ISO/IEC 20000-1 Transition

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respond to increasing service demands and a changing service delivery environment, ISO/IEC 20000-1:2011 has been updated and replaced by ISO/IEC 20000-1:2018.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 three years to transition to ISO/IEC 20000-1:2018. After 29 September 2021, certificates for ISO/IEC 20000-1:2011 will no longer be valid.

How to get started with your ISO/IEC 200000-1:2018 transition

Get started today – our teams are here to help you to transition your certification and get the most from ISO/IEC 20000-1:2018

Follow these steps to help you transition to ISO/IEC 20000-1:2018

Make sure you have a copy of the new standard and understand the content and the main changes.

  • Talk to BSI

Whether you are an existing BSI client or certified with another certification body, BSI can help you transition quickly and effectively to the new standard. Watch our on-demand webinar and download our whitepapers for background information on the changes. 

Understand the new requirements faster and in greater detail by attending our training courses; from introduction courses through to implementing or auditing the changes, we have the course to suit you. 

  • Communicate with your organization

Engaging your leadership about the new leadership requirements and your whole organization about the changes will gain buy in and make your transition more successful. Download and share a copy of our CEO transition briefing, or consider our senior management seminar – designed to help your top management understand the changes and get you the support to transition your service management system. 

  • Download our support materials

Our transition support materials, including the ISO/IEC 20000-1:2018 mapping guide and on-demand webinar: Delivering effective and Resilient Services with ISO/IEC 20000-1, are designed to help you understand the key changes, updates and additions to ISO/IEC 20000-1:2018 

See our frequently asked questions on ISO/IEC 20000-1:2018 and its changes. 

  • Book a BSI Gap Assessment prior to transitioning to the new standard

This can be really beneficial. It can help you to help you identify any weaknesses in your system prior to formal assessment.

One you have successfully transition to ISO/IEC 20000-1 your BSI Client Manager will visit you regularly to make sure you remain compliant and support your continual improvement.

What are the anticipated benefits of ISO/IEC 20000-1:2018?

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, your customers 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 a 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