INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 2: CODE OF PRACTICE (ISO/IEC 20000-2:2005, IDT)
This Malaysian Standard represents an industry consensus on quality standards for IT service management processes. 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. Failure to understand the terminology can be a barrier to establishing effective processes. Understanding the terminology is a tangible and significant benefit from MS ISO/IEC 20000. This standard recommends that service providers should adopt common terminology and a more consistent approach to service management. It gives a common basis for improvements in services. It also provides a framework for use by suppliers of service management tools.
As a process
Published
• (none) / (none) / (none)
PDF
30/04/2019
45
NSC 07 - Information Technology, Communications & Multimedia
