Key benefits

The Key Changes

How it Works

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

Key transition dates include:

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

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

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

Context of the Organization

To implement an effective service management system, organizations must understand the 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 organization.


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

Support of the Service Management System

Strategically support service management processes by allocating the right human, technical, information and financial resources needed to meet the service requirements of customers.

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, fulfilment and service assurance.

Performance Evaluation

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


Continual improvement is essential for organizations to remain competitive. Focus your organization on the drivers for success by exceeding customer expectations and building a culture focussed on improvement."

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

1. Getting Started


2. Implement the Standard

  • Contact SAI Global's dedicated team to discuss your requirements, timeframes and costs.
  • Review and accept proposal to book audit dates
  • Take an optional pre-assessment
  • Perform a Gap Analysis


3. Certification

  • Undertake Stage 1 audit
  • Complete a detailed, Stage 2 certification audit
  • Upon successful certification, display the 'Five Ticks' Standards Mark


4. Maintenance

  • Conduct Surveillance Audits annually
  • Recertify to ISO 20000 every 3 years
  • Establish a continuous improvement culture


5. Maximizing your certification

  • Market for brand and promotional benefits
  • Optimize commercial teams
  • Ensure shareholder and stakeholder awareness


Contact us about your certification journey

Implement a structured famework that aligns processes with the strategic direction of the business. 

  • Improve brand reputation by achieving the international benchmark for service management
  • Enhance efficiency of services delivered, while reducing costs through strategic resource allocation
  • Improve internal or external customer satisfaction by delivering improved services in a timely matter
  • Support your competitive advantage by building a continuous improvement culture
  • Integrate easily with existing processes and management systems

Why SAI Global

Start your transition journey to ISO 20000-1:2018

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