ISO/IEC 20000-2 2012 Standard

Description

ISO/IEC 20000-2 Information technology – Service management – Part 2: Guidance on the application of service management systems

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.

The difference between the 2005 and 2012 versions of ISO 20000

ISO/IEC 20000-2 has been revised as follows:

• Closer alignment with ISO 9001 and ISO 27001
• Changes in terminology to mirror those in use internationally
• Added guidance on the governance processes operated by third parties
• Greater coverage on scoping of an SMS
• Enhanced coverage on the continual improvement of services and the SMS
• More guidance on the design and transition into a 'live' status for new or changed services

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