标准编号：ISO/IEC 20000-2:2005
中文名称：信息技术 服务管理 第2部分：实用规程
英文名称：Information technology — Service management — Part 2: Code of practice
发布日期：2005-12
标准范围
This part of ISO/IEC 20000 represents an industry consensus on quality standards for IT service managementprocesses. These service management processes deliver the best possible service to meet a customer’sbusiness needs within agreed resource levels, i.e. service that is professional, cost-effective and with riskswhich 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. Failure to understand theterminology can be a barrier to establishing effective processes. Understanding the terminology is a tangibleand significant benefit from ISO/IEC 20000. This part of ISO/IEC 20000 recommends that service providersshould adopt common terminology and a more consistent approach to service management. It gives acommon basis for improvements in services. It also provides a framework for use by suppliers of servicemanagement tools.As a process based standard this code of practice is not intended for product assessment. However,organizations developing service management tools, products and systems may use both the specificationand the code of practice to help them develop tools, products and systems that support best practice servicemanagement.This part of ISO/IEC 20000 provides guidance to auditors and offers assistance to service providers planningservice improvements or to be audited against ISO/IEC 20000-1.
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