ISO20000新舊版標(biāo)準(zhǔn)差異概述
| 差異點(diǎn) | 說明 |
| 優(yōu)化與完善部分 | 2011版強(qiáng)調(diào)每一個供應(yīng)商都需要有專人負(fù)責(zé)管理，且明確了管理內(nèi)容（關(guān)系、合同及績效），代替了2005版中“要有一名合同經(jīng)理”的要求； |
| 刪除部分 | 2011版刪除了“文件化供應(yīng)商管理程序”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 |
| 7.2 供應(yīng)商管理 | 12 | 7.2 供應(yīng)商管理 | 14 | 2 |
說明：變化度是指新版標(biāo)準(zhǔn)該條款相對舊版標(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 分指沒有變化。
ISO20000新舊版標(biāo)準(zhǔn)差異分析
| 2011版 | 2005版 | 差異分析 | ||
| 供應(yīng)商關(guān)系的管理 | The service provider may use suppliers to implement and operate some parts of the service management processes. An example of supply chain relationships is illustrated in Figure 3. For each supplier, the service provider shall have a designated individual who is responsible for managing the relationship, the contract and performance of the supplier. | 服務(wù)提供者可以將服務(wù)管理流程的一部分交由供應(yīng)商去實(shí)施和運(yùn)行。 供應(yīng)鏈關(guān)系示例如圖3。 對于每一個供應(yīng)商，服務(wù)提供者應(yīng)有一個指定的人員負(fù)責(zé)管理供應(yīng)商關(guān)系、合同和績效。 | The service provider shall have documented supplier management processes and shall name a contract manager responsible for each supplier. | 2011版本刪除了文件化供應(yīng)商管理程序的要求。 2011版強(qiáng)調(diào)每一個供應(yīng)商都需要有專人負(fù)責(zé)管理，且明確了管理內(nèi)容供應(yīng)商關(guān)系、合同及績效的要求，代替了2005版中“要有一個合同經(jīng)理”的要求。 |
| 合同的簽署 | The service provider and the supplier shall agree a documented contract. The contract shall contain or include a reference to: a) scope of the services to be delivered by the supplier; b) dependencies between services, processes and the parties; c) requirements to be fulfilled by the supplier; d) service targets; e) interfaces between service management processes operated by the supplier and other parties; f) integration of the supplier's activities within the SMS; g) workload characteristics; h) contract exceptions and how these will be handled; i) authorities and responsibilities of the service provider and the supplier; j) reporting and communication to be provided by the supplier; k) basis for charging; l) activities and responsibilities for the expected or early termination of the contract and the transfer of services to a different party. | 服務(wù)提供者應(yīng)與供應(yīng)商簽署文件化的合同。 合同應(yīng)具有或包括以下參考內(nèi)容： a) 供應(yīng)商所交付服務(wù)的范圍； b) 服務(wù)、流程和相關(guān)方之間的依賴關(guān)系； c) 供應(yīng)商所需滿足的要求； d) 服務(wù)目標(biāo)； e) 供應(yīng)商和其他相關(guān)方所執(zhí)行服務(wù)管理流程之間的接口； f) 將供應(yīng)商活動整合到SMS 中； g) 工作量特性； h) 合同例外及其如何處理； i) 服務(wù)提供者和供應(yīng)商的權(quán)利和職責(zé)； j) 供應(yīng)商所需提供的報告和交流信息； k) 收費(fèi)依據(jù)； l) 合同預(yù)期結(jié)束或提前結(jié)束并向他方轉(zhuǎn)移服務(wù)的活動和職責(zé)。 | The requirements, scope, level of service and communication processes to be provided by the supplier(s) shall be documented in SLAs or other documents and agreed by all parties. The interfaces between processes used by each party shall be documented and agreed. A process shall be in place to deal with the expected end of service, early end of the service or transfer of service to another party. | 2011版和2005版都強(qiáng)調(diào)了雙方之間的責(zé)權(quán)關(guān)系應(yīng)文件化。 |
| SLA要求的傳遞 | The service provider shall agree with the supplier service levels to support and align with the SLAs between the service provider and the customer. | 服務(wù)提供者應(yīng)與供應(yīng)商就服務(wù)級別達(dá)成一致，以支持和保證服務(wù)提供者和客戶之間的服務(wù)級別協(xié)議。 | SLAs with the suppliers shall be aligned with the SLA(s) with the business. | 新舊版本要求基本一致，2011版表達(dá)方式更加容易理解。 |
| 分包方的管理 | The service provider shall ensure that roles of, and relationships between, lead and sub-contracted suppliers are documented. The service provider shall verify that lead suppliers are managing their sub-contracted suppliers to fulfil contractual obligations. | 服務(wù)提供者應(yīng)確保主供應(yīng)商與分包方之間的職責(zé)和關(guān)系文件化。 服務(wù)提供者應(yīng)核實(shí)主供應(yīng)商為滿足合同義務(wù)而對其分包方進(jìn)行管理。 | All roles and relationships between lead and subcontracted suppliers shall be clearly documented. Lead suppliers shall be able to demonstrate processes to ensure that subcontracted suppliers meet contractual requirements. | 2011版刪除了至少每年一次進(jìn)行服務(wù)評審的要求，改為了按照計(jì)劃的時間間隔進(jìn)行服務(wù)執(zhí)行情況回顧。 2011版對服務(wù)評審的方式未做明確要求，2005版要求召開服務(wù)會議和中間會議。 |
| 供應(yīng)商績效的監(jiān)控和回顧 | The service provider shall monitor the performance of the supplier at planned intervals. The performance shall be measured against service targets and other contractual obligations. Results shall be recorded and reviewed to identify the causes of nonconformities and opportunities for improvement. The review shall also ensure that the contract reflects current requirements. | 服務(wù)提供者應(yīng)按照計(jì)劃的時間間隔監(jiān)控供應(yīng)商的績效。 績效應(yīng)依據(jù)服務(wù)目標(biāo)和其他合同義務(wù)進(jìn)行度量。 結(jié)果應(yīng)被記錄和評審以識別不符合的原因和改進(jìn)機(jī)會。 評審也應(yīng)確保合同反映了當(dāng)前的要求。 | A process shall be in place for a major review of the contract or formal agreement at least annually to ensure that business needs and contractual obligations are still being met. Performance against service level targets shall be monitored and reviewed. Actions for improvement identified during this process shall be recorded and input into a plan for improving the service. | 新舊版本要求基本一致，只是在時間周期上，2011版中用“計(jì)劃的時間間隔”替代了“至少每年進(jìn)行一次”。 |
| 合同的變更 | Changes to the contract shall be controlled by the change management process. | 合同的變更應(yīng)通過變更管理流程控制。 | Changes to the contract(s), if present, and SLA(s) shall follow from these reviews as appropriate or at other times as required. Any changes shall be subject to the change management process. | 新舊版本要求基本一致。 |
| 合同糾紛的處理 | There shall be a documented procedure to manage contractual disputes between the service provider and the supplier. | 應(yīng)具備管理服務(wù)提供者和供應(yīng)商之間合同糾紛的文件化程序。 | A process shall exist to deal with contractual disputes. | 新舊版本要求基本一致，2011版表達(dá)方式更加容易理解。 |
NOTE 1 The scope of the supplier management process excludes the selection of suppliers and the procurement of services.
注1：供應(yīng)商管理流程的范圍不包括供應(yīng)商的選擇和服務(wù)的采購。
NOTE 2 Further examples of supply chain relationships are shown in ISO/IEC TR 20000-3.
注2：供應(yīng)鏈關(guān)系的更進(jìn)一步的示例在ISO/IEC TR 20000-3中展示。
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