ISO 20000 Guidance

The ISO 20000-2:2005 Code of Practice has been replaced by ISO 20000-2:2012, Information Technology – Service Management – Part 2: Guidance on the Application of Service Management Systems.

ISO 20000-2:2012 provides guidance on the application of service management systems based on the requirements in ISO 20000-1:2011. It enables organizations and individuals to interpret ISO 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 20000-1.

ISO 20000-2 includes guidance on the use of a service management system (SMS) for the planning, design, transition, delivery, and improvement of the SMS and services. This includes service management policies, objectives, plans, service management processes, process interfaces, documentation, and resources.

An 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.

My June 2011 newsletter article described the significant changes to the structure and wording of the requirements in the new ISO 20000-1:2011 edition. Some of the changes are:

  • Clauses 3 to 10 have been restructured into clauses 4 to 9
  • Number of defined terms has grown from 15 to 37 definitions
  • Objective statements have been removed after each clause
  • Resources referenced as human, technical, financial, and information
  • Adds a catalog of services as a required document
  • Includes more clearly stated requirements for less interpretation

You can order an electronic copy of the 26 page ISO 20000-1:2011 standard and the 85 page ISO 20000-2:2012 standard at the ANSI web site.