笔记-系统规划与管理师-专业英语
13.1 服务 Service
为满足顾客的需要，供方和顾客之间接触的活动以及供方内部活动所产生的结果。包括供方为顾客提供人员劳务活动完成的结果；供方为顾客提供通过人员对实物付出劳务活动完成的结果；供方为顾客提供实物使用活动完成的结果。
(GB/T15624.1-2003服务标准化工作指南第1部分总则)
Results produced from activities between the supply-side and customers and within the supply-side,in order to meet customer needs,including results from the supply-side providing personnel labor activity to the customer,results from the supply-side providing personnel labor activity of material objects to the customer,and results from the supply-side providing utility activity of material objects to the customer.
(GB/T15624.1-2003 Guidelines for standardization of Service,Partone General Provisions)
13.2 信息技术 Information Technology
用于管理和处理信息所采用的各种技术的总称，主要应用计算机科学和通信技术来设计、开发、安装和实施信息系统及应用软件。IT也常被称为信息和通信技术，主要包括计算机技术、通信技术和传感技术。
A generic term for an assortment of technologies used in information management and processing,mainly utilizing computer science and communication technology to design,develop,install and implement information system and application software.
IT is also frequently refered to as information and communication technology,including computer technology,communication technology and sensor technology.
13.3 信息技术服务 Information Technology Service
供方为需方提供如何开发、应用信息技术的服务，以及供方以信息技术为手段提供支持需方业务活动的服务。(GB/T29264-2012信息技术服务分类与代码)
注1:主要表现为面向信息技术的服务和基于信息技术的服务。
注2:依赖于IT或要求掌握与IT相关的管理、设计、开发、集成实施、运维等技术、方法或手段，以满足客户应用需求为目标，面向信息系统全生命周期各个环节提供的有关设计、开发、集成实施、运维服务，或面向客户业务运营需求、以IT为手段、提供支撑业务流程活动的运营服务。
The supplier provides to the demander services in regards to how to develop and apply information technology,as well as support to its business activities via means of information technology.
[GB/T29264-2012IT Service classification and codes]
Note1: Mainly represented by IT-oriented service and IT-base dservice
Note2: Dependent on IT or mastery of technology,means, or methods of IT-related management, design,development,integration and implementation,operation and maintenance etc.,aimed at satisfying customer’sapplication needs,providing service of design、development、integration implementation, operation and maintenance etc.,to wards various links of a full information systemlife cycle;or providing operation and management service of supporting business process activities,via means of IT,towards customer’s service operation needs.
13.4 信息系统 Information System
信息系统是由计算机硬件、网络和通信设备、计算机软件、信息资源、信息用户和规章制度组成的以处理信息流为目的的人机一体化系统。
Information system is a human-machine integrative system composed of computer hardware,network and communication equipment,computer software,information resources,information users and regulations and rules,with a purpose of processing information data.
13.5 业务流程 Business Process
业务流程是为达到特定的价值目标而由不同的人分别共同完成的一系列活动。活动之间不仅有严格的先后顺序限定，而且活动的内容、方式、责任等也都必须有明确的安排和界定，以使不同活动在不同角色之间进行流转成为可能。
Business process is a series of activities completed by different personnel,respectively doing their tasks,in order to achieve specific value objectives.
There are not only strict sequential limits among these activities,but their contents,methods,and responsibilities all require explicitarr angement and definition,to enable possible ransfer of differen tactivities in many roles.
13.6 面向信息技术的服务 IT-Oriented Service
以咨询培训、集成开发以及运行维护等方式，提供对信息系统的建设与支撑服务。
Utilizing methods of consultancy and training,integrated development,and operationand maintenance etc.,to provide construction an dsupportive service for information systems.
13.7 基于信息技术的服务 IT-Driven Service
利用信息系统为需方的业务提供设施、平台、软件、信息等服务。
Via information systems,providef acility,platform,software,and information etc.,services for businesses on the demand-side.
13.8 信息系统集成服务 Information SystemIntegrationService
基于需方业务需求提供的信息系统设计服务、集成实施服务，以及为需方软硬件系统及业务正常运行提供的支持服务。
Services provided,based on business needs on the demand-side,such as information system design and integrated implementation,as well as supportive services for the normal operation of software/hardware system and business on the demand-side.
13.9 集成实施服务 Integration Implementation Service
通过结构化的综合布缆系统、计算机网络技术和软件技术，将各个分离的设备、功能和信息等集成到相互关联的、统一和协调的系统之中的服务。
Service that,through structural cabling system,computer network technology and software technology,incorporates separated equipment,function and information into a correlative,unified and coordinated system.
13.10 运行维护服务 Operation Maintenance Service
采用信息技术手段及方法，依据需方提出的服务级别要求，对其所使用的信息系统运行环境、业务系统等提供的综合服务。
Adopting IT means and methods,based on service level needs required by the demander,provides comprehensive services like information system operating environment and business system etc. that the demander uses.
13.11 运营服务 Operation Service
根据需方的需求提供租用软件应用系统、业务支撑平台、信息系统基础设施等的部分或全部功能的服务。
注：多数情况下，运行维护和运营是同时存在的两个活动，同一信息技术服务供方可同时提供运行维护服务和运营服务。
Based on needs of the demand-side,provides services,in part or total functions,of leasing software application system,business supportplatform,information system infrastructure etc.
Note:In most cases,operation and maintenance and operation and management are two coexisting activities,which can be delivered simultaneously by the same IT service provider.
13.12 信息技术服务管理 Information Technology Service Management (ITSM)
为满足业务需求对信息技术服务进行的管理。(GB/T24405.1-2009信息技术服务管理第1部分规范)
Management administrated upon IT service to meet business needs.
(GB/T24405.1-2009 IT Service Management Partone Specifications)
13.13 信息技术治理 Information Technology Governance
专注于信息技术体系及其绩效和风险管理的一组治理规则，由领导关系、组织结构和过程组成，以确保信息技术能够支撑组织的战略目标。
A set of governance rules concentrating on IT systems and its performance and risk control,consisting of leading-subordinating relationship,organizational structure,and processes,it’s applied to make sure that information technology can support strategic objectives of organizations.
13.14 过程 Process
使用资源将输入转化为输出的任何一项或一组活动均可视为一个过程。(GB/T19000-2008质量管理体系基础和术语)
Any one or any group of activities utilizing resources to transfer input into output canbe viewed as a process.
(GB/T19000-2008 Quality Management System Basics and Terms)