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Withdrawn
Withdrawn
A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.
View Superseded by
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Withdrawn date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
Superseded by
Language(s)
English, French
Published date
02-14-2012
Important note : All end users must be registered with an Account prior to user licenses being assigned.
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Withdrawn
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| SupersededBy | |
| Supersedes |
| Standards | Relationship |
| JIS Q 20000-2:2013 | Identical |
| AS ISO/IEC 20000.2-2013 | Identical |
| NF ISO/IEC 20000-2 : 2013 | Identical |
| NEN ISO/IEC 20000-2 : 2012 | Identical |
| NS ISO/IEC 20000-2 : 2012 | Identical |
| SN ISO/IEC 20000-2 : 2012 | Identical |
| UNE-ISO/IEC 20000-2:2015 | Identical |
| SS-ISO/IEC 20000-2 : 2012 | Identical |
| BIS IS/ISO/IEC 20000-2 : 2014 | Identical |
| BS ISO/IEC 20000-2:2012 | Identical |
| PN ISO/IEC 20000-2 : 2007 | Identical |
| GOST R ISO/IEC 20000-2 : 2010 | Identical |
| CSA ISO/IEC 20000-2 : 2013 : R2017 | Identical |
| CSA ISO/IEC 20000-2:2013 | Identical |
| UNI CEI ISO/IEC 20000-2 : 2010 | Identical |
| 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 | 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 |
| 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) |
| 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 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 | 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 |
| 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 |
| 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 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 |
| 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 | 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 |
| 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 |
| 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 |
| 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) |
| 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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