ISO/IEC 20000-2:2012 

Information technology -- Service management -- Part 2: Guidance on the application of service management systems

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Abstract

ISO/IEC 20000-2:2012 provides guidance on the application of service management systems (SMS) based on the requirements in ISO/IEC 20000-1.

ISO/IEC 20000-2:2012 enables organizations and individuals to interpret ISO/IEC 20000-1 more accurately, and therefore to use it more effectively. The guidance includes examples and suggestions to enable organizations to interpret and apply ISO/IEC 20000-1, including references to other parts of ISO/IEC 20000 and other relevant standards.

This includes guidance on the use of an SMS for the planning, design, transition, delivery and improvement of the SMS and services. At a minimum this includes 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. It enables an organization to work effectively with a shared vision.

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Relevant for

cyber security

smart city


Additional information

Publication typeInternational Standard
Publication date2012-02-14
Edition2.0
Available language(s)English, French
TC/SCISO/IEC JTC 1/SC 40 - IT Service Management and IT Governancerss
ICS03.080.99 - Other services
35.020 - Information technology (IT) in general
Pages85
File size1394 KB

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