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

ISO/IEC-20000-11 - 2ND EDITION - CURRENT
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This document provides guidance on the relationship between ISO/IEC 20000â..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 20000â..1, including:

a) an organization that has claimed or demonstrated or intends to claim or demonstrate conformity to the requirements specified in ISO/IEC 20000â..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 20000â..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 20000â..1.

Clause 4 describes how ITIL can support the demonstration of conformity to ISO/IEC 20000â..1. Clause 5 correlates the ITIL documents to requirements in ISO/IEC 20000â..1. The tables in Annex A correlate terms and clauses in ISO/IEC 20000â..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.

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Document Number

ISO/IEC TS 20000-11:2021

Revision Level

2ND EDITION

Status

Current

Publication Date

Aug. 1, 2021

Committee Number

ISO/IEC JTC 1/SC 40