IEEE 20000-2-2013
2:2012, Information technology -- Service management -- Part 2: Guidance on the application of service management systems
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- Language: English
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About This Item
20000-2-2013 is a technical document for information technology service management, focusing on guidance for applying service management systems. It is relevant where organizations need a structured way to plan, operate, and improve service delivery in computing and processing environments. The standard helps align service management activities with consistent practices, which can support better control, clearer responsibilities, and more reliable outcomes across IT services and support processes.
About 20000-2-2013
This standard belongs to the ISO/IEC 20000 series and provides guidance on the application of service management systems. In practical terms, 20000-2-2013 supports organizations that want to interpret and apply service management requirements in a structured way. The subtitle indicates a focus on guidance rather than strict requirements, making it useful as a companion document for implementation, review, and internal alignment within IT service operations.
Where is 20000-2-2013 used?
20000-2-2013 is commonly used in IT departments, managed service environments, and organizations that deliver computing services to internal or external users. It may be applied when defining service processes, documenting responsibilities, or assessing how a service management system is put into practice. The guidance is especially relevant for teams handling incident response, service requests, change coordination, and other operational workflows where consistency and traceability matter.
Importance in practice
In practice, the value of 20000-2-2013 lies in helping organizations apply service management methods more consistently and with less ambiguity. It can support compliance efforts, improve process discipline, and reduce operational risk by clarifying how a service management system should be interpreted. For procurement, audits, and internal governance, the standard provides a useful technical reference for comparing practices and checking whether service delivery is being managed in a controlled way.
- Guidance for service management system application
- IT service delivery and operational control
- Process consistency across support activities
- Useful reference for audits and internal review
- Publication Date: 2013
- Standard Status: Inactive
- Publisher: IEEE
- Subject: Computing and Processing
- Official IEEE: Doi link
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