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ISO/IEC 20000-2:2012

Withdrawn
Withdrawn

A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.

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withdrawn

A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.

Information technology Service management Part 2: Guidance on the application of service management systems
Available format(s)

Hardcopy , PDF , PDF 3 Users , PDF 5 Users , PDF 9 Users

Withdrawn date

08-20-2019

Language(s)

English, French

Published date

02-14-2012

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.

DocumentType
Standard
Pages
85
PublisherName
International Organization for Standardization
Status
Withdrawn
SupersededBy
Supersedes

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10/30207796 DC : 0 BS ISO/IEC 15289 - SOFTWARE AND SYSTEMS ENGINEERING - CONTENT OF LIFE-CYCLE INFORMATION PRODUCTS
PD ISO/IEC TR 20000-3:2009 Information technology. Service management Guidance on scope definition and applicability of ISO/IEC 20000-1
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)
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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 Service management system requirements
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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
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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
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07/30160561 DC : 0 BS ISO/IEC 12207 - SYSTEMS AND SOFTWARE ENGINEERING - SOFTWARE LIFE CYCLE PROCESSES
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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
VDI/VDE 2182 Blatt 1:2011-01 IT-security for industrial automation - General model
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®
ANSI/AAMI/IEC 80001-1:2010 APPLICATION OF RISK MANAGEMENT FOR IT NETWORKS INCORPORATING MEDICAL DEVICES - PART 1: ROLES, RESPONSIBILITIES AND ACTIVITIES
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BS EN 80001-1:2011 Application of risk management for IT-networks incorporating medical devices Roles, responsibilities and activities
BS EN ISO/IEC 27002:2017 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
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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
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BIP 0102 : 2008 IMPLEMENTING ISO/IEC 20000 CERTIFICATION: THE ROADMAP
PD IEC/TR 80001-2-2:2012 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
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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
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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
PD ISO/IEC TR 20000-11:2015 Information technology. Service management Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: ITIL®
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 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 products (documentation)
BS ISO/IEC 20000-3:2012 Information technology. Service management 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

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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