TS ISO/IEC 20000-2

TS ISO/IEC 20000-2 is a guidance standard for implementing a service management system (SMS) based on ISO/IEC 20000-1. It helps organizations understand how the core ideas of service management fit together and how the ISO/IEC 20000 series can be used as a practical reference set when building or improving a service management approach. Because it is independent of any specific best practice framework, it can support different operating models and levels of maturity.

Guidance for applying a service management system

In general technical terms, service management is concerned with planning, operating, monitoring, and continually improving services delivered to customers and users. ISO/IEC 20000-1 defines the requirements for an SMS, while TS ISO/IEC 20000-2 provides examples and suggestions for interpreting those requirements in practice. That makes the document useful for aligning policy, process ownership, measurement, review, and improvement activities within a coherent management system.

Relationship to the ISO/IEC 20000 series and other standards

This standard refers to other parts of the ISO/IEC 20000 series and to other relevant standards, helping readers place ISO/IEC 20000-1 in a wider technical context. The result is a guidance document rather than a requirements standard: it supports implementation decisions without prescribing a single framework or a single way of working. Service providers can combine generally accepted guidance with their own techniques to shape an SMS that fits their environment.

• Supports interpretation of ISO/IEC 20000-1-based service management systems.
• Provides examples and suggestions rather than requirements.
• References other parts of the ISO/IEC 20000 series and related standards.
• Is independent of any specific best practice framework.
• Allows a blend of generally accepted guidance and organization-specific techniques.