1 Scope
This Technical Report provides guidelines for the application of ISO 9001:2008 to service management for IT services. Examples provided in the guidelines are for service management of IT services.
Because ISO/IEC 20000-1 and ISO 9001 can be applied not only to IT services but to all services, they do not use terminology referring to IT services. Throughout this Technical Report, the terminology of ISO/IEC 20000-1 is used without reference to IT , i.e. service, service management and service provider. The guidelines in this Technical Report can also be useful to support a QMS, SMS or integrated management system for other non- IT services.
Additionally, this Technical Report provides guidelines for the alignment and integration of a QMS and SMS in organizations where services are being delivered to internal or external customers. The guidelines about integration provided in Annex C can be applicable to a scope including IT services and other non- IT services as required.
This Technical Report provides a comparison of the requirements of ISO 9001:2008 and ISO/IEC 20000-1:2011. It highlights those areas where there is the greatest similarity between the two management systems, and where there are differences between the two.
This Technical Report cites and explains the requirements of ISO 9001:2008 in its application to service management and its integration with ISO/IEC 20000-1:2011, but does not add to or otherwise change the requirements of ISO 9001 or ISO/IEC 20000-1.
Open preview (PDF)Information technology. Guidelines for the application of ISO 9001:2008 to IT service management and its integration with ISO/IEC 20000-1:2011