What is the difference between ISO 9001 and ISO 20000?
What is the difference between ISO 9001 and ISO 20000? The differences can be seen in the way each standard helps companies. ISO 9001 is predominantly the quality management standard that helps companies with customer satisfaction. ISO 20000 is also a service management standard for the IT service management industry. The following blog focuses on the structure, principles, and benefits of each standard to highlight the basic differences between them.
What is the difference between ISO 9001 and ISO 20000? Structure, principles, and benefits
Structure of ISO 9001:2015 – The standard is organized into 10 clauses, with clauses 4 through 10 containing the auditable requirements. Scope asks to define the applicability of the standard. The second is normative references, which ask for referenced documents. Next is “Terms and Definitions”, which asks to provide key definitions. Context of the Organization requires understanding the organization’s context, including internal and external factors, and identifying relevant interested parties and their expectations.
Leadership emphasizes top management’s role in demonstrating leadership and commitment to the QMS, establishing a quality policy, and assigning roles and responsibilities. Planning focuses on addressing risks and opportunities, setting quality objectives, and planning changes to ensure the QMS achieves its intended outcomes. Support covers resource management, including human resources, infrastructure, work environment, and knowledge management, as well as competence, awareness, communication, and documented information.
Operation addresses operational planning and control, including requirements for products and services, design and development, external providers, production and service provision, and release of products and services. Performance Evaluation is next on the list. It asks for rigorous monitoring, measurement, analysis, evaluation, internal audits, and management reviews to assess the quality system’s performance and effectiveness. The improvement clause focuses on identifying nonconformities, implementing corrective actions, and driving continual improvement of the quality management system.
Structure of ISO 20000 – The standard is organized into several key sections, each focusing on different aspects of service management. The fundamental structure is similar to the previous one. It has scope at the top of the list, which defines the applicability and boundaries of the system. The next aspect is normative references. It asks for listing documents that are indispensable for the application of the standard. Terms and definitions are common in each ISO standard. It provides specific definitions to ensure a common understanding of key concepts. Like ISO 9001, ISO 20000 has organizational context, leadership, planning, support, operations, and performance evaluation too in its structure.
Key Principles of ISO 9001:2015 – The standard is based on seven quality management principles. The first is customer focus. It asks companies to meet and exceed customer expectations. The second is leadership, which asks for a well-established team of leaders. The leaders must know their purpose and direct their subordinates according to the policies and objectives. The third principle is people’s engagement, which asks for involving competent, empowered, and engaged individuals. As per this principle, companies must analyze individual performance and select the best human resource possible.
The human resources must have enough awareness and efficiency in understanding individual tasks and meeting the desired performance objectives. The process approach is the next principle, which is about managing activities as interrelated processes. Improvement is next on the principal’s list. Ongoing improvement through vigorous monitoring is necessary. The sixth principle is making decisions based on evidence. Data analysis here plays a pivotal role in helping the management narrow down decisions. Managing relationships with interested parties to optimize performance is also a focus point of ISO 9001.
Key Principles of ISO 20000 – The first is quality assurance of the services. It ensures that services consistently meet agreed-upon requirements and deliver value to customers. The next is customer focus, which aligns IT services with the needs and expectations of customers to enhance satisfaction. The third principle is the process approach. It helps to manage activities and resources as interrelated processes that function as a coherent system. Top management’s active involvement in establishing and maintaining the service management system ensures alignment with organizational objectives. Leadership is, therefore, a significant principle. Regular assessment enhances service management processes to boost performance and customer satisfaction. Thus, continual improvement is on the list too. Making decisions on the analysis of data and information to ensure effective outcomes is another principle that is similar to ISO 9001.
Benefits of Implementing ISO 9001 – Organizations that implement ISO 9001:2015 can experience various benefits. ISO 9001 helps to enhance customer satisfaction and loyalty. It improves process efficiency and effectiveness. Companies get an opportunity for better risk management and opportunity realization. With the help of the standard, companies achieve market credibility and competitive advantage. Facilitation of continual improvement and innovation is also on the list.
Benefits of Implementing ISO 20000 – It ensures that IT services are delivered effectively and meet agreed-upon service levels. With the help of the standard, companies can demonstrate a commitment to best practices in service management, enhancing customer trust. The standard assists in meeting legal and regulatory requirements related to IT service management. Also, it provides a framework for ongoing evaluation and enhancement of service management processes. ComplianceHelp Consulting LLC is the USA’s most reliable ISO consultancy firm that offers beneficial services for achieving certifications.