TS ISO/IEC 20000-6

TS ISO/IEC 20000-6 addresses requirements for bodies that audit and certify service management systems. Its technical focus is the way conformity assessment bodies should operate when evaluating a service management system, with emphasis on competence, consistency, and impartiality. Rather than defining how a service provider must run its services, this standard concentrates on the organisation that performs the assessment and certification activity.

A framework for certification bodies

The standard provides requirements and guidance for audit and certification activities related to a service management system in accordance with ISO/IEC 20000-1. In general technical terms, certification bodies establish a controlled assessment process covering application review, audit planning, evidence collection, decision-making, and maintenance of certification. Key concepts in this area include competence, impartiality, certification consistency, and traceable records.

Relationship to ISO/IEC 20000-1

A key boundary is that this document does not change the requirements specified in ISO/IEC 20000-1. The primary service management requirements remain defined elsewhere; this part focuses on the bodies that assess conformance against them. That distinction matters because it separates the management of services from the evaluation and certification of the service management system.

• Requirements for auditing and certifying service management systems
• Guidance for conformity assessment against ISO/IEC 20000-1
• Expectations for competence and impartiality in certification bodies
• An organisational framework for consistent service management audits