ISO 20000:2018 Information Technology Service Management System

ISO 20000:2018 Information Technology Service Management System


"New ISO/IEC 20001-1: 2018 will replace its previous edition, which will cease to be valid on 09/30/2021. Transition period started on 09/30/2018Main changes introduced concern:

incident management, service request management, availability management, service continuity management, service level management, service catalog management, capacity management and demand management have been distinguished;

the prescriptive sections of the standard have been reduced so as to make the application of the service management systems easier for any organisation;  

the required documentation supporting the service management system have been reduced so as to make its definition more strictly aligned with the organisation needs;

the design, build and transition process definition for the service has described more precise way.

Main changes and improvements

The standard has been rewritten to guarantee service management integrated and aligned with different corporate strategies, making services management system performance more effective for organisations, customers and suppliers. The standard adopts the HLS (High Level Structure) structure common to all the new ISOs (e.g.: ISO 9001: 2015, ISO/IEC 27001: 2013) allowing the best interaction of multiple integrated management systems."


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