ISO_IEC_20000-2-2012.pdf

INTERNATIONALISO/IECSTANDARD20000-2Second edition2012-02-15Information technology-Servicemanagement-Part 2:Guidance on the application of servicemanagement systemsTechnologies de linformation-Gestion des services-Partie 2:Directives relatives a lapplication des systemes demanagement des servicesReference number1S0/1EC20000-2:2012(E)ISOIEC1S0/1EC2012d without license from IHSNot for Resale1S0/1EC20000-2:2012(E)COPYRIGHT PROTECTED DOCUMENTIS0/IEC2012All rights reserved.Unless otherwise specified,no part of this publication may be reproduced or utilized in any form or by any means,electronic or mechanical,including photocopying and microfilm,without permission in writing from either ISO at the address below orISOs member body in the country of the requester.ISO copyright officeCase postale 56.CH-1211 Geneva 20Tel.+41227490111Fax+41227490947E-mail copyrightiso.orgWeb www.iso.orgPublished in SwitzerlandEemouiational Organizion o StandardizationISO/IEC 2012-All rights reservedoveodbyHsndarlcen0whls1S0/1EC20000-2:2012(E)Table 1-Example matrix of incident resolution target times based on priorities.60Table A.1-Interfaces and integration for design and transition of new or changed services.77Table A.2-Interfaces and integration for SLM.77Table A.3-Interfaces and integration for service reporting.8Table A.4-Interfaces and integration for service continuity and availability management.78Table A.5-Interfaces and integration for budgeting and accounting for services.79Table A.6-Interfaces and integration for capacity management.9Table A.7-Interfaces and integration for ISM.80Table A.8-Interfaces and integration for BRM.80Table A.9-Interfaces and integration for supplier management.8Table A.10-Interfaces and integration for incident and service request management.81Table A.11-Interfaces and integration for problem management.8Table A.12-Interfaces and integration for configuration management.82Table A.13-Interfaces and integration for change management.83Table A.14-Interfaces and integration for release and deployment management.83capynioninaiongOrpasnmaiemtcSaneardzaicmISO/IEC 2012-All rights reservedd without license from IHS