| 6 Planning 策划/6.1 Actions to address risks and opportunities 应对风险和机遇的措施 |
6.1.1 When planning for the SMS, the organization shall consider the issues referred to in 4.1 and the requirements referred to in 4.2 and determine the risks and opportunities that need to be addressed to: 当策划服务管理体系（SMS）时，组织应考虑4.1中提到的事项和4.2中提到的要求，并确定需要应对的风险和机会，以： a) give assurance that the SMS can achieve its intended outcome(s); a) 确保服务管理体系（SMS）可达到预期结果； b) prevent, or reduce, undesired effects; b) 预防或减少不良影响； c) achieve continual improvement of the SMS and the services. c) 达到服务管理体系（SMS）和服务的持续改进。 6.1.2 The organization shall determine and document: 组织应确定和文件化： a) risks related to: a) 与以下相关的风险： 1) the organization; 1) 组织； 2) not meeting the service requirements; 2) 不满足服务要求； 3) the involvement of other parties in the service lifecycle; 3) 参与到服务生命周期中的其他方； b) the impact on customers of risks and opportunities for the SMS and the services; b) 服务管理体系（SMS）和服务的风险和机遇对顾客的影响； c) risk acceptance criteria; c) 风险接收准则； d) approach to be taken for the management of risks. d) 风险管理所采取的方法。 6.1.3 The organization shall plan: 组织应策划： a) actions to address these risks and opportunities and their priorities; a) 应对这些风险和机会的措施及其优先级； b) how to: b) 如何： 1) integrate and implement the actions into its SMS processes; 1) 将这些措施整合到服务管理体系（SMS）过程中,并予以实现； 2) evaluate the effectiveness of these actions. 2) 评价这些措施的有效性。 NOTE 1 Options to address risks and opportunities can include: avoiding the risk, taking or increasing the risk in order to pursue an opportunity, removing the risk source, changing the likelihood or consequence of the risk, mitigating the risk through agreed actions, sharing the risk with another party or accepting the risk by informed decision. 注3，应对风险和机遇的选项可以包括回避风险，为追求机遇承担或扩大风险，消除风险源，改变风险的可能性或后果，通过商定的行动减缓风险，与另一方共享风险，通过合理的决策接收风险。 NOTE 2 ISO 31000 provides principles and generic guidance on risk management. 注2，ISO 31000提供了风险管理的准则和通用指南。 |
【标准理解】
（1）为确保服务管理体系（SMS）达到预期结果，预防或减少非预期影响，以及实现服务管理体系（SMS）和服务的持续改进，组织应以4.1和4.2的输出，作为输入信息，进行风险和机遇的识别活动。
