DS/ISO/IEC TR 90006:2013

Information technology - Guidelines for the application of ISO 9001:2008 to IT service management and its integration with ISO/IEC 20000-1:2011

This Technical Report provides guidelines for the application of ISO 9001:2008 to service management*for IT services. Examples provided in the guidelines are for service management of IT services.*Because ISO/IEC 20000.1 and ISO 9001 can be applied not only to IT services but to all services, they*do not use terminology referring to IT services. Throughout this Technical Report, the terminology*of ISO/IEC 20000.1 is used without reference to IT, i.e. service, service management and service*provider. The guidelines in this Technical Report can also be useful to support a QMS, SMS or integrated*management system for other non-IT services.*Additionally, this Technical Report provides guidelines for the alignment and integration of a QMS*and SMS in organizations where services are being delivered to internal or external customers. The*guidelines about integration provided in Annex C can be applicable to a scope including IT services and*other non-IT services as required.*This Technical Report provides a comparison of the requirements of ISO 9001:2008 and*ISO/IEC 20000.1:2011. It highlights those areas where there is the greatest similarity between the two*management systems, and where there are differences between the two.*This Technical Report cites and explains the requirements of ISO 9001:2008 in its application to service*management and its integration with ISO/IEC 20000.1:2011, 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 criteria for conformity*assessments or audits.*This Technical Report can apply to organizations of all sizes, sectors, and types with different*organizational forms or business models.*This Technical Report can be used by:*a) auditors and assessors looking for guidelines on audits for ISO 9001:2008 with a scope that includes*services and service management;*b) auditors and assessors looking for guidelines on integrated audits for ISO 9001:2008 and*ISO/IEC 20000.1:2011 with a scope that includes services and service management;*c) organizations implementing a QMS with a scope that includes services and service management;*d) organizations implementing an integrated management system using the requirements of*ISO 9001:2008 and ISO/IEC 20000.1:2011.*This Technical Report does not describe the requirements of ISO 9001 or ISO/IEC 20000.1*comprehensively. This Technical Report is intended for use by persons with knowledge of both*ISO 9001:2008 and ISO/IEC 20000.1:2011. Text that has been quoted from ISO 9001:2008 is enclosed*in a box. Text from ISO 9000:2005 and ISO/IEC 20000.1:2011 is not reproduced extensively. Additional*guidance is listed in the bibliography.*Clause 5 of this Technical Report provides an introduction to ISO 9001 and ISO/IEC 20000.1, an overview*of their similarities and differences and how they can be used together or separately.*TECHNICAL REPORT ISO/IEC TR 90006:2013(E)*c ISO/IEC 2013 . All rights reserved 1*PROOF/EPREUVE*ISO/IEC TR 90006:2013(E)*Clause 6 of this Technical Report includes all of the clauses of ISO 9001:2008 with details of related*clauses from ISO/IEC 20000.1:2011 and provides guidelines for the application of ISO 9001:2008 to*service management.*For ease of use, Clause 6 of this Technical Report is numbered in the sequence of ISO 9001:2008. For example:*a) Clause 6.3 of this Technical Report relates to Clause 3 in ISO 9001:2008;*b) Clause 6.4.1 of this Technical Report relates to Clause 4.1 in ISO 9001:2008;*c) Clause 6.4.2.2 of this Technical Report relates to Clause 4.2.2 in ISO 9001:2008.*Clause 7 of this Technical Report provides information about the clauses in ISO/IEC 20000.1:2011 that*do not have corresponding requirements in ISO 9001:2008.*Annexes A and B of this Technical Report provide detailed tables showing a comparison between the*requirements of ISO 9001:2008 and ISO/IEC 20000.1:2011.*Annex C of this Technical Report provides guidelines on the integration of a QMS and an SMS.*