BS ISO/IEC 20000-2:2012 Information technology Service management Part 2: Guidance on the application of service management systems
Coordinated integration and implementation of an SMS provides ongoing control, greater effectiveness and opportunities for continual improvement. It enables an organization to work effectively with a shared vision. Appropriate tools may be used to enable the service management processes to be effective and efficient. The most effectual organizations consider the impact of the SMS through all stages of the service lifecycle, from planning and design to transition and operation.
What is BS ISO/IEC 20000-2:2012?
This document provides guidance on the application of an SMS based on ISO/IEC 20000-1 . It provides 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 part of ISO/IEC 20000 is independent of specific best practice frameworks and the service provider can apply a combination of generally accepted guidance and their own techniques.
This standard will allow you to:
Understand and fulfil service requirements to achieve customer satisfaction
Establish policy and objectives for service management
Design and deliver services based on an SMS that will add value for the customer
Monitor, measure and review performance of an SMS and its services
Continually improve an SMS and its services based on objective measurements
Evidence of top management commitment
Without management commitment, it is possible that management decisions can be made that conflict with requirements for an effective SMS. Examples can include reallocation of resources to other projects, lack of communication about the SMS and unresolved ...
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