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Standard

ISO/IEC TS 20000-11:2021

Historical draft

Note: This standard has a new edition: ISO/IEC TS 20000-11:2021

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Services

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.

Document information

  • Standard from ISO/IEC
  • Published:
  • Edition: 1
  • Document type: TS
  • Pages
  • Publisher ISO/IEC
  • Distributor ISO/IEC
  • ICS 03.080.99
  • ICS 35.020
  • ISO TC ISO/IEC JTC 1/SC 40

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