12. Service Management System (SMS)

One of the key differences between ITIL® and ISO/IEC 20000 is the requirement to define a Management System. For quality, ISO 9001 required a Quality Management System (QMS); for services, ISO/IEC 20000 requires a Service Management System (SMS). It is possible to integrate the two standards to form a Quality and Service Management System (QSMS).

Note :

Similarly, we can integrate ISO/IEC 27001 requirements relating to information security, cybersecurity and privacy protection.

Service management system: the organization must establish, implement, maintain and continuously improve an SMS, including the necessary processes and their interactions, in accordance with the requirements of the standard (ISO/IEC 20000, § 4.4).

The service...

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Service Management System (SMS)