ISO 20000 IT Service Management

Build competitive advantage and improve brand reputation by achieving the international benchmark for service management and enhancing customer experience.

Recently updated to ISO 20000-1:2018, this Standard helps organisations establish a robust technology service management system to support increasing complexity in risk.

Today’s environment is filled with intense scrutiny but being competitive means never standing still.

SAI Global helps you see a way forward so you can advance confidently.

Meet Contractual Requirements

Demonstrate your commitment to meeting customer expectations and supporting their requirements.

Keep Customers Front of Mind

Deliver an enhanced customer experience with integrity by understanding their needs, delivered through a robust framework. Provide evidence to your customers, suppliers and partners of your commitment to best-practice IT system management.

Drive Business Performance

Align your service management objectives with the strategic direction of your organisation. ISO 20000 enables your business to establish a framework for measurable success through a continual improvement culture throughout your organisation.

Easily Integrate with Existing Management Systems

The updated structure change allows easy adoption and integration to your existing ISO-compliant management systems. This integrated approach allows for greater efficiency in maintaining and auditing your system.

What Is It?

Aligned with the Annex-SL structure used in modern core management Standards, ISO 20000 takes a risk-based approach to the management of services.

ISO 20000-1:2018 is the internationally recognised Standard for Service Management Systems. The Standard enables organisations to implement a risk-based thinking structure to effectively manage the service lifecycle.
Transition Timeline from ISO 20000-1:2011 to ISO 20000-1:2018

Following the release of ISO 20000-1:2018, organisations will have three years to transition to the new edition.

Key transition dates include:

  • 30 Sep 2018: Organisations can choose to certify to the 2018 edition of the standard from this date. The 2011 edition is still valid.
  • 31 Mar 2020: Organisations looking to adopt ISO 20000 or are due for re-certification must certify to the ISO 20000-1:2018.
  • 29 Sep 2021: All existing organisations must be transitioned to the 2018 edition of the Standard.
Context of the Organisation

To implement an effective service management system, organisations must understand the services they deliver, in accordance to the internal and external requirements of their stakeholders.


Top management are required to demonstrate their commitment to the success of the service management system through the development of appropriate policies and structures that aligns with the strategic direction of the organisation.


In addition to planning the scope of the service management system including the list of services offered and the requirements to operate, organisations must identify and address the risks and opportunities that could impact performance.

Operation of the Service Management System

Consistently deliver services to an expected outcome by taking control of the service lifecycle including supply and demand, service design, fulfillment and service assurance.

Performance Evaluation

To ensure effective processes are in place to protect information assets, organisations must employ key performance indicators influenced by the needs and objectives of the management system.


Continual improvement is essential for organisations to remain competitive. Focus your organisation on the drivers for success by exceeding customer expectations and building a culture focused on improvement.

Next Steps

Whether you’re new to ISO 20000 or ready to implement the Standard, we can assist you.

  • Contact SAI Global to discuss requirements, timeframes and costs
  • Review and accept proposal to book audit dates
  • Take an optional pre-assessment
  • Perform a gap analysis
  • Undertake Stage 1 audit
  • Complete a detailed, Stage 2 certification audit
  • Upon successful certification, display the ‘Five Ticks’ StandardsMark™
  • Conduct Surveillance Audits annually
  • Recertify to ISO 20000 every three years
  • Establish a continuous improvement culture
  • Market for brand and promotional benefits
  • Optimise commercial teams
  • Ensure shareholder and stakeholder awareness

Start Your Transition Journey to ISO 20000–1:2018

Organisations have three years to transition from the release date of September 30, 2018. Contact SAI Global to start your transition.

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