ISO/IEC 20000 Service Management

ISO/IEC 20000 Service Management

Our customer had a few questions throughout the development of ISO/IEC 20000-1:2018, which are noted below:

When should I make a change: I have a surveillance audit scheduled for the beginning of 2019; may I make a modification then?

It must be completed by September 29, 2021, the day of your transition visit. We recommend that you speak with your customer manager about this so that you have the tools you need to upgrade your system right away and are prepared for your next surveillance visit in a timely manner, allowing you to set a convenient switch date.

The recommendation does not specify what tools should be used to assess your organization’s context and concerns. When looking at this clause, it’s more important to utilize an approach that allows you to look at all of the issues that influence your company – including everything that comes in (external difficulties) – and make sure they’re all tied to your purpose and desired objectives. You might consider a SWOT as part of your approach because, like any other business tool, you clearly want to achieve results and examine the challenges that may affect them.

What is the difference between ISO 9001 and ISO/IAC 20000-1 in terms of ISO 9001?

ISO 9001 requires businesses to implement a quality management system that enables them to consistently create products and services that fulfill their customers’ needs as well as any legal and regulatory requirements. It also brings up possibilities for increasing customer satisfaction.

The ISO 9001 criteria ensure that you deliver a high-quality service, but they don’t go into any detail about service management or the specific service lifecycle needs because products and services are so different. ISO/IEC 20000-1 stands out as a differentiator in this regard, as it can be used as a stand-alone framework or as an addition to an existing quality management system. It helps you with the technicalities of creating a dependable, successful, and valuable service for your stakeholders.

What are the differences between ISO 9001 and ISO / IEC 20000-1?

  • ISO 9001 Service Management is the core of quality management. The ISO/IEC 20000-1 standard is dedicated to
  • ISO 9001 is a broad standard that applies to any company that sells a product or provides a service.
  • ISO/IEC 20000-1 is largely concerned with the services component of a provider system, as well as the specific focus points for service management. In fact, the term ‘product’ is not used in ISO/IEC 20000-1. It also contains requirements for particular service lifecycle procedures. Figure 1 shows this, especially in paragraph 8 — SMS operation.

Integration: What should an ISO 9001 and ISO/IEC 27001 certified organization’s methodology be?

When you have ISO 9001 and ISO/IEC 27001 in place, you are already meeting some of the HLS requirements that are universal to all standards. You can do this by establishing an integrated management system, and a new standard will be released next year to guide the unification of these three management systems. However, it’s critical to understand that from the perspective of service management, you must consider everything. Your information security policy, for example, must be assessed to ensure that this is relevant to services. Your general quality policy must be adapted to service and service management in order to meet the ISO/IEC 20000-1 criterion.

ISO/IEC 27013 and ISO/IEC 27013 already exist for ISO/IEC 27001 and ISO/IEC 20000-1 integration recommendations, according to ISO/IEC 20000-1.

Cloud Service Providers: Do cloud service providers have any management information?

We currently only have information based on ISO/IEC 20000-1:2011. Nonetheless, material specific to cloud service providers will be supplied in the new ISO/IEC 20000-1 document, which will be created and issued in early 2019.

How can the new ISO/IEC 20000-1 version better meet the requirement for agility?

A lot of the information that was quite specific on the “how” in 2011 has been removed. The new standard now focuses on “what to do” rather than “how to do it,” allowing agile approaches to be employed as long as the ISO/IEC 20000-1 standard is still met.


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