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  • ISO/IEC 20000-2:2012

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    Information technology Service management Part 2: Guidance on the application of service management systems

    Available format(s):  Hardcopy, PDF 1 User, PDF 3 Users, PDF 5 Users, PDF 9 Users

    Withdrawn date:  20-08-2019

    Language(s):  English, French

    Published date:  14-02-2012

    Publisher:  International Organization for Standardization

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    Abstract - (Show below) - (Hide below)

    ISO/IEC 20000-2:2012 provides guidance on the application of service management systems (SMS) based on the requirements in ISO/IEC 20000-1.

    ISO/IEC 20000-2:2012 enables organizations and individuals to interpret ISO/IEC 20000-1 more accurately, and therefore to use it more effectively. The guidance includes examples and suggestions to enable organizations to interpret and apply ISO/IEC 20000-1, including references to other parts of ISO/IEC 20000 and other relevant standards.

    This includes guidance on the use of an SMS for the planning, design, transition, delivery and improvement of the SMS and services. At a minimum this includes service management policies, objectives, plans, service management processes, process interfaces, documentation and resources. The SMS provides ongoing control, greater effectiveness, efficiency and opportunities for continual improvement of service management and of services. It enables an organization to work effectively with a shared vision.

    General Product Information - (Show below) - (Hide below)

    Committee ISO/IEC JTC 1/SC 40
    Document Type Standard
    Publisher International Organization for Standardization
    Status Withdrawn
    Superseded By
    Supersedes

    Standards Referenced By This Book - (Show below) - (Hide below)

    UNE-EN 80001-1:2012 Application of risk management for IT-networks incorporating medical devices -- Part 1: Roles, responsibilities and activities
    PD ISO/IEC TR 20000-5:2013 (published 2013-11) Information technology. Service management Exemplar implementation plan for ISO/IEC 20000-1
    10/30207796 DC : 0 BS ISO/IEC 15289 - SOFTWARE AND SYSTEMS ENGINEERING - CONTENT OF LIFE-CYCLE INFORMATION PRODUCTS
    BS PD ISO/IEC TR 20000-3 : 2009 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 3: GUIDANCE ON SCOPE DEFINITION AND APPLICABILITY OF ISO/IEC 20000-1
    BS PD ISO/IEC TR 90006 : 2013 INFORMATION TECHNOLOGY - GUIDELINES FOR THE APPLICATION OF ISO 9001:2008 TO IT SERVICE MANAGEMENT AND ITS INTEGRATION WITH ISO/IEC 20000-1:2011
    ISO/IEC/IEEE 15289:2017 Systems and software engineering Content of life-cycle information items (documentation)
    CAN/CSA-ISO/IEC 27031:13 (R2017) Information technology - Security techniques - Guidelines for information and communication technology readiness for business continuity (Adopted ISO/IEC 27031:2011, first edition, 2011-03-01)
    CSA TELECOM ORGANIZATIONS PACKAGE : 2018 CONSISTS OF CAN/CSA-ISO/IEC 27000:18 - INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - INFORMATION SECURITY MANAGEMENT SYSTEMS - OVERVIEW AND VOCABULARY; CAN/CSA-ISO/IEC 27001:14, INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - INFORMATION SECURITY MANAGEMENT SYSTEMS - REQUIREMENTS; CAN/CSA-ISO/IEC 27002:15 - INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - CODE OF PRACTICE FOR
    ISO/IEC 27031:2011 Information technology Security techniques Guidelines for information and communication technology readiness for business continuity
    CSA ISO/IEC 20000-1 :2013 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS
    CSA ISO/IEC 24762: 2008 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - GUIDELINES FOR INFORMATION AND COMMUNICATIONS TECHNOLOGY DISASTER RECOVERY SERVICES
    BS ISO/IEC 20000-1:2011 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS
    ISO/IEC 24762:2008 Information technology Security techniques Guidelines for information and communications technology disaster recovery services
    TR 101 552 : 1.0.0 GUIDANCE FOR THE APPLICATION OF CONFORMITY ASSESSMENT TO ACCESSIBILITY REQUIREMENTS FOR PUBLIC PROCUREMENT OF ICT PRODUCTS AND SERVICES IN EUROPE
    ISO/IEC 27002:2013 Information technology Security techniques Code of practice for information security controls
    15/30299325 DC : 0 BS ISO/IEC 27013 - INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - GUIDANCE ON THE INTEGRATED IMPLEMENTATION OF ISO/IEC 27001 AND ISO/IEC 20000-1
    ISO/IEC TR 20000-11:2015 Information technology Service management Part 11: Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: ITIL
    BS ISO/IEC 24762 : 2008 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - GUIDELINES FOR INFORMATION AND COMMUNICATIONS TECHNOLOGY DISASTER RECOVERY SERVICES
    CSA ISO/IEC 27002 : 2015 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - CODE OF PRACTICE FOR INFORMATION SECURITY CONTROLS
    07/30160561 DC : 0 BS ISO/IEC 12207 - SYSTEMS AND SOFTWARE ENGINEERING - SOFTWARE LIFE CYCLE PROCESSES
    CAN/CSA-ISO/IEC 27013:16 Information technology - Security techniques - Guidance on the integrated implementation of ISO/IEC 27001 and ISO/IEC 20000-1 (Adopted ISO/IEC 27013:2015, second edition, 2015-12-01)
    BIP 0101 : 2008 ISO/IEC 20000: AN INTRODUCTION
    BS ISO/IEC 20000-6:2017 (published 2017-06) Information technology. Service management Requirements for bodies providing audit and certification of service management systems
    UNE-ISO/IEC 27002:2015 Information technology -- Security techniques -- Code of practice for information security controls
    UNE-ISO/IEC 20000-1:2011 Information technology. Service management. Part 1: Service Management System requirements
    CSA ISO/IEC 20000-1 : 2013 : R2017 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS
    ISO/IEC TR 29110-5-3:2018 Systems and software engineering Lifecycle profiles for Very Small Entities (VSEs) Part 5-3: Service delivery guidelines
    BS ISO/IEC 27002 : 2013 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - CODE OF PRACTICE FOR INFORMATION SECURITY CONTROLS
    UNE-EN ISO/IEC 27002:2017 Information technology - Security techniques - Code of practice for information security controls (ISO/IEC 27002:2013 including Cor 1:2014 and Cor 2:2015)
    BS ISO/IEC IEEE 15289 : 2019 SYSTEMS AND SOFTWARE ENGINEERING - CONTENT OF LIFE-CYCLE INFORMATION ITEMS (DOCUMENTATION)
    S.R. CEN/CLC/ETSI/TR 101 552:2014 GUIDANCE FOR THE APPLICATION OF CONFORMITY ASSESSMENT TO ACCESSIBILITY REQUIREMENTS FOR PUBLIC PROCUREMENT OF ICT PRODUCTS AND SERVICES IN EUROPE
    ISO/IEC 27013:2015 Information technology Security techniques Guidance on the integrated implementation of ISO/IEC 27001 and ISO/IEC 20000-1
    INCITS/ISO/IEC 24762 : 2009(R2014) INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - GUIDELINES FOR INFORMATION AND COMMUNICATIONS TECHNOLOGY DISASTER RECOVERY SERVICES
    PD ISO/IEC TR 20000-12:2016 Information technology. Service management Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: CMMI-SVC®
    AAMI IEC 80001-1 : 2010 APPLICATION OF RISK MANAGEMENT FOR IT NETWORKS INCORPORATING MEDICAL DEVICES - PART 1: ROLES, RESPONSIBILITIES AND ACTIVITIES
    DIN EN ISO/IEC 27002 E : 2017 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - CODE OF PRACTICE FOR INFORMATION SECURITY CONTROLS (ISO/IEC 27002:2013 INCLUDING COR 1:2014 AND COR 2:2015)
    BS EN 80001-1 : 2011 APPLICATION OF RISK MANAGEMENT FOR IT-NETWORKS INCORPORATING MEDICAL DEVICES - PART 1: ROLES, RESPONSIBILITIES AND ACTIVITIES
    BS EN ISO/IEC 27002:2017 (published 2017-03) Information technology. Security techniques. Code of practice for information security controls
    UNE-ISO/IEC 20000-3:2015 Information technology. Service management. Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1
    12/30257208 DC : DRAFT FEB 2012 BS ISO/IEC 20000-3 - INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 3: GUIDANCE ON SCOPE DEFINITION AND APPLICABILITY OF ISO/IEC 20000-1
    BIP 0103 : 2008 ISO/IEC 20000: A POCKET GUIDE
    DIN EN ISO/IEC 27002:2017-06 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - CODE OF PRACTICE FOR INFORMATION SECURITY CONTROLS (ISO/IEC 27002:2013 INCLUDING COR 1:2014 AND COR 2:2015)
    09/30184534 DC : DRAFT JAN 2009 BS ISO/IEC 20000-1 - INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS
    ISO/IEC TR 20000-9:2015 Information technology Service management Part 9: Guidance on the application of ISO/IEC 20000-1 to cloud services
    CSA ISO/IEC 27031 : 2013 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - GUIDELINES FOR INFORMATION AND COMMUNICATION TECHNOLOGY READINESS FOR BUSINESS CONTINUITY
    ISO/IEC TR 90006:2013 Information technology Guidelines for the application of ISO 9001:2008 to IT service management and its integration with ISO/IEC 20000-1:2011
    ISO/IEC TR 20000-10:2015 Information technology Service management Part 10: Concepts and terminology
    ISO/IEC TS 15504-8:2012 Information technology Process assessment Part 8: An exemplar process assessment model for IT service management
    UNI/TS 11465-1 : 2012 ELECTRONIC SIGNATURES AND INFRASTRUCTURES (ESI) - DATA PRESERVATION SYSTEMS SECURITY - PART 1: REQUIREMENTS FOR IMPLEMENTATION AND MANAGEMENT
    08/30128080 DC : 0 ISO/IEC 19770-2 - SOFTWARE ASSET MANAGEMENT - PART 2: SOFTWARE IDENTIFICATION TAG
    UNI CEI ISO/IEC TR 20000-3 : 2010 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 3: GUIDANCE ON SCOPE DEFINITION AND APPLICABILITY OF ISO/IEC 20000-1
    CSA INFORMATION SECURITY PACKAGE : 2018 CONSISTS OF CAN/CSA-ISO/IEC 27000:18 - INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - INFORMATION SECURITY MANAGEMENT SYSTEMS - OVERVIEW AND VOCABULARY; CAN/CSA-ISO/IEC 27001:14, INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - INFORMATION SECURITY MANAGEMENT SYSTEMS - REQUIREMENTS; CAN/CSA-ISO/IEC 27002:15 - INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - CODE OF PRACTICE FOR INFORMATION
    BIP 0102 : 2008 IMPLEMENTING ISO/IEC 20000 CERTIFICATION: THE ROADMAP
    PD IEC/TR 80001-2-2:2012 (published 2012-07) Application of risk management for IT-networks incorporating medical devices Guidance for the disclosure and communication of medical device security needs, risks and controls
    INCITS/ISO/IEC 27002 : 2014 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - CODE OF PRACTICE FOR INFORMATION SECURITY CONTROLS
    CEI UNI ISO/IEC TR 20000-3 : 2011 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 3: GUIDANCE ON SCOPE DEFINITION AND APPLICABILITY OF ISO/IEC 20000-1
    BS ISO/IEC 27031 : 2011 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - GUIDELINES FOR INFORMATION AND COMMUNICATION TECHNOLOGY READINESS FOR BUSINESS CONTINUITY
    17/30329617 DC : 0 BS ISO/IEC 29110-4-3 - SYSTEMS AND SOFTWARE ENGINEERING - LIFECYCLE PROFILES FOR VERY SMALL ENTITIES (VSES) - PART 4-3: SERVICE DELIVERY - PROFILE SPECIFICATION
    16/30326000 DC : 0 BS ISO/IEC 19770-1 - INFORMATION TECHNOLOGY - IT ASSET MANAGEMENT - PART 1: IT ASSET MANAGEMENT SYSTEMS - REQUIREMENTS
    CSA ISO/IEC TR 20000-5 : 2015 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 5: EXEMPLAR IMPLEMENTATION PLAN FOR ISO/IEC 20000-1
    ISO/IEC 19770-1:2017 Information technology — IT asset management — Part 1: IT asset management systems — Requirements
    GS ISI 001-2 : 1.1.2 INFORMATION SECURITY INDICATORS (ISI); INDICATORS (INC); PART 2: GUIDE TO SELECT OPERATIONAL INDICATORS BASED ON THE FULL SET GIVEN IN PART 1
    I.S. EN ISO/IEC 27002:2017 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - CODE OF PRACTICE FOR INFORMATION SECURITY CONTROLS (ISO/IEC 27002:2013 INCLUDING COR 1:2014 AND COR 2:2015)
    I.S. ISO/IEC 27002:2013 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - CODE OF PRACTICE FOR INFORMATION SECURITY CONTROLS
    CEI EN 80001-1 : 2016 APPLICATION OF RISK MANAGEMENT FOR IT-NETWORKS INCORPORATING MEDICAL DEVICES - PART 1: ROLES, RESPONSIBILITIES AND ACTIVITIES
    CEI UNI ISO/IEC 27002 : 2014 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - CODE OF PRACTICE FOR INFORMATION SECURITY CONTROLS
    UNE-ISO/IEC TR 20000-3:2011 IN Information technology. Service management. Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1
    IEC TR 80001-2-2:2012 Application of risk management for IT-networks incorporating medical devices - Part 2-2: Guidance for the disclosure and communication of medical device security needs, risks and controls
    IEC 80001-1:2010 Application of risk management for IT-networks incorporating medical devices - Part 1: Roles, responsibilities and activities
    ISO/IEC 20000-3:2012 Information technology Service management Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1
    ISO/IEC TR 20000-5:2013 Information technology Service management Part 5: Exemplar implementation plan for ISO/IEC 20000-1
    EN ISO/IEC 27002 : 2017 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - CODE OF PRACTICE FOR INFORMATION SECURITY CONTROLS (ISO/IEC 27002:2013 INCLUDING COR 1:2014 AND COR 2:2015)
    INCITS/ISO/IEC 27013 : 2014 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - GUIDANCE ON THE INTEGRATED IMPLEMENTATION OF ISO/IEC 27001 AND ISO/IEC 20000-1
    AAMI IEC TIR 80001-2-2 : 2012 APPLICATION OF RISK MANAGEMENT FOR IT-NETWORKS INCORPORATING MEDICAL DEVICES - PART 2-2: GUIDANCE FOR THE DISCLOSURE AND COMMUNICATION OF MEDICAL DEVICE SECURITY NEEDS, RISKS AND CONTROLS
    I.S. EN 80001-1:2011 APPLICATION OF RISK MANAGEMENT FOR IT-NETWORKS INCORPORATING MEDICAL DEVICES - PART 1: ROLES, RESPONSIBILITIES AND ACTIVITIES
    BS PD ISO/IEC TR 20000-11 : 2015 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 11: GUIDANCE ON THE RELATIONSHIP BETWEEN ISO/IEC 20000-1:2011 AND SERVICE MANAGEMENT FRAMEWORKS: ITIL[R]
    CSA ISO/IEC 24762 : 2008 : R2013 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - GUIDELINES FOR INFORMATION AND COMMUNICATIONS TECHNOLOGY DISASTER RECOVERY SERVICES
    PD ISO/IEC TR 20000-9:2015 Information technology. Service management Guidance on the application of ISO/IEC 20000-1 to cloud services
    BS ISO/IEC 19770-1:2017 INFORMATION TECHNOLOGY - IT ASSET MANAGEMENT - PART 1: IT ASSET MANAGEMENT SYSTEMS - REQUIREMENTS
    CEI UNI ISO/IEC 20000-1 : 2012 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS
    ISO/IEC TR 20000-3:2009 Information technology — Service management — Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1
    ISO/IEC 20000-6:2017 Information technology — Service management — Part 6: Requirements for bodies providing audit and certification of service management systems
    PD ISO/IEC TR 20000-10:2015 Information technology. Service management Concepts and terminology
    UNI CEI ISO/IEC 20000-1 : 2012 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS
    ISO/IEC TR 20000-12:2016 Information technology Service management Part 12: Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: CMMI-SVC
    11/30207802 DC : 0 BS ISO/IEC 27013 - INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - GUIDELINES ON THE INTEGRATED IMPLEMENTATION OF ISO/IEC 27001 AND ISO/IEC 20000-1
    13/30277600 DC : 0 BS ISO 37500 - GUIDANCE ON OUTSOURCING
    BS ISO/IEC 27013:2015 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - GUIDANCE ON THE INTEGRATED IMPLEMENTATION OF ISO/IEC 27001 AND ISO/IEC 20000-1
    CAN/CSA-ISO/IEC TR 20000-12:18 Information technology — Service management — Part 12: Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: CMMI-SVC (Adopted ISO/IEC TR 20000-12:2016, first edition, 2016-10-01)
    BS ISO/IEC IEEE 15289 : 2011 SYSTEMS AND SOFTWARE ENGINEERING - CONTENT OF LIFE-CYCLE INFORMATION ITEMS (DOCUMENTATION)
    BS ISO/IEC 20000-3:2012 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 3: GUIDANCE ON SCOPE DEFINITION AND APPLICABILITY OF ISO/IEC 20000-1
    UNI CEI ISO/IEC 27002 : 2014 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - CODE OF PRACTICE FOR INFORMATION SECURITY CONTROLS
    ISO/IEC 20000-1:2011 Information technology Service management Part 1: Service management system requirements
    EN 80001-1 : 2011 APPLICATION OF RISK MANAGEMENT FOR IT-NETWORKS INCORPORATING MEDICAL DEVICES - PART 1: ROLES, RESPONSIBILITIES AND ACTIVITIES

    Standards Referencing This Book - (Show below) - (Hide below)

    ISO/IEC TR 20000-5:2013 Information technology Service management Part 5: Exemplar implementation plan for ISO/IEC 20000-1
    ISO 19011:2011 Guidelines for auditing management systems
    AS/NZS ISO/IEC 20000.6:2019 Information technology - Service management Requirements for bodies providing audit and certification of service management systems
    ISO/IEC 27001:2013 Information technology — Security techniques — Information security management systems — Requirements
    ISO/IEC 15504-5:2012 Information technology Process assessment Part 5: An exemplar software life cycle process assessment model
    ISO/IEC 15504-3:2004 Information technology Process assessment Part 3: Guidance on performing an assessment
    ISO/IEC 15504-4:2004 Information technology Process assessment Part 4: Guidance on use for process improvement and process capability determination
    ISO/IEC TR 24748-2:2011 Systems and software engineering Life cycle management Part 2: Guide to the application of ISO/IEC 15288 (System life cycle processes)
    ISO/IEC 38500:2015 Information technology Governance of IT for the organization
    ISO/IEC TR 24748-3:2011 Systems and software engineering Life cycle management Part 3: Guide to the application of ISO/IEC 12207 (Software life cycle processes)
    ISO 31000:2009 Risk management Principles and guidelines
    AS/NZS ISO/IEC 20000.1:2019 Information technology - Service management Service management system requirements
    ISO/IEC 27002:2013 Information technology Security techniques Code of practice for information security controls
    AS/NZS ISO/IEC 20000.10:2019 Information technology - Service management Concepts and vocabulary
    ISO/IEC TR 20000-4:2010 Information technology Service management Part 4: Process reference model
    ISO/IEC 15504-2:2003 Information technology Process assessment Part 2: Performing an assessment
    ISO/IEC 19770-1:2012 Information technology Software asset management Part 1: Processes and tiered assessment of conformance
    ISO/IEC 20000-1:2011 Information technology Service management Part 1: Service management system requirements
    ISO/IEC 15288:2008 Systems and software engineering System life cycle processes
    ISO/IEC TR 20000-3:2009 Information technology — Service management — Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1
    ISO 10002:2014 Quality management Customer satisfaction Guidelines for complaints handling in organizations
    ISO 9004:2009 Managing for the sustained success of an organization A quality management approach
    ISO/IEC 27005:2011 Information technology Security techniques Information security risk management
    ISO/IEC 12207:2008 Systems and software engineering Software life cycle processes
    ISO/IEC TR 9126-3:2003 Software engineering Product quality Part 3: Internal metrics
    ISO 9001:2015 Quality management systems - Requirements
    ISO 9000:2015 Quality management systems Fundamentals and vocabulary
    ISO/IEC TR 9126-2:2003 Software engineering Product quality Part 2: External metrics
    ISO/IEC 90003:2014 Software engineering Guidelines for the application of ISO 9001:2008 to computer software
    ISO/IEC 15504-1:2004 Information technology Process assessment Part 1: Concepts and vocabulary
    ISO 10007:2017 Quality management — Guidelines for configuration management
    ISO/IEC 15939:2007 Systems and software engineering Measurement process
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