SNV SN ISO/IEC 20000-2 Information technology - Service management - Part 2: Guidance on the application of service management systems
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Schweizerische Normen-Vereinigung
Information technology - Service management - Part 2: Guidance on the application of service management systems
N SN ISO/IEC 20000-2
Annotation
This part of ISO/IEC 20000 provides guidance on the application of an SMS based on ISO/IEC 20000-1. This part of ISO/IEC 20000 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.
The interfaces between the service management processes and the relationships between different components of the SMS may be implemented differently by different service providers. The nature of the relationship between the service provider and the customer can also influence how the SMS is implemented to fulfil the requirements of ISO/IEC 20000-1. For these reasons the interfaces between processes are not.
Application
The service provider is accountable for the SMS and therefore cannot ask another party to fulfil the requirements of Clause 4 of ISO/IEC 20000-1:2011. For example, the service provider cannot ask another party to provide the top management and demonstrate top management commitment or to demonstrate the governance of processes operated by other parties.
Some activities in Clause 4 may be performed by another party under the management of the service provider. For example, service providers can engage other parties to conduct internal audits on their behalf. Another example is where a service provider asks another party to create the initial service management plan. The plan, once created and agreed, is the direct responsibility of and is maintained by the service provider. In these examples, the service provider is using other parties for specific short-term activities. The service provider has accountability, authorities and responsibilities for the SMS. The service provider can therefore demonstrate evidence of fulfilling all of the requirements of Clause 4 of ISO/IEC 20000-1:2011.
