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ISO/IEC 20000-2

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

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Organization: ISO
Publication Date: 15 February 2012
Status: inactive
Page Count: 94
ICS Code (Other services): 03.080.99
ICS Code (Information technology (IT) in general): 35.020
scope:

General

This part of ISO/IEC 20000 provides guidance on the application of an SMS based on ISO/IEC 20000-1. This part of ISO/IEC 20000 provides 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 part of ISO/IEC 20000 is independent of specific best practice frameworks and the service provider can apply a combination of generally accepted guidance and their own techniques.

The interfaces between the service management processes and the relationships between different components of the SMS may be implemented differently by different service providers. The nature of the relationship between the service provider and the customer can also influence how the SMS is implemented to fulfil the requirements of ISO/IEC 20000-1. For these reasons the interfaces between processes are not represented in Figure 2.

Document History

ISO/IEC 20000-2
August 1, 2020
Information technology — Service management — Part 2: Guidance on the application of service management systems AMENDMENT 1
A description is not available for this item.
ISO/IEC 20000-2
August 1, 2019
Information technology — Service management — Part 2: Guidance on the application of service management systems
General 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...
ISO/IEC 20000-2
February 15, 2012
Information technology - Service management - Part 2: Guidance on the application of service management systems
General This part of ISO/IEC 20000 provides guidance on the application of an SMS based on ISO/IEC 20000-1. This part of ISO/IEC 20000 provides examples and suggestions to enable organizations to...
ISO/IEC 20000-2
December 15, 2005
Information technology - Service management - Part 2: Code of practice
This part of ISO/IEC 20000 represents an industry consensus on quality standards for IT service management processes. These service management processes deliver the best possible service to meet a...

References

This document references:
ISO 9000 - Quality management systems — Fundamentals and vocabulary
Published by ISO on September 15, 2015
This International Standard describes the fundamental concepts and principles of quality management which are universally applicable to the following: — organizations seeking sustained success...
This document references:
ISO 31000 - Risk management - Guidelines
Published by ISO on February 1, 2018
This document provides guidelines on managing risk faced by organizations. The application of these guidelines can be customized to any organization and its context. This document provides a common...
This document references:
ISO 9004 - Quality management - Quality of an organization - Guidance to achieve sustained success
Published by ISO on April 1, 2018
This document gives guidelines for enhancing an organization’s ability to achieve sustained success. This guidance is consistent with the quality management principles given in ISO 9000:2015. This...
This document references:
ISO 19011 - Guidelines for auditing management systems
Published by ISO on July 1, 2018
This document provides guidance on auditing management systems, including the principles of auditing, managing an audit programme and conducting management system audits, as well as guidance on the...
This document references:
ISO 10007 - Quality management - Guidelines for configuration management
Published by ISO on March 1, 2017
This document provides guidance on the use of configuration management within an organization. It is applicable to the support of products and services from concept to disposal
This document is referenced by:
ISO/IEC FDIS 80001-1 - Application of risk management for IT-networks incorporating medical devices - Part 1: Roles, responsibilities and activities
Published by ISO on July 23, 2010
Recognizing that MEDICAL DEVICES are incorporated into IT-NETWORKS to achieve desirable benefits (for example, INTEROPERABILITY), this international standard defines the roles, responsibilities and...
This document is referenced by:
TS 101 533-1 - Electronic Signatures and Infrastructures (ESI); Data Preservation Systems Security; Part 1: Requirements for Implementation and Management
Published by ETSI on April 1, 2012
The present document addresses the Information Security Management System of Data Preservation Systems, by specifying Security requirements for Data Preservation Service Providers to abide by, when...
This document is referenced by:
IEC/TR 80001-2-2 - Application of risk management for IT-networks incorporating medical devices – Part 2-2: Guidance for the disclosure and communication of medical device security needs, risks and controls
Published by IEC on July 1, 2012
This part of IEC 80001 creates a framework for the disclosure of security-related capabilities and RISKS necessary for managing the RISK in connecting MEDICAL DEVICES to IT-NETWORKS and for the...
This document is referenced by:
AAMI TIR80001-2-2 - Application of risk management for IT-networks incorporating medical devices - Part 2-2: Guidance for the disclosure and communication of medical device security needs, risks and controls
Published by AAMI on January 1, 2012
This part of IEC 80001 creates a framework for the disclosure of security-related capabilities and RISKS necessary for managing the RISK in connecting MEDICAL DEVICES to IT-NETWORKS and for the...
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