8 Operation of the service management system 服务管理体系的运行/8.6 Resolution and fulfilment 解决和实现/8.6.2 Service request management 服务请求管理

Service requests shall be:
服务请求应:

a) recorded and classified;
a) 被记录和被分级;

b) prioritized;
b) 按优先次序被处理;

c) fulfilled;
c) 被实现;

d) closed.
d) 被关闭。

Records of service requests shall be updated with actions taken.
应随所采取的行动而更新服务请求的记录。

Instructions for the fulfilment of service requests shall be made available to persons involved in service request fulfilment.
应将服务请求实现的说明提供给参与服务请求实现的参与人员。

【标准理解】

(1)组织应对来自用户的服务请求进行管理。

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