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ISO/IEC 20000: An Introduction to the global standard for service management, Second Edition by David Clifford

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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 ...

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