{"id":148040,"date":"2023-05-04T15:56:07","date_gmt":"2023-05-04T18:56:07","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/itsm\/the-structure-of-iso-20000\/"},"modified":"2025-12-16T14:37:59","modified_gmt":"2025-12-16T17:37:59","slug":"the-structure-of-iso-20000","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/the-structure-of-iso-20000\/","title":{"rendered":"The structure of ISO 20000. Check out the 9 sections!"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">The approach adopted by<a href=\"https:\/\/itsmhouse.com\/iso-20000-why-should-you-adopt-it\/\"> ISO\/IEC 20000<\/a> is focused on process integration. Therefore, a company that wants to develop a Quality Management System must define its policies and objectives. In addition, it must determine its processes, as well as their sequence. Today, will get to know the structure of <a href=\"https:\/\/www.iso.org\/home.html\">ISO<\/a> 20000.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For the efficient planning of a process, this company needs to describe the tasks that will be part of it well.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In the basic structure, first of all, we notice that the interfaces and processes are not clear in terms of their relationships with other processes. That is, one reason for this is that these relationships depend on the application and peculiarity of each company.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And for you to better understand how all of this actually works, keep reading this article to the end!<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Navegue por t\u00f3picos de interesse:<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/the-structure-of-iso-20000\/#The_structure_is_composed_of_9_sections\" >The structure is composed of 9 sections:<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/the-structure-of-iso-20000\/#The_ISO_20000_standard_consists_of_two_parts\" >The ISO 20000 standard consists of two parts:<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"The_structure_is_composed_of_9_sections\"><\/span><span style=\"font-weight: 400;\">The structure is composed of 9 sections:<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Scope: describes the advantages, purposes, and scope of action of ISO\/IEC 20000;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Normative References: related documents;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Terms and Definitions: basic definitions and terminologies;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Management System: details the Responsibilities of the management, Documentation Management, Resource Management, Establishment of the QMS, and Governance of processes operated by other parties;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Service Design and Transition: to ensure that new or modified services meet agreed expectations, such as costs and service quality;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Service Delivery Processes: consider the Capacity Management, Continuity and Availability of service, Service Level Management, Service Reporting, Information Security Management, and Budgeting and Accounting for Services processes;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Relationship Methods: correspond to the Business Relationship Management and Supplier Management processes;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Resolution Practices: deals with the Incident and Service Request Management and Problem Management processes;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Control Processes: the Configuration Management and Change Management processes are addressed.<\/span><\/li>\n<\/ol>\n<h2><span class=\"ez-toc-section\" id=\"The_ISO_20000_standard_consists_of_two_parts\"><\/span><span style=\"font-weight: 400;\">The ISO 20000 standard consists of two parts:<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<ul>\n<li><span style=\"font-weight: 400;\">ISO\/IEC 20000-1: which deals with the Specification for IT Service Management;<\/span><\/li>\n<li><span style=\"font-weight: 400;\">ISO\/IEC 20000-2: a Code of Practice for IT Management.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">However, the basic structure is identical for both.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The approach adopted by ISO\/IEC 20000 is focused on process integration. Therefore, a company that wants to develop a Quality Management System must define its policies and objectives. In addition, it must determine its processes, as well as their sequence. Today, will get to know the structure of ISO 20000. For the efficient planning of [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":148041,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9435,9433],"tags":[9847,9618,9451,9848,9691,9849,9850,9851,9583],"class_list":["post-148040","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-iso-20000","category-tutorials","tag-control-processes","tag-iso-20000-2","tag-it-service-management-2","tag-process-integration","tag-quality-management-system","tag-relationship-methods","tag-resolution-practices","tag-service-delivery","tag-service-design"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The structure of ISO 20000 - PMG Academy<\/title>\n<meta name=\"description\" content=\"Get to know the structure of ISO 20000 and how it focuses on process integration for Quality Management Systems.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/the-structure-of-iso-20000\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The structure of ISO 20000. 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