BS ISO/IEC 20000-2:2019- TC Tracked Changes. Information technology. Service management. Guidance on the application of service management systems

BS ISO/IEC 20000-2:2019 - TC

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

Status : Withdrawn   Published : November 2019


What is a tracked changes standard?

A tracked changes version of a Standard indicates the changes made, during the standards revision process, between the active standard and its previous version. Additions, deletions, and other formatting and/or content revisions are clearly displayed as underlined and strikethrough texts, ensuring all changes made between the two documents are quickly and easily identified. This version of the standard includes both a copy of the new standard, along with a track changes version.

What is this standard about?

It gives guidance on how to apply a service management system (SMS) based on BS ISO/IEC 20000-1 Information technology. Service management – a standard which helps users establish and run a SMS, the aim of which is to systematically and consistently improve the delivery of a service.

Who is this standard for?

It gives generic guidance and applies to any organization using an SMS, regardless of its type or size or the nature of the services delivered.

It will specifically be used by:

  • Customers seeking services and wanting assurance regarding the quality of those services 
  • Customers requiring a consistent approach to the service lifecycle from all service providers, including those in the supply chain 
  • Organizations wanting to demonstrate their capability in the planning, design, transition, delivery and improvement of services 
  • Organizations wanting to monitor, measure and review their SMS and services
  • Organizations wanting to improve the planning, design, transition, delivery and improvement of services through effective implementation and operation of an SMS
  • Organizations, or other parties, conducting conformity assessments against the requirements specified in BS ISO/IEC 20000-1:2018
  • Those who provide service management training or advice

Why should you use this standard?

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

NOTE: This part of BS 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.        

What’s changed since the last update?

This is the third edition of this standard. It’s a technical revision which cancels and replaces the 2012 standard. The main changes are:

  1. It’s been updated to align more closely with BS ISO/IEC 20000:2018, BS EN ISO 9001:2015 Quality management systems. Requirements and BS EN ISO/IEC 27001: 2017 Information technology. Security techniques. Information security management systems. Requirements
  2. The clarity and consistency of the guidance has been improved
  3. An annex on all the mandatory documented information called for in Part 1 has been added

Standard NumberBS ISO/IEC 20000-2:2019 - TC
TitleTracked Changes. Information technology. Service management. Guidance on the application of service management systems
Publication Date27 November 2019
Normative References(Required to achieve compliance to this standard)IEC 20000-10
Informative References(Provided for Information)IEC 27000, IEC 38500, IEC TR 20000-7, IEC TR 20000-11, ISO 55001, IEC TR 20000-12, ISO 37500, IEC 27001, IEEE 15939, ISO 31000, IEC 20000-3, IEC 20000-6, ISO 9001, IEC 19770-1, IEC 20000-1
DescriptorsRecords (documents), Consumer-supplier relations, Computer networks, Training, Computers, Management techniques, Computer software, Management, Data security, Computer hardware, Personnel, Management operations, Recruitment
Title in FrenchTechnologies de l'information. Gestion des services Directives relatives à l'application des systèmes de management des services
File Size4.521 MB

 Your basket
Your basket is empty

Multi-user access to over 3,500 medical device standards, regulations, expert commentaries and other documents

Worldwide Standards
We can source any standard from anywhere in the world

Tracked Changes

Understand the changes made to a standard with our new Tracked Changes version

Develop a PAS

Develop a fast-track standardization document in 9-12 months

Customers who bought this product also bought