BS ISO IEC 20000 Part 2 Information technology. Service management. Code of practice

BS ISO/IEC 20000-2:2005

Information technology. Service management. Code of practice

Status : Revised, Withdrawn   Published : December 2005 Replaced By : BS ISO/IEC 20000-2:2012

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BS ISO/IEC 20000-2:2005 Information technology. Service management. Code of practice

BS ISO/IEC 20000-2 represents an industry consensus on guidance to auditors, and offers assistance to service providers planning service improvements or to be audited against BS ISO/IEC 20000-1.

Organizations require increasingly advanced facilities (at minimum cost) to meet their business needs. With the increasing dependency on support services and the diverse range of technologies available, service providers can struggle to maintain high levels of customer service. Working reactively, they spend too little time planning, training, reviewing, investigating, and working with customers.

The result is a failure to adopt structured, proactive working practices. Those same service providers are being asked for improved quality, lower costs, greater flexibility, and faster response to customers.

In contrast, effective service management delivers high levels of customer service and customer satisfaction. It also recognizes that services and service management are essential to helping organizations generate revenue and be cost-effective. The BS ISO/IEC 20000 series enables service providers to understand how to enhance the quality of service delivered to their customers, both internal and external.

The BS ISO/IEC 20000 series draws a distinction between the best practices of processes, which are independent of organizational form or size and organizational names and structures. The series applies to both large and small service providers, and the requirements for best practice service management processes are independent of the service provider's organizational form. These service management processes deliver the best possible service to meet a customer’s business needs within agreed resource levels, i.e. service that is professional, cost effective and with risks which are understood and managed.

The variety of terms used for the same process, and between processes and functional groups (and job titles) can make the subject of service management confusing to the new manager. Understanding the terminology is a tangible and significant benefit from BS ISO/IEC 20000.

Contents of BS ISO IEC 20000-2 include:

  • Scope
  • Terms and definitions
  • The management system
  • Planning and implementing service management
  • Planning and implementing new or changed services
  • Service delivery processes
  • Relationship processes
  • Resolution processes
  • Control processes
  • Release process
  • Bibliography

This part of BS ISO/IEC 20000 is based on BS 15000-2, which has now been withdrawn.

Standard NumberBS ISO/IEC 20000-2:2005
TitleInformation technology. Service management. Code of practice
StatusRevised, Withdrawn
Publication Date15 December 2005
Withdrawn Date31 March 2012
Normative References(Required to achieve compliance to this standard)No other standards are normatively referenced
Informative References(Provided for Information)ISO/IEC 17799, ISO 10007, ISO/IEC 15504-3, ISO/IEC 90003, ISO/IEC 12207, ISO 9000, ISO/IEC 15288, ISO/IEC 15504-4, ISO/IEC TR 16326, ISO/IEC TR 19760, ISO/IEC 20000-1, ISO/IEC 15504-5, ISO/IEC TR 15271, ISO/IEC 15504-2, ISO/IEC 15504-1, ISO 9001:2000, ISO 10007:2017
Replaced ByBS ISO/IEC 20000-2:2012
ReplacesBS 15000-2:2003
International RelationshipsISO/IEC 20000-2:2005
DescriptorsComputer networks, Computer software, Personnel, Consumer-supplier relations, Management, Management operations, Data security, Training, Records (documents), Computer hardware, Management techniques, Computers, Recruitment
Title in FrenchTechnologies de l'information. Gestion de services. Code de bonne pratique
ISBN0 580 47530 1
File Size1.694 MB

*To ask about withdrawn titles contact the
BSI Customer Services, +44 345 086 9001
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