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SAA AS ISO/IEC 20000.2

2013 Edition, October 18, 2013

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INFORMATION TECHNOLOGY - SERVICE MANAGEMENT PART 2: GUIDANCE ON THE APPLICATION OF SERVICE MANAGEMENT SYSTEMS



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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.