ISO/IEC TR 20000-11:2015 

Information technology - Service management - Part 11: Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: ITIL®

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Abstract

ISO/IEC TR 20000-11:2015 is a Technical Report that provides guidance on the relationship between ISO/IEC 20000-1:2011 and a commonly used service management framework, ITIL. It can be used by any organization or person wishing to understand how ITIL can be used with ISO/IEC 20000-1:2011, including:
a) a service provider that has demonstrated or intends to demonstrate conformity to the requirements specified in ISO/IEC 20000-1:2011 and is seeking guidance on the use of ITIL to establish and improve an SMS and the services;
b) a service provider that already uses ITIL and is seeking guidance on how ITIL can be used to support efforts to demonstrate conformity to the requirements specified in ISO/IEC 20000-1:2011;
c) an assessor or auditor who wishes to understand the use of ITIL as support to achieve the requirements specified in ISO/IEC 20000-1:2011.

The correlations provided in this part of ISO/IEC 20000 are for ISO/IEC 20000-1:2011 and ITIL-2011.

Clause 4 describes how ITIL can support the demonstration of conformity to ISO/IEC 20000-1:2011. Clause 5 relates chapters in ITIL to clauses in ISO/IEC 20000-1:2011. The tables in Annex A and Annex B relate terms, clauses and processes in ISO/IEC 20000-1:2011 to ITIL.

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Additional information

Publication typeTechnical Report
Publication date2015-12-15
Edition1.0
Available language(s)English
TC/SCISO/IEC JTC 1/SC 40 - IT Service Management and IT Governancerss
ICS03.080.99 - Other services
35.020 - Information technology (IT) in general
Pages47
File size691 KB

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