What is the difference between ISO 20000 and ITIL?

ITIL is best-practice guidance; ISO/IEC 20000-1 is the certifiable standard your service management system is audited against.

How long is certification valid?

Three years, with annual surveillance audits and a recertification audit at the end of the cycle.

27 Sep 2021

ISO 20000 in UAE

Posted Byiasiso

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Table of Contents

What is ISO/IEC 20000?

ISO/IEC 20000-1:2018 is the international standard for an IT service management system (SMS). It specifies the requirements for an organization to establish, implement, maintain, and continually improve the management of its IT services so they consistently meet customer needs. It applies to any organization that plans, designs, delivers, or manages IT services - whether the service provider is internal or external, and whatever its type or size.

What ISO 20000 covers?

ISO/IEC 20000-1:2018 follows ISO's harmonized high-level structure (Annex SL), so it integrates well with standards such as ISO 9001 and ISO/IEC 27001. Beyond the core management system requirements (leadership, planning, support, operation, performance evaluation, improvement), it sets requirements across the service management lifecycle, including:

Service planning, design, transition, and delivery
Relationship and agreement management (service levels, suppliers, customers)
Supply and demand (capacity, service continuity, and availability)
Resolution processes (incident and problem management)
Control processes (configuration, change, and release management)

Benefits of ISO 20000

ISO 20000 helps organizations improve operational efficiency, better meet the needs of customers, suppliers, and stakeholders, and deliver greater value to clients and partners. It also supports good IT governance, complementing ISO/IEC 38500:2015 (Governance of IT for the organization), and works alongside ISO/IEC 27001 for information security and ISO 22301 for service continuity.

ISO 20000 in the UAE

The UAE is a regional leader in digital government and smart services, with strong national digital strategies and a heavy reliance on dependable IT services across the public and private sectors. ISO/IEC 20000 helps organizations - including IT service providers, managed-service companies, and in-house IT functions - demonstrate that they manage their services reliably and to international best practice, which is increasingly valued in UAE tenders and partnerships. IACS provides ISO 20000 certification in the UAE.

Contact IACS to learn more about ISO 20000 certification and training.

Explore more

ISO 20000 Certification in UAE - IT service management certification
ISO 27001 Certification in UAE - information security, often paired with ITSM
System Certification - all IACS management system schemes

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Frequently Asked Questions

The international standard for an IT Service Management System (SMS). The current version is ISO/IEC 20000-1:2018.

IT service providers, managed-service companies, and in-house IT functions that want to show reliable, best-practice service management.

Yes. It works well with ISO/IEC 27001 for information security and ISO 22301 for service continuity.

The UAE's strong digital-government agenda relies on dependable IT services, and ISO 20000 is increasingly valued in tenders.