ISO/IEC 20000-2:2005
Information technology — Service management — Part 2: Code of practice
ISO/IEC 20000-2:2005 represents an industry consensus on guidance to auditors and offers assistance to service providers planning service improvements or to be audited against ISO/IEC 20000-1. ISO/IEC 20000-2:2005 is based on BS 15000-2, which has been superseded.
Organizations require increasingly advanced facilities (at minimum cost) to meet their business needs. With the increasing dependencies in support services and the diverse range of technologies available, service providers can struggle to maintain high levels of customer service. Working reactively, they spend too little time planning, training, reviewing, investigating, and working with customers. The result is a failure to adopt structured, proactive working practices. Those same service providers are being asked for improved quality, lower costs, greater flexibility, and faster response to customers.
In contrast, effective service management delivers high levels of customer service and customer satisfaction. It also recognizes that services and service management are essential to helping organizations generate revenue and be cost-effective. The ISO/IEC 20000 series enables service providers to understand how to enhance the quality of service delivered to their customers, both internal and external.
The ISO/IEC 20000 series draws a distinction between the best practices of processes, which are independent of organizational form or size and organizational names and structures. The ISO/IEC 20000 series applies to both large and small service providers, and the requirements for best practice service management processes are independent of the service provider's organizational form. These service management processes deliver the best possible service to meet a customer's business needs within agreed resource levels, i.e. service that is professional, cost-effective and with risks which are understood and managed.
The variety of terms used for the same process, and between processes and functional groups (and job titles) can make the subject of service management confusing to the new manager. Understanding the terminology is a tangible and significant benefit from ISO/IEC 20000.
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1 Scope
2 Terms and definitions
3 The management system
3.1 Management responsibility
3.2 Documentation requirements
3.3 Competence, awareness and training
3.3.1 General
3.3.2 Professional development
3.3.3 Approaches to be considered
4 Planning and implementing service management
4.1 Plan service management (Plan)
4.1.1 Scope of service management
4.1.2 Planning approaches
4.1.3 Events to be considered
4.1.4 Scope and contents of the plan
4.2 Implement service management and provide the services (Do)
4.3 Monitoring, measuring and reviewing (Check)
4.4 Continual improvement (Act)
4.4.1 Policy
4.4.2 Planning for service improvements
5 Planning and implementing new or changed services
5.1.1 Topics for consideration
5.1.2 Change records
6 Service delivery processes
6.1 Service level management
6.1.1 Service catalogue
6.1.2 Service level agreements (SLAs)
6.1.3 Service level management (SLM) process
6.1.4 Supporting service agreements
6.2 Service reporting
6.2.1 Policy
6.2.2 Purpose and quality checks on service reports
6.2.3 Service reports
6.3 Service continuity and availability management
6.3.1 General
6.3.2 Availability monitoring and activities
6.3.3 Service continuity strategy
6.3.4 Service continuity planning and testing
6.4 Budgeting and accounting for IT services
6.4.1 General
6.4.2 Policy
6.4.3 Budgeting
6.4.4 Accounting
6.5 Capacity management
6.6 Information security management
6.6.1 General
6.6.2 Identifying and classifying information assets
6.6.3 Security risk assessment practices
6.6.4 Risks to information assests
6.6.5 Security and availability of information
6.6.6 Controls
6.6.7 Documents and records
7 Relationship processes
7.1 General
7.2 Business relationship management
7.2.1 Service reviews
7.2.2 Service complaints
7.2.3 Customer satisfaction measurement
7.3 Supplier management
7.3.1 Introduction
7.3.2 Contract management
7.3.3 Service definition
7.3.4 Managing multiple suppliers
7.3.5 Contractual disputes management
7.3.6 Contract end
8 Resolution processes
8.1 Background
8.1.1 Setting priorities
8.1.2 Workarounds
8.2 Incident management
8.2.1 General
8.2.2 Major incidents
8.3 Problem management
8.3.1 Scope of problem management
8.3.2 Initiation of problem management
8.3.3 Known errors
8.3.4 Problem resolution
8.3.5 Communication
8.3.6 Tracking and escalation
8.3.7 Incident and problem record closure
8.3.8 Problem reviews
8.3.9 Topics for reviews
8.3.10 Problem prevention
9 Control processes
9.1 Configuration management
9.1.1 Configuration management planning and implementation
9.1.2 Configuration identification
9.1.3 Configuration control
9.1.4 Configuration status accounting and reporting
9.1.5 Configuration verification and audit
9.2 Change management
9.2.1 Planning and implementation
9.2.2 Closing and reviewing the change request
9.2.3 Emergency changes
9.2.4 Change management reporting, analysis and actions
10 Release process
10.1 Release management process
10.1.1 General
10.1.2 Release policy
10.1.3 Release and roll-out planning
10.1.4 Developing or acquiring software
10.1.5 Design, build and configure release
10.1.6 Release verification and acceptance
10.1.7 Documentation
10.1.8 Roll-out, distribution and installation
10.1.9 Post release and roll-out
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1 Scope
2 Terms and definitions
3 The management system
3.1 Management responsibility
3.2 Documentation requirements
3.3 Competence, awareness and training
3.3.1 General
3.3.2 Professional development
3.3.3 Approaches to be considered
4 Planning and implementing service management
4.1 Plan service management (Plan)
4.1.1 Scope of service management
4.1.2 Planning approaches
4.1.3 Events to be considered
4.1.4 Scope and contents of the plan
4.2 Implement service management and provide the services (Do)
4.3 Monitoring, measuring and reviewing (Check)
4.4 Continual improvement (Act)
4.4.1 Policy
4.4.2 Planning for service improvements
5 Planning and implementing new or changed services
5.1.1 Topics for consideration
5.1.2 Change records
6 Service delivery processes
6.1 Service level management
6.1.1 Service catalogue
6.1.2 Service level agreements (SLAs)
6.1.3 Service level management (SLM) process
6.1.4 Supporting service agreements
6.2 Service reporting
6.2.1 Policy
6.2.2 Purpose and quality checks on service reports
6.2.3 Service reports
6.3 Service continuity and availability management
6.3.1 General
6.3.2 Availability monitoring and activities
6.3.3 Service continuity strategy
6.3.4 Service continuity planning and testing
6.4 Budgeting and accounting for IT services
6.4.1 General
6.4.2 Policy
6.4.3 Budgeting
6.4.4 Accounting
6.5 Capacity management
6.6 Information security management
6.6.1 General
6.6.2 Identifying and classifying information assets
6.6.3 Security risk assessment practices
6.6.4 Risks to information assests
6.6.5 Security and availability of information
6.6.6 Controls
6.6.7 Documents and records
7 Relationship processes
7.1 General
7.2 Business relationship management
7.2.1 Service reviews
7.2.2 Service complaints
7.2.3 Customer satisfaction measurement
7.3 Supplier management
7.3.1 Introduction
7.3.2 Contract management
7.3.3 Service definition
7.3.4 Managing multiple suppliers
7.3.5 Contractual disputes management
7.3.6 Contract end
8 Resolution processes
8.1 Background
8.1.1 Setting priorities
8.1.2 Workarounds
8.2 Incident management
8.2.1 General
8.2.2 Major incidents
8.3 Problem management
8.3.1 Scope of problem management
8.3.2 Initiation of problem management
8.3.3 Known errors
8.3.4 Problem resolution
8.3.5 Communication
8.3.6 Tracking and escalation
8.3.7 Incident and problem record closure
8.3.8 Problem reviews
8.3.9 Topics for reviews
8.3.10 Problem prevention
9 Control processes
9.1 Configuration management
9.1.1 Configuration management planning and implementation
9.1.2 Configuration identification
9.1.3 Configuration control
9.1.4 Configuration status accounting and reporting
9.1.5 Configuration verification and audit
9.2 Change management
9.2.1 Planning and implementation
9.2.2 Closing and reviewing the change request
9.2.3 Emergency changes
9.2.4 Change management reporting, analysis and actions
10 Release process
10.1 Release management process
10.1.1 General
10.1.2 Release policy
10.1.3 Release and roll-out planning
10.1.4 Developing or acquiring software
10.1.5 Design, build and configure release
10.1.6 Release verification and acceptance
10.1.7 Documentation
10.1.8 Roll-out, distribution and installation
10.1.9 Post release and roll-out