INTERNATIONAL ISO/IEC STANDARD 20000-2 Fist ection boosss2-5 Information technology — Service management — Part 2: Code of practice Technologies de Fnformation — Gestion de services — Patio 2 Code da tonne pratiquePOF disclaimer “Wa POF say conn ented Noeacen I accxtnce wih At’ eng pf, fe ye or we it Puna be ete ros ba pace oem ne hcarag fo andes ce gearing eg ‘Stwrzaing he Ho, pres aco ene esr of Mogg hee hear any Tha SO Gan Seca ‘een aby na ‘aces acon of Ace Stns npr Dealt sore pratt ed nee hs POF fe canbe ind Cote io rave 1 hte fe Preto feneters wre apres tor ping Eve ce han bean se oor a fee utero 9 199 er ote {Bounty err as etn cry 0s tot esae orn Carta Sect at mess en teu {sae 2005 ‘Ming ean rts chown egies, no pr this keane pois ceed in any aro yay ear Sep greta hay epg oe rao ms pom wig em er 50 We as 'sO copy ece Cnn gemsa So 14121) Gana 20 ar Saran Sasoe ne Ena cena Patios in Sterna Contents Introduetion. - vs SCOP 0. neem Terms ad defintons osc enone The management system Management responsibility... : Documentation requiremenis wr. sewnor nner Competence, awareness and training Genera. Professional development. [Approaches to be considered. Planning and implementing service management. lan service management (Pian) ven vice management. proaches. Events tobe considered * . Scope and contents of the plan Implement sorvice management and provide the services (00). Monitoring, meaeuring and reviewing (Chet) Continual improvement (Act) Policy. Planning for servi immprovemenis : lanning and implementing new or changed services. Toples for consideration, (Change records : Service delivery proce Servics level management Service catalogue sn nse nnn sneer sano Service level agrecmonts (SLA). en Service level management (SLM) process. Supporting service agreoments, : Servieo reporting. Policy vo vo Purpose and quality checks on service reports Service reports... : Service continuity and availabilty management. General : : Availablity monitoring and actives. om Service continuity strategy na Service continuity planning and testing Budgeting and accounting for IT servicos. : General. Policy nue nsnnuen nnn Budgeting. ‘Accounting Capacity management Information security management... Genera nee : Identifying and classifying information assets 0. Security ish assessment practices ISONEC 20000-2:2005(€) Page evan