BS ISO/IEC 20000-2:2012 Information technology. Service management. Guidance on the application of service management systems
BSI Shop and standards catalogue is undergoing routine maintenance between 17:00 and 21:00 BST on Wednesday 22 October and will be unavailable during this time. Please accept our apologies for any inconvenience caused during this essential maintenance work and come back later and try again. Thank you for your patience.

Find Similar Items

This product falls into the following categories.

You may find similar items within these categories by selecting from the choices below:

Result Types

Industry Sector

Committee

ICS Category

BS ISO/IEC 20000-2:2012

Information technology. Service management. Guidance on the application of service management systems

Status : Current   Published : March 2012

Format
PDF

Format
HARDCOPY

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

Coordinated integration and implementation of an SMS provides ongoing control, greater effectiveness and opportunities for continual improvement. It enables an organization to work effectively with a shared vision. Appropriate tools may be used to enable the service management processes to be effective and efficient. The most effectual organizations consider the impact of the SMS through all stages of the service lifecycle, from planning and design to transition and operation.

What is BS ISO/IEC 20000-2:2012?

This document provides guidance on the application of an SMS based on ISO/IEC 20000-1. It 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.

This standard will allow you to:

  • Understand and fulfil service requirements to achieve customer satisfaction
  • Establish policy and objectives for service management
  • Design and deliver services based on an SMS that will add value for the customer
  • Monitor, measure and review performance of an SMS and its services
  • Continually improve an SMS and its services based on objective measurements

Evidence of top management commitment

Without management commitment, it is possible that management decisions can be made that conflict with requirements for an effective SMS. Examples can include reallocation of resources to other projects, lack of communication about the SMS and unresolved conflicts in process design.

BS ISO/IEC 20000-2:2012 is committed to ensuring evidence of management commitment and accountability available for review by an assessor. The alignment between policies, processes and procedures stated in the standard enables top management direction to be cascaded to all service provider personnel. This should align management decisions with the way the service provider's personnel operate on a day to day basis.

Top management approval of the service management plan is important because the plan can have implications for commitments to the customer, planning activities for suppliers and the allocation of resources for improvements and other changes.

Grasp changes that can affect your organization

This second edition cancels and replaces the first edition (ISO/IEC 20000-2:2005), which has been technically revised. The major differences are as follows:

  • Closer alignment to ISO 9001 and ISO/IEC 27001
  • Changes in terminology to reflect international usage
  • New guidance on governance of processes operated by other parties
  • Further guidance on defining the scope of the SMS
  • Further guidance on continual improvement of the SMS and services
  • Further guidance on the design and transition of new or changed services

Who should buy it?

  • Organizations seeking services from service providers and requiring assurance that their service requirements will be fulfilled
  • Service providers that intend to demonstrate their capability for the design, transition, delivery and improvement of services that fulfil service requirements
  • Organizations that require a consistent approach by all their service providers, including those in a supply chain
  • Service providers that wish to monitor measure and review their service management processes and services
  • An assessor as the criteria for a conformity assessment of a service provider’s SMS to the requirements in this part of ISO/IEC 20000
  • Service providers that wish to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS

 Also available to buy:

BIP 0015:2012

BIP 0015:2012 IT Service Management Self-Assessment Workbook
Jenny Dugmore

 

 

Introduction to ISO/IEC 20000 Series. IT Service Management
Jenny Dugmore and Shirley Lacey

 

 

ITSM for Small IT Teams
Adam Poppleton and and Ken Holmes

 

 

A Guide to the new ISO/IEC 20000-1. The differences between the 2005 and the 2011 editions
Lynda Cooper

 

 

A Manager’s Guide to Service Management. 6th editionA Manager’s Guide to Service Management. 6th edition
Jenny Dugmore and Shirley Lacey

 

 


Visit BSI’s ICT website

Return to BSI’s books homepage




Standard NumberBS ISO/IEC 20000-2:2012
TitleInformation technology. Service management. Guidance on the application of service management systems
StatusCurrent
Publication Date31 March 2012
Cross ReferencesISO/IEC 20000-1, ISO/IEC TR 20000-3, ISO/IEC TR 20000-4, ISO/IEC TR 20000-5, ISO 9000, ISO 9001, ISO 9004, ISO/IEC TR 9126-2, ISO/IEC TR 9126-3, ISO 10002, ISO 10007, ISO/IEC 12207, ISO/IEC 14598, ISO/IEC 15288, ISO/IEC 15504-1, ISO/IEC 15504-2, ISO/IEC 15504-3, ISO/IEC 15504-4, ISO/IEC 15504-5, ISO/IEC 15939, ISO 19011, ISO/IEC 19770-1, ISO/IEC TR 24748-2, ISO/IEC TR 24748-3, ISO/IEC 27001, ISO/IEC 27002, ISO/IEC 27005, ISO 31000, ISO/IEC 38500, ISO/IEC 90003
ReplacesBS ISO/IEC 20000-2:2005
International RelationshipsISO/IEC 20000-2:2012
Draft Superseded By10/30184538 DC
DescriptorsManagement, Computers, Computer networks, Management operations, Management techniques, Personnel, Training, Recruitment, Records (documents), Data security, Consumer-supplier relations, Computer software, Computer hardware
ICS03.080.99
35.020
Title in FrenchTechnologies de l'information. Gestion des services. Directives relatives à l'application des systèmes de management des services
CommitteeIST/60
ISBN978 0 580 63608 0
PublisherBSI
FormatA4
DeliveryYes
Pages98
File Size815.5 KB
Price£140.00


 Your basket
Your basket is empty

BSI Membership

Up to 50% off standards and conferences


Newsletters

Monthly industry and standards news


BSOL

Standards direct to your desktop


Customers who bought this product also bought