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  • BS ISO/IEC 20000-2:2012

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    Superseded A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
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    Information technology. Service management Guidance on the application of service management systems

    Available format(s):  Hardcopy, PDF

    Superseded date:  07-08-2020

    Language(s):  English

    Published date:  31-03-2012

    Publisher:  British Standards Institution

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    Table of Contents - (Show below) - (Hide below)

    Foreword
    Introduction
    1 Scope
    2 Normative references
    3 Terms and definitions
    4 Service management system general requirements
    5 Design and transition of new or changed services
    6 Service delivery processes
    7 Relationship processes
    8 Resolution processes
    9 Control processes
    Annex A (informative) - Interfaces between processes
            and integration of processes with SMS
    Bibliography

    Abstract - (Show below) - (Hide below)

    Gives guidance on the application of an SMS based on ISO/IEC 20000-1.

    General Product Information - (Show below) - (Hide below)

    Committee IST/60
    Development Note Supersedes BS 15000-2(2003) and 04/30126228 DC. (12/2005) Included in BIP 0062. (12/2006) Also available as part of BS KIT 32. (02/2008) Supersedes 10/30184538 DC. (03/2012)
    Document Type Standard
    Publisher British Standards Institution
    Status Superseded
    Superseded By
    Supersedes

    Standards Referenced By This Book - (Show below) - (Hide below)

    BS 25999-1:2006 BUSINESS CONTINUITY MANAGEMENT - PART 1: CODE OF PRACTICE
    BS 10012:2009 Data protection. Specification for a personal information management system
    BS 10008:2014 Evidential weight and legal admissibility of electronic information. Specification
    14/30286703 DC : 0 BS 10008:2014 - EVIDENTIAL WEIGHT AND LEGAL ADMISSIBILITY OF ELECTRONIC INFORMATION - SPECIFICATION
    BIP 2150 : 2008 BS 25999-2 - BUSINESS CONTINUITY MANAGEMENT - SPECIFICATION - LAMINATED POCKETBOOK
    BS 25999-2:2007 Business continuity management Specification
    BIP 2208 : 2010 CUSTOMER SERVICES COLLECTION - QUALITY SERVICE - COMPETITIVE BUSINESS, AND THE STANDARDS BS 8477, BS ISO 10001 AND BS ISO 10002
    BIP 2145 : 2008 BS 25999-1 BUSINESS CONTINUITY MANAGEMENT - CODE OF PRACTICE - LAMINATED POCKETBOOK
    BS 25777:2008 INFORMATION AND COMMUNICATIONS TECHNOLOGY CONTINUITY MANAGEMENT - CODE OF PRACTICE

    Standards Referencing This Book - (Show below) - (Hide below)

    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
    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
    ISO/IEC 27002:2013 Information technology Security techniques Code of practice for information security controls
    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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