BS ISO/IEC 20000-2:2019+A1:2020 Information technology. Service management. Guidance on the application of service management systems

BS ISO/IEC 20000-2:2019+A1:2020

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

Status : Current   Published : August 2019



What is BS ISO/IEC 20000-2:2019+A1:2020 about?

BS ISO/IEC 20000-1 Information technology. Service management helps users establish and run a service management system (SMS) that systematically and consistently improves the delivery of a service. BS ISO/IEC 20000-2:2019+A1:2020 is Part 2 in the series and gives guidance on how to apply an SMS based on Part 1.

Who is BS ISO/IEC 20000-2:2019+A1:2020 for?

It applies to any organization using an SMS, regardless of its type or size or the nature of the services delivered, although the standard has its roots in IT and is intended for service management of services using technology and digital information. Specifically, it will be used by:

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

Why should you use BS ISO/IEC 20000-2:2019+A1:2020?

This is an easy to read and understand guidance document on applying service management to any service provider: internal or external, large or small, commercial or non-commercial.

It gives guidance on establishing, implementing, maintaining and continually improving a SMS. It provides examples and suggestions to help organizations interpret and apply Part 1, including references to other parts of BS ISO/IEC 20000 and other relevant standards.

This standard is essential to anyone implementing a service management system based on BS ISO/IEC 20000-1, but can be used by any organization besides that is looking for guidance on how to improve service management, whether or not it’s interested in seeking certification. 

In particular, the standard will help users:

-        Establish whether BS ISO/IEC 20000-1 applies to their organization’s specific circumstances

-        See how the scope of their SMS can be defined, irrespective of experience with other management systems

-        Improve service management system implementation efficiency


BS ISO/IEC 20000-2:2019+A1:2020 contributes to UN Sustainable Development Goal 9 on industry, innovation and infrastructure because the standard supports high levels of service management and thus ultimately the resilience of infrastructure.


 What’s new about BS ISO/IEC 20000-2:2019+A1:2020?

A mistake was noted in Figure 3 of BS ISO/IEC 20000-2:2019 which has now been corrected. 

Standard NumberBS ISO/IEC 20000-2:2019+A1:2020
TitleInformation technology. Service management. Guidance on the application of service management systems
Publication Date20 August 2019
Normative References(Required to achieve compliance to this standard)IEC 20000-10
Informative References(Provided for Information)ISO 37500, ISO 31000, IEC TR 20000-12, IEC TR 20000-7, ISO 9001, IEC 20000-3, IEC 19770-1, IEC TR 20000-11, IEC 38500, IEEE 15939, ISO 55001, IEC 20000-1, IEC 27000, IEC 20000-6, IEC 27001
ReplacesBS ISO/IEC 20000-2:2012
International RelationshipsISO/IEC 20000-2:2019/Amd.1:202
Amended ByAmendment, August 2020
Draft Superseded ByDC//IEC 20000-2:2019/DAMD 1
DescriptorsManagement, Computer networks, Consumer-supplier relations, Recruitment, Records (documents), Computers, Data security, Management techniques, Personnel, Computer software, Computer hardware, Management operations, Training
Title in FrenchTechnologies de l'information. Gestion des services Directives relatives à l'application des systèmes de management des services
ISBN978 0 539 14090 3
File Size3.848 MB

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