ISO 20000 : Clause 2 - Normative references

by Alex .

The use of normative references is crucial in technical writing and documentation. These outside sources of data serve as a foundation for standardization and aid in maintaining correctness and consistency in technical papers. Normative references can be publications like international standards, specifications, guidelines, regulations, or laws relevant to the good or service the technical document describes. In technical writing, normative references describe vocabulary, concepts, methods, and requirements relevant to a specific industry or profession. The requirements for the design, development and implementation of these products or systems and rules for testing and assessing the performance of products or systems may also be included in these references.

ISO 20000 : clause 2  Normative references


It is crucial to clarify which sections of a technical document are informative and which are normative when they contain normative references. The paper's normative portions are necessary for comprehending and applying the advice, whereas the informational pieces are supplementary or explicative. In technical publications, offering accurate and current normative references is crucial because out-of-date or wrong information might result in mistakes, misinterpretations, or a failure to comply with rules or standards. Therefore, technical writers should carefully examine normative references to ensure they are pertinent, trustworthy, and appropriate for the intended audience and the document's purpose.

What are Normative References?

 A normative reference is a document that provides guidance or rules that are to be followed to comply with a particular standard. They are often used with technical specifications to provide more detailed instructions on implementing the ideal. In the context of ISO 20000, normative references guide the requirements that need to be met for an organization to be certified. Therefore, they are essential to the standard and should be considered when developing or updating a service management system.

ISO 20000 Templates

Benefits of Using Normative References:

There are several benefits to using normative references in ISO 20000. First, they help to ensure that the standard is applied consistently across all areas of an organization. Maintaining certification and ensuring that the system meets the expectations of customers and other stakeholders is essential.

Second, normative references can provide clarification on specific requirements. It is beneficial when there needs clarity or debate about how a provision should be interpreted. Organizations can better understand what is required and ensure they comply by looking at the normative references.

Third, normative references can help ensure that an organization is up-to-date on the latest changes to the standard. For example, as ISO 20000 is updated, new normative references may be added. Organizations can ensure they are aware of any changes by periodically reviewing the normative references.

What are the requirements of Normative Reference in ISO 20000?


ISO 20000 : clause 2 - Normative references


Having an ISO 20000 certification has several advantages. It can boost client confidence, your company's reputation, and your chances of receiving bids. It can also assist you in implementing best practices in your business and enhancing general effectiveness.

Your business must adhere to all the standards of the ISO 20000 standard to be certified. The ISO 20000 Normative Reference outlines these standards. In addition, a guide for interpreting and putting the ISO 20000 standard into practice is included in the Normative References. If you are thinking of becoming certified or already authorized and looking for ways to improve your company's ISO 20000 compliance, this article is for you.


The international standard ISO 20000 describes the ideal procedures for controlling business IT services. The standards' normative references section of the standard list the documents that must be utilized in connection with ISO 20000. Normative references offer extra information and direction to guarantee that the IT service management system (ITSMS) complies with the standard. Several ISO standards are mentioned in these references, such as ITIL for service management best practices and ISO/IEC 27001 for information security management.

Using these normative references, organizations can create and maintain an effective ITSMS that complies with ISO 20000. In addition, by referring to these standards, organizations can gain from the wealth of expertise and information that has been amassed in IT service management.

In conclusion, the normative references portion of ISO 20000 is a crucial part of the standard that offers further advice to enterprises looking to develop an efficient ITSMS. Organizations may ensure that their ITSMS conforms with the standard and that the best practices for managing IT services are implemented by paying attention to these references.

ISO 20000 Clause:

ISO 20000 Templates