【前10篇免费】ISO/IEC 20000-1: 2018 标准详解与实施（43）9.1 监视，测量，分析和评价

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点击上方蓝色字“ Sky的安全观 ”关注我们 9 Performance evaluation 绩效评价/9.1 Monitoring, measurement, analysis and evaluation 监视，测量，分析和评价 The organization shall determine: 组织应确定： a) what needs to be monitored and measured for the SMS and the services; a) 服务管理体系（SMS）和服务需要被监视和测量的内容； b) the methods for monitoring, measurement, analysis and evaluation, as applicable, to ensure valid results; b) 适宜的监视、测量、分析和评价的方法，以确保得到有效的结果。 c) when the monitoring and measuring shall be performed; c) 何时执行监视和测量； d) when the results from monitoring and measurement shall be analysed and evaluated. d) 何时应分析和评价监视和测量的结果； The organization shall retain appropriate documented information as evidence of the results. 适当的文件化信息应予以保留，以作为结果的证据。 The organization shall ………………………………