ISO/IEC TS 20000-11:2021 PDF

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.