| 8 Operation of the service management system 服务管理体系的运行/8.5 Service design, build and transition 服务设计，构建和转换/8.5.1 Change management 变更管理 |
8.5.1.1 Change management policy 8.5.1.1 变更管理策略 A change management policy shall be established and documented to define: 应建立变更管理策略，并将其文件化，以定义： a) service components and other items that are under the control of change management; a) 处在变更管理控制之下的服务组件和其他项； b) categories of change, including emergency change, and how they are to be managed; b) 变更类型，包括紧急变更，以及如何对其管理的； c) criteria to determine changes with the potential to have a major impact on customers or services. c) 确定可能对顾客或服务产生重大影响的变更的准则。 8.5.1.2 Change management initiation 8.5.1.2 变更管理的启动 Requests for change, including proposals to add, remove or transfer services, shall be recorded and classified. 变更请求，包括增加，清除或转换服务的提议，应被记录和分类。 The organization shall use service design and transition in 8.5.2 for: 组织应将8.5.2中服务设计和转换用于： a) new services with the potential to have a major impact on customers or other services as determined by the change management policy; a) 按照变更管理策略确定的可能对顾客和其他服务产生重大影响的新服务； b) changes to services with the potential to have a major impact on customers or other services as determined by the change management policy; b) 按照变更管理策略确定的可能对顾客和其他服务产生重大影响的服务变更； c) categories of change that are to be managed by service design and transition according to the change management policy; c) 根据变更管理策略需要由“服务设计和转换”管理的变更类型； d) removal of a service; d) 清除服务； e) transfer of an existing service from the organization to a customer or other party; e) 从组织转移当前存在的服务至顾客或其他方； f) transfer of an existing service from a customer or other party to the organization. f) 从顾客或其他方转移当前存在的服务至组织。 Assessing, approving, scheduling and reviewing of new or changed services in the scope of 8.5.2 shall be managed through the change management activities in 8.5.1.3. 8.5.2范围内的新服务或变更服务的评估、批准、计划和评审应通过8.5.1.3中的“变更管理活动”进行管理。 Requests for change not being managed through 8.5.2 shall be managed through the change management activities in 8.5.1.3. 变更请求不是通过8.5.2，而是通过8.5.1.3中的“变更管理活动”进行管理。 8.5.1.3 Change management activities 8.5.1.3 变更管理活动 The organization and interested parties shall make decisions on the approval and priority of requests for change. Decision-making shall take into consideration the risks, business benefits, feasibility and financial impact. Decision making shall also consider potential impacts of the change on: 组织和相关方应就变更请求的批准和优先级进行决策。决策的制定应考虑风险，商业效益，可行性和财务影响。决策时还应考虑变更对以下方面的潜在影响: a) existing services; a) 当前存在的服务； b) customers, users and other interested parties; b) 顾客，用户和其他相关方； c) policies and plans required by this document; c) 本文件要求的策略和策划； d) capacity, service availability, service continuity and information security; d) 能力，服务可用性，服务连续性和信息安全； e) other requests for change, releases and plans for deployment. e) 其他变更请求，发布和部署计划； Approved changes shall be prepared, verified and, where possible, tested. Proposed deployment dates and other deployment details for approved changes shall be communicated to interested parties. 应对批准的变更进行准备，验证，并在可能的情况下，进行测试。应与相关方沟通有关批准的变更的提议的部署日期和其他部署细节。 The activities to reverse or remedy an unsuccessful change shall be planned and, where possible, tested. Unsuccessful changes shall be investigated and agreed actions taken. 应策划不成功的变更的回退和补救活动，若可能，并进行测试。应对不成功的变更进行调查，并采取商定的措施。 The organization shall review changes for effectiveness and take actions agreed with interested parties. 组织应评审变更的有效性，并采取和相关方商定的措施。 At planned intervals, request for change records shall be analysed to detect trends. The results and conclusions drawn from the analysis shall be recorded and reviewed to identify opportunities for improvement. 应按策划的时间间隔对变更请求记录进行分析，以发现趋势。应记录和评审从分析得到的结果和结论，以识别改进机遇。 |
【标准理解】
（1）组织应建立书面的变更管理策略，包含定义哪些服务组件和其他项处于变更管理的范围（例如，对于服务耗材变更不需要进行管理），变更类型（标准变更，正常变更，紧急变更，项目变更），以及判定可能对顾客或服务产生重大影响的变更的准则等。
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