ISO/IEC 20000-1 Revision Update

To help organizations respond to increasing service demands and a changing service delivery environment, ISO/IEC 20000-1:2011 has been updated and replaced by ISO/IEC 20000-1:2018.

ISO/IEC 20000-1:2018 transition timeline

Organizations currently certified to ISO/IEC 20000-1:2011 will have two years to transition to ISO/IEC 20000-1:2018. After 15 September 2020, certificates for ISO/IEC 20000-1:2011 will no longer be valid.

What are the main changes to ISO/IEC FDIS 20000-1?

  • Aligned to the high level structure (HLS) that now applies to all new management system standards
  • Broader application beyond the traditional IT services, such a facilities management and business process outsourcing
  • Addresses key service management trends
  • Increased focus on planning to drive improved performance
  • Increased focus on leadership and strategy to ensure an optimized performance is delivered for you and your customers


What are the anticipated benefits of the new ISO/IEC 20000-1?

Bringing service management and continuous improvement into the heart of your business
The updated standard will ensure that service management is integrated and aligned with the business strategies of your organization. This strategic focus will result in optimizing the performance of your service management system (SMS), making it more effective for you and your suppliers.
Greater involvement in the management system by the leadership team will ensure the whole organization understands service management requirements and is motivated by the support it provides to achieving organizations goals and objectives.

Less prescriptive documentation
Feedback has suggested the current standard may be too prescriptive around documentation and procedures. The update will provide greater flexibility, making it easier to apply to any service management system. 

New focus on demand and knowledge management
Embedding demand and knowledge are new additions to this standard that can be applied to service management across the whole organization beyond IT.

Supplier management clarity
The update will give you clearer parameters around supplier management, helping you embed more effective approaches to enhance your relationships and improve efficiency for all involved

An Integrated Approach
It will adopt the new high level structure applicable to all new ISO management systems standards, meaning it will be much easier to implement multiple, integrated management systems.