How the latest edition of ISO 20000's features compare with its previous 2011 edition.
What is the ISO/IEC 20000-1?
ISO/IEC 20000 is the only international standard for service management. It can be used by organizations big and small, public and private, for IT and non-IT services. The latest edition, ISO/IEC 20000-1:2018 Service management system requirements, was published in September 2018. This replaces the 2011 edition. Alongside this, the update to ISO/IEC 20000-10, Concepts and Vocabulary, was also published.
The revised service management system model
The revised SMS model is shown below – this is figure 1 from ISO/IEC 20000-1:2018.
High-level mapping
Many of the mappings are obvious – the name is the same and these are not shown below. However, this does not mean that the requirements are the same – some have little change and some have more major change. The tables below give the less obvious mappings only. There are other more detailed mappings where, for example, one line of a 2011 clause is mapped into a 2018 clause but these are not shown in this high-level mapping.
Terms and definitions
It is important to also read the terms and definitions as there are some new ones and some have changed. The main changes are shown below:
| 2011 edition | 2018 edition |
|---|---|
| Service provider | Organization |
| Internal group | Internal group |
| Supplier | External supplier |
| Availability | Service availability |
| Information security | Information security - definition now matches ISO/IEC 27001 |
| Asset, service catalogue, service level target, value. Other new terms are also present. |
|
| CMDB | Configuration information is used in the requirements but is not a defined term. CMDB is no longer used in ISO/IEC 20000-1 but is referred to in the guidance standards. |
Split clauses
The 2018 SMS model looks far more complex than the 2011 edition but in reality, many clauses have been split into smaller clauses. The split of clauses if shown below.
| 2011 edition | 2018 edition |
|---|---|
| 4.4 Resource management |
7.1 Resources
7.2 Competence |
| 6.1 Service level management |
8.2.4 Service catalogue management
8.3.3 Service level management |
| 6.5 Capacity management |
8.4.2 Demand management 8.4.3 Capacity management |
| 8.1 Incident and service request management |
8.6.2 Incident management 8.6.3 Service request management |
| 6.3 Service continuity and availability management |
8.7.1 Service availability management 8.7.2 Service continuity management |
New Clauses
There are a few new clauses:
- 4.1 Understanding the organization and its context
- 6.2.2 Plan to achieve objectives
- 7.6 Knowledge
- 8.2.2 Plan the services
Renamed clauses
Some clauses have been renamed and updated as shown below:
| 2011 edition | 2018 edition |
|---|---|
| 4.2 Governance of processes operated by other parties | 8.2.3 Control of parties involved in the service lifecycle |
| 5 Design and transition of new or changed services | 8.5.2 Service design and transition |
Summary
There is a 3-year transition period for certified organizations to move to the 2018 edition. Understanding the mapping from the old to the new will support this transition.
Lynda Cooper, an independent consultant and trainer, specialises in supporting organizations to achieve and maintain ISO/IEC 20000 and ISO/IEC 27001 certification. Lynda chairs the BSI committee for service management and is the project editor for ISO/IEC 20000-1. She represents the UK at the ISO committee for ISO/IEC 20000. She is one of the first people in the world to hold the ITIL Master qualification.
