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AS/NZS ISO/IEC 20000.2:2020

Current
Current

The latest, up-to-date edition.

Information technology - Service management Guidance on the application of service management systems
Available format(s)

Hardcopy , PDF 1 User , PDF 3 Users , PDF 5 Users , PDF 9 Users

Language(s)

English

Published date

15-05-2020

Preview

This 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.

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.
Figure 1 illustrates an SMS with the clause content of ISO/IEC 20000-1. It does not represent a structural hierarchy, sequence, or authority levels.
The structure of clauses is intended to provide a coherent presentation of requirements, rather than a model for documenting an organization’s policies, objectives, and processes. Each organization can choose how to combine the requirements into processes. The relationship between each organization and its customers, users, and other interested parties influences how the processes are implemented. However, an SMS as designed by an organization cannot exclude any of the requirements specified in ISO/IEC 20000-1.
The term ‘service’ as used in this document refers to the services in the scope of the SMS. The term ‘organization’ as used in this document refers to the organization in the scope of the SMS. The organization in the scope of the SMS can be part of a larger organization, for example an IT department of a large corporation. The organization manages and delivers services to customers and can also be referred to as a service provider. Any use of the terms ‘service’ or ’organization’ with a different intent is distinguished clearly in this document. The term ‘delivered’, as used in this document, can be interpreted as all of the service lifecycle activities that are performed in addition to daily operational activities. Service lifecycle activities include planning, design, transition, delivery, and improvement.

Committee
IT-030
DocumentType
Standard
ISBN
978 1 76072 838 0
Pages
64
PublisherName
Standards Australia
Status
Current
Supersedes

Standards Relationship
ISO/IEC 20000-2:2019 Identical

Originated as AS 8018.2-2004.
Revised and redesignated as AS ISO/IEC 20000.2-2007.
Second edition 2013.
Jointly revised and redesignated as AS/NZS ISO/IEC 20000.2:2020. Originated as AS 8018.2-2004. Revised and redesignated as AS ISO/IEC 20000.2-2007. Second edition 2013. Jointly revised and redesignated as AS/NZS ISO/IEC 20000.2:2020.

ISO/IEC 19770-1:2017 Information technology — IT asset management — Part 1: IT asset management systems — Requirements
ISO/IEC 27001:2013 Information technology — Security techniques — Information security management systems — Requirements
ISO/IEC 20000-1:2018 Information technology — Service management — Part 1: Service management system requirements
ISO/IEC TR 20000-7:2019 Information technology Service management Part 7: Guidance on the integration and correlation of ISO/IEC 20000-1:2018 to ISO 9001:2015 and ISO/IEC 27001:2013
ISO 37500:2014 Guidance on outsourcing
ISO/IEC 20000-10:2018 Information technology — Service management — Part 10: Concepts and vocabulary
ISO 31000:2018 Risk management — Guidelines
ISO/IEC/IEEE 15939:2017 Systems and software engineering — Measurement process
ISO 55001:2014 Asset management Management systems 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
ISO/IEC 27000:2018 Information technology — Security techniques — Information security management systems — Overview and vocabulary
ISO 9001:2015 Quality management systems — Requirements
ISO/IEC 20000-6:2017 Information technology — Service management — Part 6: Requirements for bodies providing audit and certification of service management systems
ISO/IEC 20000-3:2019 Information technology Service management Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1
ISO/IEC 38500:2015 Information technology — Governance of IT for the organization
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

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