ISO 20000
International standard for service management systems
ISO 27018
International code for PII protection in public clouds
Quick Verdict
ISO 20000 certifies service management for reliable delivery across industries, while ISO 27018 extends ISO 27001 for PII privacy in public clouds. Companies adopt ISO 20000 for operational excellence and trust; ISO 27018 for cloud privacy compliance and procurement edge.
ISO 20000
ISO/IEC 20000-1:2018 Service Management System Requirements
Key Features
- Annex SL structure aligns with ISO 9001, 27001
- End-to-end service lifecycle operational controls
- Top management leadership and commitment requirements
- Risk-based planning with PDCA continual improvement
- Multi-party supplier lifecycle governance and control
ISO 27018
ISO/IEC 27018:2025 Code of practice for PII protection
Key Features
- Privacy controls for PII in public cloud processors
- Subprocessor transparency and location disclosures
- Prohibits PII use for marketing without consent
- Requires customer breach notifications
- Supports data minimization and secure deletion
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 SMS covering the full service lifecycle: planning, design, transition, delivery, and continual improvement. Adopts Annex SL high-level structure and PDCA methodology for risk-based, flexible implementation.
Key Components
- Clauses 4-10: context, leadership, planning, support, operation, performance evaluation, improvement.
- Clause 8 operational domains: service portfolio, relationships, supply/demand, design/transition, resolution, assurance.
- Core processes: incident/problem management, change/release, configuration/asset, availability/continuity, security.
- Certifiable via accredited bodies with Stage 1/2 audits, surveillance, recertification.
Why Organizations Use It
- Builds trust, reduces risks, improves efficiency (e.g., 50% certificate growth).
- Enables market differentiation, customer retention, supplier governance.
- Integrates with ISO 9001, 27001, 22301; voluntary but contractually driven.
Implementation Overview
Phased: gap analysis, design, deploy, audit (12-18 months typical). Applies to all service providers; requires leadership, training, tools, evidence-based audits.
ISO 27018 Details
What It Is
ISO/IEC 27018:2025 is a code of practice extending ISO/IEC 27001 and ISO/IEC 27002 for protecting personally identifiable information (PII) in public clouds where providers act as PII processors. It uses a risk-based methodology, adding privacy-specific controls for cloud risks like multi-tenancy, subprocessors, and cross-border transfers.
Key Components
- ~25–30 additional controls across organizational, people, physical, and technological themes.
- Principles: consent, purpose limitation, data minimization, accuracy, retention limits, transparency, accountability, security.
- Integrated into ISO 27001 ISMS; assessed in 27001 audits, no standalone certification.
Why Organizations Use It
- Builds trust, speeds procurement with Statement of Applicability.
- Supports GDPR, HIPAA processor duties; aids cyber insurance.
- Reduces risks, differentiates CSPs competitively.
Implementation Overview
- Gap analysis, ISMS integration, policy/contract updates, technical safeguards.
- For CSPs all sizes; annual third-party audits via ISO 27001 cycle.
Key Differences
| Aspect | ISO 20000 | ISO 27018 |
|---|---|---|
| Scope | Service management systems (SMS) lifecycle | PII protection in public cloud processing |
| Industry | All service providers, any industry globally | Cloud service providers handling PII globally |
| Nature | Certifiable management system standard | Code of practice extending ISO 27001 |
| Testing | Stage 1/2 audits, surveillance, recertification | Integrated into ISO 27001 audits/surveillance |
| Penalties | Loss of certification, no legal penalties | Loss of certification, no legal penalties |
Scope
Industry
Nature
Testing
Penalties
Frequently Asked Questions
Common questions about ISO 20000 and ISO 27018
ISO 20000 FAQ
ISO 27018 FAQ
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