Adoption Standard – Active. Guidance on the application of service management systems (SMS) based on the requirements in IEEE Std 20000-2-2013 (ISO/IEC 20000-1) is provided in this adoption of ISO/IEC 20000-2:2012. This standard enables organizations and individuals to interpret ISO/IEC 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/IEC 20000-1, including references to other parts of ISO/IEC 20000 and other relevant standards. This includes guidance on the use of an SMS for the planning, design, transition, delivery and improvement of the SMS and services. At a minimum this includes service management policies, objectives, plans, service management processes, process interfaces, documentation, and resources. The 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.

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PDF Pages	PDF Title
1	IEEE Std 20000-2-2013 Front Cover
3	Title page
6	Notice to users Laws and regulations Copyrights Updating of IEEE documents Errata
7	Patents
8	Participants
10	Contents of IEEE standard
11	Important Notice
12	ISO/IEC 20000-2:2012
14	Contents
20	1 Scope 1.1 General
21	1.2 Application 2 Normative references 3 Terms and definitions 4 Service management system general requirements 4.1 Management responsibility 4.1.1 Management commitment 4.1.1.1 Top management responsibilities
22	4.1.1.2 Evidence of top management commitment
23	4.1.1.3 Top management communications
24	4.1.1.4 Service management objectives 4.1.1.5 Service management plan
25	4.1.1.6 Resources to support the service management plan
26	4.1.1.7 Contents of the service requirements 4.1.1.8 The role of top management in agreeing and meeting service requirements
27	4.1.1.9 Service provider’s needs 4.1.1.10 Conflicting requirements 4.1.1.11 Risks to the service
28	4.1.2 Service management policy 4.1.2.1 Guidelines for the service management policy
29	4.1.2.2 Improvements and other changes to the policy 4.1.3 Authority, responsibility and communication 4.1.3.1 Authority and responsibility 4.1.3.2 Communication procedures
30	4.1.4 Management representative 4.1.4.1 Understanding of responsibilities 4.1.4.2 Responsibilities
31	4.1.4.3 Asset management 4.1.4.4 Reporting by the management representative
32	4.2 Governance of processes operated by other parties 4.2.1 Guidance on processes operated by other parties 4.2.2 Other parties 4.2.3 Demonstration of accountability and authority
33	4.2.4 Process performance and compliance 4.2.5 Determining process performance and compliance
34	4.2.6 Controlling the planning and prioritization of process improvements 4.3 Documentation management 4.3.1 Establish and maintain documents 4.3.1.1 Documents as evidence 4.3.1.2 Production of documents, including records
35	4.3.2 Control of documents
36	4.3.3 Control of records 4.4 Resource management 4.4.1 Provision of resources 4.4.1.1 Resources to implement the SMS
37	4.4.1.2 Approval of resources 4.4.2 Human resources 4.4.2.1 General
38	4.4.2.2 Competence, skills, training and experience 4.5 Establish and improve the SMS 4.5.1 Define scope
39	4.5.2 Plan the SMS (Plan) 4.5.2.1 Important planning aspects 4.5.2.2 Alignment of planning and agreements
40	4.5.2.3 Management roles, authorities and responsibilities 4.5.2.4 Process interfaces
41	4.5.3 Implement and operate the SMS (Do) 4.5.4 Monitor and review the SMS (Check) 4.5.4.1 General 4.5.4.2 Internal audit
42	4.5.4.3 Management review 4.5.5 Maintain and Improve the SMS (Act) 4.5.5.1 General
43	4.5.5.2 Management of improvements 5 Design and transition of new or changed services 5.1 General 5.1.1 Intent of the requirements 5.1.2 Concepts
44	5.1.3 Explanation of requirements 5.2 Plan new or changed services 5.2.1 The need for new or changed services 5.2.2 Changes with major impact on service or customer 5.2.3 Policy on changes with major impact
45	5.2.4 Managing change as a project 5.2.5 Contributions from other parties
46	5.2.6 Risk Assessment 5.2.7 Service acceptance criteria 5.2.8 Service removal
47	5.3 Design and development of new or changed services 5.3.1 Activities performed by the service provider, customer and other parties 5.3.2 Risk management
48	5.3.3 Service Design Activities 5.3.3.1 Design planning
49	5.3.3.2 Design and develop services
50	5.4 Transition of new or changed services 5.5 Documents and records
51	5.6 Authorities and responsibilities 6 Service delivery processes 6.1 Service level management 6.1.1 Intent of the requirements 6.1.2 Concepts
52	6.1.3 Explanation of requirements 6.1.3.1 Documentation of service commitments 6.1.3.2 Catalogue of services
53	6.1.3.3 Service level agreements
54	6.1.3.4 Managing the catalogue of services and service delivery
55	6.1.3.5 Managing other parties 6.1.4 Documents and records 6.1.5 Authorities and responsibilities
56	6.2 Service reporting 6.2.1 Intent of the requirements 6.2.2 Concepts 6.2.3 Explanation of requirements
57	6.2.4 Authorities and responsibilities 6.3 Service continuity and availability management 6.3.1 Intent of the requirements 6.3.2 Concepts
58	6.3.3 Explanation of requirements 6.3.3.1 Risk assessment and management 6.3.3.2 Service continuity policy
59	6.3.3.3 Service continuity and availability plans
60	6.3.4 Service continuity and availability monitoring and testing 6.3.4.1 Service continuity testing 6.3.4.2 Availability monitoring and testing
61	6.3.4.3 Management of risk to availability 6.3.4.4 Review after invocation of a service continuity plan 6.3.5 Documents and records
62	6.3.6 Authorities and responsibilities 6.4 Budgeting and accounting for services 6.4.1 Intent of the requirements
63	6.4.2 Concepts 6.4.3 Explanation of requirements 6.4.3.1 Policy 6.4.3.2 Cost types
64	6.4.3.3 Apportioning overheads and allocation of direct costs 6.4.3.4 Budgeting 6.4.3.5 Accounting
65	6.4.3.6 Charging 6.4.4 Documents and records 6.4.5 Authorities and responsibilities 6.5 Capacity management 6.5.1 Intent of the requirements 6.5.2 Concepts
66	6.5.3 Explanation of requirements 6.5.3.1 Capacity management activities
67	6.5.3.2 Capacity plan
68	6.5.4 Documents and records 6.5.5 Authorities and responsibilities 6.6 Information security management 6.6.1 Intent of the requirements
69	6.6.2 Concepts 6.6.3 Explanation of requirements 6.6.3.1 Information security policy 6.6.3.2 Information security controls
70	6.6.3.3 Risk assessment 6.6.3.4 Managing information security risks
71	6.6.3.5 Information security changes and incidents 6.6.4 Documents and records 6.6.5 Authorities and responsibilities
72	7 Relationship processes 7.1 Business relationship management 7.1.1 Intent of the requirements 7.1.2 Concepts 7.1.3 Explanation of the requirements 7.1.3.1 General
73	7.1.3.2 Customer service management reviews 7.1.3.3 Customer satisfaction
74	7.1.4 Documents and records 7.1.5 Authorities and responsibilities
75	7.2 Supplier management 7.2.1 Intent of the requirements 7.2.2 Concepts
76	7.2.3 Explanation of requirements 7.2.3.2 Supplier details
77	7.2.3.3 Managing sub-contracted suppliers 7.2.3.4 Contractual disputes management 7.2.3.5 Contract termination 7.2.4 Documents and records
78	7.2.5 Authorities and responsibilities 8 Resolution processes 8.1 Incident and service request management 8.1.1 Intent of the requirements 8.1.2 Concepts
79	8.1.3 Explanation of requirements 8.1.3.1 Receiving and recording incidents and service requests 8.1.3.2 Incident and service request lifecycle and use of data
80	8.1.4 Major incident procedure 8.1.5 Documents and records
81	8.1.6 Authorities and responsibilities 8.2 Problem management 8.2.1 Intent of the requirements 8.2.2 Concepts
82	8.2.3 Explanation of requirements
84	8.2.4 Documents and records 8.2.5 Authorities and responsibilities 9 Control processes 9.1 Configuration management 9.1.1 Intent of the requirements 9.1.2 Concepts
85	9.1.3 Explanation of requirements 9.1.3.1 Configuration Management activities 9.1.3.2 Resources and capability
86	9.1.3.3 Identification and definition of CIs 9.1.3.4 Types of CIs 9.1.3.5 Maintenance of CIs
87	9.1.4 Documents and records 9.1.5 Authorities and responsibilities
88	9.2 Change management 9.2.1 Intent of the requirements 9.2.2 Concepts 9.2.3 Explanation of requirements 9.2.3.1 Change management policy
89	9.2.3.2 Planning and implementation 9.2.3.3 Reviewing the request for change
90	9.2.3.4 Emergency changes 9.2.4 Documents and records 9.2.5 Authorities and responsibilities
91	9.3 Release and deployment management 9.3.1 Intent of the requirements 9.3.2 Concepts
92	9.3.3 Explanation of requirements 9.3.3.1 Release policy 9.3.3.2 Release and deployment planning
93	9.3.3.3 Release and deployment practices
94	9.3.3.4 Testing of releases 9.3.3.5 Deployment activities and procedures 9.3.4 Documents and records
95	9.3.5 Authorities and responsibilities

Published By	Publication Date	Number of Pages
IEEE	2013	105


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Standard Title	IEEE Standard — Adoption of ISO/IEC 20000-2:2012, Information technology — Service management — Part 2: Guidance on the application of service management systems
Published Code	IEEE
Publication Date	2013
Pages Count	105

IEEE 20000 2 2013

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