| 8 Operation of the service management system 服务管理体系（SMS）的运行/8.1 Operational planning and control 运行策划和控制 |
The organization shall plan, implement and control the processes needed to meet requirements and to implement the actions determined in Clause 6 by: 为满足要求和实施条款6中确定的措施所需的过程，组织应通过以下措施对所需的过程进行策划、实施和控制： a) establishing performance criteria for the processes based on requirements; a) 为基于要求的过程建立绩效准则； b) implementing control of the processes in accordance with the established performance criteria; b) 按照建立的绩效准则对过程实施控制； c) keeping documented information to the extent necessary to have confidence that the processes have been carried out as planned. c) 将文件化信息保持到必要的程度，以确信过程已按计划实施。 The organization shall control planned changes to the SMS and review the consequences of unintended changes, taking action to mitigate any adverse effects, as necessary (see 8.5.1). 组织应控制服务管理体系（SMS）计划的变更，并评审非预期变更的后果，必要时采取措施减轻任何不利的影响（见8.5.1）。 The organization shall ensure that outsourced processes are controlled (see 8.2.3). 组织应确保外包过程是受控的（见8.2.3）。 |
【标准理解】
（1）为确保满足ISO/IEC 20000-1: 2018要求，以及实施条款6中的措施，应对风险和机遇的措施（6.1），服务管理目标实现的措施（6.2），服务规划中的措施（6.3），组织应对4.4所识别的过程的运行进行策划和控制。
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