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ISO/IEC 20000-2:2005
Information technology — Service management — Part 2: Code of practice- 발행일 : 2005-12-14
- 발행기관 : ISO/IEC
상세정보
| 분야 | ISO/IEC JTC 1/SC 7 : Software and systems engineering |
|---|---|
| 적용범위 | 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 ISO/IEC 20000-2:2005 is based on BS 15000-2, which has been superseded.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. |
| 국제분류(ICS)코드 |
03.080.99 : 기타 서비스
35.020 : 정보기술 일반 |
| 페이지수 | 34 |
| Edition | 1 |
이력정보
| No. | 표준번호 | 표준명 | 발행일 | 상태 |
|---|---|---|---|---|
| 1 | ISO/IEC 20000-2:2019/Amd 1:2020상세보기 | Information technology — Service management — Part 2: Guidance on the application of service management systems — Amendment 1 | 2020-08-06 | 표준 |
| 2 | ISO/IEC 20000-2:2019상세보기 | Information technology — Service management — Part 2: Guidance on the application of service management systems | 2019-08-19 | 표준 |
| 3 | ISO/IEC 20000-2:2012상세보기 | Information technology — Service management — Part 2: Guidance on the application of service management systems | 2012-02-14 | 구판 |
| 4 | ISO/IEC 20000-2:2005상세보기 | Information technology — Service management — Part 2: Code of practice | 2005-12-14 | 구판 |
관련상품
- ISO/IEC DIS 20000-10 - Information technology — Service management — Part 10: Overview and key concepts
- ISO/IEC TR 20000-3:2009 - Information technology - Service management - Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1
- ISO/IEC TR 20000-4:2010 - Information technology — Service management — Part 4: Process reference model
- ISO/IEC TR 20000-4:2010 - Information technology - Service management - Part 4: Process reference model
- ISO/IEC TR 20000-5:2013 - Information technology - Service management - Part 5: Exemplar implementation plan for ISO/IEC 20000-1
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