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ISO/IEC 20000: complete guide, articles and resources

IT Service Management — expert articles, practical resources, and solutions to structure your certification project.

Version
ISO/IEC 20000:2018
Type
Certifiable standard
Articles
0 published
Definition

What is the ISO/IEC 20000 standard?

The ISO/IEC 20000-1 standard defines the requirements of a service management system (SMS) applied to IT services. First published in 2005 and revised in 2018, it is the global benchmark for IT service management, aligned with ITIL best practices.

The standard covers service design and transition, incident management, problem management, change management, configuration management, service level (SLA) management, capacity management, availability management, continuity management, and supplier management. It adopts the High Level Structure and is compatible with ISO 9001 and ISO 27001.

ISO 20000 is particularly relevant for internal IT departments, managed service providers (MSPs), SaaS vendors, and shared service centres. It structures IT service delivery beyond pure ITIL practices.

Who is ISO/IEC 20000 for?

The standard targets IT service providers, internal or external: corporate IT, MSPs, hosting providers, SaaS vendors, system integrators, managed service centres.

Why get certified?

ISO 20000 certification helps to meet contractual requirements (IT RFPs), structure service processes, improve perceived quality from users, add an auditable framework on top of ITIL, and differentiate in the managed services market.

Version
ISO/IEC 20000:2018
Certified
1,000+
Validity
3 years
Avg. timeline
6 to 12 months
Articles & guides

All our articles on ISO/IEC 20000

Articles coming soon. In the meantime, here is a selection from related standards.
Frequently asked questions

Everything you need to know about ISO/IEC 20000

Difference between ISO 20000 and ITIL?
ITIL is a set of best practices (not organisationally certifiable). ISO 20000 is a certifiable standard defining the requirements of a service management system. The two are complementary: ITIL guides practices, ISO 20000 structures and makes them auditable.
Do you need ISO 27001 to get ISO 20000 certified?
No, not mandatory. But the two standards are highly complementary: ISO 27001 covers information security, ISO 20000 covers service management. Many IT organisations pursue both certifications together.
How much does ISO 20000 certification cost?
For a mid-sized IT company, expect $10,000 to $25,000 for the initial audit. Internal implementation costs depend on prior ITIL maturity.
Is ISO 20000 relevant for a SaaS company?
Yes, particularly. A SaaS company delivers continuous IT service: service level management, incident management, change management, and continuity are core to its value proposition. ISO 20000 structures these processes.
How long does ISO 20000 certification take?
Expect 6 to 12 months, sometimes longer if no prior ITIL practice. Service mapping and SLA definition are typically the longest phases.
Related standards

Connected references

ISO/IEC 20000 is often deployed alongside other standards to build an integrated management system.

ISO/IEC 27001
Information Security
ISO 9001
Quality Management
GDPR Compliance
General Data Protection Regulation
ISO/IEC 17021-1
Management System Certification Bodies
ISO/IEC 17024
Certification of Persons
ISO 13485
Medical Devices

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