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Service Management Code of Practice ISO 20000-2



ISO 20000-2 is a code of practice, and bascially describes the best practices for service management within the scope of Part 1 of the standard set. It was originally developed by the British Standards Institute, as the standard BS 15000-2, and was adopted by ISO under its fact-track procedures (committee ISO/IEC JTC1).

It takes the form of guidance and recommendations, and should be used in conjunction with ISO 20000-1. It represents "an industry consensus on quality standards for IT service management processes". These service management processes deliver the best possible service to meet a customers business needs within agreed resource levels.

It consists of the following ten sections:

  • Scope;
  • Terms & Definitions;
  • The Management System;
  • Planning and Inplementing Service Management;
  • Planning and Implementing New or Changed Services;
  • SD Processes;
  • Relationship Processes;
  • Resolution Processes;
  • Control Processes;
  • Release Process;

Finally, it should be noted that like their predecessors, the ISO 20000 standards are designed to apply to both large and small service providers.


Obtaining The Standard & Toolkit


RETURN TO MAIN ISO 20000 PAGE





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