ISO 20000-1 Certification in UAE: Requirements, Cost & How to Get Certified | SCS
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Reliable IT services are essential for businesses across the UAE. Banks, financial institutions, government entities, cloud providers, software companies, telecommunications organizations, data centres, managed service providers and technology suppliers all depend on controlled and consistent IT service delivery.
As IT environments become more complex, organizations need defined processes for managing service levels, incidents, problems, changes, suppliers, availability, capacity, continuity and customer expectations.
ISO 20000-1 certification in UAE provides a structured framework for establishing and continually improving an Information Technology Service Management System (ITSMS).
ISO/IEC 20000-1:2018 specifies requirements for establishing, implementing, maintaining and continually improving a service management system. The current edition remains ISO/IEC 20000-1:2018 following its review.
For UAE organizations, certification can demonstrate that the defined IT service-management system has been independently assessed against the requirements of an internationally recognized standard.
If your organization is considering certification, this article explains the ISO 20000-1 certification requirements, cost, process, implementation, audit and how to get ISO 20000-1 certification in UAE.
What Is ISO 20000-1 Certification?
ISO/IEC 20000-1 is an international standard specifying requirements for a Service Management System (SMS).
The standard addresses the management of services throughout their lifecycle, including planning, design, transition, delivery, monitoring and continual improvement.
An organization can pursue certification when it wants independent assessment of its service-management system against ISO/IEC 20000-1.
ISO 20000-1 certification can be relevant to organizations providing or managing:
- IT support services
- Managed IT services
- Cloud services
- SaaS services
- Data-centre services
- IT outsourcing
- Managed network services
- Application support
- Technology infrastructure
- Internal enterprise IT services
Certification applies to a defined scope. Therefore, the organization should determine which services, locations and activities are intended to be covered before beginning the certification process.
What Is ITSMS Certification?
ITSMS stands for Information Technology Service Management System.
An ITSMS establishes a systematic approach to planning, delivering, monitoring and improving IT-enabled services.
An effective ITSMS can include processes for:
- Service level management
- Incident management
- Problem management
- Change management
- Configuration management
- Supplier management
- Service continuity
- Availability management
- Capacity management
- Service reporting
- Performance monitoring
- Customer requirements
- Continual improvement
The terms ITSMS certification, ITSM certification UAE and IT service management system certification are commonly associated with ISO 20000-1 certification.
For organizations searching for ITSMS certification in UAE, ISO/IEC 20000-1 is the principal requirements standard used for certification of the service management system.
How to Get ISO 20000-1 Certification in UAE
If you are searching for how to get ISO 20000-1 certification in UAE, the process involves more than requesting a certificate.
An organization needs to establish and operate an ITSMS appropriate to its services and certification scope, evaluate its implementation and then undergo an independent certification audit.
The practical process can be summarized as:
Scope definition → Requirements review → Gap assessment → ITSMS implementation → Operation → Internal audit → Management review → Certification audit → Corrective action where applicable → Certification
1. Define Your ISO 20000-1 Certification Scope
The first step is to decide which services and organizational activities will be covered.
A certification scope might include:
- Managed cloud services
- IT infrastructure support
- Data-centre operations
- SaaS services
- Service desk operations
- Managed network services
- IT outsourcing
- Application management
- Enterprise IT services
The scope should be realistic and clearly describe the services being managed.
A well-defined scope can also make the implementation and audit process more efficient.
2. Identify Your Service Requirements
The organization should identify what customers and other interested parties expect from the services.
This can include:
- Service availability
- Response times
- Resolution targets
- Service-level agreements
- Support arrangements
- Business continuity
- Security-related service requirements
- Reporting requirements
- Supplier dependencies
- Regulatory requirements
These requirements provide the foundation for developing appropriate service-management objectives and controls.
3. Conduct an ISO 20000-1 Gap Assessment
An ISO 20000-1 gap assessment compares existing service-management practices against the requirements applicable to the organization's scope.
The assessment may identify gaps involving:
- Service-management policies
- Roles and responsibilities
- Service-level agreements
- Incident management
- Problem management
- Change management
- Supplier management
- Service continuity
- Availability
- Capacity
- Performance monitoring
- Internal audit
- Management review
The findings can then be used to establish an implementation plan.
4. Implement the ITSMS
The organization establishes or improves the processes required for its Service Management System.
Implementation should reflect the actual way the organization delivers services.
For example, a small SaaS company may require a different operating structure from a multinational managed service provider or data-centre operator.
Relevant employees should understand their responsibilities, service processes and performance objectives.
5. Operate the ITSMS
The ITSMS needs to operate as part of normal business activities.
The organization should generate appropriate operational evidence through activities such as:
- Incident handling
- Problem investigation
- Change control
- Service monitoring
- Supplier reviews
- Availability measurement
- Capacity monitoring
- Service-level reporting
- Customer feedback
- Corrective action
- Continual improvement
This operational evidence can become important during the certification audit.
6. Conduct an Internal Audit
Before the external certification audit, the organization should conduct an internal audit of the ITSMS.
The internal audit helps identify areas that require attention and provides management with an assessment of whether the system is operating as intended.
7. Conduct a Management Review
Management should review the performance and effectiveness of the ITSMS.
The review can consider:
- Internal audit results
- Customer feedback
- Service performance
- Nonconformities
- Corrective actions
- Risks and opportunities
- Service objectives
- Continual improvement
- Changes affecting the ITSMS
8. Select a Certification Body
The organization should select a certification body appropriate to its certification requirements and target market.
Where accreditation, government procurement or customer recognition is important, the organization should check the certification body's relevant accreditation, scope and acceptance requirements before proceeding.
This is particularly important for companies intending to use ISO 20000-1 certification for government tenders, regulated customers or major enterprise contracts.
9. Complete the Certification Audit
The certification body assesses the ITSMS against the applicable ISO 20000-1 requirements.
The assessment considers the management system and its implementation within the defined scope.
If nonconformities are identified, the organization addresses them through the applicable corrective-action process.
10. Obtain ISO 20000-1 Certification
Following successful completion of the applicable certification requirements and closure of relevant findings, the organization receives its ISO 20000-1 certificate for the approved scope.
The organization must then continue operating and maintaining its ITSMS throughout the certification cycle.
What Are the ISO 20000-1 Certification Requirements?
The ISO 20000-1 certification requirements cover both the management system and the processes needed to manage services effectively.
Important areas include:
Organizational Context
The organization identifies internal and external issues that can affect its ability to provide services.
Interested Parties
Relevant customer, regulatory, employee, supplier and other requirements are identified.
Leadership
Management establishes responsibilities, direction and accountability for the ITSMS.
Planning
The organization addresses relevant risks, opportunities and service-management objectives.
Service Management System
The organization establishes the processes, resources and documented information required to operate the ITSMS.
Resources and Competence
People responsible for service management need appropriate competence, responsibilities and resources.
Service Requirements
Customer and service requirements are identified and translated into appropriate service arrangements.
Service Design and Transition
New or changed services are planned, designed and transitioned in a controlled manner.
Service Delivery
Services are delivered through defined processes that support agreed requirements.
Relationship and Agreement Management
Customer relationships and service agreements are managed systematically.
Supplier Management
External providers that affect service delivery are appropriately controlled and monitored.
Incident and Problem Management
Incidents are managed systematically, while recurring or significant issues are investigated through problem-management activities.
Service Continuity and Availability
The organization establishes arrangements for maintaining or restoring services when disruption occurs.
Capacity Management
Service capacity is monitored and managed against current and expected requirements.
Performance Evaluation
The organization evaluates service performance and the effectiveness of its ITSMS.
Internal Audit
Internal audits provide a structured evaluation of the management system.
Management Review
Management periodically reviews the suitability, adequacy and effectiveness of the ITSMS.
Continual Improvement
The organization identifies and implements opportunities to improve services and the management system.
Key IT Service Management Processes
An effective ITSMS brings several service-management processes together.
Service Level Management
Service level management establishes and monitors agreed service expectations and performance.
Incident Management
Incident management provides a structured approach to restoring normal service following an incident.
Problem Management
Problem management investigates underlying causes and works to reduce recurring incidents.
Change Management
Change management controls changes to reduce service disruption and unintended consequences.
Configuration Management
Configuration management maintains appropriate information about relevant configuration items and relationships.
Service Continuity Management
Service continuity management supports the continued or timely restoration of services following disruption.
Availability Management
Availability management monitors and improves service availability against defined objectives.
Capacity Management
Capacity management helps ensure that available service resources can meet current and future requirements.
Supplier Management
Supplier management addresses third parties that affect service delivery.
Service Reporting
Service reporting provides management and customers with relevant information about service performance.
Monitoring and Measurement
Monitoring and measurement provide evidence about service performance and ITSMS effectiveness.
ISO 20000-1 Implementation in UAE
A successful ISO 20000-1 implementation in UAE should be based on the organization's actual services rather than generic documentation.
A practical implementation sequence is:
- Define the certification scope.
- Identify services and customers.
- Identify interested parties.
- Establish service requirements.
- Review existing ITSM processes.
- Conduct a gap assessment.
- Establish service-management objectives.
- Develop or improve required processes.
- Assign responsibilities.
- Train relevant personnel.
- Operate the ITSMS.
- Collect objective evidence.
- Conduct an internal audit.
- Perform management review.
- Address identified issues.
- Prepare for the certification audit.
The required effort depends on the organization's size, service complexity, existing processes, number of locations and management-system maturity.
ISO 20000-1 Certification Process in UAE
The ISO 20000-1 certification process in UAE normally follows a structured sequence from initial assessment through certification.
Initial Assessment
The organization's services and intended certification scope are reviewed.
Gap Assessment
Existing processes are compared with the applicable ISO 20000-1 requirements.
Implementation
Required processes, responsibilities and documented information are established.
Operation
The ITSMS is implemented in normal business operations.
Internal Audit
The organization evaluates its own system before external certification.
Management Review
Top management reviews ITSMS performance and improvement needs.
Certification Audit
An independent certification body assesses conformity with the applicable requirements.
Corrective Action
Any applicable nonconformities are addressed through the certification process.
Certification
The organization receives certification for the approved scope following successful completion of the process.
ISO 20000-1 Audit
An ISO 20000-1 audit evaluates whether the organization's service management system meets the applicable requirements and is implemented effectively within the certification scope.
Auditors may review evidence relating to:
- Service objectives
- Service-level agreements
- Incident records
- Problem records
- Change records
- Supplier controls
- Service availability
- Capacity
- Continuity
- Service reporting
- Performance indicators
- Internal audits
- Management reviews
- Continual improvement
The organization should therefore be prepared to demonstrate both documented arrangements and evidence of actual implementation.
ISO 20000-1 Certification Cost in UAE
The ISO 20000-1 certification cost in UAE depends on the organization and its certification scope.
Important cost factors can include:
- Number of employees
- Number of locations
- Number of services
- Service complexity
- ITSM maturity
- Existing management systems
- Certification scope
- Audit duration
- Certification body requirements
- Preparation required before certification
A small IT company with a narrow scope may have significantly different certification requirements from a large cloud provider, data-centre operator or managed service provider.
For this reason, an accurate quotation should be based on the organization's actual services and intended certification scope.
How Long Does It Take to Get ISO 20000-1 Certification in UAE?
The ISO 20000-1 certification time depends on organizational readiness.
Factors include:
- Existing ITSM processes
- Number of services
- Number of locations
- Organization size
- Service complexity
- Documentation maturity
- Availability of operational evidence
- Internal audit readiness
- Management involvement
- Corrective-action requirements
- Audit scheduling
An organization with established service-management processes may require less preparation than a business implementing an ITSMS for the first time.
The most efficient approach is to establish an appropriate scope and ensure the system is properly implemented before the certification audit.
UAE Regulations and ISO 20000-1
Organizations in the UAE may have obligations arising from laws, regulators, licences, customer contracts and tender requirements.
ISO 20000-1 provides a service-management framework. Applicable legal and regulatory requirements should be assessed separately according to the organization's sector and activities.
The ITSMS can nevertheless support operational areas that overlap with regulatory expectations, including service continuity, supplier management, incident management, change management, service monitoring and performance management.
Banks and Financial Institutions
The Central Bank of the UAE has requirements concerning outsourcing arrangements, including areas such as due diligence, governance, monitoring, cybersecurity, staffing and business continuity.
For technology suppliers serving financial institutions, an ITSMS can provide structured processes for service levels, incidents, changes, suppliers, continuity and performance.
The applicable CBUAE requirements should be assessed according to the nature and materiality of the outsourcing arrangement.
IT and Cloud Providers Serving Banks
Cloud providers, managed service providers and technology suppliers supporting financial institutions may face customer due diligence involving:
- Service reliability
- Service availability
- Cybersecurity
- Supplier management
- Continuity
- Performance monitoring
- Subcontracting
- Service-level commitments
An ISO 20000-1-based ITSMS can support the service-management component of such supplier requirements.
Payment Service Providers
Payment-related organizations can face specific requirements around outsourcing, supplier oversight, contractual arrangements and operational risk.
A structured ITSMS can help organize service delivery, supplier management, incidents, changes and continuity.
DIFC Financial Services Firms
DIFC financial organizations may fall under DFSA requirements concerning technology and cyber risk.
DFSA cyber-risk supervision addresses areas including third-party cyber risk, IT assets, change management, backup, continuous monitoring, incident response and recovery.
ISO 20000-1 can complement these operational activities by providing a structured service-management framework.
ADGM Financial Services Firms
Organizations regulated within ADGM may be subject to FSRA IT and cyber-risk requirements.
The FSRA Cyber Risk Management Rules became effective on 31 January 2026, integrating cyber-risk management into the broader risk-management framework.
Service management, third-party management, change, continuity and operational resilience can therefore be relevant parts of the wider technology-control environment.
Insurance and Takaful Organizations
Insurance and Takaful organizations depend on technology for customer services, claims, applications, communications and third-party services.
Applicable outsourcing, operational, cybersecurity and continuity requirements should be assessed according to the organization's regulatory environment.
An ITSMS can support structured service delivery, supplier management, availability, incident handling and continuity.
UAE Information Assurance
Organizations subject to applicable UAE information-assurance requirements may need controls involving information security, third-party management, change, monitoring, incident management and continuity.
ISO 20000-1 can complement these activities from a service-management perspective.
Telecommunications and Digital Services
Telecommunications and digital-service providers depend heavily on service availability, network performance, controlled changes, incident handling and customer communication.
ISO 20000-1 can provide a structured approach for managing these service activities.
Government IT Suppliers
Government technology suppliers may encounter tender and prequalification requirements involving IT service management, information security, business continuity, technical capability or other qualifications.
Whether ISO 20000-1 is specifically required depends on the relevant tender or customer requirement.
Who Needs ISO 20000-1 Certification?
ISO 20000-1 can be relevant to a wide range of technology and service organizations.
IT Companies
IT service providers can use ISO 20000-1 to formalize service delivery and support processes.
Managed Service Providers
MSPs can use an ITSMS to establish consistent service-management processes across customer environments.
Cloud Service Providers
Cloud providers can apply ISO 20000-1 to service availability, capacity, incidents, changes, continuity and service-level management.
Software and SaaS Companies
SaaS businesses can use service-management processes to support reliable ongoing services and customer support.
Data Centres
Data-centre operators can apply service-management controls to availability, capacity, maintenance and continuity.
Telecommunications Companies
Telecommunications organizations can use service-management processes to support technology operations and service performance.
System Integrators
System integrators providing ongoing support can use ISO 20000-1 to establish consistent service-management practices.
IT Outsourcing Companies
Outsourcing providers can use certification to demonstrate a structured approach to ongoing service delivery.
Government Technology Suppliers
Government technology suppliers may consider certification where ISO 20000-1 forms part of procurement, prequalification or customer requirements.
ISO 20000-1 Certification in Dubai
Dubai has a significant concentration of technology companies, financial institutions, cloud providers, managed service providers, software companies, data centres and government suppliers.
Organizations operating in or serving areas such as:
- Dubai Internet City
- Dubai Silicon Oasis
- Dubai International Financial Centre
- Jebel Ali
- Dubai CommerCity
- Other technology and business zones
may consider ISO 20000-1 where structured service management is relevant to their operations or customer requirements.
The certification scope should be based on the actual services being managed.
ISO 20000-1 Certification in Abu Dhabi
Abu Dhabi has a substantial technology, government, financial and industrial ecosystem.
Organizations providing services to government entities, financial institutions, energy companies and large enterprises may encounter requirements relating to service reliability, supplier management, continuity and IT governance.
An appropriately defined ISO 20000-1 scope can help demonstrate a structured approach to IT service management.
ISO 20000-1 Certification Across the UAE
Organizations throughout the UAE can pursue ISO 20000-1 certification according to their service-management requirements.
This includes businesses operating in:
- Sharjah
- Ajman
- Ras Al Khaimah
- Fujairah
- Umm Al Quwain
The certification principles remain the same, although customer expectations, contracts, services and operating environments may differ.
ISO 20000-1 Certification in UAE Free Zones
Technology companies operating in UAE free zones may use ISO 20000-1 certification to support customer assurance and supplier qualification.
Relevant technology and commercial locations include:
- Dubai Internet City
- Dubai Silicon Oasis
- DIFC
- Abu Dhabi Global Market
- Jebel Ali Free Zone
- Abu Dhabi technology and industrial areas
- Sharjah technology and industrial areas
- Other UAE free zones
Free-zone status does not by itself determine whether ISO 20000-1 certification is required. The organization's activities, customers, contracts and applicable requirements should be considered.
ISO 20000-1 and ITIL
ISO 20000-1 and ITIL are related but different.
ISO 20000-1 specifies requirements for a Service Management System that can be independently assessed for conformity.
ITIL provides guidance and practices for managing IT-enabled services.
An organization can use ITIL practices when implementing an ISO 20000-1 ITSMS.
However, implementing ITIL is not the same as obtaining ISO 20000-1 certification.
ISO 20000-1 vs ISO 27001
ISO 20000-1 and ISO 27001 address different management-system objectives.
ISO 20000-1 focuses on service management.
ISO 27001 focuses on information security management.
ISO 20000-1 covers areas such as:
- Service levels
- Service delivery
- Incidents
- Problems
- Changes
- Suppliers
- Availability
- Capacity
- Service continuity
ISO 27001 focuses on managing information-security risks through an Information Security Management System.
Technology companies may need both standards where service management and information security are important requirements.
ISO 20000-1 and ISO 27001 Integration
Organizations can integrate ISO 20000-1 and ISO 27001 where processes overlap.
Examples include:
- Change management
- Incident management
- Supplier management
- Business continuity
- Internal audit
- Management review
- Corrective action
- Continual improvement
An integrated approach can reduce duplicated processes while maintaining the separate objectives of each standard.
ISO 20000-1 for Cloud Service Providers
Cloud providers operate services where availability, performance and responsiveness directly affect customers.
ISO 20000-1 can help structure:
- Cloud service availability
- Capacity management
- Incident management
- Problem management
- Change management
- Customer requirements
- Service-level agreements
- Supplier management
- Continuity
- Performance monitoring
For cloud providers serving regulated customers, the ITSMS can form part of a wider technology governance and risk-management environment.
ISO 20000-1 for Managed Service Providers
Managed service providers often manage multiple customers with different service-level requirements.
An ITSMS can establish a consistent framework for:
- Customer onboarding
- Service-level management
- Incident escalation
- Problem management
- Change control
- Service reporting
- Supplier management
- Performance monitoring
- Continual improvement
This can be particularly useful when enterprise customers conduct supplier assessments.
ISO 20000-1 for Data Centres
Data-centre services depend on availability, capacity, infrastructure management, maintenance and continuity.
An ISO 20000-1 ITSMS can connect technical operations with service objectives and customer commitments.
Relevant processes can include:
- Availability management
- Capacity management
- Incident management
- Change management
- Service continuity
- Supplier management
- Service reporting
ISO 20000-1 for Software and SaaS Companies
SaaS organizations deliver ongoing services rather than simply selling software.
Customers may expect:
- Reliable availability
- Defined support
- Incident response
- Controlled releases
- Service-level commitments
- Problem resolution
- Service reporting
ISO 20000-1 can provide a structured management-system framework for these activities.
ISO 20000-1 for Government IT Suppliers
Technology suppliers targeting government contracts may encounter requirements concerning service management, information security, business continuity, technical capability and qualified personnel.
ISO 20000-1 can address the service-management component where required by the relevant procurement or customer.
Tender requirements should always be reviewed individually because requirements can differ between government authorities and projects.
Benefits of ISO 20000-1 Certification
Organizations may pursue ISO 20000-1 certification for operational, customer and commercial reasons.
Consistent Service Delivery
Defined service-management processes can reduce dependence on informal practices.
Improved Incident Management
Structured incident processes support consistent response and restoration.
Better Change Control
Controlled changes can reduce avoidable service disruption.
Stronger Supplier Management
Defined supplier processes can improve oversight of external service providers.
Improved Service Visibility
Performance measurement and reporting provide management with clearer information about service delivery.
Customer Confidence
Certification can provide independently assessed evidence of a structured service-management system.
Tender and Procurement Support
Where ISO 20000-1 is included in customer or tender requirements, certification can support supplier qualification.
Continual Improvement
The management-system structure provides a framework for systematically improving services and processes.
ISO 20000-1 Certification Body and Accreditation Considerations
Selecting an appropriate certification body is an important part of the certification process.
Organizations should consider:
- Certification competence
- Relevant accreditation
- Certification scope
- Auditor competence
- Recognition in target markets
- Audit methodology
- Surveillance arrangements
- Customer acceptance
- Government tender requirements
If certification is intended for a regulated customer or government contract, the organization's procurement requirements should be checked before selecting the certification body.
How to Prepare for ISO 20000-1 Certification
Before applying for certification, an organization should ideally:
- Define its ITSMS scope.
- Identify services and customers.
- Identify applicable requirements.
- Review existing ITSM processes.
- Conduct a gap assessment.
- Establish service objectives.
- Develop required processes.
- Assign responsibilities.
- Train personnel.
- Operate the ITSMS.
- Collect objective evidence.
- Conduct an internal audit.
- Complete management review.
- Address identified issues.
- Prepare for the certification audit.
The objective should not be to create paperwork solely for the auditor. The ITSMS should reflect the organization's actual service-management practices.
ISO 20000-1 Certification and Customer Requirements
For many technology companies, customer requirements are a major reason for obtaining certification.
Enterprise customers may ask:
- How are incidents managed?
- How are changes controlled?
- How are service levels monitored?
- How is availability measured?
- How are suppliers controlled?
- How are major service disruptions handled?
- How are recurring problems investigated?
- How is service performance reported?
An ISO 20000-1-certified ITSMS can provide structured processes for addressing these questions.
Why the ISO 20000-1 Certification Scope Matters
The certification scope determines what the certificate actually covers.
A technology company may provide many services but choose a defined scope covering only particular services or organizational activities.
Examples include:
- Managed cloud services
- IT infrastructure support
- Data-centre operations
- SaaS services
- Service desk operations
- Managed network services
- IT outsourcing
A well-defined scope should be clear, realistic and supported by objective evidence.
ISO 20000-1 as Part of a Broader Management-System Strategy
Technology organizations may operate several management systems according to their business requirements.
These can include:
- ISO 9001 for quality management
- ISO 27001 for information security
- ISO 22301 for business continuity
- ISO 27701 for privacy information management
- ISO 20000-1 for service management
Where appropriate, organizations can integrate shared processes such as internal audit, management review, corrective action, risk management and continual improvement.
This can reduce duplication while maintaining the distinct objectives of each standard.
Why Choose SCS Certification for ISO 20000-1 Certification in UAE?
Organizations seeking ISO 20000-1 certification in UAE need an approach aligned with their actual IT service environment.
SCS Certification can assist organizations in understanding the certification requirements, defining an appropriate ITSMS scope and progressing through the certification process.
The certification approach can take into consideration:
- Organization size
- Service scope
- Number of locations
- Service complexity
- Existing management systems
- Customer requirements
- Certification objectives
The final certification scope should accurately represent the services and activities the organization intends to have assessed.
Get ISO 20000-1 Certification in UAE with SCS
If your organization provides IT services, cloud services, managed services, software, SaaS, data-centre operations, telecommunications services, IT outsourcing or technology support, ISO 20000-1 can provide a structured framework for managing service delivery.
SCS Certification can assist organizations seeking ISO 20000-1 certification in UAE, including businesses operating in Dubai, Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Fujairah and Umm Al Quwain.
Whether your objective is customer assurance, supplier qualification, government procurement, stronger IT service management or integration with other ISO management systems, the appropriate starting point is to define the certification scope and assess your current ITSMS.
Contact SCS Certification to discuss ISO 20000-1 certification in UAE and determine the appropriate certification scope for your organization.
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