International Organization for Standardization

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

Annotation

This part of ISO/IEC 20000 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;

c) 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;

d) 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.