TS ISO/IEC 20000-2

TS ISO/IEC 20000-2 is a guidance standard for applying a service management system based on ISO/IEC 20000-1. It helps service providers understand how service management requirements can be put into practice by offering examples and suggestions for planning, operating and improving services in a more consistent and controlled way.

Its role within the ISO/IEC 20000 family

This part of ISO/IEC 20000 refers to other parts of the series and to related standards so that organizations can interpret ISO/IEC 20000-1 and apply it effectively. Its purpose is not to define the requirements of a service management system on its own, but to support practical understanding of how those requirements can be implemented. The standard is independent of any specific best practice framework, so an organization may combine generally accepted guidance with its own techniques.

What it helps service organisations understand

In general technical terms, a service management system brings together the processes and controls used to manage service catalogues, service levels, incidents, requests, problems, changes, suppliers and continual improvement. Guidance documents of this kind help organizations align day-to-day operations with business objectives and apply service management practices in a consistent manner rather than treating them as isolated procedures. TS ISO/IEC 20000-2 therefore functions as an interpretive and practical companion to the requirements-focused standard.

• Provides guidance for implementing an ISO/IEC 20000-1-based SMS.
• Offers examples and suggestions to support interpretation of the standard.
• References other parts of ISO/IEC 20000 and related standards.
• Can be used without being tied to a particular best practice framework.