ISO/IEC 20000:2005 IT Service Management

ISO 9001:2000 and ISO/IEC 20000:2005 Comparison

ISO 9001:2000 is a management system standard that sets out the requirements for a world class quality management system. Using a process approach, it allows organizations to link business objectives with business effectiveness more directly. ISO 9001:2000 focuses on the commitment of top management to build human motivation in order to meet all business objectives. The standard establishes optimal working practices which can enhance profit as well as customer satisfaction. ISO/IEC 20000:2005 is based on ISO 9001:2000 but is focused especially for IT Service Management (ITSM). Certification to ISO/IEC 20000:2005 helps IT suppliers, brand owners and retailers ultimately safeguard their organizations and the consumer. The standard possesses a comprehensive scope covering all areas of IT Service Management and addresses methods for best practice of the supplier. ISO 9001:2000 is applied and used by all organizations in different sectors and industries. While it has certain benefits that are valuable to your existing commercial relationships, ISO/IEC 20000:2005 is essential if you wish to have a specific certification for the ITSM component of your business. The following chart illustrates some of the common requirements between ISO 9001:2000 and ISO/IEC 20000:2005.

ISO 9001:2000
4. Quality Management System 4.1 4.2 4.2.1 4.2.2 4.2.3 4.2.4 5. Management Responsibility 5.1 5.2 5.3 5.4 5.5 5.6 6. Resource Management 6.1 6.2 6.2.2 6.3 6.4 General requirements Documentation requirements General Quality manual Control of documents Control of records Management commitment Customer focus Quality policy Planning Responsibility, authority and communication Management review Provision of resources Human resources Competence, awareness & training Infrastructure Work environment

ISO/IEC 20000:2005
4. 3.2 Planning and implementing Documentation requirements

3.2 3.2 3.1 3.1 4.1

Documentation requirements Documentation requirements Management responsibility Management responsibility Plan service management

3.1 4.2 4.2 3.3 4.2 4.2

Management responsibility Implementation of service management / 6.5 Capacity management Implementation of service management / 6.5 Capacity management Competence, awareness and training Implementation of service management Implementation of service management

Note: This document is a general interpretation of the comparisons between ISO 9001:2000 and ISO/IEC 20000:2005 and does not replace information found within these published standards.

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7. Product Realization

7.1 7.2 7.3 7.4 7.5 7.5.1 7.5.2 7.5.3

Planning of product realization Customer-related processes Design and development Purchasing Production and service provision Control of production and service provision Validation of processes for production and service provision Identification and traceability (Note: Configuration management in some industry sectors) Customer property Preservation of product (includes identification, handling, packaging, storage & protection - includes constituent parts) Control of monitoring & measuring devices General Monitoring & measurement Customer satisfaction Internal audit Monitoring & measurement of processes Monitoring & measurement of product Control of non-conforming product Analysis of data Improvement Continual improvement Corrective action Preventative action

6.1 7 5 7.3 4.2 4.3 9.1 9.2 10.1

Service level management (service rather than product) Relationship process Planning and implementing new or changed services Supplier management Implement service management and provide the services Monitoring, measuring and reviewing Configuration management Change management Release management Configuration management Change management Release management Monitoring, measuring and reviewing Service level management Monitoring, measuring and reviewing Business relationship processes Monitoring, measuring and reviewing Service reporting and all process sections Service level management (for service) Incident management Problem management Monitoring, measuring and reviewing Service reporting Continual improvement Continual improvement Resolution Process Problem Management

ISO 20000 all requirements and processes

7.5.4 7.5.5

9.1 9.2 10.1

7.6 8. Measurement, Analysis & Improvement 8.1 8.2 8.2.1 8.2.2 8.2.3 8.2.4 8.3 8.4 8.5 8.5.1 8.5.2 8.5 3

4.3 6.1 4.3 7.1 4.3 6.2 6.1 8.2 8.3 4.3 6.2 4.4 4.4 8 8.3

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ISO 9001:2000

ISO/IEC 20000:2005