scope:

This Technical Report provides guidelines for the application of ISO 9001 to IT service management. Additionally, it provides guidelines for the alignment and integration of the quality management and service management systems in organizations where IT services are being delivered to internal or external customers. It maps the relationship between ISO 9001 and ISO/IEC 20000-1. It highlights those areas where there is the greatest link between the two management systems, and where there are differences or gaps between the two. This Technical Report cites and explains the requirements of ISO 9001 in its application to IT service management and its integration with ISO/IEC 20000-1, but does not add to or otherwise change the requirements of ISO 9001 or ISO/IEC 20000-1. The guidelines provided in this Technical Report are not intended to be used as assessment criteria in quality or service management system registration or certification. This Technical Report applies to organizations of all sizes, sectors, and types with different organizational forms or business models. This Technical Report can be used by: a) organizations where the scope of the service management system (SMS) cannot meet the requirements of ISO/IEC 20000-1 (e.g. they do not operate all processes) and wish instead to demonstrate conformance for IT service management through ISO 9001; b) organizations who wish to demonstrate conformity for a scope including IT service management and other areas using only one standard; c) organizations wishing to achieve conformance to both ISO 9001 and ISO/IEC 20000-1 using an integrated management system. This Technical Report does not cover the requirements of each standard comprehensively. This document is intended for use by persons with knowledge of both of the standards, ISO 9001 and ISO/IEC 20000-1. Other guidance is available for each standard which is listed in the bibliography. NOTE: This Technical Report can be used by auditors and assessors to find useful information for single and integrated audits.