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为核查、衡量ISO20000体系各项过程执行的合规性和有效性,须建立一套量化管理指标,用户考量各过程健康程度。指标体系建立的方法和内容包括调研、访谈、指标设计和确认,最终行程量化指标体系文档。指标计算的结果,可通过阈值分析得出各流程健康度分数,并分析得分较低指标对应的改进点,从而帮助整个管理体系的持续改进。
For verification, to measure the compliance and effectiveness of the implementation of various processes in the ISO20000 system, a set of quantitative management indicators must be set up to allow users to consider the health of each process. The method and content of the establishment of index system include the research, interview, index design and confirmation, and the final trip quantification index system document. The results of index calculation can be obtained through threshold analysis of each process health score, and analysis of the lower scores corresponding to the improvement point, so as to help the continuous improvement of the management system.