ISO 9001 requires organizations to implement a quality management system that gives them the ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements. Plus it facilitates opportunities to improve customer satisfaction.
As products and services are very different, the requirements for ISO 9001 ensure you deliver a good quality service, but it doesn’t go into any detail about service management and the specific service lifecycle requirements. That is where ISO/IEC 20000-1 is a differentiator that can be used as a stand-alone framework or as a complementary standard to build on an existing quality management system. It helps you with the detail behind delivering a resilient service, one that is reliable, effective and delivers value for stakeholders.
What are the key differences between ISO 9001 and ISO/IEC 20000-1?
- ISO 9001 is focused on quality management
- ISO/IEC 20000-1 is focused on service management
- ISO 9001 is generic and aimed at any organization providing products or services
- ISO/IEC 20000-1 is specifically targeted at the services part of a providers system and the more specific focus points to address service management. In fact the word 'product' is not used in ISO/IEC 20000-1. It also has specific requirements for service lifecycle processes. These are shown in figure 1, primarily in clause 8 - Operation of the SMS.