Part 2 of the ISO 20000 Standard provides guidance on the adoption of a service management system (SMS) aligned with the requirements in Part 1, ISO/IEC 20000-1:2011.
ISO 20000-2:2012 gives guidance on the adoption of a service management system (SMS) aligned with the requirements laid out in Part 1 of the Standard, ISO 20000-1:2011. Part 2 provides examples and suggestions to enable organisations to interpret and apply ISO 20000-1 more easily, so that it can be used more effectively.
This guidance includes the use of an SMS for the planning, design, transition, delivery and improvement of the SMS and services, including service management policies, objectives, plans, service management processes, process interfaces, documentation, and resources. The SMS provides ongoing control, greater effectiveness, efficiency, and opportunities for continual improvement of service management and of services.
ISO 20000-2:2012 also includes references to other parts of ISO/IEC 20000 and other relevant standards.
The Standard is applicable to any organization, whatever its size, type, location, or industry. It can be employed by organizations looking for guidance on how to improve service management, even if the organization is not considering undergoing a formal ISO 20000 certification audit.
ISO/IEC 20000-2 has been revised as follows: