As a CMMI Consultant you might have come across the question about the difference between ISO/IEC 20000-1:2011 and ISO/IEC 20000-1:2018. As CMMI Consultant you can take guidance from the information below:

CMMI FAQ 0

3rd June, 2019

ISO/IEC 20000-1:2018 is the Service Management System, which provides requirements for planning, design, transition, delivery and improvement of a Service Management System (SMS), where SMS is the collection of policies, processes, organizational structure, people, etc. to manage services.

It has been released after the 2011 version and has many improvements over the 2011 version.

Let’s see the difference between ISO/IEC 20000-1:2011 and ISO/IEC 20000-1:2018.

Standard Structure

The new standard i.e. ISO/IEC 20000-1:2018 has adopted the high-level structure for management system standards, referred to as ‘Annex SL’, which provides a common structure for management standards. As a result, the new standard has 10 clauses like other standards.

Difference in Clauses

1. Clause 4 – Context of the organization – Now requires organizations to
   • Determine internal and external factors affecting the organization and its ability to achieve the intended outcomes of the SMS
   • Identify interested parties and their requirements
2. Clause 5 – Leadership – Requirements regarding leadership have been updated with a emphasis on
   • Determining what constitutes value for the organization and its customers
   • control of other parties involved in the service lifecycle
   • integrating SMS requirements into the organization’s processes
   • assigning and communicating responsibilities in order to make sure the SMS conforms to the standard’s requirements
   • continual improvement
3. Clause 6 – Planning
   • Risk Management is more extensive in 2018. Internal and external issues and the requirements of interested parties need to be taken into account to determine and treat risks.
   • It specifies aspects to be considered when planning for the SMS are in more detail.
   • Opportunities needs to be considered and addressed.
4. Clause 7 – Support of the service management system. It adds Communication requirements, which are new to 2018. These includes
   • resources,
   • communication,
   • competency,
   • awareness,
   • documentation and
   • awareness

   Clause 7.6 has been added to determine what knowledge is needed to support the SMS and the services and how this knowledge is maintained and made available.

5. Clause 8 – Operation of the service management system
   • Includes all the processes formerly covered in section 5-9 of the 2011 edition
   • Deals with the operation of the SMS
6. Clause 9 – Performance evaluation
   • All requirements related to the performance evaluation has been combined.
   • These includes monitoring, auditing, management reviews and service reporting.

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