
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5.I SO/ IEC ITIL
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ITIL, ITIL Version 3 (ITIL V3 )
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5.1. I SO / IEC 2 0000
ISO / IEC 20000
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ISO / IEC 20000
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ISO / IEC 20000 ,
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ISO / IEC 20000
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1.Learning Works , qSTC: Osnove ITIL upravljanja IT uslugama , Beograd , septembar
2005
2. ISI/IEC JTC1/SC7 Softver and systems engineering: Revised draft of ISO/IEC DIS
20000-1 , IT service management Part 1:Specification for service management ,
Canada , september 2005
3 . ISI/IEC JTC1/SC7 Softver and systems engineering: Revised draft of ISO/IEC DIS
20000-2 , IT service management Part 2:Code of practice for service management ,
Canada , september 2005
4 . Stanislav Lisse: Menad ment uslugama u informacionim tehnologijama
5. http://www .google .mk/search ?q=iso/iec+20000-
1/2&hl=mk&biw=159 6 &bih= 7 00&prmd=ivns&ei=BoRMTZaoK8OcOuDI8SA&start=0&
sa=N
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................................ ................................ ................................ ................................ ............ 1
1. ................................ ................................ ................................ .............................. 2
2. ................................ ................................ ................................ ........................ 3
3 . BS 15000 ................................ ................................ ................................ ................................ .... 6
3 .1 BS 15000 ................................ ................................ ............................... 6
4 .ISO/IEC 20000 ................................ ................................ ................................ ............................. 9
4 .1. ISO / IEC 20000 -1 ................................ ................................ ........................... 10
4 .1.1. ................................ ................................ .................. 11
4 .1.2. ................................ ................................ ............................... 13
4 .1.3 . ................................ ................................ ......... 13
4 .1.3 .1. ................................ ................................ .............. 13
4 .1.3 .2. ................................ ................................ .................. 14
4 .1.3 .3 . , ................................ ................................ ...................... 14
4 .1.4 . ................................ . 15
4 .1. 5. ...................... 15
4 .1.6 . ................................ ................................ ............... 16
4 .1.6 .1. Service Level Management ( )......................... 16
4 .1. 6 .2. Service reporting ( )................................ ......................... 16
4 .1.6 .3 . ................................ .... 16
4 .1.6 .4 . ................................ ................................ ............ 17
4 .1.6 .5. ................................ ................................ .................. 17
4 .1.6 .6 . . ................................ ............... 18
4 .1.7 . ................................ ................................ ........................ 19
4 .1.7 .1. ................................ ................................ ...... 19
4 .1.7 .2. . ................................ ................................ ........... 20
4 .1.8 . ................................ ................................ ............................... 21
4 .1.8.1 ................................ ................................ .................. 21
4 .1.8.2. ................................ ................................ ................ 21
4 .1.9. ................................ ................................ ................................ ... 22
4 .1.9.1. ................................ ................................ ........... 22
4 .1.9.2. ................................ ................................ ................. 23
4 .1.10 . ( ) ................................ ................................ ............. 24
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4 .1.10 .1. ................................ .............................. 24
4 .2. ISO / IEC 20000-2 ................................ ................................ ......................... 25
4 .2.1. ................................ ................................ .............. 26
4 .2.2. ................................ ................................ ............................... 26
4 .2.3 . ................................ ................................ ........................... 27 4 .2. 3 ,1. ................................ ................................ .......... 27
4 .2.3 ,2. ................................ ................................ .................. 27
4 .2.3 ,3 . , ................................ ................................ .............. 28
4 .2.4 ................................ ...... 29
4 .2.4 ,1. ................................ ................................ ....... 29
4 .2.4 ,2. ( )................................ ................................ ................................ ................................ ......... 3 0
4.2.
4,3
. , ( )................................ ................ 3
04 .2.4 ,4 . ( )................................ ................................ 3 0
4 .2.4 .4 .1. ................................ ................................ ................................ ...... 3 0
4 .2.4 .4 .2. ................................ ................ 3 1
4 .2.5. ................................ . 3 1
4 .2.6 . ................................ ................................ ............... 3 2
6 ,1. Service Level Management ( )................................ . 3 2
6 .1.1. ................................ ................................ ............................... 3 2
6.1.2. (Service Level Agreements SLA ) . ..........................
32
6 .1.3 . (SLM)................................ ........... 33
4 .2.6 ,2. ................................ ................................ .................... 33
4 .2.6 .2.1. ................................ ................................ ................................ ...... 33
4 .2.6 .2.2. ......................... 3 4
4 .2.6 ,3 . ................................ 3 4
4 .2.6 ,4 . ................................ ................................ ............ 3 5
4 .2.6 ,5. ................................ ................................ ............... 3 5
4 .2.6 .6 . ................................ ................ 3 54 .2.7 . ................................ ................................ ................................ 3 5
4 .2.8. ................................ ................................ ............................... 3 6
4 .2.8.1. ................................ ................................ ................................ ................. 3 6
4 .2.8.2. ................................ ................................ .................. 3 7
4 .2.8.3 . ................................ ................................ ................. 3 8
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4 .2.9. ................................ ................................ ................................ .. 3 8
4 .2.9.1. ................................ ................................ ........... 3 8
4 .2.9.2. ................................ ................................ .................. 3 9
4 .2.10 . ( ) ................................ ................................ .............. 3 9
5.ISO/IEC ITIL................................ ................................ ................................ ............................ 4 15.1. ISO / IEC 20000 ................................ ................................ ................................ ........ 4 1
5.2. ISO/IEC 20000 ................................ ................................ ... 4 2
5.4 . ISO / IEC 20000 ................................ ....................... 4 2
................................ ................................ ................................ ................................ ..... 44
................................ ................................ ................................ ................ 4 5
