B THNG TIN V TRUYN THNG

---------

THUYT MINH B D THO TIU CHUN QUC GIA

V QUN L DCH V CNG NGH THNG TIN
----CNG NGH THNG TIN - QUN L DCH V - PHN 1:
CC YU CU
CNG NGH THNG TIN QUN L DCH V - PHN 2:
QUY TC THC HNH

H NI - 2010

MC LC
1 Gii thiu...............................................................................................................4
1.1 Mc ch xy dng tiu chun ......................................................................4
1.2 Cc ni dung nghin cu ........................................................................4
2 Tnh hnh tiu chun ha v qun l dch v cng ngh thng tin trong nc v
ngoi nc................................................................................................................4
2.1. Cc tiu chun quc t, khu vc v qun l dch v cng ngh thng tin....4
2.2. Cc quy nh, quy chun k thut ca Vit Nam v qun l dch v Cng
ngh thng tin ......................................................................................................5
3. La chn ti liu xy dng tiu chun ...........................................................5
4. Gii thiu v b tiu chun ISO/IEC 20000:2005..............................................11
4.1. Gii thiu chung..........................................................................................11
4.2. Tm tt ni dung..........................................................................................11
4.3. Tnh hnh ng dng tiu chun ISO/IEC 20000 trn th gii......................16
4.4. Tnh hnh p dng tiu chun ISO/IEC 20000:2005 ti Vit Nam..............16
4.5. Li ch khi p dng ISO 20000:2005 .........................................................16
5. Xy dng d tho tiu chun............................................................................17

1
1.1

Gii thiu
Mc ch xy dng tiu chun

Nhm xy dng mt ti liu tiu chun v cc yu cu i vi vic qun l dch v cng

ngh thng tin v cc quy tc thc hnh qun l dch v cng ngh thng tin, khuyn
khch cc nh cung cp dch v cng ngh thng tin ti Vit Nam p dng cung cp
dch v vi cht lng tt nht cho khch hng.
1.2

Cc ni dung nghin cu

B Thng tin v Truyn thng giao Vin Khoa hc K thut Bu in nghin cu xy

dng d tho tiu chun quc gia v qun l dch v cng ngh thng tin t nm 2009
trong khun kh ti nghin cu khoa hc cp B m s 89-09-KHKT-TC Xy dng
tiu chun Cng ngh thng tin - Qun l dch v - c tnh v quy trnh k thut.
Nhm thc hin nghin cu c nhng kt qu nghin cu tp hp tm tt phn di
y.
2
Tnh hnh tiu chun ha v qun l dch v cng ngh thng tin trong nc
v ngoi nc
2.1.

Cc tiu chun quc t, khu vc v qun l dch v cng ngh thng tin

Cc t chc vin thng quc t v cc quc gia nghin cu v a ra nhiu ti liu,

tiu chun trong lnh vc cng ngh thng tin nh:

ISO/IEC 15408 Information Technology - Security Techniques - Evaluation Criteria

for IT Security.

ISO/IEC 18028 Information technology - Security techniques - IT network security.

ISO/IEC 18045:2005. Information technology - Security Techniques - Methodology

for IT Security Evaluation.

ISO/IEC 27000 Information technology - Security techniques - Information security

management systems.

ISO/IEC FDIS 19790. Information Technology - Security Techniques - Security

Requirements for Cryptographic Modules.

ISO/IEC NP 24759. Information Technology - Security Techniques test

Requirements for Cryptographic Modules.

ISO/IEC TR 15443-1:2005 Information technology - Security techniques - A

framework for IT security assurance.

ISO/IEC 20000-2005: Information Technology - Service Management- Part 1:

Specification and Part 2: Code of Practice.

ITIL (Information Technology Infrastructure Library - Th vin h tng c s

CNTT).

COBIT (Control Objectives for Information and Related Technology)

2.2.

Cc quy nh, quy chun k thut ca Vit Nam v qun l dch v Cng
ngh thng tin

B Thng tin v Truyn thng cha ban hnh quy chun k thut no v qun l dch v
cng ngh thng tin.
Mt s tiu chun quc gia lin quan n lnh vc cng ngh thng tin gm c:
TCVN 7319-1: 2003 ISO/IEC 9995-1: 1994 (E) Cng ngh thng tin - B tr bn phm
dng cho h thng vn bn v vn phng - Phn 1: Nguyn tc chung v b tr bn phm.
TCVN 7319-2: 2003 ISO/IEC 9995-2: 1994 (E) Cng ngh thng tin - B tr bn phm
dng cho h thng vn bn v vn phng - Phn 2: Khi ch - s.
TCVN 7319-5: 2003 ISO/IEC 9995-5: 1994 (E) Cng ngh thng tin - B tr bn phm
dng cho h thng vn bn v vn phng - Phn 3: Khi bin tp.
TCVN ISO 27001:2009: Cng ngh thng tin - H thng qun l an ton thng tin. Tiu
chun ny c th p dng cho tt c cc loi hnh t chc (nh cc doanh nghip, cc c
quan chnh ph, t chc phi li nhun).
TCVN 8066:2009 Cng ngh thng tin Khun dng chng th s
TCVN 8067:2009 Cng ngh thng tin Khun dng danh sch chng th s b thu hi
TCVN 7562:2005 Cng ngh thng tin. M thc hnh qun l an ninh thng tin
TCVN 7563-1:2005 Cng ngh thng tin. T vng. Phn 1: Thut ng c bn
TCVN 7563-4:2005 Cng ngh thng tin. T vng. Phn 4: T chc d liu
TCVN 7563-8:2005 Cng ngh thng tin. T vng. Phn 8: An ninh
Lut cng ngh thng tin do Quc hi nc Cng ha x hi ch ngha Vit Nam kha
XI, k hp th 09 thng qua thng 11 nm 2006.
3. La chn ti liu xy dng tiu chun
3.1. Phn tch cc ti liu tiu chun
Hin nay trn th gii c mt s m hnh qun l dch v CNTT ang c p dng mt
cch thng dng trn th gii nh: ITIL, CobiT v tiu chun mi nht v CNTT hin nay
l ISO/IEC 20000:2005

ITIL (Information Technology Infrastructure Library - Th vin h tng c s

CNTT):
y l m hnh qun l IT theo chun Anh: m t ton din cc quy trnh lin quan n
vic qun l CNTT. ITIL c pht trin u tin bi CCTA - mt c quan chnh ph ca
Anh. Nhng n nay n c tha nhn v s dng ph bin trn ton th gii nh l
mt chun thc hnh trong vic cung cp dch v cng ngh thng tin (IT Service). Mc
d ITIL bao trm trn mt s lnh vc khc nhau nhng n c tp trung ch yu trong
lnh vc qun l dch v cng ngh thng tin. Hin nay ITIL c coi nh tiu chun mc
nh p dng cho vic qun l cht lng dch v cho h thng CNTT v c p dng
rng ri ti rt nhiu cng ty, t chc nh Microsoft, IBM, HP, doanh nghip ANZ, Bank

of America, ABN-AMRO Bank, Bank of Canada, HSBC, Ngn hng VPBank, Ngn
hng VIB, Techcombank,..
ITIL mnh v cc quy trnh h tr v quy trnh cung cp dch v IT nhng yu trong cc
quy trnh kim sot an ton.
ITIL ch yu tp trung h thng ha qun l cc hot ng IT theo cc nhm dch v.

COBIT (Control Objectives for Information and Related Technology): y l m

hnh qun l IT theo chun M.
CoBiT l mt chun quc t v qun l CNTT gm nhng thc hnh (khung) tt nht v
qun l CNTT do ISACA v ITGI xy dng nm 1996. CoBiT cung cp cho cc nh
qun l, nhng ngi kim tra v nhng ngi s dng IT mt lot cc php o, dng c
o, cc quy trnh v cc hng dn thc hnh tt nht gip h tng ti a li nhun
thng qua vic s dng cng ngh thng tin v gip h qun l v kim sot IT trong
cng ty.
Mc ch ca CoBiT l nghin cu, pht trin, qung b v xc tin mt tp hp cc
mc tiu kim sot CNTT c chp nhn ph bin cc nh qun l doanh nghip v
nhng ngi kim tra s dng hng ngy.

ISO/IEC 20000: 2005

ISO/IEC 20000:2005 c ban hnh nhm p ng cc nhu cu ca khch hng trn th

gii v cung cp kin thc chung v qun l cc dch v cng ngh thng tin ton cu.
Tiu chun ny bao gm cc kha cnh ca qun l dch v cng ngh thng tin gip cc
nh cung cp dch v hiu lm cch no nng cao cht lng dch v cho khch hng
(trong v ngoi doanh nghip). Tiu chun ny gm 02 phn:
Phn 1 - Quy nh i vi qun l dch v - cung cp cc yu cu cho qun l dch v
cng ngh thng tin v c trch nhim thc hin v duy tr qun l dch v cng ngh
thng tin trong doanh nghip. Cc doanh nghip c th p dng h thng qun l dch v
cng ngh thng tin c lp tun th theo cc yu cu ca tiu chun ISO/IEC 200001:2005.
Phn 2 Quy tc thc hnh i vi qun l dch v. a ra hng dn cho cc chuyn
gia nh gi ni b v gip cho cc nh cung cp dch v ln k hoch ci thin cht
lng dch v chun b cho cc cuc nh gi da trn tiu chun ISO/IEC 200001:2005.
ISO/IEC 20000 c xy dng da trn BS 15000. ISO/IEC 20000 v BS 15000 c s
khc bit khng ng k, nhng s khc bit ca tiu chun ISO/IEC 20000 ph hp vi
cc khch hng quc t, c cu v s nh dng ca tiu chun c thay i, s nht
qun gia phn 1 v phn 2, s chun ho ca cc iu khon v s r rng mch lc ca
vn bn.
ISO/IEC 20000 thch hp vi mi loi hnh ca doanh nghip v gip cho doanh nghip:
- Gim thiu ri ro trong qung b hot ng ca doanh nghip
- p ng cc yu cu khi tham gia u thu

- m bo cht lng dch v

- Mang li dch v tt nht cho doanh nghip
ISO/IEC 20000:2005 gm tp hp cc t liu h tr cho cc quy trnh:
Quy trnh cung ng (phn phi) dch v - Service Delivery Processes
+ Qun l dung lng
+ Qun l tnh sn sng v tnh lin tc ca dch v
+ Qun l mc dch v
+ Lp bo co dch v.
+ Qun l an ton thng tin
+ Lp d tho ngn sch v tnh ton chi ph cho cc dch v IT
Quy trnh to lp mi quan h - Relationship Processes:
+ Qun l quan h kinh doanh
+ Qun l nh phn phi
Quy trnh iu khin (kim sot) - Control Processes
+ Qun l cu hnh
+ Qun l thay i
Quy trnh gii quyt vn - Resolution Processes:
+ Qun l s c
+ Qun l vn
Quy trnh sn xut phn mm
+ Qun l phn mm

3.2. Bng so snh cc m hnh qun l CNTT

CoBiT

ITIL

ISO/IEC 20000

y l chun qun l CNTT theo chun y l b ti liu hng dn xy dng

M do ISACA v ITGI xy dng nm Quy trnh Cung cp v Qun l dch v
1996
CNTT. B ti liu ny c s dng
xy dng nn tng c bn v p dng mt
cch bi bn vic qun l dch v CNTT.

y l chun mi v qun l dch v

CNTT, c t chc tiu chun ho quc
t (ISO) cng vi y ban k thut in
quc t (IEC) ban hnh ngy 15/12/2005.
Tiu chun ny thay th cho tiu chun c
ITIL c xy dng bi Vn phng BS 15000 ca Vin tiu chun Anh.
thng mi Anh (Office of Government
Commerce (OGC), c tha nhn v s
dng ph bin trn ton th gii l mt
chun mc thc tin trong vic cung cp
dch v cng ngh thng tin.

ng dng: Kim sot v Qun l CNTT

ng dng: Qun l Dch V CNTT

ng dng: Qun l Dch V CNTT theo

ISO

Tng thch vi cc tiu chun qun l - ITIL l c s t chc tiu chun cht - Ph hp vi chun ITIL: V c bn
khc nh ISO 9001:2000, ITIL, ISO lng ISO xy dng tiu chun ISO 20000 ISO/IEC 20000 bao gm cc quy trnh v
27001, 27002.
v qun tr dch v CNTT.
qun l dch v CNTT y hn ITIL.
- ITIL hot ng rt hiu qu vi ISO/IEC Gip cho cc doanh nghip va thc hin
c m hnh qun l IT theo cc quy
27002 (ISO/IEC 17799:2005).
trnh nh chun ITIL va gip cc doanh
- ITIL c th c nh x ti CobiT, hai nghip IT c c chng nhn ISO.
chun ny b sung cho nhau: nu CobiT
cho cc t chc nhng g lm g trong - ISO 20000 s dng cch tip cn theo
vic phn phi v cc lnh vc h tr, th Quy trnh, hon ton ph hp vi cc
ITIL thc hnh tt nht gip cc t chc chun nh CoBiT, ISO 27001:2005, ISO
xc nh cch cung cp cc yu cu 9001:2000 v ISO 14001:2004, bao gm
K hoch-Do-Check-Act (PDCA) v yu
ny.
cu v chu trnh ci tin lin tc.

Hin ang c p dng mt s t chc, Hin ang c p dng rng ri ti rt p dng cho cc cng ty, t chc trn th
ngn hng trong v ngoi nc: nhiu cng ty, t chc nh trong v ngoi gii nh M, c, H Lan, an Mch, Nht
Techcombank, Bank of America, ANZ...
nc nh Microsoft, IBM, HP, doanh ....
nghip ANZ, Bank of America, ABNAMRO Bank, Bank of Canada, HSBC,
Ngn hng VPBank, Ngn hng VIB,
Techcombank,....
Ni dung: CoBiT gm 34 Quy trnh qun Ni dung: ITIL ch yu tp trung h Ni dung: ISO/IEC 20000:2005 gm tp
l IT cp cao m bao gm 210 mc tiu thng ha qun l cc hot ng IT theo hp cc t liu h tr cho cc quy trnh:
kim sot:
cc nhm dch v:
Qun l mc dch v

Service Level Management

Service level management

Qun l Service Desk

Service Desk

Service reporting

m bo dch v c lin tc

IT Service Continuity Management

Service continuity management

Availability Management

availability management

Qun l vic u t IT

IT Financial Management

Budgeting and accounting for IT services

Qun l Capacity

Capacity Management

Capacity management

m bo an ton h thng

IT Security Management

Information security management

Business relationship management

Qun l ngun nhn lc IT

Qun l s c

Supplier management
Incident Management

Incident management

Qun l vn

Problem Management

Problem management

Qun l cu hnh

Configuration Management

Configuration management

Qun l thay i

Change Management

Change management

Release Management

Release management

Qun l cht lng

10

3.3. La chn ti liu xy dng tiu chun

Qua phn tch v so snh cc tiu chun v qun l dch v CNTT nu trn,
Nhm ch tr d tho tiu chun thy rng: ngoi vic ph hp vi chun ITIL,
CoBiT th chun ISO/IEC 20000 hon ton tng thch vi cc tiu chun qun l
khc nh ISO 9001:2000, TCVN ISO 9001:2000 v ISO 14001:2004, ISO/IEC
27001 nhm m bo s thng nht v thnh cng khi trin khai cng lc cc tiu
chun qun l khc nhau. Mt khc vic p dng chun ISO/IEC 20000 cn gip
cc doanh nghip, t chc hin ang s dng m hnh ITIL hoc CoBiT hoc cha
s dng mt trong hai chun ITIL hoc CoBiT mang li nhng li ch sau:
- Qun l dch v theo chun nhm mang li cht lng dch v tt nht cho doanh
nghip.
- p dng mt h thng m bo cht lng c chng nhn iu ny gip h
cng c thm lng tin, ci thin mi quan h v hnh nh ca h i vi cc t chc
v c nhn, nh gi c h thng, cc quy trnh qun l, cht lng dch v v s
hi lng ca khch hng theo cc chun mc hay mc tiu cht lng c th.
Kt lun: Tiu chun ISO/IEC 20000 l chun mi nht v qun l dch v CNTT
hin ang c p dng rng ri trn th gii, ph hp vi rt nhiu chun v qun
l CNTT v cc chun v qun l khc. Nhm ch tr d tho tiu chun quyt nh
chn tiu chun ISO/IEC 20000-2005: Information Technology - Service
Management- Part 1: Specification v Part 2: Code of Practice lm ti liu tham
chiu gc xy dng tiu chun quc gia v qun l dch v cng ngh thng tin.
4. Gii thiu v b tiu chun ISO/IEC 20000:2005
4.1.

Gii thiu chung

ISO/IEC 20000 tiu chun mi v qun l dch v cng ngh thng tin c t
chc tiu chun ho quc t (ISO) cng vi y ban k thut in quc t (IEC) ban
hnh ngy 15/12/2005. Tiu chun ny thay th cho tiu chun c BS 15000 ca
Vin tiu chun Anh.
B tiu chun ny c cc chuyn gia hng u c kinh nghim lu nm v qun l dch v cng ngh
thng tin (ITSM) xy dng nhm tr li hng lot cc cu hi c lin quan n qun l dch v cng ngh
thng tin v nhm cung cp cho ngi s dng nhng thng tin, hng dn hu ch, cc khun mu v quy
trnh nh gi n gin m tin ch. y cng l b tiu chun u tin trn ton cu v lnh vc qun l dch
v cng ngh thng tin v hon ton ph hp vi chun mc ca Th vin v qun l c s h tng cng
ngh thng tin (ITIL).

Tiu chun quc t ISO/IEC 20000:2005 l cu ni b sung khim khuyt gia ISO
9000:2000 (tiu chun ny tp trung vo vic thit lp h thng qun l cht lng
IT) v vic trin khai thnh cng ca qun l dch v IT theo thc tin tt nht. Hn
na, ISO/IEC 20000:2005 ngh i mi vic qun l dch v IT trong cc t
chc nng cao cht lng dch v.
4.2.

Tm tt ni dung

B tiu chun ny c th p dng cho cc doanh nghip, nh cung cp dch v

CNTT trong v ngoi nc. Vic p dng b tiu chun ISO/IEC 20000:2005 vo
cc doanh nghip, t chc v nh cung cp dch v CNTT s mang li cht lng

11

dch v tt nht, ng thi cng gip cc doanh nghip CNTT c nh hng v

mt loi hnh dch v c th cn cung cp v c nhng quy nh nh gi cht
lng dch v theo cam kt m doanh nghip cung cp, ng thi cng gip cc
doanh nghip bit c kh nng ca mnh trong vic cung cp cc dch v qun l,
nh gi cc cp dch v v nh gi nng lc. Chnh nh nhng tc dng ny m
ISO/IEC 20000:2005 c xem l mt trong nhng gii php hay nht, cn thit
nht qun l dch v CNTT ang c cc t chc, quc gia trn th gii p
dng rng ri. B tiu chun ny cng c th l s c cho cc nh qun l trong
Quy trnh gim st doanh nghip cng ngh thng tin.
Ni dung chnh ca b tiu chun ISO/IEC 20000 bao gm:
- Tiu chun ISO 20000-1 Cng ngh thng tin - Qun l dch v. Phn 1: Cc yu
cu (Information Technology - Service Management. Part 1: Specification) - quy
nh cc yu cu i vi vic qun l cng ngh thng tin v p dng i vi nhng
ngi chu trch nhim xng, thc hin hoc duy tr vic qun l dch v cng
ngh thng tin trong t chc ca h.
-

Tiu chun ISO 20000-2: Cng ngh thng tin - Qun l dch v. Phn 2: Quy phm thc hnh

hng dn cho nh gi
vin v h tr cc nh cung cp dch v nhm hoch nh ra cc ci tin cho dch v
hoc c nh gi da trn yu cu k thut ca ISO 20000-1.
(Information Technology - Service Management. Part 2: Code of practice) -

Tiu chun ISO/IEC 20000:2005 c trnh by trong hai phn bao gm:

Phn 1: Cc yu cu

Phn 2: Quy phm thc hnh

1. Phm vi

1. Phm vi

2. nh ngha v thut ng

2. nh ngha v thut ng

3. Cc yu cu i vi mt h thng qun 3. Cc yu cu i vi mt h thng qun

l
l
3.1 Yu cu v trch nhim qun l.

3.1 Yu cu v trch nhim qun l.

3.2 Yu cu v ti liu

3.2 Yu cu v ti liu

3.3 Nng lc, nhn thc v o to

3.3 Nng lc, nhn thc v o to

3.3.1 Tng quan
3.3.2 Pht trin nghip v
3.3.3 Cc phng php tip cn cn lu

4. Lp k hoch v thc hin qun l dch 4. Lp k hoch v thc hin qun l

v.
dch v.
4.1 Lp k hoch qun l dch v (Lp k 4.1 Lp k hoch qun l dch v (Lp k
hoch)
hoch)

12

4.1.1 Phm vi qun l dch v

4.1.2 Cc phng php lp k hoch
4.1.3 Cc s kin cn lu
4.1.4 Phm vi v ni dung ca k hoch
4.2 Thc hin qun l dch v v cung cp 4.2 Thc hin qun l dch v v cung cp
cc dch v (thc hin).
cc dch v (thc hin).
4.3 Kim tra v gim st (kim tra).

4.3 Kim tra v gim st (kim tra).

4.4 Ci tin lin tc (hnh ng)

4.4 Ci tin lin tc (hnh ng)

4.4.1 Chnh sch

4.4.1 Chnh sch

4.4.2 Qun l nhng ci tin dch v

4.4.2 Lp k hoch ci tin dch v

4.4.3 Hnh ng
5. Lp k hoch v thc hin cc dch v 5. Lp k hoch v thc hin cc dch v
mi hoc cc dch v thay i
mi hoc cc dch v thay i
5.1 Cc vn cn xem xt
5.2 Cc bo co v qun l thay i
6. Quy trnh cung ng dch v

6. Quy trnh cung ng dch v

6.1 Qun l mc dch v

6.1 Qun l mc dch v

6.1.1 Danh mc dch v
6.1.2 Tha thun mc dch v
6.1.3 Qun l mc dch v
6.1.4 Nhng tha thun v h tr dch v

6.2 Lp bo co dch v

6.2 Lp bo co dch v
6.2.1 Chnh sch
6.2.2 Mc ch v kim tra cht lng cc
bo co dch v

6.3 Qun l tnh sn sng v lin tc ca 6.2.3 Bo co dch v

dch v
6.3 Qun l tnh sn sng v lin tc ca
dch v
6.3.1 Tng quan
6.3.2 Cc hot ng kim tra tnh sn sng
6.3.3 Chin lc duy tr tnh lin tc

6.4 Lp d tho ngn sch v tnh ton chi

6.3.4 Kim tra v lp k hoch duy tr tnh

lin tc ca dch v
6.4 Lp d tho ngn sch v tnh ton chi

13

ph cho cc dch v IT

ph cho cc dch v IT
6.4.1 Tng quan
6.4.2 Chnh sch
6.4.3 Lp ngn sch
6.4.4 Tnh ton chi ph

6.5 Qun l dung lng

6.5 Qun l dung lng

6.6 Qun l an ton thng tin

6.6 Qun l an ton thng tin

6.6.1 Tng quan
6.6.2 nh danh v phn loi cc ti sn
thng tin
6.6.3 nh gi ri ro v an ton thng tin
6.6.4 Nhng ri ro i vi an ton thng
tin
6.6.5 S an ton v tnh sn sng ca thng
tin
6.6.6 Cc bin php kim sot
6.6.7 Cc ti liu v bo co

7. Quy trnh to lp mi quan h

7. Quy trnh to lp mi quan h

7.1 Tng quan

7.1 Tng quan

7.2 Qun l quan h kinh doanh

7.2 Qun l quan h kinh doanh

7.2.1 Xem xt li dch v
7.2.2 X l khiu ni v dch v
7.2.3 nh gi s hi lng ca khch hng

7.3 Qun l nh phn phi

7.3 Qun l nh phn phi

7.3.1 Gii thiu
7.3.2 Qun l hp ng
7.3.3 nh ngha dch v
7.3.4 Qun l nhiu nh phn phi
7.3.5 Qun l nhng tranh chp bng hp
ng
7.3.6 Kt thc hp ng

8. Quy trnh gii quyt vn

8. Quy trnh gii quyt vn

8.1 Tng quan

8.1 Tng quan

14

8.1.1 Thit lp mc u tin

8.1.2 Cc bin php khc phc
8.2 Qun l s c

8.2 Qun l s c
8.2.1 Khi qut chung
8.2.2 Cc s c nghim trng

8.3 Qun l vn

8.3 Qun l vn
8.3.1 Phm vi ca Quy trnh qun l vn
8.3.2 Khi to Quy trnh qun l vn
8.3.3 Cc li xc nh
8.3.4 Gii quyt vn
8.3.5 Truyn t thng tin
8.3.6 Theo di v chuyn cp x l cc vn

8.3.7 Kt thc bo co s c cc vn
8.3.8 Xem xt li vn
8.3.9 Cc ch cn xem xt li
8.3.10 Ngn nga vn

9. Quy trnh kim sot

9. Quy trnh kim sot

9.1 Qun l cu hnh

9.1 Qun l cu hnh

9.1.1 Lp k hoch v thc hin qun l
cu hnh
9.1.2 nh danh cc mc cu hnh
9.1.3 Kim sot cu hnh
9.1.4 Bo co v kim k tnh trng cu
hnh

9.2 Qun l thay i

9.1.5 Kim tra v xc minh cu hnh

9.2 Qun l thay i
9.2.1 Lp k hoch v thc hin
9.2.2 Kt thc v xem li yu cu thay i
9.2.3 Nhng thay i khn cp
9.2.4 Bo co Quy trnh qun l thay i,
phn tch v hnh ng

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10. Quy trnh phin bn

10. Quy trnh phin bn

10.1 Quy trnh qun l phin bn

10.1 Quy trnh qun l phin bn

10.1 Tng quan
10.2 Chnh sch phin bn
10.3 Lp k hoch phin bn v gii thiu
10.4 Pht trin hoc mua phn mm
10.5 Thit k, xy dng v nh cu hnh
phin bn
10.6 Xc minh v tip nhn phin bn
10.7 Ti liu
10.8 Gii thiu, phn phi v ci t
10.9 Vn sau phin bn v gii thiu
phin bn

Ti liu tham kho

4.3.

Ti liu tham kho

Tnh hnh ng dng tiu chun ISO/IEC 20000 trn th gii

Trn th gii, tiu chun quc t ISO/IEC 20000 c s dng rt rng ri vi hai
phin bn ting Anh v ting Php. Tuy nhin mt s quc gia khc s dng nh
ti liu tham kho quan trng tin hnh xy dng cc tiu chun tng thch cho
quc gia nh: Nht, c, H Lan, an Mch, Ty Ban Nha...
4.4.

Tnh hnh p dng tiu chun ISO/IEC 20000:2005 ti Vit Nam

Qua kho st s b kin mt s cn b thuc cc c quan, t chc nh: Trung tm

CNTT - Ngn hng Pht trin Vit Nam, BIDV.... cng ty VASC, cc doanh nghip
kinh doanh vin thng, Internet; Cng ty VDC, Cng ty Viettel, Gtel v nhiu cng ty
ln khc v vic p dng tiu chun ISO/IEC 20000:2055 ti Vit Nam, th hu ht
kin phn hi cho thy tiu chun ny l rt cn thit v n hon ton ph hp vi
chun ITIL (mt trong nhng chun v qun l dch v hin ang c p dng rng
ri trn th gii cng nh ti Vit nam, c bit l trong lnh vc ngn hng). Mt
khc, chun ny hon ton tng thch vi cc tiu chun qun l khc nh ISO
9001:2000, TCVN ISO 9001:2000 v ISO 14001:2004, ISO/IEC 27001 nhm m
bo s thng nht v thnh cng khi trin khai cng lc cc tiu chun qun l khc
nhau. Tuy nhin, do kh khn v thng tin v tip cn ti liu tiu chun nn hin
cha c n v no ti Vit Nam p dng.
4.5.

Li ch khi p dng ISO 20000:2005

ng dng tiu chun ny vo cc doanh nghip s mang li nhng li ch thit thc

sau:
- Gip cc doanh nghip gim thiu ri ro trong qung b hot ng ca doanh
nghip.

16

- m bo cht lng dch v;

- Mang li dch v tt nht cho doanh nghip.
- p ng cc nhu cu ca khch hng v cht lng dch v.
- Cung cp kin thc chung v qun l cc dch v cng ngh thng tin.
- H tr cc nh cung cp dch v hoch nh ra nhng ci tin cho dch v hoc
c nh gi da trn ISO/IEC 20000-1:2005 v dch v khng ch cn c duy
tr mc cht lng m cn c ci tin khng ngng.
- Nng cao hiu lc v hiu qu ca cng tc qun l v cung cp dch v theo mc
tiu ci tin thng xuyn theo yu cu ca tiu chun;
- Nng cao uy tn v s tin cy i vi i tc v khch hng, nng cao nng lc
cnh tranh ca cc doanh nghip;
- Cng c c lng tin, ci thin mi quan h v hnh nh ca doanh nghip i
vi t chc v c nhn.
- o lng, nh gi c h thng, cc quy trnh qun l, cht lng dch v v s
hi lng ca khch hng theo cc chun mc hay mc tiu cht lng c th;
5. Xy dng d tho tiu chun
D tho tiu chun c xy dng trn c s chp thun p dng nguyn vn tiu
chun ISO/IEC 20000:2005 phn 1 v phn 2. Ti thi im ny ISO/IEC
20000:2005 cha c r sot, cp nht, v vy, phin bn ISO/IEC 20000:2005 l
phin bn mi nht c th s dng.

17