Parts 2 and 3 provide advice to help an IT service provider conform to the requirements of Part 1 in an effective way

Part 3 only applies to outsourcing organizations, but Parts 1 and 2 can be used by any service provider

A typical service provider starts by conforming to Part 1 and then moves on to conform with Parts 2 and 3

It is mandatory for a service provider to conform to all parts of the standard

Governance of process operated by other parties

Problem records

Relevant directives from top management

Optimized resource utilization or risk reduction

Keep top management informed

Initiate problem management activities

Escalate the incident

Involve the customer

A nonconformity identifies that a requirement is NOT being correctly met, whereas an observation identifies a recommendation for improvement

A nonconformity can be identified by both internal and external auditors, but an observation can only be identified by an internal auditor

They identify different levels of defect, and if either of them are identified during an audit then certification ^ CANNOT be granted

They are different names for the same thing

Adapt means changing tne ISSO/IEC 20000-1 standard to meet the organization's needs.Adopt means implementing the ISSO/IEC 20000-1 standard in this changed way

Adapt means tailoring the ISSO/IEC 20000-1 standard to the needs of the organization. Adopt means using any service management guidance

Adapt means taking ITIL guidance Adopt means using that guidance to conform to the requirements from the ISO/IEC 20000 standard

Adapt means using and tailoring any service management guidance. Adopt means using that to create the Service Management practices

The use of technology is mandatory

The technology and tools used shall be assessed during the audits

Any tools used shall be listed on the ISO catalogue of approved tools

The data reported from the tools can be used to provide evidence for audits

A recommendation that has to be actioned

A non-fulfillment of a requirement

A conformity where there is an opportunity for improvement

A finding against an area which is NOT in the scope of the standard