BS ISO/IEC 20000-2:2012

BS ISO/IEC 20000-2:2012 Information technology Service management Part 2: Guidance on the application of service management systems

Coordinated integration and implementation of an SMS provides ongoing control, greater effectiveness and opportunities for continual improvement. It enables an organization to work effectively with a shared vision. Appropriate tools may be used to enable the service management processes to be effective and efficient. The most effectual organizations consider the impact of the SMS through all stages of the service lifecycle, from planning and design to transition and operation.

What is BS ISO/IEC 20000-2:2012?

This document provides guidance on the application of an SMS based on ISO/IEC 20000-1. It provides examples and suggestions to enable organizations to interpret and apply ISO/IEC 20000-1, including references to other parts of ISO/IEC 20000 and other relevant standards.

This part of ISO/IEC 20000 is independent of specific best practice frameworks and the service provider can apply a combination of generally accepted guidance and their own techniques.

This standard will allow you to:

• Understand and fulfil service requirements to achieve customer satisfaction
• Establish policy and objectives for service management
• Design and deliver services based on an SMS that will add value for the customer
• Monitor, measure and review performance of an SMS and its services
• Continually improve an SMS and its services based on objective measurements

Evidence of top management commitment

Without management commitment, it is possible that management decisions can be made that conflict with requirements for an effective SMS. Examples can include reallocation of resources to other projects, lack of communication about the SMS and unresolved conflicts in process design.

BS ISO/IEC 20000-2:2012 is committed to ensuring evidence of management commitment and accountability available for review by an assessor. The alignment between policies, processes and procedures stated in the standard enables top management direction to be cascaded to all service provider personnel. This should align management decisions with the way the service provider's personnel operate on a day to day basis.

Top management approval of the service management plan is important because the plan can have implications for commitments to the customer, planning activities for suppliers and the allocation of resources for improvements and other changes.

Grasp changes that can affect your organization

This second edition cancels and replaces the first edition (ISO/IEC 20000-2:2005), which has been technically revised. The major differences are as follows:

• Closer alignment to ISO 9001 and ISO/IEC 27001
• Changes in terminology to reflect international usage
• New guidance on governance of processes operated by other parties
• Further guidance on defining the scope of the SMS
• Further guidance on continual improvement of the SMS and services
• Further guidance on the design and transition of new or changed services

Who should buy it?

• Organizations seeking services from service providers and requiring assurance that their service requirements will be fulfilled
• Service providers that intend to demonstrate their capability for the design, transition, delivery and improvement of services that fulfil service requirements
• Organizations that require a consistent approach by all their service providers, including those in a supply chain
• Service providers that wish to monitor measure and review their service management processes and services
• An assessor as the criteria for a conformity assessment of a service provider’s SMS to the requirements in this part of ISO/IEC 20000
• Service providers that wish to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS