Iso 20000 Vs Iso 9001 Documentation: 5 Key Differences

By Author: Jennifer Midland
Total Articles: 148
Comment this article

ISO 20000 and ISO 9001 are international standards with distinct scopes. ISO 20000 focuses on IT service management, whereas ISO 9001 covers quality management in any industry. Understanding how ISO 20000 documentation differs from ISO 9001 documentation is essential for IT service professionals, compliance managers, and other stakeholders. Each standard’s documentation reflects its own objectives and context. The following sections outline five key differences in documentation, focusing on structure, purpose, document types, process scope, and stakeholder focus.

Documentation Structure

The structure of required documentation differs between ISO 9001 and ISO 20000. ISO 9001 documentation traditionally centers on a Quality Management System (QMS) framework, often using a hierarchy of quality policy, manuals, procedures, and records. However, the 2015 revision of ISO 9001 allows flexibility, requiring documented information for policies and processes without mandating a formal quality manual.

In contrast, ISO 20000 documentation - https://www.certificationconsultancy.com/itsms-20000-certification-documents-manual.htm/ ...
... is organized around an IT Service Management System (SMS).
Organizations often compile a service management manual or scope document aligned with ISO 20000’s clauses (context, leadership, planning, service delivery, etc.). This SMS-based structure explicitly incorporates IT service elements – such as Service Level Agreements and service catalogs – into the documentation hierarchy.

Documentation Purpose

The purpose of documentation under each standard also varies. ISO 9001 documentation - https://www.globalmanagergroup.com/Products/qms-certification-manual-procedures-documents.htm/ is intended to ensure consistency and quality of products and services. Its documents (policy statements, quality objectives, process procedures) provide evidence that customer and regulatory requirements are met and that processes are controlled for improvement.

In ISO 20000, documentation is aimed at ensuring reliable IT service delivery aligned with business needs. ISO 20000 documentation often details how IT services meet agreed service levels. For example, service continuity plans and performance reports show how IT services remain available and effective. Overall, while both standards promote continual improvement, ISO 9001 documentation focuses on quality assurance processes and outcomes, whereas ISO 20000 documentation focuses on tracking and improving IT service performance.

Document Types

Each standard mandates different types of documents and records:

• ISO 9001: Documentation typically includes a quality policy, documented quality objectives, and descriptions of key processes. Records such as internal audit reports, training records, and corrective-action reports are maintained to show compliance. Organizations often use a Quality Manual (optional in ISO 9001:2015) to outline the scope of the quality management system and reference key procedures.

• ISO 20000: Documentation is specific to IT service management. It includes a Service Management System (SMS) manual or service management plan, a Service Catalog, and Service Level Agreements (SLAs). Additional required documents include ITSM policies (such as security policy, change management policy, and service continuity plans) and operational procedures for incident, problem, and change management. ISO 20000 also requires records of IT service performance, for example incident logs and service availability reports.

These examples show that ISO 9001 documentation emphasizes general quality controls and records, whereas ISO 20000 documentation includes specialized IT service management documents.

Process Scope and Coverage

The scope of processes covered in documentation differs significantly between the two standards. ISO 9001 applies to any organizational process affecting product or service quality, from design and production to customer service and procurement. Its documentation can encompass a wide variety of operational areas across the entire company (as long as they impact quality).

ISO 20000, by contrast, applies exclusively to IT service management processes. Its documentation covers the service lifecycle – from planning and delivering IT services to monitoring and improving them. In practice, an organization might maintain separate documentation sets: one under ISO 9001 for general quality processes and another under ISO 20000 for IT-specific processes. Because of this narrower focus, ISO 20000 documentation often drills down into technical service workflows, whereas ISO 9001 documentation remains at a higher level covering broad quality processes.

Stakeholder Focus

Finally, the stakeholder emphasis of documentation differs between the two standards. ISO 9001 documentation is primarily focused on meeting customer and regulatory requirements. It records how the organization satisfies contractual customer expectations and maintains compliance with industry or legal standards. Stakeholders like suppliers may also be addressed in ISO 9001 documentation, but generally in the context of ensuring product or service quality.

ISO 20000 documentation, in contrast, is tailored to IT service stakeholders. These include service consumers (business units and end users), IT service managers, and often third-party IT providers. ISO 20000 documents often contain Service Level Agreements and continual service improvement plans that directly reflect commitments to these stakeholders. In sum, ISO 20000 documentation emphasizes aligning IT services with the needs of service users, whereas ISO 9001 documentation emphasizes overall customer satisfaction and regulatory compliance across products and services.