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.
Main changes introduced concern:
Certificates can be updated during any audit scheduled before 09/30/2021.
However, the IAF (International Accreditation Forum) decided that all initial and recertification audits must comply with the 2018 version of the standard 18 months after transition starting date. It is important, therefore, to timely plan the implementation of the new requirements and, consequently, the transition audit execution.
Expiry date of the certifications issued in accordance with ISO/IEC 20000-1: 2011 during the transition period will coincide with the end of the transition period itself.
During the transition period, already certified organisations can choose to make the transition to the new standard: