ISO/IEC TS 20000-11:2021
Information technology - Service management - Part 11: Guidance on the relationship between ISO/IEC 20000-1 and service management frameworks: ITIL®
Abstract
This document provides guidance on the relationship between ISO/IEC 20000-1 and a commonly used service management framework, ITIL 4. It can be used by any organization or person wishing to understand how ITIL can be used with ISO/IEC 20000-1, including:
a) an organization that has claimed or demonstrated or intends to claim or demonstrate conformity to the requirements specified in ISO/IEC 20000-1 and is seeking guidance on the use of ITIL to establish and improve an SMS and the services;
b) an organization 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;
c) an assessor or auditor who wishes to understand the use of ITIL as a support in achieving the requirements specified in ISO/IEC 20000-1.
Clause 4 describes how ITIL can support the demonstration of conformity to ISO/IEC 20000–1. Clause 5 correlates the ITIL documents to requirements in ISO/IEC 20000–1. The tables in Annex A correlate terms and clauses in ISO/IEC 20000–1 to ITIL and vice versa; the tables in Annex B correlate clauses in ISO/IEC 20000-1 to the ITIL 4 publications and vice versa.
a) an organization that has claimed or demonstrated or intends to claim or demonstrate conformity to the requirements specified in ISO/IEC 20000-1 and is seeking guidance on the use of ITIL to establish and improve an SMS and the services;
b) an organization 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;
c) an assessor or auditor who wishes to understand the use of ITIL as a support in achieving the requirements specified in ISO/IEC 20000-1.
Clause 4 describes how ITIL can support the demonstration of conformity to ISO/IEC 20000–1. Clause 5 correlates the ITIL documents to requirements in ISO/IEC 20000–1. The tables in Annex A correlate terms and clauses in ISO/IEC 20000–1 to ITIL and vice versa; the tables in Annex B correlate clauses in ISO/IEC 20000-1 to the ITIL 4 publications and vice versa.
Look inside
Additional information
| Publication type | Technical Specification |
|---|---|
| Publication date | 2021-08-27 |
| Edition | 1.0 |
| Available language(s) | English |
| TC/SC | ISO/IEC JTC 1/SC 40 - IT service management and IT governance rss |
| ICS | 35.020 - Information technology (IT) in general
03.080.99 - Other services |
| Pages | 53 |
| File size | 2477 KB |
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