ISO 20000: 2018 Service Management



ISO/IEC 20000 is the international standard for service management. It can be used by organizations of all sizes, public and private, for IT and non-IT services. The latest edition, ISO/IEC 20000-1:2018 Service management system requirements, was published in September 2018. This replaces the 2011 edition. It specifies the requirements for “establishing, implementing, maintaining and continually improving a service management system (SMS).

An SMS supports the management of the service lifecycle, including the planning, design, transition, delivery and improvement of services, which meet agreed requirements and deliver value for customers, users and the organization delivering the services.”. The 2018 version (ISO/IEC 20000-1:2018) comprises ten sections, following the high-level structure from Annex SL of the Consolidated ISO/IEC Directives, Part 1.

Customer Benefits

The benefits of the ISO 20000 certification for Organizations and service providers is vast as it provides assurance of consistency of service. Some of the benefits are as follows:

An organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled.
An organization that requires a consistent approach by all its service providers, including those in a supply chain;
A service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;
A service provider to monitor, measure and review its service management processes and services;
A service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS;


We assist our partners in the complete cycle for ISO Certification from Project Initiation to Certification and Maintenance. Complete support through provision of templates, guidance for gap analysis, training and documentation is provided for. In the event customers require consulting support, that is available as well, backed by a team of 15 consultants with an average of 20+ years’ experience.

This is achieved through a structured approach based on the seven-step consulting approach. The specific services include:

1. Gap Analysis Support
2. Processes improvement
3. Toolkits and Templates
4. Capacity enhancement and Capability development
5. Internal Audit
6. Working with ISO certification bodies for Audit


ISO 20000 Foundation Training Course
ISO 20000 Practitioner Training Course
ISO 20000 Internal Auditor Training Course
ISO 20000 Lead Auditor Training Course