What is the primary objective of **ISO 20000**?

**ISO/IEC 20000-1:2018 defines requirements for establishing, implementing, operating, monitoring, reviewing, maintaining, and continually improving a service management system (SMS).** The standard ensures organizations manage the full service lifecycle—planning, design, transition, delivery, and improvement—across domains like service portfolio, relationships, supply/demand, resolution/fulfilment, and assurance, using **Annex SL** structure and **PDCA** for consistent, value-driven service outcomes.

Who is legally or professionally required to comply with **ISO 20000**?

**No organization is legally required to comply with ISO 20000, as it is a voluntary international standard.** Professionally, service providers (ITSM, cloud, managed services), enterprises with critical IT dependencies, and those pursuing market differentiation or contractual mandates (e.g., tenders) adopt it to demonstrate auditable SMS maturity applicable to any size or industry.

Does **ISO 20000** require an external audit or third-party certification?

**ISO 20000 certification requires external audits by accredited certification bodies via Stage 1 (readiness review) and Stage 2 (evidence-based effectiveness audit).** Ongoing surveillance audits and recertification every three years ensure sustained conformity, with internal audits mandatory under Clause 9 for performance evaluation.

How often should an assessment for **ISO 20000** be performed?

**ISO 20000 requires internal audits at planned intervals and management reviews at defined cadences to evaluate SMS effectiveness.** External surveillance audits occur annually post-certification, with full recertification every three years; continual assessment via monitoring, measurement, and PDCA ensures ongoing compliance.

What are the consequences of non-compliance with **ISO 20000**?

**Non-compliance with ISO 20000 results in certification denial, suspension, or withdrawal by accredited bodies.** Operationally, it risks service outages, SLA breaches, supplier failures, and lost market trust, with BSI surveys noting 44% risk reduction via adoption; no direct legal penalties apply as it is voluntary.

Can **ISO 20000** be mapped to other international frameworks?

**Yes, ISO 20000-1:2018’s Annex SL structure enables seamless mapping to frameworks like ITIL for practices and other ISO management systems.** Clause alignments support integration, with BSI guidance highlighting compatibility for unified governance without prescriptive "how-to" constraints.

What is the first step to begin implementing **ISO 20000**?

**The first step is determining the organization’s context, interested parties, and SMS scope under Clause 4.** This risk-based gap analysis against Clauses 4–10 prioritizes leadership commitment (Clause 5), planning (Clause 6), and a service management plan, ensuring alignment with strategic objectives before process design.

What is the primary objective of **AS9110C**?

**AS9110C's primary objective is to enable aviation maintenance organizations to consistently provide products and services meeting customer and applicable statutory/regulatory requirements while enhancing customer satisfaction through effective QMS application and continual improvement.** It incorporates ISO 9001:2015's Annex SL structure across Clauses 4–10, adding maintenance-specific controls like configuration management, product safety, counterfeit parts prevention, traceability, preservation, and human factors consideration to ensure continuing airworthiness.

Who is legally or professionally required to comply with **AS9110C**?

**AS9110C applies to organizations providing aviation maintenance, repair, overhaul (MRO), and continuing airworthiness services, regardless of size or type.** Target entities include repair stations, MRO providers for civil/military aircraft, and OEMs with autonomous MRO operations. It is required by major OEMs, airlines, and defense contracts for OASIS listing and supply-chain access; regulatory approvals (e.g., FAA/EASA Part 145) often align with its QMS scope.

Does **AS9110C** require an external audit or third-party certification?

**Yes, AS9110C requires third-party certification by an accredited body, demonstrated through Stage 1 (documentation review) and Stage 2 (on-site effectiveness audit).** The QMS must be fully operational for at least three months, including a full internal audit cycle and management review, before initial certification; surveillance audits follow annually, with recertification every three years.

How often should an assessment for **AS9110C** be performed?

**AS9110C requires internal audits at planned intervals based on process risk, status, and results, with a full QMS cycle completed before certification.** Management reviews occur at predetermined intervals, typically tied to business cycles; external surveillance audits are annual, and recertification audits every three years ensure ongoing conformity.

What are the consequences of non-compliance with **AS9110C**?

**Non-compliance with AS9110C risks loss of certification, exclusion from contracts, regulatory sanctions, and operational shutdowns.** It can lead to OEM/airline contract termination, OASIS delisting, fines/suspension of repair station approvals (e.g., FAA/EASA Part 145), safety incidents from poor traceability/configuration, litigation, and revenue loss from market exclusion.

Can **AS9110C** be mapped to other international frameworks?

**Yes, AS9110C's Annex SL high-level structure enables direct mapping to ISO 9001:2015 as its baseline.** It aligns with aviation regulations like FAA/EASA Part 145 via correlation matrices, supporting integrated management systems while customer/regulatory requirements override where conflicts arise.

What is the first step to begin implementing **AS9110C**?

**The first step is to define the QMS scope, determine internal/external issues (Clause 4), and conduct a gap analysis against Clauses 4–10.** Secure executive sponsorship, map regulatory/customer requirements, justify any non-applicable clauses, and produce a prioritized remediation plan with risk-based thinking (Clause 6.1).

ISO 20000 vs AS9110C

Standards Comparison

ISO 20000

Voluntary

2018

International standard for service management systems certification

AS9110C

Mandatory

2016

International standard for aviation maintenance quality management

Quick Verdict

ISO 20000 certifies service management for IT and business services globally, enabling reliable delivery and integration. AS9110C tailors QMS for aerospace MRO, ensuring airworthiness, traceability, and safety compliance. Organizations adopt them for certification, trust, and sector-specific market access.

IT Service Management

ISO 20000

ISO/IEC 20000-1:2018 Service management system requirements

Cost

€€€€

Complexity

High

Implementation Time

12-18 months

Key Features

Adopts Annex SL for integrated management systems
Structures Clause 8 around service lifecycle domains
Mandates PDCA for continual improvement and evaluation
Enforces leadership commitment and risk-based planning
Provides certifiable benchmark for service reliability

Quality Management

AS9110C

AS9110C Quality Management Systems Requirements for Aviation Maintenance Organizations

Cost

€€€€

Complexity

High

Implementation Time

6-12 months

Key Features

Risk-based thinking in strategic and operational planning
Configuration management and product traceability
Counterfeit and suspect parts prevention controls
Human factors in root cause analysis
Maintenance release and continuing airworthiness requirements

Detailed Analysis

A comprehensive look at the specific requirements, scope, and impact of each standard.

ISO 20000 Details

What It Is

ISO/IEC 20000-1:2018 is the certifiable international standard for service management systems (SMS). It specifies requirements to establish, implement, maintain, and improve an SMS covering the full service lifecycle. The primary purpose is to ensure consistent, high-quality service delivery meeting stakeholder needs. It uses a risk-based, PDCA (Plan-Do-Check-Act) approach aligned with Annex SL for integration with standards like ISO 9001 and ISO/IEC 27001.

Key Components

Clauses 4-10 cover context, leadership, planning, support, operation, performance evaluation, and improvement.
Clause 8 details lifecycle processes: service portfolio, relationships, supply/demand, design/transition, resolution, assurance.
Core principles include leadership accountability, risk/opportunity management, and continual improvement.
Features independent third-party certification with audits.

Why Organizations Use It

Drives operational efficiency, risk reduction, and customer trust.
Enables market differentiation via certification.
Supports compliance in regulated sectors and multi-supplier ecosystems.
Builds resilience through measurable KPIs and governance.

Implementation Overview

Phased approach: gap analysis, design, deployment, audits.
Applies to any size/service organization globally.
Requires Stage 1/2 certification audits, surveillance, recertification.

AS9110C Details

What It Is

AS9110C (AS9110:2016 Rev C) is an international quality management system (QMS) standard for aviation maintenance organizations (MROs). It builds on ISO 9001:2015 with aerospace-specific requirements for repair stations and continuing airworthiness providers. Its primary purpose is ensuring safe, compliant maintenance via risk-based thinking, PDCA cycles, and Annex SL structure.

Key Components

Core pillars: context, leadership, planning, support, operation, evaluation, improvement.
Aviation additions: configuration management, counterfeit prevention, human factors, traceability, preservation.
Built on ISO 9001 baseline with ~10 clauses; no fixed control count.
Certification model via IAQG-accredited bodies, requiring audits and OASIS listing.

Why Organizations Use It

Meets customer/OEM contracts and regulatory alignment (FAA/EASA).
Mitigates safety risks, enhances on-time delivery.
Builds trust, enables market access, reduces rework costs.

Implementation Overview

Phased: gap analysis, process design, training, audits (6-12 months typical).
Applies to MROs globally; requires internal audits, management reviews before certification.

Key Differences

Aspect	ISO 20000	AS9110C
Scope	Service management systems across lifecycle	Aerospace maintenance QMS with safety controls
Industry	All service providers, IT-focused, global	Aviation MRO organizations, aerospace-specific
Nature	Voluntary certifiable management standard	Voluntary certifiable QMS with regulatory alignment
Testing	Internal audits, management reviews, certification	Internal audits, operational evidence, certification
Penalties	Loss of certification, market disadvantage	Loss of certification, regulatory/contract risks

Scope

ISO 20000

Service management systems across lifecycle

AS9110C

Aerospace maintenance QMS with safety controls

Industry

ISO 20000

All service providers, IT-focused, global

AS9110C

Aviation MRO organizations, aerospace-specific

Nature

ISO 20000

Voluntary certifiable management standard

AS9110C

Voluntary certifiable QMS with regulatory alignment

Testing

ISO 20000

Internal audits, management reviews, certification

AS9110C

Internal audits, operational evidence, certification

Penalties

ISO 20000

Loss of certification, market disadvantage

AS9110C

Loss of certification, regulatory/contract risks

Frequently Asked Questions

Common questions about ISO 20000 and AS9110C

ISO 20000 FAQ

AS9110C FAQ

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ISO 20000

AS9110C

Quick Verdict

ISO 20000

Key Features

AS9110C

Key Features

Detailed Analysis

ISO 20000 Details

What It Is

Key Components

Why Organizations Use It

Implementation Overview

AS9110C Details

What It Is

Key Components

Why Organizations Use It

Implementation Overview

Key Differences

Scope

Industry

Nature

Testing

Penalties

Frequently Asked Questions

ISO 20000 FAQ

What is the primary objective of ISO 20000?

Who is legally or professionally required to comply with ISO 20000?

Does ISO 20000 require an external audit or third-party certification?

How often should an assessment for ISO 20000 be performed?

What are the consequences of non-compliance with ISO 20000?

Can ISO 20000 be mapped to other international frameworks?

What is the first step to begin implementing ISO 20000?

AS9110C FAQ

What is the primary objective of AS9110C?

Who is legally or professionally required to comply with AS9110C?

Does AS9110C require an external audit or third-party certification?

How often should an assessment for AS9110C be performed?

What are the consequences of non-compliance with AS9110C?

Can AS9110C be mapped to other international frameworks?

What is the first step to begin implementing AS9110C?

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5 Ways Modern Compliance Software Makes Evolving Regulations Your Strategic Advantage

CIS Controls v8.1, Operationalized: Top 10 Reasons Compliance Monitoring Software Accelerates Real-World Implementation

Run Maturity Assessments with GRADUM

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