ISO/IEC TR 20000-11:2015 Preview

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

The electronic version of this International Standard can be downloaded from the ISO/IEC Information Technology Task Force (ITTF) web site

ISO/IEC TR 20000-11:2015 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.


General information

  • Current status : Published
    Publication date : 2015-12
  • Edition : 1
    Number of pages : 47
  • :
    ISO/IEC JTC 1/SC 40
    IT Service Management and IT Governance
  • 03.080.99
    Other services
    35.020
    Information technology (IT) in general

Buy this standard

Format Language
Paper
  • CHF158

Got a question?

Check out our FAQs


Customer care
+41 22 749 08 88

Opening hours:
Monday to Friday - 09:00-12:00, 14:00-17:00 (UTC+1)