ISO20000-2 (ISO 20000-2) Application of Service Management (Single-User Download)

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ISO20000-2 (ISO 20000-2) Application of Service Management (Hardcopy)

ISO/IEC 20000-2:2012 provides advice and guidance on the implementation of a management system that is fully aligned with the requirements in ISO/IEC 20000-1:2011 -service management system (SMS). The aim of this part of the ISO/IEC 20000 standard is to enable an effective understanding of the requirements in Part 1, thus enabling easier implementation of an SMS and easier continual service improvement.

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For an essential overview of the standard, ISO/IEC 20000: An introduction to the global standard for service management

For a step-by-step guide for implementation and certification, Implementing Service Quality based on ISO/IEC 20000

Part 2 gives examples and guidance on how to interpret the requirements in ISO/IEC 20000-1. The standard includes references to other parts of the ISO/IEC 20000 standard as well as references to other International standards.

The standard is applicable to any organisation, no matter their size, type, location or industry. It can be employed by organisations looking for guidance on how to improve service management, even if the organisation is not considering undergoing a formal ISO20000 certification audit.

What are the differences between ISO/IEC 20000-2:2005 and ISO/IEC 20000-2:2012?

ISO/IEC 20000-2 has been revised. The changes to the standard are as follows:

Closer alignment with other International Standards such as ISO 9001 and ISO/IEC 27001
Changes in terminology to mirror those in use internationally
Added guidance on the governance processes operated by third parties
Greater coverage on scoping of an SMS
Enhanced coverage on the continual improvement of services and the SMS
More guidance on the design and transition into a 'live' status for new or changed services

Key Features and Benefits:

Gives guidance on the adoption of a SMS within organisation, leading to easier implemention of an SMS and gaining ISO20000 certification. Helping the organisation to achieve an international benchmark.
Updated taking into consideration the latest in international best practice, bringing ISO20000 implementation guidance up to date.
This standard can be employed by any organisation, no matter their size, location or industry! Making it widely applicable!

If more than one person needs to access this standard, you will need a multiuser licence. A multiuser licence is a cost-effective way of complying with the publisher’s copyright restrictions. Please contact us directly for multiuser pricing options on this standard.

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ISO20000 Implementation Suite

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Publisher: IEC
Format: Electronic Download .PDF

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