GB/T 36074.2-2018 (English Version)

Standard No.: GB/T 36074.2-2018
Language: Chinese, Available in English version
Release Date: 2018
Published By: General Administration of Quality Supervision, Inspection and Quarantine of the People‘s Republic of China
Latest: GB/T 36074.2-2018

Scope: This part of GB/T 36074 gives the organizational environment, leadership, planning, support, operation, performance evaluation and continuous improvement requirements during the implementation of general requirements for information technology service management. This part is applicable to: a) providing guidelines for organizations to establish or improve the implementation methods and processes of information technology service management; b) providing reference for the evaluation of information technology service management delivered by organizations or information technology service providers; The three parties carry out information technology service management evaluation to provide reference.

Introduction

Standard Framework and Technology Evolution

As the second part of the GB/T 36074 series of standards, this implementation guide maintains technical coordination with international standards such as ISO/IEC 20000. At the same time, combined with the characteristics of China's informatization construction, it innovatively proposes a five-stage model of the service life cycle (planning and design, deployment and implementation, service operation, continuous improvement, and supervision and management). For the first time, the standard integrates risk management throughout the entire service process, forming an ITSM implementation methodology with Chinese characteristics.

Analysis of core elements

Key chapters	Implementation points	Innovation requirements
4. Organizational environment	14 internal and external influencing factors need to be identified	Requirement to establish a dynamic review mechanism
6. Risk management	List of 9 types of response measures	Interfacing with ISO 31000 risk model
8. Service operation	Five major element management system	For the first time, the service quantitative billing specifications are clarified

Breakthrough in implementation difficulties

Service catalog construction case

The standard requires that the service catalog must include 12 elements such as service coding and security processing. A financial enterprise adopts a three-level classification system in its implementation:

Basic services (such as computer room operation and maintenance)
Platform services (such as middleware support)
Application services (such as business system maintenance)

By establishing a service level matrix, more than 200 services are accurately mapped to the GB/T 29264-2012 classification code.

Continuous improvement mechanism

The standard innovatively proposes a dual-cycle improvement model:

Tactical level: achieve progressive optimization through daily monitoring (9.2) and internal audit (9.4)
Strategic level: drive system-level changes through management review (9.5)

It is recommended that organizations establish an improvement opportunity assessment matrix and prioritize the six types of improvement opportunities identified in Clause 10.3 from the dimensions of impact/implementation difficulty.

GB/T 36074.2-2018 Referenced Document

GB/T 29264-2012 Information technology service.Classification and code
GB/T 33850-2017 Information technology service—Evaluation indicator system for service quality
SJ/T 11435-2015 Information technology service.Service management.Technical requirements
SJ/T 11693.1-2017 Information technology service.Service management.Part1:General requirements

GB/T 36074.2-2018 history

2018 GB/T 36074.2-2018 Information technology service.Service management.Part2:Implementation guide

GB/T 36074.2-2018