ISO/IEC 20000-1:2018 — What was changed?

The new edition of ISO/IEC 20000-1 is out in September 2018. So what was changed? The key changes are:

  • restructured into the high level structure used for all management system standards. This has introduced new common requirements for context of the organization, planning to achieve objectives and actions to address risks and opportunities. There are some common requirements that have updated previous requirements, for example: resources, documented information, competence and awareness.
  • taken into account the growing trends in service management including topics such as the commoditisation of services, the management of multiple suppliers by an internal or external service integrator and the need to determine value of services for customers.
  • removed some of the detail to concentrate on what to do and allow organizations the freedom of how to meet the requirements.
  • included new features such as the addition of requirements about knowledge and planning the services.
  • separated out clauses that were previously combined.
  • renamed “Governance of processes operated by other parties” to “Control of parties involved in the service life-cycle” and updated the requirements to include services and service components as well as processes. Clarified that the organization cannot demonstrate conformity to the requirements specified in this document if other parties are used to provide or operate all services, service components or processes within the scope of the service management system (SMS).
  • separated Clause 3 (Terms and definitions) into sub-clauses for management system terms and service management terms. There are many changes to terms
  • minimized the requirements for documented information removing the capacity and availability plans, CMDB, most procedures, release and improvement policies.
  • updated the figures.
  • moved detailed reporting requirements into the relevant clauses.