Thuật ngữ và định nghĩa tiêu chuẩn ISO/IEC 20000-1: 2018 P.2

Thuật ngữ và định nghĩa trong ISO/IEC 20000-1: 2018 P.2


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3. Terms and definitions 



For the purposes of this document, the following terms and definitions apply. 
ISO and IEC maintain terminological databases for use in standardization at the following addresses: 
— IEC Electropedia: available at http:/ /www.electropedia.org/ 
— ISO Online browsing platform: available at https:/ /www.iso.org/obp

3.2 Terms specific to service management 


3.2 ​​Thuật ngữ liên quan đến quản lý dịch vụ


3.2.1 
asset 
item, thing or entity that has potential or actual value to an organization (3.1.14) 
Note 1 to entry: Value can be tangible or intangible, financial or non-financial, and includes consideration of risks (3.1.20) and liabilities. It can be positive or negative at different stages of the asset life. 
Note 2 to entry: Physical assets usually refer to equipment, inventory and properties owned by the organization. Physical assets are the opposite of intangible assets, which are non-physical assets such as leases, brands, digital assets, use rights, licences, intellectual property rights, reputation or agreements. 
Note 3 to entry: A grouping of assets referred to as an asset system could also be considered as an asset. 
Note 4 to entry: An asset can also be a configuration item (3.2.2). Some configuration items are not assets. 
[SOURCE: ISO/IEC 19770-5:2015, 3.2, modified — Note 4 to entry contains new content.] 
3.2.2 
configuration item 
CI element that needs to be controlled in order to deliver a service (3.2.15) or services 
3.2.3 
customer 
organization (3.1.14) or part of an organization that receives a service (3.2.15) or services EXAMPLE Consumer, client, beneficiary, sponsor, purchaser. 
Note 1 to entry: A customer can be internal or external to the organization delivering the service or services. 
Note 2 to entry: A customer can also be a user (3.2.28). A customer can also act as a supplier. 
3.2.4 
external supplier 
another party that is external to the organization that enters into a contract to contribute to the planning, design, transition (3.2.27), delivery or improvement of a service (3.2.15), service component (3.2.18) or process (3.1.18) 
Note 1 to entry: External suppliers include designated lead suppliers but not their sub-contracted suppliers. 
Note 2 to entry: If the organization in the scope of the SMS is part of a larger organization, the other party is external to the larger organization.
3.2.5 
incident 
unplanned interruption to a service (3.2.15), a reduction in the quality of a service or an event that has not yet impacted the service to the customer (3.2.3) or user (3.2.28) 
3.2.6 
information security 
preservation of confidentiality, integrity and availability of information 
Note 1 to entry: In addition, other properties such as authenticity, accountability, non-repudiation and reliability can also be involved. 
[SOURCE: ISO/IEC 27000:2018, 3.28] 
3.2.7 
information security incident 
single or a series of unwanted or unexpected information security (3.2.6) events that have a significant probability of compromising business operations and threatening information security 
[SOURCE: ISO/IEC 27000:2018, 3.31] 
3.2.8 
internal supplier 
part of a larger organization (3.1.14) that is outside the scope of the SMS (3.2.23) that enters into a documented agreement to contribute to the planning, design, transition (3.2.27), delivery or improvement of a service (3.2.15), service component (3.2.18) or process (3.1.18) 
EXAMPLE Procurement, infrastructure, finance, human resources, facilities. 
Note 1 to entry: The internal supplier and the organization in the scope of the SMS are both part of the same larger organization. 
3.2.9 
known error 
problem (3.2.10) that has an identified root cause or a method of reducing or eliminating its impact on a service (3.2.15) 
3.2.10 
problem 
cause of one or more actual or potential incidents (3.2.5) 
3.2.11 
procedure 
specified way to carry out an activity or a process (3.1.18) 
Note 1 to entry: Procedures can be documented or not. 
[SOURCE: ISO 9000:2015, 3.4.5] 
3.2.12 
record, noun 
document stating results achieved or providing evidence of activities performed 
EXAMPLE Audit (3.1.1) reports, incident (3.2.5) details, list of training delegates, minutes of meetings. 
Note 1 to entry: Records can be used, for example, to formalize traceability and to provide evidence of verification, preventive action and corrective action (3.1.5). 
Note 2 to entry: Generally, records need not be under revision control. 
[SOURCE: ISO 9000:2015, 3.8.10, modified — EXAMPLE has been added.]
3.2.13 
release, noun 
collection of one or more new or changed services (3.2.15) or service components (3.2.18) deployed into the live environment as a result of one or more changes 
3.2.14 
request for change 
proposal for a change to be made to a service (3.2.15), service component (3.2.18) or the SMS (3.2.23) Note 1 to entry: A change to a service includes the provision of a new service, transfer of a service or the removal of a service that is no longer required. 

3.2 ​​Thuật ngữ liên quan đến quản lý dịch vụ


3.2.15 
service 
means of delivering value for the customer (3.2.3) by facilitating outcomes the customer wants to achieve 
Note 1 to entry: Service is generally intangible. 
Note 2 to entry: The term service as used in this document means the service or services in the scope of the SMS (3.2.23). Any use of the term service with a different intent is distinguished clearly. 
3.2.16 
service availability 
ability of a service (3.2.15) or service component (3.2.18) to perform its required function at an agreed time or over an agreed period of time 
Note  1  to  entry:  Service availability can be expressed as a ratio or percentage of the time that the service or service component is actually available for use compared to the agreed time. 
3.2.17 
service catalogue 
documented information about services that an organization provides to its customers 
3.2.18 
service component 
part of a service (3.2.15) that when combined with other elements will deliver a complete service 
EXAMPLE Infrastructure, applications, documentation, licences, information, resources, supporting services. Note 1 to entry: A service component can include configuration items (3.2.2), assets (3.2.1) or other elements. 
3.2.19 
service continuity 
capability to deliver a service (3.2.15) without interruption, or with consistent availability as agreed 
Note 1 to entry: Service continuity management can be a subset of business continuity management. ISO 22301 is a management system standard for business continuity management. 
3.2.20 
service level agreement 
SLA 
documented agreement between the organization (3.1.14) and the customer (3.2.3) that identifies services (3.2.15) and their agreed performance 
Note  1  to entry:  A service level agreement can also be established between the organization and an external supplier (3.2.4), an internal supplier (3.2.8) or a customer acting as a supplier. 
Note 2 to entry: A service level agreement can be included in a contract or another type of documented agreement. 
3.2.21 
service level target 
specific measurable characteristic of a service (3.2.15) that an organization (3.1.14) commits to
3.2.22 
service management 
set of capabilities and processes (3.1.18) to direct and control the organization’s (3.1.14) activities and resources for the planning, design, transition (3.2.27), delivery and improvement of services (3.2.15) to deliver value (3.2.29) 
Note 1 to entry: This document provides a set of requirements that are split into clauses and sub-clauses. Each organization can choose how to combine the requirements into processes. The sub-clauses can be used to define the processes of the organization’s SMS. 
3.2.23 
service management system 
SMS 
management system (3.1.9) to direct and control the service management (3.2.22) activities of the organization (3.1.14) 
Note  1  to  entry:  An SMS includes service management policies (3.1.17), objectives (3.1.13), plans, processes (3.1.18), documented information and resources required for the planning, design, transition (3.2.27), delivery and improvement of services to meet the requirements (3.1.19) specified in this document. 
3.2.24 
service provider 
organization (3.1.14) that manages and delivers a service (3.2.15) or services to customers (3.2.3) 
3.2.25 
service request 
request for information, advice, access to a service (3.2.15) or a pre-approved change 
3.2.26 
service requirement 
needs of customers (3.2.3), users (3.2.28) and the organization (3.1.14) related to the services (3.2.15) and the SMS (3.2.23) that are stated or obligatory 
Note 1 to entry: In the context of an SMS (3.2.23), service requirements are documented and agreed rather than generally implied. There can also be other requirements such as legal and regulatory requirements. 
3.2.27 
transition 
activities involved in moving a new or changed service (3.2.15) to or from the live environment 
3.2.28 
user 
individual or group that interacts with or benefits from a service (3.2.15) or services 
Note 1 to entry: Examples of users include a person or community of people. A customer (3.2.3) can also be a user. 
3.2.29 
value 
importance, benefit or usefulness 
EXAMPLE Monetary value, achieving service outcomes, achieving service management (3.2.22) objectives (3.1.13), customer retention, removal of constraints. 
Note 1 to entry: The creation of value from services (3.2.15) includes realizing benefits at an optimal resource level while managing risk (3.1.20). An asset (3.2.1) and a service (3.2.15) are examples that can be assigned a value.

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