ISO/IEC 20000:2005 IT Service Management

ISO 9001:2000 and

ISO/IEC 20000:2005 Comparison
ISO 9001:2000 is a management system ISO/IEC 20000:2005 is based on
ISO 9001:2000 is applied and used by
standard that sets out the requirements ISO 9001:2000 but is focused esp
ecially all organizations in different sectors and
for a world class quality management for IT Service Management (ITSM).
industries. While it has certain benefts
"system. Using a process approach, it " Certifcation to ISO/IEC 20000:2005
that are valuable to your existing
allows organizations to link business "helps IT suppliers, brand owners and "
"commercial relationships, ISO/IEC "
objectives with business effectiveness retailers ultimately safeguard their
20000:2005 is essential if you wish to
more directly. ISO 9001:2000 focuses on organizations and the consumer.
The have a specifc certifcation for the ITSM
the commitment of top management to standard possesses a comprehensive
component of your business.
build human motivation in order to meet scope covering all areas of IT S
ervice
The following chart illustrates some of
all business objectives. The standard Management and addresses methods
the common requirements between
establishes optimal working practices for best practice of the supplier.
ISO 9001:2000 and ISO/IEC 20000:2005.
which can enhance proft as well as
customer satisfaction.
ISO 9001:2000 ISO/IEC 20000:2005
4. Quality 4.1 General requirements 4 Planning and implementin
g
Management
4.2 Documentation requirements 3.2 Documentation requirements
System
4.2.1 General
4.2.2 Quality manual
4.2.3 Control of documents 3.2 Documentation requirements
4.2.4 Control of records 3.2 Documentation requirements
5.1 Management commitment 3.1 Management responsibility
5. Management
Responsibility
5.2 Customer focus 3.1 Management responsibility
5.3 Quality policy
5.4 Planning 4.1 Plan service management
5.5 "Responsibility, authority and "
communication
5.6 Management review 3.1 Management responsibility
6.1 Provision of resources 4.2 Implementation of service management /
6. Resource
6.5 Capacity management
Management
6.2 Human resources 4.2 Implementation of service management /
6.5 Capacity management
"6.2.2 Competence, awareness & training" 3.3 "Competence, awareness a
nd training"
6.3 Infrastructure 4.2 Implementation of service management
6.4 Work environment 4.2 Implementation of service management
Note: This document is a general interpretation of the comparisons between ISO 9
001:2000 and
ISO/IEC 20000:2005 and does not replace information found within these published
 standards.
raising standards worldwide

/E
7
ISO/IEC 20000:2005
ISO 9001:2000
0
1
/1
S
7.1 Planning of product realization 6.1 Service level management (service ra
ther than product)
7. Product /M
3
0
1
Realization
7.2 Customer-related processes 7 Relationship process
A
S
U
I/
7.3 Design and development 5 Planning and implementing new or changed
services S
B
7.4 Purchasing 7.3 Supplier management
7.5 Production and service provision 4.2 Implement service management
and provide the services
7.5.1 Control of production and service provisionISO 20000 all requirements and
processes
7.5.2 Validation of processes for production "4.3 Monitoring, measuring and r
eviewing"
and service provision
7.5.3 Identification and traceability 9.1 Configuration management
(Note: Configuration management in some
9.2 Change management
industry sectors)
10.1 Release management
7.5.4 Customer property
7.5.5 Preservation of product (includes 9.1 Configuration management
"identification, handling, packaging, storage "
9.2 Change management
& protection - includes constituent parts)
10.1 Release management
7.6 Control of monitoring & measuring devices
"8. Measurement, " 8.1 General "4.3 Monitoring, measuring and reviewing
"
Analysis &
6.1 Service level management
Improvement
8.2 Monitoring & measurement "4.3 Monitoring, measuring and reviewing
"
8.2.1 Customer satisfaction 7.1 Business relationship processes
8.2.2 Internal audit "4.3 Monitoring, measuring and reviewing"
8.2.3 Monitoring & measurement of processes 6.2 Service reporting and all pr
ocess sections
8.2.4 Monitoring & measurement of product 6.1 Service level management (fo
r service)
8.3 Control of non-conforming product 8.2 Incident management
8.3 Problem management
8.4 Analysis of data "4.3 Monitoring, measuring and reviewing"
8.5 Improvement 6.2 Service reporting
4.4 Continual improvement
8.5.1 Continual improvement 4.4 Continual improvement
8.5.2 Corrective action 8 Resolution Process
8.5 3 Preventative action 8.3 Problem Management
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