NF ISO/IEC 20000-2

NF ISO/IEC 20000-2

March 2013
Standard Cancelled

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

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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Main informations

Collections

National standards and national normative documents

Publication date

March 2013

Number of pages

103 p.

Reference

NF ISO/IEC 20000-2

ICS Codes

03.080.99   Other services
03.100.70   Management systems
35.020   Information technology (IT) in general

Classification index

Z67-201-2

Print number

1 - 12/02/2013

International kinship

ISO/IEC 20000-2:2012
Sumary
Information technology - Service management - Part 2 : guidance on the application of service management systems

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.

Standard replaced by (1)
NF ISO/IEC 20000-2
March 2020
Standard Current
Information technology - Service management - Part 2 : guidance on the application of service management systems

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.

Table of contents
  • Avant-propos
    iv
  • Introduction
    v
  • 1 Domaine d'application
    1
  • 1.1 Généralités
    1
  • 1.2 Application
    2
  • 2 Références normatives
    2
  • 3 Termes et définitions
    2
  • 4 Exigences générales liées au système de management des services
    3
  • 4.1 Responsabilités de la direction
    3
  • 4.2 Gouvernance des processus opérés par des tierces parties
    13
  • 4.3 Gestion de la documentation
    16
  • 4.4 Gestion des ressources
    18
  • 4.5 Etablir et améliorer le SMS
    21
  • 5 Conception et transition de services nouveaux ou modifiés
    26
  • 5.1 Généralités
    26
  • 5.2 Planification des services nouveaux ou modifiés
    27
  • 5.3 Conception et développement des services nouveaux ou modifiés
    30
  • 5.4 Transition de services nouveaux ou modifiés
    33
  • 5.5 Documents et enregistrements
    34
  • 5.6 Autorités et responsabilités
    34
  • 6 Processus de fourniture des services
    34
  • 6.1 Gestion des niveaux de services
    34
  • 6.2 Etablissement de rapports de services
    39
  • 6.3 Gestion de la continuité et de la disponibilité des services
    41
  • 6.4 Budgétisation et comptabilisation pour les services
    46
  • 6.5 Gestion de la capacité
    50
  • 6.6 Gestion de la sécurité des informations
    53
  • 7 Processus de gestion des relations
    56
  • 7.1 Gestion des relations métiers
    56
  • 7.2 Gestion des fournisseurs
    60
  • 8 Processus de résolution
    63
  • 8.1 Gestion des incidents et des demandes de services
    63
  • 8.2 Gestion des problèmes
    67
  • 9 Processus de contrôle
    70
  • 9.1 Gestion des configurations
    70
  • 9.2 Gestion des changements
    74
  • 9.3 Gestion des déploiements et des mises en production
    77
  • Annexe A (informative) Interfaces entre les processus et intégration des processus avec le SMS
    83
  • Bibliographie
    92
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