ISO 20000

ISO 20000


The ISO 20000 standard promotes the use of an integrated model of IT Service Management processes.

In today's highly dynamic business environment, the way services are provided is constantly evolving and presents new opportunities and challenges for the business. As a service provider, it is important to ensure that the Organization delivers services that are efficient against the business objectives.

Companies of any sector and size can count on effective management of IT-enabled services thanks to the international standard ISO/IEC 20000.
In this sense, ISO 20000 constitutes the appropriate tool both for the management of services provided to customers and for the management of internal IT services that require a consistent level of structuring.

The standard promotes the use of an integrated model of IT service management processes which corresponds to theITIL ® (IT Infrastructure Library) framework. In this sense, becoming familiar with ITIL is strongly recommended for organizations that are interested in obtaining ISO 20000 certification to demonstrate compliance with IT Service Management best practices.


Integrated approach
Adopting the new High Level Structure (HLS), applicable to all new ISO Management System standards, means that it will be much easier to integrate Management Systems with each other.

The involvement of the team in the Management System by the leadership ensures that the entire Organization understands the requirements of the Management of Services, thus motivating the entire team to achieve its own objectives and those of the Organization.

Clarity in supplier management
Clearer metrics on supplier management, helping to integrate more effective approaches to improve relationships and efficiency of all involved. Two types of suppliers are contemplated: external and internal.

Less prescriptive documentation
Greater flexibility, making it easier to apply the same to any Service Management System.

THE NEW ISO/IEC 20000-1:2018

In September 2018, the ISO / IEC 20000-1: 2011 standard was updated and replaced by ISO / IEC 20000-1: 2018. All ISO /IEC 20000-1:2011 certificates will cease to be valid after September 30, 2021. Therefore, no certificate issued under the 2011 release will be valid after this date.
The strategic orientation of the new regulation guarantees an even more integrated management of services aligned with the organization's business strategies. It will therefore make it possible to optimize the performance of the Service Management System (SMS), making it more effective for all interested parties.


In the to do list of activities to be foreseen for an effective transition to ISO 20000-1:2018, it is essential to familiarize yourself with the requirements of the new standard, plan any changes or updates to the Management System, provide adequate training and awareness of your personnel.

CSQA offers you some tools to manage an effective transition:

1 - Ensure ITIL® Training for key resources
Certifying ITIL® personnel is essential for companies that obtain ISO 20000 certification. ITIL® is the most widespread and applied model of IT Service Management, and is aligned with the ISO 20000 standard, which is why it is taken as a reference for a correct setting of IT processes

Consult the calendar of available courses

2 - Request a Gap Analysis before moving to the new standard
A preliminary activity allows you to identify the adjustments or improvements to be implemented in view of the next certification audit, for which it is recommended at this stage

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