AS/NZS ISO/IEC 20000.2:2020
Current
The latest, up-to-date edition.
Information technology - Service management Guidance on the application of service management systems
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English
15-05-2020
Important note : All end users must be registered with an Account prior to user licenses being assigned.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.
| Committee |
IT-030
|
| DocumentType |
Standard
|
| ISBN |
978 1 76072 838 0
|
| Pages |
64
|
| PublisherName |
Standards Australia
|
| Status |
Current
|
| Supersedes |
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.
| 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.
| 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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