{"id":8716,"date":"2019-05-09T15:09:08","date_gmt":"2019-05-09T15:09:08","guid":{"rendered":"https:\/\/multiacademstg.wpengine.com\/20000academy\/?p=8716"},"modified":"2024-12-12T13:33:35","modified_gmt":"2024-12-12T13:33:35","slug":"iso-20000-version-2018-vs-2011-main-changes-infographic","status":"publish","type":"post","link":"https:\/\/staging.advisera.com\/20000academy\/blog\/2019\/05\/09\/iso-20000-version-2018-vs-2011-main-changes-infographic\/","title":{"rendered":"Infographic: ISO 20000:2011 vs. ISO 20000:2018 revision &#8211; What has changed"},"content":{"rendered":"<p>A lot of companies that have implemented <a href=\"https:\/\/staging.advisera.com\/20000academy\/what-is-iso-20000\/\" target=\"_blank\" rel=\"noopener noreferrer\">ISO 20000<\/a> are worried about the new changes to this standard. But, at the same time, a lot of people were waiting for a new version, because it was the last ISO standard to be aligned with Annex SL (the same structure that all ISO standards are now based on: <a href=\"https:\/\/staging.advisera.com\/9001academy\/what-is-iso-9001\/\" target=\"_blank\" rel=\"noopener noreferrer\">ISO 9001<\/a>, <a href=\"https:\/\/staging.advisera.com\/14001academy\/what-is-iso-14001\/\" target=\"_blank\" rel=\"noopener noreferrer\">ISO 14001<\/a>, <a href=\"https:\/\/staging.advisera.com\/27001academy\/what-is-iso-27001\/\" target=\"_blank\" rel=\"noopener noreferrer\">ISO 27001<\/a>, <a href=\"https:\/\/staging.advisera.com\/27001academy\/what-is-iso-22301\/\" target=\"_blank\" rel=\"noopener noreferrer\">ISO 22301<\/a>, etc.). The ISO 20000:2011 standard will be withdrawn in September 2021, so basically you have only two years to adapt. In this article, you\u2019ll find an infographic with the main changes and differences between ISO 20000:2011 and ISO 20000:2018.<\/p>\n<p>Important: ISO 20000 really is composed of various parts, but this article is only about part 1 of the ISO 20000-1:2018 standard, which defines the requirements for a service management system.<\/p>\n<p style=\"padding-top: 10px;padding-bottom: 10px\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-8721\" src=\"\/wp-content\/uploads\/\/sites\/6\/2019\/05\/Infographic.png\" alt=\"ISO 20000 version 2018 vs. 2011: Main changes [Infographic]\" width=\"800\" height=\"4329\" srcset=\"\/wp-content\/uploads\/sites\/6\/2019\/05\/Infographic.png 800w, \/wp-content\/uploads\/sites\/6\/2019\/05\/Infographic-768x4156.png 768w, \/wp-content\/uploads\/sites\/6\/2019\/05\/Infographic-189x1024.png 189w, \/wp-content\/uploads\/sites\/6\/2019\/05\/Infographic-284x1536.png 284w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n<p>By the way, other parts of this standard are ISO 20000-2, ISO 20000-3, etc. For more information about all parts of this standard, visit the official site of the <a href=\"https:\/\/www.iso.org\/standard\/70636.html\" target=\"_blank\" rel=\"noopener noreferrer\">ISO<\/a>.<\/p>\n<h2>Changes regarding the processes<\/h2>\n<p>Basically, in ISO 20000:2011, there are four sections where you can see all the processes:<\/p>\n<ul>\n<li style=\"list-style-type: none\">6 Service delivery processes<\/li>\n<li style=\"list-style-type: none\">7 Relationship processes<\/li>\n<li style=\"list-style-type: none\">8 Resolution processes<\/li>\n<li style=\"list-style-type: none\">9 Control processes<\/li>\n<\/ul>\n<p>While in ISO 20000:2018, all the processes are included in the same section: \u201c8 Operation.\u201d<br \/>\n<div id=\"middle-banner\" class=\"banner-shortcode\"><\/div><script>loadMiddleBanner();<\/script><br \/>\n<div id=\"side-banner-trigger\" class=\"banner-shortcode\"><\/div><\/p>\n<h2>Six new specific groups for the processes in ISO 20000:2018<\/h2>\n<p>As I have mentioned previously, in the ISO 20000:2018 revision, all processes are included in the same section: \u201c8 Operation,\u201d and this section has six groups:<\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li style=\"list-style-type: none\"><strong>8.1 Operational planning and control<\/strong><\/li>\n<li style=\"list-style-type: none\"><strong>8.2 Service portfolio<\/strong>\n<ul>\n<li style=\"list-style-type: none;padding-top: 5px\">8.2.1 Service delivery<\/li>\n<li style=\"list-style-type: none\">8.2.2 Plan the services<\/li>\n<li style=\"list-style-type: none\">8.2.3 Control of parties involved in the service lifecycle<\/li>\n<li style=\"list-style-type: none\">8.2.4 Service catalogue management<\/li>\n<li style=\"list-style-type: none\">8.2.5 Asset management<\/li>\n<li style=\"list-style-type: none\">8.2.6 Configuration management<\/li>\n<\/ul>\n<\/li>\n<li style=\"list-style-type: none\"><strong>8.3 Relationship and agreement<\/strong>\n<ul>\n<li style=\"list-style-type: none;padding-top: 5px\">8.3.1 General<\/li>\n<li style=\"list-style-type: none\">8.3.2 Business relationship management<\/li>\n<li style=\"list-style-type: none\">8.3.3 Service level management<\/li>\n<li style=\"list-style-type: none\">8.3.4 Supplier management<\/li>\n<\/ul>\n<\/li>\n<li style=\"list-style-type: none\"><strong>8.4 Supply and demand<\/strong>\n<ul>\n<li style=\"list-style-type: none;padding-top: 5px\">8.4.1 Budgeting and accounting for services<\/li>\n<li style=\"list-style-type: none\">8.4.2 Demand management<\/li>\n<li style=\"list-style-type: none\">8.4.3 Capacity management<\/li>\n<\/ul>\n<\/li>\n<li style=\"list-style-type: none\"><strong>8.5 Service design, build and transition<\/strong>\n<ul>\n<li style=\"list-style-type: none;padding-top: 5px\">8.5.1 Change management<\/li>\n<li style=\"list-style-type: none\">8.5.2 Service design and transition<\/li>\n<li style=\"list-style-type: none\">8.5.3 Release and deployment management<\/li>\n<\/ul>\n<\/li>\n<li style=\"list-style-type: none\"><strong>8.6 Resolution and fulfillment<\/strong>\n<ul>\n<li style=\"list-style-type: none;padding-top: 5px\">8.6.1 Incident management<\/li>\n<li style=\"list-style-type: none\">8.6.2 Service request management<\/li>\n<li style=\"list-style-type: none\">8.6.3 Problem management<\/li>\n<\/ul>\n<\/li>\n<li style=\"list-style-type: none\"><strong>8.7 Service assurance<\/strong>\n<ul>\n<li style=\"list-style-type: none;padding-top: 5px\">8.7.1 Service availability management<\/li>\n<li style=\"list-style-type: none\">8.7.2 Service continuity management<\/li>\n<li style=\"list-style-type: none\">8.7.3 Information security management<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h2>Main differences<\/h2>\n<p>Regarding the content of each version of ISO 20000, there are also a lot of changes, and the most relevant, from my point of view, are the following:<\/p>\n<ul>\n<li>The Plan-Do-Check-Act cycle is not referenced in the ISO 20000:2018 revision, although you can continue using this model, but considering that it is not a unique one for the continual improvement (for example, <a href=\"https:\/\/staging.advisera.com\/20000academy\/what-is-itil\/\" target=\"_blank\" rel=\"noopener noreferrer\">ITIL<\/a> has its own, and, by the way, ITIL will also publish its new version 4 during 2019).<\/li>\n<li>Preventive actions have been withdrawn.<\/li>\n<li>The CMDB, which is a very important point in the ISO 20000:2011 revision, is not used in the new ISO 20000:2018.<\/li>\n<li>In the new ISO 20000:2018, processes about continuity management and availability management are independent. The same goes for the incident management and the service request (in the ISO 20000:2011, these processes are merged).<\/li>\n<li>In the new ISO 20000, the number of mandatory documents is reduced. By the way, a \u201cmandatory document\u201d means that a document with information is needed. For example, in the ISO 20000-1 standard, a mandatory document is the <a href=\"https:\/\/staging.advisera.com\/20000academy\/iso-20000-documentation-toolkit\/?rel=sms-related-documents&#038;doc=service-management-system-scope\" target=\"_blank\" rel=\"noopener\">SMS scope<\/a>, which means that we need a document with information about the <a href=\"https:\/\/staging.advisera.com\/20000academy\/iso-20000-documentation-toolkit\/?rel=sms-related-documents&#038;doc=service-management-system-scope\" target=\"_blank\" rel=\"noopener\">SMS scope<\/a>.<\/li>\n<li>The process about service reports is modified completely: In the new ISO 20000:2018, it is not a process, but it is a point in the section \u201c9 Evaluation,\u201d and doesn\u2019t define the information that needs to be included in the reports.<\/li>\n<li>The concept of the service catalogue now is included as an independent point in a new section called \u201c8.2 Service portfolio,\u201d including other points related to the portfolio concept.<\/li>\n<li>The section about \u201c<a href=\"https:\/\/staging.advisera.com\/20000academy\/iso-20000-documentation-toolkit\/?rel=service-design-build-and-transition-processes&#038;doc=service-design-package\" target=\"_blank\" rel=\"noopener\">Design and development of new or changed services<\/a>\u201d now is redefined, and includes a point for the change management, for the transition and design services and the delivery management.<\/li>\n<li>The new concept of \u201casset\u201d is included, which basically is an element, thing, or entity that has value for the organization.<\/li>\n<li>ISO 20000:2011 has the section \u201c4.2 Governance of processes operated by other parties,\u201d while ISO 20000:2018 has the section \u201c8.2.3 Control of parties involved in the service lifecycle.\u201d<\/li>\n<\/ul>\n<h2>Positive changes in your organization<\/h2>\n<p>Finally, for people working with ISO standards, the new ISO 20000:2018 is easier to understand, and also is easier to integrate with other ISO standards. Furthermore, you can decide to work with the PDCA, or not, but anyway, you can have a reduced number of documents for the same thing: managing your services.<\/p>\n<p>For sure, the new ISO 20000 is not a unique option for the management of services, but it can give you useful tools in the form of processes to improve the quality of your services, obtaining the best customer satisfaction.<\/p>\n<p><em>To implement ISO 20000 easily and efficiently, use our<\/em> <a href=\"https:\/\/staging.advisera.com\/20000academy\/iso-20000-documentation-toolkit\/\" target=\"_blank\" rel=\"noopener\">ISO 20000 Documentation Toolkit<\/a> <em>that provides step-by-step guidance for full ISO 20000 compliance.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>A lot of companies that have implemented ISO 20000 are worried about the new changes to this standard. But, at the same time, a lot of people were waiting for a new version, because it was the last ISO standard to be aligned with Annex SL (the same structure that all ISO standards are now &#8230;<\/p>\n","protected":false},"author":35,"featured_media":8717,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[623,621,620,344,622,553,624],"class_list":["post-8716","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-infographic","tag-iso-200002011","tag-iso-200002018","tag-itil","tag-pdca","tag-processes","tag-revision"],"acf":[],"_links":{"self":[{"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/posts\/8716","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/users\/35"}],"replies":[{"embeddable":true,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/comments?post=8716"}],"version-history":[{"count":1,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/posts\/8716\/revisions"}],"predecessor-version":[{"id":17920,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/posts\/8716\/revisions\/17920"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/media\/8717"}],"wp:attachment":[{"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/media?parent=8716"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/categories?post=8716"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/tags?post=8716"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}