ISO 20000
International standard for service management systems
ISO 27701
International standard for privacy information management systems
Quick Verdict
ISO 20000 certifies service management for reliable delivery across industries, while ISO 27701 extends to privacy controls for PII handling. Organizations adopt them for auditable assurance, market trust, and integrated governance in service and data ecosystems.
ISO 20000
ISO/IEC 20000-1:2018 Service management system requirements
Key Features
- Annex SL structure for integrated management systems
- End-to-end service lifecycle operational requirements
- Leadership commitment and risk-based planning
- PDCA-driven continual improvement and audits
- Certifiable SMS with flexible ITIL/DevOps compatibility
ISO 27701
ISO/IEC 27701:2025 Privacy Information Management
Key Features
- Establishes Privacy Information Management System (PIMS)
- Controller-specific controls in Annex A
- Processor-specific controls in Annex B
- Integrates with ISO 27001 ISMS
- GDPR mappings and audit-ready evidence
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 certification standard for service management systems (SMS). It specifies auditable requirements to establish, implement, maintain, and improve SMS covering the full service lifecycle—from planning and design to delivery and continual improvement. Adopting Annex SL high-level structure, it uses a risk-based, PDCA (Plan-Do-Check-Act) approach aligned with modern management systems.
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/asset, supplier control, availability/continuity.
- Certifiable via accredited bodies with Stage 1/2 audits, surveillance, recertification.
Why Organizations Use It
- Builds trust via certified reliability; 50% certificate growth signals demand.
- Reduces risks (outages, suppliers); improves SLAs, efficiency (69% trust boost per BSI).
- Enables integration with ISO 9001/27001; market differentiation for service providers.
Implementation Overview
Phased: gap analysis, SMS design, process deployment, audits (12-18 months typical). Applies to all sizes/industries; requires leadership, training, tools like ITSM platforms.
ISO 27701 Details
What It Is
ISO/IEC 27701:2025 is the international standard defining requirements for a Privacy Information Management System (PIMS). It provides a framework for PII controllers and processors to manage privacy risks, extending ISO/IEC 27001 with privacy controls using a risk-based PDCA cycle.
Key Components
- Clauses 4–10: Context, leadership, planning, support, operation, evaluation, improvement, privacy-extended.
- **Annex A37 controls for controllers (e.g., consent, DSARs, retention).
- **Annex B24 controls for processors (e.g., contracts, sub-processors).
- Mappings to GDPR (Annex D), ISO 27002. Voluntary certification via 3-year audits with surveillance.
Why Organizations Use It
- Demonstrates GDPR/other law compliance.
- Integrates privacy into security governance.
- Mitigates risks, enhances trust, aids procurement.
- Builds competitive advantage via auditable evidence.
Implementation Overview
Phased: gap analysis, risk assessment, controls, internal audits. 6-12 months typical for ISMS-mature orgs. Suits all sizes/industries processing PII globally.
Key Differences
| Aspect | ISO 20000 | ISO 27701 |
|---|---|---|
| Scope | Service management systems (SMS) lifecycle | Privacy information management (PIMS) for PII |
| Industry | All service providers, IT and beyond, global | PII processors/controllers, all sectors, global |
| Nature | Voluntary certifiable management standard | Voluntary certifiable privacy extension standard |
| Testing | Stage 1/2 audits, surveillance, internal reviews | Stage 1/2 audits, surveillance, internal audits |
| Penalties | Loss of certification, no legal fines | Loss of certification, no direct fines |
Scope
Industry
Nature
Testing
Penalties
Frequently Asked Questions
Common questions about ISO 20000 and ISO 27701
ISO 20000 FAQ
ISO 27701 FAQ
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