AS/NZS ISO/IEC 20000.2:2020
Information technology - Service management, Part 2: Guidance on the application of service management systems
Standard adopts ISO/IEC 20000-2:2019 which provides guidance on the application of a service management system (SMS) based on AS/NZS ISO/IEC 20000.1. It provides examples and recommendations to enable organizations to interpret and apply AS/NZS ISO/IEC 20000.1, including references to other parts of the AS/NZS ISO/IEC 20000 series and other relevant standards. An SMS as designed by an organization cannot exclude any of the requirements specified in AS/NZS ISO/IEC 20000.1
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AS/NZS ISO/IEC 20000.2:2020 Service management Guidance on the application of service management systems
Preface
Foreword
Introduction
1 Scope
1.1 General
1.2 Application
1.3 Structure
2 Normative references
3 Terms and definitions
4 Context of the organization
4.1 Understanding the organization and its context
4.1.1 Required activities
4.1.2 Explanation
4.1.3 Other information
4.2 Understanding the needs and expectations of interested parties
4.2.1 Required activities
4.2.2 Explanation
4.2.3 Other information
4.3 Determining the scope of the service management system
4.3.1 Required activities
4.3.2 Explanation
4.3.3 Other information
4.4 Service management system
4.4.1 Required activities
4.4.2 Explanation
4.4.3 Other information
5 Leadership
5.1 Leadership and commitment
5.1.1 Required activities
5.1.2 Explanation
5.1.3 Other information
5.2 Policy
5.2.1 Required activities
5.2.2 Explanation
5.2.3 Other information
5.3 Organizational roles, responsibilities, and authorities
5.3.1 Required activities
5.3.2 Explanation
5.3.3 Other information
6 Planning
6.1 Actions to address risks and opportunities
6.1.1 Required activities
6.1.2 Explanation
6.1.3 Other information
6.2 Service management objectives and planning to achieve them
6.2.1 Required activities
6.2.2 Explanation
6.2.3 Other information
6.3 Plan the service management system
6.3.1 Required activities
6.3.2 Explanation
6.3.3 Other information
7 Support of the service management system
7.1 Resources
7.1.1 Required activities
7.1.2 Explanation
7.1.3 Other information
7.2 Competence
7.2.1 Required activities
7.2.2 Explanation
7.2.3 Other information
7.3 Awareness
7.3.1 Required activities
7.3.2 Explanation
7.3.3 Other information
7.4 Communication
7.4.1 Required activities
7.4.2 Explanation
7.4.3 Other information
7.5 Documented information
7.5.1 General
7.5.2 Creating and updating documented information
7.5.3 Control of documented information
7.5.4 Service management system documented information
7.6 Knowledge
7.6.1 Required activities
7.6.2 Explanation
7.6.3 Other information
8 Operation of the service management system
8.1 Operational planning and control
8.1.1 Required activities
8.1.2 Explanation
8.1.3 Other information
8.2 Service portfolio
8.2.1 Service delivery
8.2.2 Plan the services
8.2.3 Control of parties involved in the service lifecycle
8.2.4 Service catalogue management
8.2.5 Asset management
8.2.6 Configuration management
8.3 Relationship and agreement
8.3.1 General
8.3.2 Business relationship management
8.3.3 Service level management
8.3.4 Supplier management
8.4 Supply and demand
8.4.1 Budgeting and accounting for services
8.4.2 Demand management
8.4.3 Capacity management
8.5 Service design, build and transition
8.5.1 Change management
8.5.2 Service design and transition
8.5.3 Release and deployment management
8.6 Resolution and fulfilment
8.6.1 Incident management
8.6.2 Service request management
8.6.3 Problem management
8.7 Service assurance
8.7.1 Service availability management
8.7.2 Service continuity management
8.7.3 Information security management
9 Performance evaluation
9.1 Monitoring, measurement, analysis, and evaluation
9.1.1 Required activities
9.1.2 Explanation
9.1.3 Other information
9.2 Internal audit
9.2.1 Required activities
9.2.2 Explanation
9.2.3 Other information
9.3 Management review
9.3.1 Required activities
9.3.2 Explanation
9.3.3 Other information
9.4 Service reporting
9.4.1 Required activities
9.4.2 Explanation
9.4.3 Other information
10 Improvement
10.1 Nonconformity and corrective action
10.1.1 Required activities
10.1.2 Explanation
10.1.3 Other information
10.2 Continual improvement
10.2.1 Required activities
10.2.2 Explanation
10.2.3 Other information
Annex A (informative) Mandatory documented information in ISO/IEC 20000-1:2018
Bibliography
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AS/NZS ISO/IEC 20000.2:2020 Service management Guidance on the application of service management systems
Preface
Foreword
Introduction
1 Scope
1.1 General
1.2 Application
1.3 Structure
2 Normative references
3 Terms and definitions
4 Context of the organization
4.1 Understanding the organization and its context
4.1.1 Required activities
4.1.2 Explanation
4.1.3 Other information
4.2 Understanding the needs and expectations of interested parties
4.2.1 Required activities
4.2.2 Explanation
4.2.3 Other information
4.3 Determining the scope of the service management system
4.3.1 Required activities
4.3.2 Explanation
4.3.3 Other information
4.4 Service management system
4.4.1 Required activities
4.4.2 Explanation
4.4.3 Other information
5 Leadership
5.1 Leadership and commitment
5.1.1 Required activities
5.1.2 Explanation
5.1.3 Other information
5.2 Policy
5.2.1 Required activities
5.2.2 Explanation
5.2.3 Other information
5.3 Organizational roles, responsibilities, and authorities
5.3.1 Required activities
5.3.2 Explanation
5.3.3 Other information
6 Planning
6.1 Actions to address risks and opportunities
6.1.1 Required activities
6.1.2 Explanation
6.1.3 Other information
6.2 Service management objectives and planning to achieve them
6.2.1 Required activities
6.2.2 Explanation
6.2.3 Other information
6.3 Plan the service management system
6.3.1 Required activities
6.3.2 Explanation
6.3.3 Other information
7 Support of the service management system
7.1 Resources
7.1.1 Required activities
7.1.2 Explanation
7.1.3 Other information
7.2 Competence
7.2.1 Required activities
7.2.2 Explanation
7.2.3 Other information
7.3 Awareness
7.3.1 Required activities
7.3.2 Explanation
7.3.3 Other information
7.4 Communication
7.4.1 Required activities
7.4.2 Explanation
7.4.3 Other information
7.5 Documented information
7.5.1 General
7.5.2 Creating and updating documented information
7.5.3 Control of documented information
7.5.4 Service management system documented information
7.6 Knowledge
7.6.1 Required activities
7.6.2 Explanation
7.6.3 Other information
8 Operation of the service management system
8.1 Operational planning and control
8.1.1 Required activities
8.1.2 Explanation
8.1.3 Other information
8.2 Service portfolio
8.2.1 Service delivery
8.2.2 Plan the services
8.2.3 Control of parties involved in the service lifecycle
8.2.4 Service catalogue management
8.2.5 Asset management
8.2.6 Configuration management
8.3 Relationship and agreement
8.3.1 General
8.3.2 Business relationship management
8.3.3 Service level management
8.3.4 Supplier management
8.4 Supply and demand
8.4.1 Budgeting and accounting for services
8.4.2 Demand management
8.4.3 Capacity management
8.5 Service design, build and transition
8.5.1 Change management
8.5.2 Service design and transition
8.5.3 Release and deployment management
8.6 Resolution and fulfilment
8.6.1 Incident management
8.6.2 Service request management
8.6.3 Problem management
8.7 Service assurance
8.7.1 Service availability management
8.7.2 Service continuity management
8.7.3 Information security management
9 Performance evaluation
9.1 Monitoring, measurement, analysis, and evaluation
9.1.1 Required activities
9.1.2 Explanation
9.1.3 Other information
9.2 Internal audit
9.2.1 Required activities
9.2.2 Explanation
9.2.3 Other information
9.3 Management review
9.3.1 Required activities
9.3.2 Explanation
9.3.3 Other information
9.4 Service reporting
9.4.1 Required activities
9.4.2 Explanation
9.4.3 Other information
10 Improvement
10.1 Nonconformity and corrective action
10.1.1 Required activities
10.1.2 Explanation
10.1.3 Other information
10.2 Continual improvement
10.2.1 Required activities
10.2.2 Explanation
10.2.3 Other information
Annex A (informative) Mandatory documented information in ISO/IEC 20000-1:2018
Bibliography
AS/NZS ISO/IEC 20000.2:2020
Online Library subscription information
Online library subscriptions provide a cost-effective solution for organisations of any size to access the latest standards, offering 24/7 access to a personalised catalogue. The service ensures subscribers have have the most up-to-date version of selected standards, incluing automatic updates for any amendments or versions. Pricing is dependent on the chosen standards and the number of concurrent users, with discounts applied from the standards PDF price. For customised subscriptions or further inquiries, contact the Online Library team.