ISO/IEC 20000-2:2019

Name: ISO/IEC 20000-2:2019 — Information technology — Service management — Part 2: Guidance on the application of service management systems
SKU: ISO/IEC 20000-2:2019
Price: 25 EUR
Availability: InStock

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

Название (английский):

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

Статус документа:: Действующий
Формат:: Электронный (PDF)
Количество страниц:: 63
Дата публикации:: 19 августа 2019 г.
Издание:: ISO/IEC IS 20000 edition 3 version 1
ICS:: 03.080.99

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Цена:25 €

Описание (английский):

This document provides guidance on the application of a service management system (SMS) based on ISO/IEC 20000-1. It provides examples and recommendations to enable organizations to interpret and apply ISO/IEC 20000-1, including references to other parts of ISO/IEC 20000 and other relevant standards.

Abstract

Overview

Key topics and requirements covered

The standard organizes guidance against the main SMS lifecycle and ISO-style clauses. Important technical topics include:

Context of the organization: understanding business context, interested parties and defining SMS scope.
Leadership: top management commitment, policy and organizational roles, responsibilities and authorities.
Planning: addressing risks and opportunities, service management objectives and SMS planning.
Support: resources, competence, awareness, communication, documented information and knowledge management.
Operation: operational planning and control, service portfolio governance (service delivery, service planning, service catalogue).
Service lifecycle controls: asset and configuration management, relationship and agreement management (business relationship, service level, supplier management).
Supply and demand: budgeting/accounting for services, demand management and capacity planning.
Service design, build and transition: change management, service design and transition activities, and release and deployment management.

The publishing format of each clause includes required activities, explanatory text and other information, giving practical interpretation for implementers and auditors.

Practical applications

ISO/IEC 20000-2:2019 is useful to organizations for:

Translating ISO/IEC 20000-1 requirements into actionable SMS practices.
Developing or improving operational processes such as service catalogue management, configuration or change management.
Preparing for certification or internal audits by clarifying expected activities and controls.
Aligning IT service management with business needs, supplier governance and budgeting.

Who should use this standard

IT service managers and process owners
CIOs and IT leadership planning SMS adoption
Consultants and implementation teams
Internal auditors and certification bodies (as guidance)
Service providers and suppliers integrating SMS practices

Related standards

ISO/IEC 20000-1 (requirements for a service management system) - primary normative reference
Other parts of the ISO/IEC 20000 series and complementary ITSM standards (referenced within the document)

Keywords: ISO/IEC 20000-2:2019, service management system, SMS guidance, ISO/IEC 20000-1, IT service management, service catalogue, change management, configuration management, supplier management.

Технические детали

Технический комитет: ISO/IEC JTC 1/SC 40 - IT service management and IT governance
SKU: ISO/IEC 20000-2:2019

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ISO/IEC 20000-2:2019

Abstract

Overview

Похожие стандарты

Key topics and requirements covered

Practical applications

Who should use this standard

Related standards

Технические детали

ISO/IEC 27013:2015

Information technology — Security techniques — Guidance on the integrated implementation of ISO/IEC 27001 and…

ISO 8212:1986

Soaps and detergents — Techniques of sampling during manufacture

ISO 20662:2020

Ships and marine technology — Hopper dredger supervisory and control systems

ISO 3021:2023

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ISO 3826-2:2008

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ISO/IEC 24730-1:2014

Information technology — Real-time locating systems (RTLS) — Part 1: Application programming interface (API)

ISO 8668-5:1992

Aircraft — Terminal junction systems — Part 5: Detail specification for type 3 system

ISO 7574-3:1985

Acoustics — Statistical methods for determining and verifying stated noise emission values of machinery and e…