NF ISO/IEC 20000-2

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.

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Main informations

Collections

National standards and national normative documents

Publication date

March 2020

Number of pages

71 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

International kinship

ISO/IEC 20000-2:2019
Sumary
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.

Replaced standards (1)
NF ISO/IEC 20000-2
March 2013
Standard Cancelled
Information technology - Service management - Part 2 : guidance on the application of service management systems

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

Table of contents
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  • 1 Domaine d'application
  • 2 Références normatives
  • 3 Termes et définitions
  • 4 Contexte de l'organisme
  • 5 Leadership
  • 6 Planification
  • 7 Support du système de management des services
  • 8 Fonctionnement du système de management des services
  • 9 Évaluation des performances
  • 10 Amélioration
  • Annexe A Informations documentées obligatoires spécifiées dans l'ISO/IEC 20000-1:2018
  • Bibliographie
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