ISO IEC 20000-2-2019 PDF

Full title and description

ISO/IEC 20000-2:2019 — Information technology — Service management — Part 2: Guidance on the application of service management systems. This part of the ISO/IEC 20000 family provides guidance, examples and recommendations to help organizations interpret and apply the requirements of ISO/IEC 20000-1 when establishing, implementing, maintaining and improving a service management system (SMS).

Abstract

This document offers practical guidance on applying an SMS based on ISO/IEC 20000-1, including examples of good practice, suggestions for implementation of processes (planning, design, transition, delivery and continual improvement) and references to other parts of the ISO/IEC 20000 series and related standards. It is intended to help organizations interpret the requirements of the normative part and adapt them to their context.

General information

• Status: Published; reviewed and confirmed as current (review confirmation noted in 2024).
• Publication date: 19 August 2019 (Edition 3).
• Publisher: International Organization for Standardization (ISO) in concert with IEC technical committee JTC 1/SC 40 (IT service management and IT governance).
• ICS / categories: 35.020; 03.080.99 (information technology — service management/IT governance).
• Edition / version: Edition 3 (2019). Amendment ISO/IEC 20000-2:2019/Amd 1:2020 published as an associated amendment.
• Number of pages: 63 pages (base publication).

Scope

ISO/IEC 20000-2:2019 provides non-normative guidance on the application of a service management system based on the requirements in ISO/IEC 20000-1. The scope covers interpretation of requirements, suggested implementation approaches, examples and references to other parts of the 20000 series and related management standards to help organizations implement an effective SMS aligned to their context and objectives.

Key topics and requirements

• Guidance on interpreting and applying the requirements of ISO/IEC 20000-1 (SMS requirements).
• Examples and recommended practices for SMS processes: planning, design, transition, delivery and continual improvement of services.
• Advice on defining roles, responsibilities and process interfaces within an SMS.
• Cross-references to other parts of ISO/IEC 20000 and relevant standards (e.g., ISO 9001, ISO/IEC 27001) and guidance on aligning SMS with other management systems.
• Illustrative examples to help tailor SMS requirements to organizational context and service types.

Typical use and users

Primary users include IT/service management professionals, service providers, internal and external auditors, consultants, and organizations seeking to implement or improve an SMS or to prepare for certification against ISO/IEC 20000-1. It is also used by senior management to understand how SMS requirements map to operational processes and by integrators aligning SMS with other management systems.

Related standards

Part of the ISO/IEC 20000 series. Closely related documents include ISO/IEC 20000-1:2018 (requirements), ISO/IEC 20000-3:2019 (guidance on scope and applicability), ISO/IEC 20000-10:2018 and technical reports such as ISO/IEC TR 20000-7 for integration guidance; an amendment to 20000-2 (Amd 1:2020) is also available. These related parts provide the normative requirements, additional guidance and supporting material for implementing a comprehensive SMS.

Keywords

ISO/IEC 20000, service management, service management system (SMS), IT service management, guidance, ISO/IEC 20000-1, ISO 9001, ISO/IEC 27001, continual improvement, service delivery, service transition.

FAQ

Q: What is this standard?

A: ISO/IEC 20000-2:2019 is the guidance part of the ISO/IEC 20000 family that explains how to apply the requirements of ISO/IEC 20000-1 to establish, operate and improve a service management system.

Q: What does it cover?

A: It covers non-normative guidance, examples and recommended practices for interpreting and implementing SMS requirements (planning, design, transition, service delivery and continual improvement), plus references to related standards and parts of the 20000 series.

Q: Who typically uses it?

A: IT/service managers, service providers, consultants, auditors and organizations preparing to implement an SMS or align existing practices with ISO/IEC 20000-1. Certification bodies reference the guidance when assessing applicability and interpretation.

Q: Is it current or superseded?

A: The 2019 edition (Edition 3) is the current published version; it was published in August 2019 and the publication was reviewed and confirmed in 2024. An associated amendment (ISO/IEC 20000-2:2019/Amd 1:2020) was published in 2020.

Q: Is it part of a series?

A: Yes — it is Part 2 of the ISO/IEC 20000 series. The series includes the normative requirements document (Part 1), additional guidance parts (Part 3, Part 10, etc.) and supporting technical reports that together form best-practice guidance for IT/service management systems.

Q: What are the key keywords?

A: Service management system (SMS), service delivery, IT service management, guidance, ISO/IEC 20000, continual improvement, process interfaces, implementation examples.