What is the primary objective of **ISO 20000**?

**The primary objective of ISO/IEC 20000-1:2018 is to specify requirements for establishing, implementing, maintaining, and continually improving a service management system (SMS).** This ensures organizations deliver services across their lifecycle—planning, design, transition, delivery, and improvement—meeting agreed requirements through **Plan-Do-Check-Act (PDCA)**, with Clauses 4-10 covering context, leadership, planning, support, operation, performance evaluation, and improvement.

Who is legally or professionally required to comply with **ISO 20000**?

**No organizations are legally required to comply with ISO 20000, as it is a voluntary international standard.** Professionally, it applies to any service provider—**ITSM teams, managed service providers, cloud operators, or enterprises**—seeking certification to demonstrate reliable service delivery, with broad applicability across industries and sizes via its generic requirements.

Does **ISO 20000** require an external audit or third-party certification?

**ISO 20000 requires third-party certification through accredited bodies for formal conformity claims.** This involves **Stage 1 (readiness review)** and **Stage 2 (evidence audit)**, followed by annual surveillance audits and recertification every three years, verifying SMS effectiveness per Clauses 4-10.

How often should an assessment for **ISO 20000** be performed?

**Internal assessments for ISO 20000 must be performed at planned intervals via mandatory internal audits (Clause 9.2).** Management reviews occur as needed (Clause 9.3), with external surveillance audits annually and full recertification every three years post-initial certification.

What are the consequences of non-compliance with **ISO 20000**?

**Non-compliance with ISO 20000 results in certification denial, suspension, or withdrawal by accredited bodies.** Operationally, it risks service failures, unmet SLAs, increased incidents, and lost market trust, with no direct legal penalties as it is voluntary, though it may impact contracts requiring certification.

Can **ISO 20000** be mapped to other international frameworks?

**Yes, ISO/IEC 20000-1:2018's Annex SL high-level structure enables seamless mapping to other management system standards.** Its Clauses 4-10 align with shared elements like context, leadership, and PDCA, supporting integrated systems while remaining standalone.

What is the first step to begin implementing **ISO 20000**?

**The first step to implement ISO 20000 is determining the context of the organization and SMS scope (Clause 4).** This includes identifying internal/external issues, interested parties, and boundaries, followed by leadership commitment (Clause 5) and a gap analysis against requirements.

What is the primary objective of **AS9120B**?

**AS9120B's primary objective is to establish a quality management system (QMS) for organizations that procure, store, split, and resell aerospace parts without altering product characteristics.** Built on ISO 9001:2015's 10-clause structure, it adds over 100 aerospace-specific requirements addressing distribution risks like loss of traceability, counterfeit/suspected unapproved parts, documentation errors, and external provider controls to ensure chain-of-custody integrity.

Who is legally or professionally required to comply with **AS9120B**?

**AS9120B applies to stockist distributors, pass-through distributors, and organizations performing batch splitting in aviation, space, and defense supply chains.** It targets entities procuring, storing, and reselling parts without modification; certification is not legally mandatory but is a commercial requirement imposed by OEMs and primes for supplier approval and OASIS listing, with ~2,442 global certifications as of 2023.

Does **AS9120B** require an external audit or third-party certification?

**AS9120B requires third-party certification through accredited registrars via Stage 1 (documentation) and Stage 2 (implementation) audits per IAQG rules.** Organizations must demonstrate conformity via internal audits, management reviews, and evidence of processes like traceability and counterfeit prevention, leading to OASIS registration for market visibility.

How often should an assessment for **AS9120B** be performed?

**AS9120B requires internal audits at planned intervals to cover all QMS processes and requirements annually.** Additionally, management reviews occur at planned intervals (typically quarterly), with surveillance audits by certification bodies annually and recertification every three years to verify ongoing effectiveness.

What are the consequences of non-compliance with **AS9120B**?

**Non-compliance with AS9120B risks exclusion from OEM supply chains, loss of OASIS listing, and contract disqualification.** It can lead to audit nonconformities, major findings in traceability or counterfeit controls, operational disruptions like recalls, reputational damage, and commercial penalties from primes requiring certification.

An **AS9120B** be mapped to other international frameworks?

**AS9120B aligns directly with ISO 9001:2015's high-level structure, enabling seamless mapping of its 10 clauses.** It shares the Plan-Do-Check-Act model, risk-based thinking, and process approach, allowing organizations with ISO 9001 systems to augment with AS9120B's ~100 distributor-specific additions like counterfeit prevention and split-lot traceability.

What is the first step to begin implementing **AS9120B**?

**The first step is conducting a formal gap analysis against AS9120B clauses using a cross-functional team to map current processes.** This identifies high-risk gaps in areas like supplier controls, traceability, and scope (Clause 4.3), producing a prioritized backlog, risk register, and QMS scope with justified "not applicable" determinations (e.g., Clause 8.3 design).

ISO 20000 vs AS9120B

Standards Comparison

ISO 20000

Voluntary

2018

International standard for service management systems

AS9120B

Mandatory

2016

Aerospace QMS standard for distributors of unaltered parts.

Quick Verdict

ISO 20000 certifies service management for IT/service providers, ensuring reliable delivery via PDCA. AS9120B mandates QMS for aerospace distributors, focusing on traceability and counterfeit prevention. Organizations adopt them for certification, market access, risk reduction, and supply chain trust.

IT Service Management

ISO 20000

ISO/IEC 20000-1:2018 Service management system requirements

Cost

€€€€

Complexity

High

Implementation Time

12-18 months

Key Features

Adopts Annex SL for ISO standards integration
End-to-end service lifecycle operational processes
Mandates top management leadership accountability
Risk-based planning with PDCA improvement
Certifiable SMS enabling flexible methodologies

Quality Management

AS9120B

AS9120B Quality Management Systems for Distributors

Cost

€€€€

Complexity

High

Implementation Time

6-12 months

Key Features

Traceability and chain-of-custody controls for split lots
Counterfeit and suspected unapproved parts prevention
Risk-based external provider evaluation and controls
Configuration management via sales order identifiers
Product preservation and shelf-life management

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 international certifiable standard for service management systems (SMS). It defines requirements to plan, implement, operate, monitor, and improve services across their lifecycle, from portfolio to assurance. Uses Annex SL high-level structure and PDCA for risk-based, flexible approaches supporting ITIL, DevOps.

Key Components

Clauses 4-10 cover context, leadership, planning, support, operation, performance evaluation, improvement.
Clause 8 details: service portfolio, relationships/agreements, supply/demand, design/transition, resolution/fulfilment, assurance.
Core processes include incident/problem, change/release, configuration/asset, availability/continuity, security management.
Certification via accredited bodies with Stage 1/2 audits, surveillance, recertification.

Why Organizations Use It

Builds trust via verifiable reliability; 50% certificate growth signals demand.
Integrates with ISO 9001/27001; reduces risks (69% report lower business risks).
Drives efficiency, customer satisfaction, market differentiation for service providers.
Voluntary yet enables procurement, regulatory alignment.

Implementation Overview

Phased: gap analysis, SMS design, deployment, audits (12-18 months typical).
Suits all sizes/industries delivering IT/business services.
Needs leadership commitment, documented info, training, internal audits.

AS9120B Details

What It Is

AS9120B is the IAQG quality management system standard for aviation, space, and defense distributors. It augments ISO 9001:2015's high-level structure with over 100 aerospace-specific requirements. Primary purpose: ensure traceability, prevent counterfeits, and maintain product conformity during procurement, storage, splitting, and resale without altering characteristics. Adopts risk-based thinking and PDCA approach.

Key Components

Core clauses 4-10 covering context, leadership, planning, support, operations, evaluation, improvement.
Distributor emphases: traceability, counterfeit prevention, external provider controls, configuration management, preservation.
Built on ISO 9001:2015; requires documented information, not full manual.
Certification via accredited bodies, OASIS listing.

Why Organizations Use It

Commercial necessity for OEM supply chains.
Mitigates risks like traceability loss, counterfeits.
Builds customer trust, market access (2,442 global certifications).
Enhances efficiency, reduces nonconformities.

Implementation Overview

Phased: gap analysis, process design, training, audits (6-12 months).
Cross-functional teams; focuses distributors globally.
Internal audits, management review; Stage 1/2 certification audits.

Key Differences

Aspect	ISO 20000	AS9120B
Scope	Service management systems (SMS) lifecycle	Aerospace parts distribution quality management
Industry	All service providers, IT-focused, global	Aerospace distributors, aviation/space/defense
Nature	Voluntary certifiable management standard	Voluntary certifiable QMS standard (ISO 9001-based)
Testing	Internal audits, management reviews, certification	Internal audits, traceability checks, certification
Penalties	Loss of certification, market trust erosion	Loss of certification, supply chain exclusion

Scope

ISO 20000

Service management systems (SMS) lifecycle

AS9120B

Aerospace parts distribution quality management

Industry

ISO 20000

All service providers, IT-focused, global

AS9120B

Aerospace distributors, aviation/space/defense

Nature

ISO 20000

Voluntary certifiable management standard

AS9120B

Voluntary certifiable QMS standard (ISO 9001-based)

Testing

ISO 20000

Internal audits, management reviews, certification

AS9120B

Internal audits, traceability checks, certification

Penalties

ISO 20000

Loss of certification, market trust erosion

AS9120B

Loss of certification, supply chain exclusion

Frequently Asked Questions

Common questions about ISO 20000 and AS9120B

ISO 20000 FAQ

AS9120B FAQ

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ISO 20000

AS9120B

Quick Verdict

ISO 20000

Key Features

AS9120B

Key Features

Detailed Analysis

ISO 20000 Details

What It Is

Key Components

Why Organizations Use It

Implementation Overview

AS9120B Details

What It Is

Key Components

Why Organizations Use It

Implementation Overview

Key Differences

Scope

Industry

Nature

Testing

Penalties

Frequently Asked Questions

ISO 20000 FAQ

What is the primary objective of ISO 20000?

Who is legally or professionally required to comply with ISO 20000?

Does ISO 20000 require an external audit or third-party certification?

How often should an assessment for ISO 20000 be performed?

What are the consequences of non-compliance with ISO 20000?

Can ISO 20000 be mapped to other international frameworks?

What is the first step to begin implementing ISO 20000?

AS9120B FAQ

What is the primary objective of AS9120B?

Who is legally or professionally required to comply with AS9120B?

Does AS9120B require an external audit or third-party certification?

How often should an assessment for AS9120B be performed?

What are the consequences of non-compliance with AS9120B?

An AS9120B be mapped to other international frameworks?

What is the first step to begin implementing AS9120B?

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SOC 2 Trust Services Criteria in Plain English: Side-by-Side Decoder for Security, Availability, and Beyond

The Panoramic View: How Integrated Compliance Monitoring Creates Unprecedented Organizational Visibility and Adaptability

The Reasons Why NIS2 is Fundamental for Cyber Resilience in Europe

Run Maturity Assessments with GRADUM

Check out these other Gradum.io Standards Comparison Pages

LGPD vs ISO 27018

AEO vs COPPA

ISO 19600 vs ISO 27701