ISO 20000
International standard for service management systems
WELL
Building certification for occupant health and well-being.
Quick Verdict
ISO 20000 certifies service management for reliable IT/business delivery, while WELL verifies building health via air, light, and wellness features. Companies adopt ISO 20000 for operational trust and WELL for occupant productivity and ESG differentiation.
ISO 20000
ISO/IEC 20000-1:2018 Service management system requirements
Key Features
- Annex SL structure enables ISO 9001, 27001 integration
- Clause 8 covers full service lifecycle processes
- Leadership commitment with risk-based PDCA improvement
- Certifiable SMS for verifiable service reliability
- Flexible implementation with ITIL, DevOps, Agile
WELL
WELL Building Standard v2
Key Features
- 10 core concepts covering air to community health
- Mandatory preconditions and point-based optimizations
- On-site performance verification testing required
- Tiered certifications Bronze through Platinum
- Continuous monitoring for ongoing compliance
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, it uses a risk-based, PDCA (Plan-Do-Check-Act) approach for governance and operations.
Key Components
- Clauses 4-10: context, leadership, planning, support, operation, evaluation, improvement.
- Clause 8 operational domains: portfolio, relationships, supply/demand, design/transition, resolution, assurance.
- Core processes: incident/problem, change/release, configuration/asset, availability/continuity, security.
- Certifiable via accredited audits with surveillance/recertification cycles.
Why Organizations Use It
- Builds trust, reduces risks, improves efficiency (e.g., 50% certificate growth).
- Enables market differentiation, customer confidence, regulatory alignment.
- Integrates with ISO 9001, 27001 for unified governance.
- Drives measurable SLA compliance, incident reduction.
Implementation Overview
- Phased: gap analysis, design, deploy, audit (12-18 months typical).
- Applies to all sizes/industries delivering services.
- Requires leadership, training, tools; external Stage 1/2 certification.
WELL Details
What It Is
WELL Building Standard (WELL v2) is a performance-based certification framework administered by the International WELL Building Institute (IWBI). It focuses on designing, operating, and verifying buildings to advance human health and well-being through evidence-based strategies. Its people-first approach emphasizes measurable indoor environmental quality and occupant outcomes via preconditions (mandatory) and optimizations (points-based).
Key Components
- **10 core conceptsAir, Water, Nourishment, Light, Movement, Thermal Comfort, Sound, Materials, Mind, Community (plus Innovation).
- 24 Preconditions and 102 Optimizations totaling ~110 points.
- Built on public health research and building science.
- Tiered certification: Bronze (40 points), Silver (50), Gold (60), Platinum (80) with concept minimums at higher levels.
Why Organizations Use It
- Enhances occupant health, productivity, and ESG reporting.
- Differentiates assets via verified performance (e.g., higher rents, retention).
- Complements LEED for holistic sustainability.
- Builds stakeholder trust through rigorous verification.
Implementation Overview
- Phased: gap analysis, scorecard, documentation, on-site verification, recertification (3 years).
- Applies to new/existing buildings across sectors.
- Requires third-party review and performance testing.
Key Differences
| Aspect | ISO 20000 | WELL |
|---|---|---|
| Scope | Service management systems (SMS) lifecycle processes | Building occupant health and well-being environments |
| Industry | All service providers, IT, cloud, BPO globally | Real estate, offices, healthcare, education worldwide |
| Nature | Voluntary certifiable management system standard | Voluntary performance-based building certification |
| Testing | Stage 1/2 audits, surveillance by certification bodies | On-site performance verification, air/water testing |
| Penalties | Loss of certification, no legal penalties | Certification denial, no legal penalties |
Scope
Industry
Nature
Testing
Penalties
Frequently Asked Questions
Common questions about ISO 20000 and WELL
ISO 20000 FAQ
WELL FAQ
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