Looking for ISO/IEC 20000-2:2019 Information technology-Service management?

ISO/IEC 20000-2:2019 Information technology-Service management

ISO/IEC 20000-2:2019 Information technology-Service management

What is ISO/IEC 20000-2:2019 Information technology-Service management-Guidance on the application of service management systems?

ISO/IEC 20000-2:2019 Information technology-Service management provides guidance on the application of service management systems (SMS). It is a part of the broader ISO/IEC 20000 series, which sets out a framework for the establishment and governance of an effective service management system. This standard aims to assist organizations in planning, designing, implementing, operating, monitoring, reviewing, maintaining, and improving an SMS.

ISO/IEC 20000-2:2019 Information technology-Service management itself offers a comprehensive set of best practices that can be tailored to various types of organizations regardless of their size, type, or the nature of the services provided. It elaborates on the requirements specified in ISO/IEC 20000-1, helping organizations to interpret and apply them. For example, ISO/IEC 20000-2:2019 may guide organizations on how to conduct risk assessments, manage resources effectively, implement robust governance structures, and align service management with organizational objectives.

Key topics covered in ISO/IEC 20000-2:2019 often include but are not limited to:
  • Governance and Organizational Context: Instructions on how to align the SMS with business objectives, governance structures, and compliance requirements.
  • Planning and Implementing Service Management: Guidance on how to plan, deploy, and manage service management policies, objectives, and processes.
  • Service Design and Transition: Offers best practices for the design, development, and transition of new or changed services into the operational environment.
  • Operation and Service Delivery: Covers the processes and practices for delivering and managing services at agreed-upon levels.
  • Performance Assessment and Continual Improvement: Provides recommendations on how to monitor, measure, analyze, and review services and processes, and how to implement improvements based on this assessment.
  • Documentation and Records: Clarifies what kind of documentation is required for effective management and auditing of the SMS.
  • Resource Management: Details on how to manage resources including human, technological, and information resources effectively.

Compliance with ISO/IEC 20000-2:2019 is not mandatory, but organizations aiming for ISO/IEC 20000-1 certification may find this guidance document beneficial for understanding how to implement and improve their SMS in accordance with internationally recognized best practices.

What are the requirements for ISO/IEC 20000-2:2019 Information technology-Service management?

ISO/IEC 20000-2:2019 Information technology-Service management is a guidance document, rather than a standard for which compliance can be certified. Therefore, it doesn’t impose requirements in the way that ISO/IEC 20000-1 does. Instead, ISO/IEC 20000-2:2019 offers guidance, best practices, and advice on how to interpret and implement the requirements set forth in ISO/IEC 20000-1, the part of the standard that specifies the actual requirements for a Service Management System (SMS).

ISO/IEC 20000-2:2019 covers a broad range of topics to guide organizations in effective service management. Here are some of the key areas where guidance is provided:
  • Understanding the Organizational Context: It suggests that an organization should identify internal and external factors affecting the SMS and align the system with the organizational objectives and customer needs.
  • Leadership and Governance: This section provides guidance on leadership roles, governance frameworks, and the ways to ensure that the SMS is integrated into core business processes.
  • Planning: It covers how to address risks and opportunities, how to develop a service management plan, and how to set and align objectives.
  • Support: This section gives advice on the resources required for establishing, maintaining, and continually improving the SMS. This includes the allocation of roles, competencies, awareness, and communication strategies.
  • Operation: This covers the nuts and bolts of service management. It offers advice on how to manage services, including planning, enabling, delivering, and improving services in line with the SMS and the organization’s objectives.
  • Performance Evaluation: Guidance here includes how to monitor, measure, analyze, and evaluate the SMS to ensure that it meets the stated objectives and requirements.
  • Improvement: This section addresses the need for continual improvement within the SMS. It offers guidance on identifying improvement opportunities and implementing plans to achieve them.
  • Documentation: It provides insights into what should be documented in terms of policies, plans, procedures, and records to ensure effective service management.
  • Resource Management: It covers the management of human, technological, and information resources, offering guidance on how to align them with the service management objectives.
Because ISO/IEC 20000-2:2019 is a guidance document, organizations have the flexibility to adapt the suggestions according to their specific needs, size, and complexity. It serves as a valuable resource for anyone responsible for implementing, maintaining, or improving an SMS in line with the requirements of ISO/IEC 20000-1.

What are the benefits of ISO/IEC 20000-2:2019?

The adoption of ISO/IEC 20000-2:2019 brings multiple benefits to organizations, enhancing their ability to effectively implement, manage, and improve a Service Management System (SMS). Below are some of the key advantages:

Improved Alignment with Business Objectives

The standard provides guidance on how to align the SMS with the strategic direction and objectives of the organization. This ensures that the IT services are tailored to meet organizational needs, thereby adding business value.

Enhanced Customer Satisfaction

By following the guidance on effective service management, organizations are more likely to deliver services that meet customer requirements and expectations. This naturally leads to increased customer satisfaction, which can be a significant competitive advantage.

Risk Management

The standard offers insights into identifying, assessing, and managing risks and opportunities related to the SMS. By doing so, organizations can be more proactive in mitigating risks and seizing opportunities, thus ensuring more resilient operations.

Operational Efficiency

The guidance in ISO/IEC 20000-2:2019 helps organizations optimize their service management processes. This leads to better resource utilization, reduced redundancies, and lower operational costs, making the organization more efficient.

Enhanced Governance and Compliance

The standard also provides recommendations for establishing strong governance structures and ensuring that the SMS is in compliance with legal, regulatory, and contractual obligations. This helps in building trust with stakeholders and reduces the risks associated with non-compliance.

Facilitation of Continual Improvement

The standard emphasizes the importance of monitoring, measuring, and evaluating the performance of the SMS. This focus on performance assessment and continual improvement ensures that services and processes evolve and adapt over time.

Resource Optimization

Guidance on effective resource management, including human, technological, and information resources, enables organizations to allocate and utilize their resources more effectively, thus contributing to better service delivery and reduced costs.

Better Documentation and Record-Keeping

ISO/IEC 20000-2:2019 offers advice on what kind of documentation is needed for an effective SMS. Well-maintained documentation and records facilitate easier audits and reviews, and also serve as a valuable resource for training and knowledge transfer.

Competitive Advantage

Organizations that follow ISO/IEC 20000-2:2019 guidance are better positioned to demonstrate their commitment to service quality when bidding for contracts or expanding into new markets. This can serve as a differentiator in a crowded marketplace.

Credibility and Trust

Using a guidance document that is globally recognized provides an added layer of credibility. Stakeholders, including clients and partners, are more likely to trust an organization that adheres to internationally accepted best practices in service management.

In summary, ISO/IEC 20000-2:2019 serves as a robust framework for organizations looking to excel in service management. It complements the requirements set out in ISO/IEC 20000-1 by offering valuable insights into the practical application of service management principles, thereby helping organizations to realize the maximum benefits from their SMS.

Who needs ISO/IEC 20000-2:2019 Information technology-Service management?

ISO/IEC 20000-2:2019 Information technology-Service management is valuable for a broad range of stakeholders within organizations of varying sizes and sectors. While the standard is tailored to the field of information technology, its principles are widely applicable to any organization that is engaged in delivering services and aims to optimize their Service Management System (SMS). Below are some groups that could particularly benefit from this guidance:

IT Service Providers

Organizations that deliver IT services, whether internally or externally, can utilize ISO/IEC 20000-2:2019 to better manage and improve the quality of their services, thereby enhancing customer satisfaction.

Large Enterprises

In large organizations with complex IT infrastructures, adhering to ISO/IEC 20000-2:2019 can help standardize service management practices across various departments and business units, enabling better alignment with organizational goals.

Small and Medium Enterprises (SMEs)

While SMEs may have less complex structures, they still require effective service management to satisfy customers and compete effectively. The guidance in ISO/IEC 20000-2:2019 can be scaled down to fit the needs of smaller enterprises.

Consulting and Audit Firms

Consultants who advise on IT service management and auditors who are responsible for verifying the effectiveness of an SMS can use ISO/IEC 20000-2:2019 as a reference guide for best practices.

Public Sector Organizations

Public sector entities that rely on IT services for their operations can also benefit from implementing the guidance provided in ISO/IEC 20000-2:2019, as it helps ensure that services are managed effectively, efficiently, and transparently.

Organizations Seeking Certification

Organizations aiming for ISO/IEC 20000-1 certification can use the ISO/IEC 20000-2:2019 standard as a practical guide to meet the requirements specified in the ISO/IEC 20000-1 standard.

Service Management Professionals

Individuals involved in service management, including CIOs, IT managers, and service delivery managers, would find this standard useful for implementing and governing an SMS.

Regulatory Bodies and Industry Associations

These entities can reference ISO/IEC 20000-2:2019 when setting guidelines or benchmarks for service management within their jurisdiction or industry.

Educational Institutions

Academic institutions that offer courses in IT service management may include ISO/IEC 20000-2:2019 in their curricula to provide students with a grounding in globally accepted best practices.

Service Customers

Organizations that outsource their IT services may refer to ISO/IEC 20000-2:2019 to understand what they should expect from a service provider in terms of service quality, risk management, and governance.

In summary, ISO/IEC 20000-2:2019 is a versatile guidance document that can benefit a diverse array of organizations and professionals who are engaged in or associated with service management. Its principles can be adapted to fit the specific needs and constraints of individual organizations, making it a valuable resource for improving service quality, efficiency, and customer satisfaction.

What is ISO/IEC 20000-3:2019 Information technology -Service management Guidance on scope definition and applicability of ISO/IEC 20000-1?

ISO/IEC 20000-3:2019 is a standard that falls under the umbrella of ISO/IEC 20000, which is a series of international standards focusing on Information Technology Service Management (ITSM). Specifically, ISO/IEC 20000-3:2019 provides guidance on defining the scope of the service management system (SMS) and understanding its applicability with respect to the primary ISO/IEC 20000-1 standard.

The ISO/IEC 20000-1 standard outlines the requirements for establishing, implementing, maintaining, and continually improving an SMS. These requirements are intended to ensure that IT service providers can meet business and customer requirements effectively. The “Part 3” extension, ISO/IEC 20000-3:2019, is designed to complement the main standard by aiding organizations in:
  • Defining the Scope: It provides criteria and recommendations on how to accurately define the scope of the SMS. This involves determining which services, service providers, and organizational units are covered by the SMS, along with the geographical and functional limitations, if any.
  • Understanding Applicability: It assists organizations in understanding how the requirements of ISO/IEC 20000-1 can be applied to their specific context. This helps in identifying the most relevant aspects of the standard that are necessary for certification or compliance.
  • Interpretation and Adaptation: It offers insights on how to interpret and adapt the generic guidelines of ISO/IEC 20000-1 to fit an organization’s unique needs, whether it is a large, medium, or small enterprise.
  • Integration with Other Standards: It may also address how ISO/IEC 20000-1 can be aligned or integrated with other management system standards like ISO 9001 for quality management, ISO 27001 for information security management, among others.

By adhering to the guidance provided by ISO/IEC 20000-3:2019, organizations are better positioned to implement an SMS that not only meets the requirements of ISO/IEC 20000-1 but also aligns closely with their specific organizational goals, stakeholder expectations, and regulatory requirements.

Furthermore, this standard is valuable for organizations seeking ISO/IEC 20000-1 certification, as it offers a structured approach to making informed decisions about scope and applicability, thereby streamlining the certification process.

Overall, for organizations seeking to be certified under ISO/IEC 20000-1 or any other management system standards, Pacific Certifications, an accredited certification body, can provide a full range of services to facilitate the certification process.

What are the requirements for ISO/IEC 20000-3:2019 Information technology-Service management -Guidance on scope definition and applicability of ISO/IEC 20000-1?

ISO/IEC 20000-3:2019 is a guidance document rather than a certification standard, which means it does not have a set of “requirements” per se that organizations must comply with to achieve certification. Instead, it serves as an adjunct to ISO/IEC 20000-1, providing advice, best practices, and recommendations to organizations on how to define the scope and understand the applicability of ISO/IEC 20000-1 within their service management systems (SMS).

The key elements provided by ISO/IEC 20000-3:2019 typically include:
  • Scope Definition Guidelines: It helps organizations to articulate the scope of their SMS in a manner that is both precise and comprehensive. It guides organizations in outlining which services, service providers, departments, and functions fall under the purview of the SMS.
  • Contextual Understanding: It helps organizations to assess their specific context, needs, and constraints when applying ISO/IEC 20000-1. This involves understanding organizational boundaries, governance models, and the nature of services being provided.
  • Stakeholder Considerations: It advises organizations to consider the needs and expectations of interested parties, including customers, regulators, and internal stakeholders, while defining the scope of the SMS.
  • Regulatory and Compliance Factors: It provides guidance on how to align the SMS with legal, regulatory, and contractual requirements, particularly those that have a direct impact on the scope.
  • Compatibility and Alignment: It often provides advice on aligning or integrating ISO/IEC 20000-1 with other management system standards such as ISO 9001 (Quality Management), ISO 27001 (Information Security Management), and others.
  • Case Examples and Scenarios: The document may include examples or scenarios to illustrate how the guidance can be applied in different organizational contexts.
  • Decision-making Support: It offers frameworks or decision-making models that organizations can use to make informed choices about the applicability of the ISO/IEC 20000-1 standard to their specific situation.

At last, Pacific Certifications is accredited by ABIS, you need more support with ISO/IEC 20000-2:2019 Information technology-Service management, please contact us at +91-8595603096 or support@pacificcert.com

Also read: ISO/IEC 20000-1:2018-Information technology

Contact us to know more about ISO/IEC 20000-2:2019 Information technology-Service management

Related Certifications

Get in Touch

Email Address


Call Us