ISO IEC 20000-2-2019 amd1-2020 PDF

Full title and description

ISO/IEC 20000-2:2019/Amd 1:2020 — Information technology — Service management — Part 2: Guidance on the application of service management systems — Amendment 1. This document is an amendment to ISO/IEC 20000-2:2019 providing targeted updates and clarifications to the guidance for applying a service management system (SMS) based on ISO/IEC 20000-1.

Abstract

This amendment updates ISO/IEC 20000-2:2019 by clarifying guidance, correcting or refining selected figures and illustrations, and providing additional explanatory material to help organizations interpret and apply the requirements of ISO/IEC 20000-1. It is intended as non‑normative guidance to improve understanding and consistent application of SMS concepts and process relationships.

General information

• Status: Published
• Publication date: 6 August 2020
• Publisher: ISO/IEC (International Organization for Standardization and International Electrotechnical Commission)
• ICS / categories: 35.020 (Information technology); 03.080.99 (Other services)
• Edition / version: Amendment 1 to ISO/IEC 20000-2:2019 (applies to Edition 3 — 2019)
• Number of pages: 1

(General information sourced from ISO bibliographic records and official national adoption entries.)

Scope

This amendment applies to ISO/IEC 20000-2:2019 and refines the guidance on applying a service management system based on ISO/IEC 20000-1. It does not introduce new normative requirements; rather it clarifies and improves explanatory material, figures and examples to assist implementers, assessors and users of the 20000 series.

Key topics and requirements

• Clarifications to guidance text to improve interpretation of ISO/IEC 20000-1 requirements.
• Revisions or corrections to illustrative figures showing process relationships (e.g., service design, build, transition and change management interactions).
• Refinements to explanations of required activities, purposes and additional information sections used throughout Part 2 guidance.
• Non‑normative recommendations and examples intended to aid implementation, scoping and alignment with other management system standards.

(Summary based on the amendment and Part 2 revision notes.)

Typical use and users

Used by IT service providers, service‑management practitioners, consultants, internal implementers, lead implementers/auditors and certification bodies to clarify application of SMS requirements and to improve consistency when interpreting ISO/IEC 20000-1. It is also useful for organizations aligning SMS with other management systems (e.g., ISO 9001, ISO/IEC 27001).

Related standards

Part of the ISO/IEC 20000 series. Closely related documents include ISO/IEC 20000-1 (service management system requirements), ISO/IEC 20000-3 (guidance on scope definition), and other guidance and technical reports in the 20000 series that help correlate 20000-1 with quality and security management standards.

Keywords

ISO/IEC 20000, service management system (SMS), IT service management, guidance, amendment, service design, change management, scoping, implementation, ISO/IEC JTC 1/SC 40.

FAQ

Q: What is this standard?

A: It is Amendment 1 (2020) to ISO/IEC 20000-2:2019 — a short published amendment that updates and clarifies the guidance in Part 2 of the ISO/IEC 20000 series.

Q: What does it cover?

A: It covers targeted updates to non‑normative guidance on applying a service management system based on ISO/IEC 20000-1 — refining explanatory text, figures and examples to help implementers and assessors. It does not add new normative requirements.

Q: Who typically uses it?

A: IT service providers, service‑management practitioners, consultants, auditors and certification bodies use the amendment alongside ISO/IEC 20000-2:2019 to improve clarity and consistency when implementing or assessing an SMS.

Q: Is it current or superseded?

A: The amendment was published on 6 August 2020 and applies to ISO/IEC 20000-2:2019. The 2019 edition of Part 2 (with its amendment) was reviewed and remains the current guidance publication in the ISO bibliographic record as of its latest review. Users should check the official ISO catalogue for any further revisions or later amendments.

Q: Is it part of a series?

A: Yes — it is part of the ISO/IEC 20000 series for IT service management (Part 1 requirements, Part 2 guidance, Part 3 scope guidance, and other parts and technical reports). The amendment is specifically tied to Part 2 (2019).

Q: What are the key keywords?

A: Service management, SMS, IT service management, guidance, amendment, ISO/IEC 20000-2, change management, process relationships, scoping.