Information technology -- Service management

This document provides guidance on the integrated implementation of a service management system (SMS) as specified in ISO/IEC 20000-1 with a quality management system (QMS) as specified in ISO 9001 and an information security management system (ISMS) as specified in ISO/IEC 27001. It is aimed at those organizations that are intending to either: a) implement ISO 9001 when ISO/IEC 20000-1 is already implemented, or vice versa; b) implement ISO/IEC 27001 when ISO/IEC 20000-1 is already implemented, or vice versa; c) implement both ISO 9001 and ISO/IEC 20000-1 together, or implement both ISO/IEC 27001 and ISO/IEC 20000-1 together; d) implement ISO/IEC 20000-1, ISO 9001 and ISO/IEC 27001 together; or e) integrate existing management systems based on ISO/IEC 20000-1, ISO 9001 and ISO/IEC 27001. In practice, an SMS, QMS or ISMS can also be integrated with other management system standards (MSS), such as ISO 22301 or ISO 55001. Clause 4 provides an introduction to ISO/IEC 20000-1, the HLS of MSS specified in ISO/IEC Directives Part 1 and considerations for the integration of an MSS. Clause 5 provides an introduction to ISO 9001, commonalities and differences with ISO/IEC 20000-1 and considerations for the integration of an SMS with a QMS. Clause 6 provides an introduction to ISO/IEC 27001, commonalities and differences with ISO/IEC 20000-1 and considerations for the integration of an SMS with an ISMS. Clause 7 looks at considerations for the integration of an SMS, a QMS, and an ISMS. This document also provides correlation information for the terms and definitions of ISO/IEC 20000-1 with ISO 9001 and ISO/IEC 27001 in Annex A. Correlation of the clauses of ISO/IEC 20000-1 with ISO 9001 is shown in Annex B. Correlation of the clauses of ISO/IEC 20000-1 with ISO/IEC 27001 is shown in Annex C.

Technologies de l'information -- Gestion des services

General Information

Status
Published
Publication Date
15-Jul-2019
Current Stage
6060 - International Standard published
Start Date
07-Jun-2019
Completion Date
16-Jul-2019
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TECHNICAL ISO/IEC TR
REPORT 20000-7
First edition
2019-07
Information technology — Service
management —
Part 7:
Guidance on the integration and
correlation of ISO/IEC 20000-1:2018
to ISO 9001:2015 and ISO/IEC
27001:2013
Reference number
ISO/IEC TR 20000-7:2019(E)
ISO/IEC 2019
---------------------- Page: 1 ----------------------
ISO/IEC TR 20000-7:2019(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO/IEC 2019

All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may

be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting

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Published in Switzerland
ii © ISO/IEC 2019 – All rights reserved
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ISO/IEC TR 20000-7:2019(E)
Contents Page

Foreword ........................................................................................................................................................................................................................................iv

Introduction ..................................................................................................................................................................................................................................v

1 Scope ................................................................................................................................................................................................................................. 1

2 Normative references ...................................................................................................................................................................................... 1

3 Terms and definitions ..................................................................................................................................................................................... 2

4 Integration of ISO/IEC 20000-1:2018 with other management system standards (MSS) .......2

4.1 Introduction to ISO/IEC 20000-1:2018 ........................................................................................................................... 2

4.2 ISO/IEC Directives, Part 1, high level structure (HLS) for management system

standards (MSS) common requirements ......................................................................................................................... 3

4.3 Service management specific requirements ................................................................................................................. 4

4.4 Considerations for the integration of management system standards (MSS).................................. 6

5 Integration of ISO/IEC 20000-1:2018 with ISO 9001:2015 .................................................................................... 7

5.1 Introduction to ISO 9001:2015 ............................................................................................................................................... 7

5.2 Similarities and differences in requirements between ISO/IEC 20000-1:2018 and

ISO 9001:2015 ....................................................................................................................................................................................... 7

5.2.1 General...................................................................................................................................................................................... 7

5.2.2 Service design and transition ............................................................................................................................... 7

5.2.3 External suppliers ........................................................................................................................................................... 8

5.3 Quality management specific requirements.................................................................................................................. 8

5.4 Considerations for the integration of an SMS and a QMS ................................................................................... 9

6 Integration of ISO/IEC 20000-1:2018 with ISO/IEC 27001:2013 .....................................................................9

6.1 Introduction to ISO/IEC 27001:2013 ................................................................................................................................ 9

6.2 Similarities and differences in requirements between ISO/IEC 20000-1:2018 and

ISO/IEC 27001:2013 .....................................................................................................................................................................10

6.2.1 General...................................................................................................................................................................................10

6.2.2 Scope .......................................................................................................................................................................................10

6.2.3 Information security management ...............................................................................................................10

6.2.4 Risk management .........................................................................................................................................................11

6.2.5 ISO/IEC 27001:2013, Annex A Controls ...................................................................................................12

6.3 Information security management specific requirements ............................................................................14

6.4 Considerations for the integration of an SMS and an ISMS ...........................................................................15

7 Integration of ISO/IEC 20000-1:2018, ISO 9001:2015 and ISO/IEC 27001:2013 ........................15

7.1 Similarities and differences in requirements between ISO/IEC 20000-1:2018,

ISO 9001:2015 and ISO/IEC 27001:2013 ...................................................................................................................15

7.2 Considerations for the integration of an SMS, a QMS and an ISMS .........................................................19

7.2.1 High level structure (HLS) ....................................................................................................................................19

7.2.2 Scope .......................................................................................................................................................................................19

7.2.3 Service design, build and transition .............................................................................................................20

7.2.4 Change management and release and deployment management......................................20

7.2.5 Supplier management ..............................................................................................................................................20

Annex A (informative) Correlation of terms and definitions between ISO/IEC 20000-1:2018,

ISO 9000:2015, and ISO/IEC 27000:2018 ...............................................................................................................................21

Annex B (informative) Correlation of ISO/IEC 20000-1:2018 to ISO 9001:2015 ................................................40

Annex C (informative) Correlation of ISO/IEC 20000-1:2018 to ISO/IEC 27001:2013 .................................49

Bibliography .............................................................................................................................................................................................................................57

© ISO/IEC 2019 – All rights reserved iii
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ISO/IEC TR 20000-7:2019(E)
Foreword

ISO (the International Organization for Standardization) is a worldwide federation of national standards

bodies (ISO member bodies). The work of preparing International Standards is normally carried out

through ISO technical committees. Each member body interested in a subject for which a technical

committee has been established has the right to be represented on that committee. International

organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.

ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of

electrotechnical standardization.

The procedures used to develop this document and those intended for its further maintenance are

described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the

different types of ISO documents should be noted. This document was drafted in accordance with the

editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/directives).

Attention is drawn to the possibility that some of the elements of this document may be the subject of

patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of

any patent rights identified during the development of the document will be in the Introduction and/or

on the ISO list of patent declarations received (see www .iso .org/patents).

Any trade name used in this document is information given for the convenience of users and does not

constitute an endorsement.

For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and

expressions related to conformity assessment, as well as information about ISO's adherence to the

World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT), see www .iso

.org/iso/foreword .html.

This document was prepared by Technical Committee ISO/IEC JTC 1, Information technology,

Subcommittee SC 40, IT Service Management and IT Governance.
A list of all parts in the ISO/IEC 20000 series can be found on the ISO website.

Any feedback or questions on this document should be directed to the user’s national standards body. A

complete listing of these bodies can be found at www .iso .org/members .html.
iv © ISO/IEC 2019 – All rights reserved
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ISO/IEC TR 20000-7:2019(E)
Introduction

This document provides guidance on the integration of ISO/IEC 20000-1:2018, ISO 9001:2015 and

ISO/IEC 27001:2013. All three standards use the clause structure, common terms and common

requirements from the high level structure (HLS) of management system standards (MSS) specified in

the ISO/IEC Directives, Part 1. The adoption of the HLS enables an organization to align or integrate

multiple management system standards. For example, a service management system (SMS) can be

integrated with a quality management system based on ISO 9001 or an information security management

system based on ISO/IEC 27001. The relationship between these three standards is very close; therefore,

many organizations may already recognise the benefits of adopting two or all three of them.

Benefits of an integrated implementation of management systems can be:

a) less effort and lower cost for the organization to implement the integrated management system

and less ongoing effort required to keep it updated;

b) increased credibility to external parties of the organization having a single integrated

management system;

c) more effective internal processes and improved communication in the organization by streamlining

the interaction between the service, quality, and information security management aspects of their

management system.

Apart from the common terms, requirements and the HLS, there are other commonalities in these three

standards that provide an opportunity for integration. On the other hand, there are also differences

that need to be kept in mind when integrating these management systems.

It is assumed that users of this document have access to and a basic understanding of the

ISO/IEC 20000-1, ISO 9001, and ISO/IEC 27001 standards. The content of these standards is not

repeated nor fully explained in this document.

NOTE The high level structure (HLS) of management system standards (MSS) specified in the ISO/IEC

Directives, Part 1, Annex L, is referred to in this document as either "HLS" or "HLS of MSS". The high level structure

was formerly contained in the ISO/IEC Directives, Part 1, Annex SL. In this document, the term "Annex SL" is used

only when making a direct citation to a standard that was published when the Annex SL was still in place, e.g.

ISO 9001:2015, ISO/IEC 20000-1:2018, ISO/IEC 27001:2013.
© ISO/IEC 2019 – All rights reserved v
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TECHNICAL REPORT ISO/IEC TR 20000-7:2019(E)
Information technology — Service management —
Part 7:
Guidance on the integration and correlation of ISO/IEC
20000-1:2018 to ISO 9001:2015 and ISO/IEC 27001:2013
1 Scope

This document provides guidance on the integrated implementation of a service management system

(SMS) as specified in ISO/IEC 20000-1 with a quality management system (QMS) as specified in

ISO 9001 and an information security management system (ISMS) as specified in ISO/IEC 27001. It is

aimed at those organizations that are intending to either:

a) implement ISO 9001 when ISO/IEC 20000-1 is already implemented, or vice versa;

b) implement ISO/IEC 27001 when ISO/IEC 20000-1 is already implemented, or vice versa;

c) implement both ISO 9001 and ISO/IEC 20000-1 together, or implement both ISO/IEC 27001 and

ISO/IEC 20000-1 together;
d) implement ISO/IEC 20000-1, ISO 9001 and ISO/IEC 27001 together; or

e) integrate existing management systems based on ISO/IEC 20000-1, ISO 9001 and ISO/IEC 27001.

In practice, an SMS, QMS or ISMS can also be integrated with other management system standards

(MSS), such as ISO 22301 or ISO 55001.

Clause 4 provides an introduction to ISO/IEC 20000-1, the HLS of MSS specified in ISO/IEC Directives

Part 1 and considerations for the integration of an MSS.

Clause 5 provides an introduction to ISO 9001, commonalities and differences with ISO/IEC 20000-1

and considerations for the integration of an SMS with a QMS.

Clause 6 provides an introduction to ISO/IEC 27001, commonalities and differences with

ISO/IEC 20000-1 and considerations for the integration of an SMS with an ISMS.

Clause 7 looks at considerations for the integration of an SMS, a QMS, and an ISMS.

This document also provides correlation information for the terms and definitions of ISO/IEC 20000-1

with ISO 9001 and ISO/IEC 27001 in Annex A. Correlation of the clauses of ISO/IEC 20000-1 with

ISO 9001 is shown in Annex B. Correlation of the clauses of ISO/IEC 20000-1 with ISO/IEC 27001 is

shown in Annex C.
2 Normative references

The following documents are referred to in the text in such a way that some or all of their content

constitutes requirements of this document. For dated references, only the edition cited applies. For

undated references, the latest edition of the referenced document (including any amendments) applies.

ISO 9000:2015, Quality management systems — Fundamentals and vocabulary

ISO/IEC 20000-1:2018, Information technology — Service management — Part 1: Service management

system requirements
© ISO/IEC 2019 – All rights reserved 1
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ISO/IEC TR 20000-7:2019(E)

ISO/IEC 27000:2018, Information technology — Security techniques — Information security management

systems — Overview and vocabulary
3 Terms and definitions

For the purposes of this document, the terms and definitions given in ISO 9000:2015,

ISO/IEC 20000-1:2018, and ISO/IEC 27000:2018 apply.

ISO and IEC maintain terminological databases for use in standardization at the following addresses:

— ISO Online browsing platform: available at https: //www .iso .org/obp
— IEC Electropedia: available at http: //www .electropedia .org/
4 Integration of ISO/IEC 20000-1:2018 with other management system
standards (MSS)
4.1 Introduction to ISO/IEC 20000-1:2018

ISO/IEC 20000-1 specifies requirements for establishing, implementing, maintaining and continually

improving an SMS. An SMS supports the management of the service lifecycle, including the planning,

design, transition, delivery and improvement of services, which meet agreed requirements and deliver

value for customers, users and the organization delivering the services. The organization in the scope

of the SMS can be a whole or part of a larger organization. The organization in the scope of the SMS can

also be known as the service provider.

ISO/IEC 20000-1 is intentionally independent of specific guidance. The organization can use a

combination of generally accepted frameworks and its own experience. Appropriate tools for service

management can be used to support the SMS.

All requirements specified in ISO/IEC 20000-1 are generic and are intended to be applicable to all

organizations, regardless of the organization’s type or size, or the nature of the services delivered.

For example, the services can be information technology, business process outsourcing, or facilities

management.

Exclusion of any of the requirements in ISO/IEC 20000-1:2018, Clauses 4 to 10, is not acceptable when

the organization claims conformity to ISO/IEC 20000-1, irrespective of the nature of the organization.

The organization cannot demonstrate conformity to the requirements specified in ISO/IEC 20000-1 if

other parties are used to provide or operate all services, service components or processes within the

scope of the SMS.

ISO/IEC 20000-10 includes the concepts for an SMS, the vocabulary used for the ISO/IEC 20000 series,

a description of each part of the series and related standards. The vocabulary is split into subclause 3.1

for the HLS terms, subclause 3.2 for service management specific terms used in ISO/IEC 20000-1

and subclause 3.3 for terms used in the rest of the series. Subclauses 3.1 and 3.2 are the same as in

ISO/IEC 20000-1.
Figure 1 illustrates an SMS showing the clause content of ISO/IEC 20000-1.
2 © ISO/IEC 2019 – All rights reserved
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ISO/IEC TR 20000-7:2019(E)
Figure 1 — Service management system
4.2 ISO/IEC Directives, Part 1, high level structure (HLS) for management system
standards (MSS) common requirements

The ISO/IEC Directives, Part 1, HLS for MSS includes common terms and definitions, common

requirements, and the clause structure (titles and sequence) required for MSS. Table 1 illustrates the

HLS without any modifications for the subject matter. ‘XXX’ is replaced by the relevant subject for each

standard.
Table 1 — The high level structure (HLS) for management system standards (MSS)
Clause Title
4 Context of the organization
4.1 Understanding the organization and its context
4.2 Understanding the needs and expectations of interested parties
4.3 Determining the scope of the XXX management system
4.4 XXX management system
5 Leadership
5.1 Leadership and commitment
5.2 Policy
5.3 Organizational roles, responsibilities and authorities
6 Planning
6.1 Actions to address risks and opportunities
6.2 XXX objectives and planning to achieve them
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ISO/IEC TR 20000-7:2019(E)
Table 1 (continued)
Clause Title
7 Support
7.1 Resources
7.2 Competence
7.3 Awareness
7.4 Communication
7.5 Documented information
8 Operation
8.1 Operational planning and control
9 Performance evaluation
9.1 Monitoring, measurement, analysis and evaluation
9.2 Internal audit
9.3 Management review
10 Improvement
10.1 Nonconformity and corrective action
10.2 Continual improvement
4.3 Service management specific requirements

Each MSS adds subject-specific terms and requirements to the HLS. This is done by adding to existing

requirements within the HLS or by adding new sub-clauses. If justified, some of the HLS for MSS terms

and requirements can be modified but this is only done by exception to try to retain the common terms

and requirements to enable integration of the various MSS.

ISO/IEC 20000-1 lists the HLS for MSS terms and definitions as well as additional terms and definitions

that are specific to service management. All modifications of HLS for MSS terms are explained in a note

to the term.

An example of the modification of a HLS for MSS term is for corrective action where the text has been

modified as indicated in Note 1 to entry:

‘action to eliminate the cause or reduce the likelihood of recurrence of a detected nonconformity or

other undesirable situation'

Note 1 to entry: The original Annex SL definition has been changed by adding text to the original

“action to eliminate the cause of a nonconformity and to prevent recurrence”.

An example of a modification of HLS for MSS requirements is in ISO/IEC 20000-1:2018, 4.2. The HLS for

MSS text is: ‘The organization shall determine: a) the interested parties that are relevant to the SMS;’. This

has been modified in ISO/IEC 20000-1 to add ‘and the services’:

‘The organization shall determine: a) the interested parties that are relevant to the SMS and the

services;’

This modification to add ‘and the services’ has been made in many places because ISO/IEC 20000-1 is

focused on the use of the SMS to ensure successful delivery of services.

Examples of the addition of subclauses can be seen in Table 2. ISO/IEC 20000-1 changed two clause

titles: Clause 7 Support and Clause 8 Operation. These were changed to ‘Support of the SMS’ and

‘Operation of the SMS’ because the words support and operation have a specific meaning in service

management. The HLS titles could have been interpreted as meaning support and operation of the

services. In ISO/IEC 20000-1, the SMS is operated to deliver the services.
4 © ISO/IEC 2019 – All rights reserved
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ISO/IEC TR 20000-7:2019(E)

Table 2 shows the HLS with the added subclauses and title changes specific to service management in

ISO/IEC 20000-1 shown in italics.
Table 2 — The high level structure modified for ISO/IEC 20000-1
Clause Title
4 Context of the organization
4.1 Understanding the organization and its context
4.2 Understanding the needs and expectations of interested parties
4.3 Determining the scope of the service management system
4.4 Service management system
5 Leadership
5.1 Leadership and commitment
5.2 Policy
5.3 Organizational roles, responsibilities and authorities
6 Planning
6.1 Actions to address risks and opportunities
6.2 Service management objectives and planning to achieve them
6.3 Plan the service management system
7 Support of the service management system
7.1 Resources
7.2 Competence
7.3 Awareness
7.4 Communication
7.5 Documented information
7.5.4 Service management system documented information
7.6 Knowledge
8 Operation of the service management system
8.1 Operational planning and control
8.2 Service portfolio
8.2.1 Service delivery
8.2.2 Plan the services
8.2.3 Control of parties involved in the service lifecycle
8.2.4 Service catalogue management
8.2.5 Asset management
8.2.6 Configuration management
8.3 Relationship and agreement
8.3.1 General
8.3.2 Business relationship management
8.3.3 Service level management
8.3.4 Supplier management
8.4 Supply and demand
8.4.1 Budgeting and accounting for services
8.4.2 Demand management
8.4.3 Capacity management
8.5 Service design, build and transition
8.5.1 Change management
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ISO/IEC TR 20000-7:2019(E)
Table 2 (continued)
Clause Title
8.5.2 Service design and transition
8.5.3 Release and deployment management
8.6 Resolution and fulfilment
8.6.1 Incident management
8.6.2 Service request management
8.6.3 Problem management
8.7 Service assurance
8.7.1 Service availability management
8.7.2 Service continuity management
8.7.3 Information security management
9 Performance evaluation
9.1 Monitoring, measurement, analysis and evaluation
9.2 Internal audit
9.3 Management review
9.4 Service reporting
10 Improvement
10.1 Nonconformity and corrective action
10.2 Continual improvement
4.4 Considerations for the integration of management system standards (MSS)

The adoption of the HLS with the common terms and requirements enables an organization to align

or integrate multiple MSS within an integrated management system. For example, an SMS based

on ISO/IEC 20000-1 can be integrated with a QMS based on ISO 9001 and/or an ISMS based on

ISO/IEC 27001. When an MSS conforms to the HLS, this makes the integration easier. All new MSS and

updates for existing MSS now have to conform to the HLS and there are only a few MSS which do not yet

conform.

The HLS provides common requirements and terms. However, it is essential to remember that each

standard has a different focus and the requirements will be interpreted and used within that focus area.

An integrated management system can support common activities across an organization. For

example, if the internal audit process in an organization is common for all MSS, then this only needs

to be designed, documented and audited once for all MSS. This saves time and effort at all stages. If

there are some minor variances for an activity, then this can be shown in the process description. For

example, if the management review process in an organization has a common base but some variances

for each MSS, then the common process can be designed and documented with the variances for each

MSS clearly shown.

It is important to look carefully at each MSS that is being integrated. There are some minor variances

in HLS clauses which can be easily missed, e.g. the addition of ‘and the services’ in many HLS for MSS

requirements for ISO/IEC 20000-1.

It is not only the HLS clauses that can be common across MSS. There are also many areas of commonality

across MSS with different subject matters. For example, both ISO/IEC 20000-1 and ISO 9001 address

knowledge and both ISO/IEC 20000-1 and ISO/IEC 27001 address change management. These

commonalities and differences are explained further in this document.

An integrated management system should still make clear which clauses from each standard are being

covered. For example, if knowledge were to be a common process in an integrated management system

for ISO/IEC 20000-1 and ISO 9001, it should be clear that this is for ISO/IEC 20000-1:2018, 7.6 and

ISO 9001:2015, 7.1.6.
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ISO/IEC TR 20000-7:2019(E)
5 Integration of ISO/IEC 20000-1:2018 with ISO 9001:2015
5.1 Introduction to ISO 9001:2015
ISO 9001 specifies requirements for a QMS when an organization:

a) needs to demonstrate its ability to consistently provide products and services that meet customer

and applicable statutory and regulatory requirements;

b) aims to enhance customer satisfaction through the effective application of the system, including

processes for improvement of the system and the assurance of conformity to customer and

applicable statutory and regulatory requirements.

All the requirements of ISO 9001 are generic and are intended to be applicable to any organization,

regardless of its type or size, or the products and services it provides.

The implementation of a QMS requires the adoption of a process approach, risk-based thinking and the

pursuit of continual improvement using the “Plan-Do-Check-Act” cycle at all levels of the organization.

ISO 9000 includes the fundamental concepts and the quality management principles on which a

sound QMS is based, as well as the relevant terms and definitions for the ISO 9000 series of standards.

ISO 9000 provides the background for the proper understanding and implementation of ISO 9001. The

quality management principles are:
— customer focus;
— leadership;
— engagement of people;
— process approach;
— improvement;
— evidence-based decision making;
— relationship management.

5.2 Similarities and differences in requirements between ISO/IEC 20000-1:2018 and

ISO 9001:2015
5.2.1 General

Both ISO/IEC 20000-1 and ISO 9001 are based on the HLS with common terms and common requirements

for many areas which will support integration. An SMS according to ISO/IEC 20000-1 is focused on the

management of services to ensure that they meet agreed service requirements and deliver value for

the customers, users and the organization itself. ISO 9001 focuses on meeting customer requirements

and enhancing customer satisfaction through the use of a QMS. ISO/IEC 20000-1 includes clauses for

a service lifecycle with many requirements not present in ISO 9001 providing assurance of the high-

quality delivery of services throughout the service lifecycle following accepted service management

best practice.
5.2.2 Service design and transition

Requirements for design and transition planning are similar in ISO 9001:2015, 8.3 Design and

development of products and services (which itself does not refer to transition planning) and in

ISO/IEC 20000-1:2018, 8.5 Service design, build and transition.
© ISO/IEC 2019 – All rights reserved 7
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...

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