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ISO/IEC 20000-1:2018 Transition Guidance for Clients

Transition guidance plan

The International Organization for Standardization (ISO) issued ISO/IEC 20000-1:2018 "Information Technology Service Management Part 1: Service Management Requirements" on September 15th, 2018, which replaces ISO/IEC 20000-1:2011. NQA considers ISO 20000-1:2018 to be a significant development primarily due to changes in structure, and the introduction of additional concepts and themes.

It is our goal to ensure that we perform value added audits that establish an organization’s level of conformity to the standard and in doing so, help our clients understand both the intent and the philosophy behind the changes.

NQA’s philosophy is to maintain a simplistic transition approach that is easy for our clients to comprehend and apply. Our goal is to provide you with the guidance and tools to make the transition from ISO 20000-1:2011 to ISO 20000-1:2018 as smooth and cost-free as possible. 


The International Accreditation Forum (IAF) has stated that organizations will have 3 years from the date of the standards publication to transition their ISO 20000-1 management system to become compliant to the new standard.

After the transition deadline, the ISO/IEC 20000-1:2011 certificates will expire or be withdrawn.

In order to ensure that clients are successful with their transition NQA advises the following steps:

Step 1: Transition guidelines - ISO 20000-1:2018

  • NQA will continue to accept applications for ISO 20000-1:2011 until 30th September 2020.

  • ​Audits can be conducted against ISO 20000-1:2011 until 30th September 2020.

  • All initial and recertification audits conducted after 30th September 2020 shall be carried out in accordance with ISO/IEC 20000-1:2018.

  • All audit activities (including surveillance activities) conducted after 30th September 2020 will be carried out in accordance with ISO 20000-1:2018.

  • Any ISO 20000-1:2011 certificate issued after 30th September 2018 shall have a deadline of 31st March 2022 after which the certificate will no longer be valid.

  • For any certificates that are issued/reissued, the deadline for validity will be the 31st March 2022.

Step 2: Your transition process

Once NQA have successfully received UKAS accreditation for ISO 20000-1:2018, clients that are certificated to ISO 20000-1:2011 with NQA can apply to begin their transition to the 2018 standard with NQA. Certified organizations may choose to transition in combination with recertification, surveillance or special on-site audits.
  • Preparing for transition

    • Clients must complete the "ISO 20000-1:2018 Client Transition Gap Analysis Tool" before the implementation of the on-site transition audit.

    • ​Clients must implement at least an internal audit and management review in accordance with the requirements of the new standard.

    • Operating system in accordance with the requirements of the new standard.

  • Man-day of transition audit

    • If the transition audit is combined with periodic surveillance or recertification, the audit will need at least one additional man-day to cover the existing requirements and the new requirements/concepts introduced by ISO 20000-1:2018.

    • If a special audit is carried out for the transition, the special audit's man-day shall be a minimum of one day.

Note: Specific audit time for transition will depend on the actual situation of the client to increase or decrease, depending on the organization’s size and the complexity of ITSMS. NQA will advise you of your specific additional time required.

  • After the transition is completed
    • Where the transition is selected in combination with surveillance or special on-site audit, the valid deadline of the certificate shall be three years from the date of issuance of the original certificate.

    • Where the transition is selected in combination with recertification audit, the validity date of certificate is from the date of issuance, and the deadline is three years after the original certificate's deadline.

Please note: Preparations for NQA Accreditation

According to the accreditation requirements, NQA are required to successfully transition their UKAS accreditation prior to issuing the ISO/IEC 20000-1:2018 certificate with the UKAS mark. UKAS has issued the requirement of accreditation transition and NQA are in the process of gaining this accreditation.


SNQA has started the preparatory work of transition according to the requirements. After the preparation work is completed, we will declare the application for transition accreditation to UKAS, and the follow-up progress will be notified to clients periodically. SNQA will publish announcements through the company's official website, Wechat Public Number and other channels at the first time after it is approved by UKAS.

Step 3: Inform NQA

We need to know when you wish to transition from ISO 20000-1:2011 to ISO 20000-1:2018. Please help us to plan your forthcoming transition audit by informing us of your decision by emailing us at transition@nqa.com.

If any of the above is unclear, please call us on 0800 052 2424.

Step 4: Gap analysis tool

The NQA ISO 20000-1:2018 Gap Analysis Document provides a simple framework for evaluating your management system against the requirements of ISO 20000-1:2018. The document highlights:

  • The new concepts introduced in ISO 20000-1:2018 and the related clauses, processes and functional activities

  • The new and amended clauses between ISO 20000-1:2011 and ISO 20000-1:2018

Please complete each table by recording the evidence acquired from one full internal audit against the requirements of ISO 20000-1:2018. Complete all sections prior to your transition assessment and ensure it is available for your assessor at the opening meeting.

Additional support

We are here to support you throughout the transition process. If you have any questions or need any help we can support you with:

  • Technical Advice. Please call us with any questions you have.

  • Pre-Assessment / Gap Analysis. We can provide a Pre-Assessment or Gap Analysis of your revised ITSMS to determine the level of compliance of your ITSMS to the requirements of ISO 20000-1:2018.

  • Webinars and Seminars. Join us online or in person to get first hand advice from our technical experts. Register to attend here.

If you have any questions or just want to speak to someone regarding your transition please contact us.