CSA ISO/IEC 20000-2:20 (R2025)

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CSA Preface Standards development within the Information Technology sector is harmonized with international standards development. Through the CSA Technical Committee on Information Technology (TCIT), Canadians serve as the SCC Mirror Committee (SMC) on ISO/IEC Joint Technical Committee 1 on Information Technology (ISO/IEC JTC1) for the Standards Council of Canada (SCC), the ISO member body for Canada and sponsor of the Canadian National Committee of the IEC. Also, as a member of the International Telecommunication Union (ITU), Canada participates in the International Telegraph and Telephone Consultative Committee (ITU-T). For brevity, this Standard will be referred to as “CSA ISO/IEC 20000-2” throughout. This Standard supersedes CAN/CSA-ISO/IEC 20000-2:13 (adopted ISO/IEC 20000-2:2012). The International Standard was reviewed by the CSA TCIT under the jurisdiction of the CSA Strategic Steering Committee on Information and Communications Technology and deemed acceptable for use in Canada. From time to time, ISO/IEC may publish addenda, corrigenda, etc. The TCIT will review these documents for approval and publication. For a listing, refer to the Current Standards Activities page at standardsactivities.csagroup.org. This Standard has been formally approved, without modification, by the Technical Committee and has been developed in compliance with Standards Council of Canada requirements for National Standards of Canada. It has been published as a National Standard of Canada by CSA Group. Scope 1.1 General This document provides guidance on the application of a service management system (SMS) based on ISO/IEC 20000-1. It provides examples and recommendations to enable organizations to interpret and apply ISO/IEC 20000-1, including references to other parts of ISO/IEC 20000 and other relevant standards.