Skip to Main Content
Prepare for the storms and navigate to cyber safety with IT Governance. Find out more
ISO/IEC 20000-2 2012  Standard

ISO/IEC 20000-2 2012 Standard

SKU: 333
Authors: ISO/IEC
Publishers: ISO/IEC
Format: PDF
Published: 14 Feb 2012
Availability: Immediate Download
Format: Hardcopy
Pages: 42
Published: 23 Aug 2007
Availability: In Stock

ISO/IEC 20000-2 2012 - Information Technology - Service Management - Part 2: Guidance on the application of service management systems Standard.

Part 2 of the ISO/IEC 20000 Standard provides guidance on the adoption of a service management system (SMS) aligned with the requirements in Part 1, ISO/IEC 20000-1:2011.

Price: £140.00

ISO/IEC 20000-2 Standard 

ISO/IEC 20000-2:2012 - Information technology – Service management – gives guidance on the adoption of a service management system (SMS) aligned with the requirements laid out in Part 1 of the Standard, ISO/IEC 20000-1:2011. Part 2 provides examples and suggestions to enable organisations to interpret and apply ISO/IEC 20000-1 more easily, so that it can be used more effectively.

This guidance includes the use of an SMS for the planning, design, transition, delivery and improvement of the SMS and services, including service management policies, objectives, plans, service management processes, process interfaces, documentation and resources. The SMS provides ongoing control, greater effectiveness, efficiency and opportunities for continual improvement of service management and of services.

ISO/IEC 20000-2:2012 also includes references to other parts of ISO/IEC 20000 and other relevant standards.

The Standard is applicable to any organisation, whatever its 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 ISO 20000 certification audit.

The difference between the 2005 and 2012 versions of ISO/IEC 20000

ISO/IEC 20000-2 has been revised as follows:

  • Closer alignment with ISO 9001 and ISO 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.

Customer Reviews

This website uses cookies. View our cookie policy
WIN £100