TS ISO/IEC 20000-2
Information technology - Service management - Part 2: Guidance on the application of service management systems
This document provides guidance on the application of a service management system (SMS) based on ISO/IEC 20000-1. It provides examples and recommendations to enable organizations to interpret and apply ISO/IEC 20000-1, including references to other parts of ISO/IEC 20000 and other relevant standards.
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About This Item
TS ISO/IEC 20000-2 is a guidance standard for organizations that want to implement a service management system (SMS) based on ISO/IEC 20000-1. Rather than defining conformity requirements itself, this part explains how service management concepts can be interpreted and applied in practice.
Making the service management system actionable
Service management is about governing IT services in a planned, consistent, and measurable way. In the ISO/IEC 20000 family, ISO/IEC 20000-1 sets the requirements, while ISO/IEC 20000-2 provides explanations, examples, and recommendations to support implementation. That makes the standard useful when translating clauses into operating processes, roles, responsibilities, and workable controls across different organizational structures.
What the guidance covers
This document offers examples and recommendations that help organizations interpret ISO/IEC 20000-1, and it references other parts of ISO/IEC 20000 as well as related standards. In practical terms, that supports a service management system as an integrated set of activities such as service level management, incident and problem management, change control, and service continuity. As general technical context, guidance standards like this help organizations adapt a common framework to their own service portfolio, risk profile, and operational maturity.
It is useful for structuring the system, organizing documentation, and understanding how processes fit together. The document functions as implementation guidance, not as a separate requirement set replacing ISO/IEC 20000-1.
- Publication Date: 15.02.2021
- Standard Status: U (Yürürlükteki Standard/Standard)
- Publisher: TSE
- Document Language: en
- ICS Classification: 03.080.99 Diğer Hizmetler; 35.020 Enformasyon Teknolojisi (Genel)
- Pages: 75
- Source Standard: ISO/IEC 20000-2:2019
- International Equivalents: ISO/IEC 20000-2-EQV; ISO/IEC 20000-2-EQV
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