ISO 20000
International standard for service management systems
APRA CPS 234
Australian prudential standard for information security resilience.
Quick Verdict
ISO 20000 provides voluntary certification for global service management excellence, while APRA CPS 234 mandates information security resilience for Australian financial entities. Organizations adopt ISO 20000 for market trust; CPS 234 ensures regulatory compliance and cyber defense.
ISO 20000
ISO/IEC 20000-1:2018 Service management system requirements
Key Features
- Annex SL alignment enabling integrated management systems
- Clause 8 structured service lifecycle domains
- Top management leadership accountability requirements
- Risk-opportunity based planning with objectives
- PDCA continual improvement and audits
APRA CPS 234
APRA Prudential Standard CPS 234 Information Security
Key Features
- Board ultimate responsibility for information security
- 72-hour APRA notification for material incidents
- Third-party information asset coverage and assessment
- Systematic risk-based control testing program
- Internal audit assurance of controls effectiveness
Detailed Analysis
A comprehensive look at the specific requirements, scope, and impact of each standard.
ISO 20000 Details
What It Is
ISO/IEC 20000-1:2018 is the certifiable international standard for service management systems (SMS). It specifies requirements to establish, implement, maintain, and improve an SMS covering the full service lifecycle. Adopting Annex SL High-Level Structure (HLS), it uses a risk-based, PDCA (Plan-Do-Check-Act) approach aligned with other ISO standards.
Key Components
- Clauses 4-10: context, leadership, planning, support, operation, performance evaluation, improvement.
- Clause 8 operational domains: service portfolio, relationships, supply/demand, design/transition, resolution, assurance.
- Core processes: incident/problem management, change/release, configuration, availability/continuity, security.
- Certifiable via accredited bodies with Stage 1/2 audits, surveillance, recertification.
Why Organizations Use It
- Builds trust, reduces risks, improves service reliability (e.g., 50% certificate growth).
- Enables market differentiation, customer retention, supplier governance.
- Integrates with ISO 9001, ISO 27001 for unified systems.
- Drives efficiency: 69% report trust gains, 59% service improvements.
Implementation Overview
- Phased: gap analysis, design, deploy, audit, certify (12-18 months typical).
- Applies to all sizes/industries delivering services (IT, cloud, BPO).
- Requires leadership commitment, training, tools, internal audits.
APRA CPS 234 Details
What It Is
APRA Prudential Standard CPS 234 (Information Security) is a binding prudential regulation for Australian financial institutions regulated by APRA. Effective 1 July 2019, it requires resilience against information security incidents via a risk-based, assurance-driven model focused on governance, controls, and third-party oversight.
Key Components
- Board ultimate responsibility (para 13)
- Asset classification by criticality/sensitivity (para 20)
- Commensurate controls across asset lifecycle (para 21)
- Systematic testing and internal audit assurance (paras 27-34)
- Incident response plans with annual testing (paras 23-26)
- Principle-based; no fixed control count, embeds third-party requirements
Why Organizations Use It
- Mandatory for APRA-regulated entities (banks, insurers, super funds)
- Minimizes incident impact on confidentiality/integrity/availability
- Ensures operational continuity, prudential outcomes
- Builds board oversight, stakeholder trust; avoids penalties
Implementation Overview
Phased: gap analysis, policy framework, asset inventory, controls/testing, third-party assessments. Applies to all sizes in APRA sectors; no certification but requires internal audit, APRA notifications (72 hours incidents).
Key Differences
| Aspect | ISO 20000 | APRA CPS 234 |
|---|---|---|
| Scope | Service management systems (SMS) lifecycle | Information security and cyber resilience |
| Industry | All industries worldwide, service providers | Australian financial services only |
| Nature | Voluntary certifiable management standard | Mandatory prudential regulation |
| Testing | Internal audits, management reviews, PDCA | Systematic independent control testing |
| Penalties | Loss of certification, no legal penalties | Regulatory sanctions, supervisory actions |
Scope
Industry
Nature
Testing
Penalties
Frequently Asked Questions
Common questions about ISO 20000 and APRA CPS 234
ISO 20000 FAQ
APRA CPS 234 FAQ
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