What is ISO 20000-1 and how does it stand out from other standards?

By Global Trust Association

20 September, 2019 | 20:09hrs

ISO 20000-1 is an international standard comprising guidelines for planning, establishing, implementing, operating, monitoring, reviewing, maintaining, and improving a Service Management System (SMS).
This standard has concepts clearly differing from standards such as ISO 27001 (Information Security), ISO 22301 (Business Continuity), ISO 37001 (Anti-Bribery Management) according to the scope of application; however, sometimes it is complicated to differentiate it from ISO 9001 (Quality Management), as both standards are focused on Service Quality Management.

While ISO 9001 focuses on Quality Management of products and/or services to satisfy customer requirements, ISO 20000-1 focuses on ensuring the quality of service lifecycle processes.

But specifically, what do we mean? A practical example is that of a restaurant. When we order a meal meeting our expectations, served on time and presented properly, we could say that the restaurant complies with the requirements of a Quality Management System based on ISO 9001; and, if it is also possible to demonstrate that this service has been designed, tested, provisioned, controlled, and continuously improved in detail, this ensures that it meets the requirements of a Service Management System based on ISO 20000-1.

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