Part 2 of the ISO20000 Standard provides guidance on the adoption of a service management system (SMS) aligned with the requirements in Part 1, ISO/IEC 20000-1:2011.
ISO20000-2:2012 gives guidance on the adoption of a service management system (SMS) aligned with the requirements laid out in Part 1 of the Standard, ISO20000-1:2011. Part 2 provides examples and suggestions to enable organisations to interpret and apply ISO20000-1 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.
ISO20000-2:2012 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 ISO20000 certification audit.
ISO/IEC 20000-2 has been revised as follows: