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.
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.
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.
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