CHAPTER 4: COMPLIANCE AND CERTIFICATION
What is compliance?
Compliance is the ability to demonstrate internal conformity and adherence to service provider policies, plans, procedures, regulations, contracts, and the requirements of ISO/IEC 20000. This would be validated via a first-party audit.
What is due diligence?
Due diligence is where a customer performs an assessment of a service provider’s status, prior to engaging them to perform activities on the customer’s behalf. This could include, but may not be limited to:
- financial status
- legal position
- standing in the industry
- stability
- approach to innovation and risk.
Due diligence can also fall within a general second-party audit strategy, where the customer’s organisation performs an audit ...
Get ISO/IEC 20000: An Introduction to the global standard for service management, Second Edition now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
