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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:
Finally, it should be noted that like their predecessors, the ISO 20000 standards are designed to apply to both large and small service providers.
- 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;
Obtaining The Standard & Toolkit
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