ISO/IEC TS 20000-11:2021

TECHNICAL ISO/IEC TS
SPECIFICATION 20000-11
First edition
2021-08
Information technology — Service
management —
Part 11:
Guidance on the relationship
between ISO/IEC 20000-1 and service
management frameworks: ITIL®
Technologies de l'information — Gestion des services —
Partie 11: Recommandations sur la relation entre l'ISO/IEC 20000-1
et les référentiels de gestion de service: ITIL®
Reference number
©
ISO/IEC 2021
© ISO/IEC 2021
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ii © ISO/IEC 2021 – All rights reserved

Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 ISO/IEC 20000–1 and ITIL 4 . 2
4.1 Introduction to ISO/IEC 20000–1 . 2
4.2 Introduction to ITIL 4. 3
4.2.1 General. 3
4.2.2 The four dimensions model. 3
4.2.3 The ITIL service value system . 4
4.2.4 Governance . 4
4.2.5 Continual improvement . 5
4.2.6 The ITIL guiding principles . 5
4.2.7 The ITIL service value chain . 6
4.2.8 The ITIL practices . 7
4.2.9 Value streams . 8
4.3 Relationship between ISO/IEC 20000–1 and ITIL . 8
5 Correlation of ITIL to ISO/IEC 20000–1 . 9
5.1 General . 9
5.2 ITIL Foundation – ITIL 4 Edition . 9
5.3 ITIL 4: Drive Stakeholder Value . 9
5.4 ITIL 4: Direct, Plan and Improve . 9
5.5 ITIL 4: Create, Deliver and Support . 9
5.6 ITIL 4: High-velocity IT .10
5.7 ITIL 4: Digital and IT Strategy .10
5.8 ITIL Practice Guides .10
Annex A (informative) Correlation of ISO/IEC 20000–1:2018 to ITIL 4 Terms and definitions .11
Annex B (informative) Correlation of ISO/IEC 20000–1:2018 clauses to ITIL 4 .30
Bibliography .53
© ISO/IEC 2021 – All rights reserved iii

Foreword
ISO (the International Organization for Standardization) and IEC (the International Electrotechnical
Commission) form the specialized system for worldwide standardization. National bodies that are
members of ISO or IEC participate in the development of International Standards through technical
committees established by the respective organization to deal with particular fields of technical
activity. ISO and IEC technical committees collaborate in fields of mutual interest. Other international
organizations, governmental and non-governmental, in liaison with ISO and IEC, also take part in the
work.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for
the different types of document should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives or www .iec .ch/ members
_experts/ refdocs).
Attention is drawn to the possibility that some of the elements of this document may be the subject
of patent rights. ISO and IEC shall not be held responsible for identifying any or all such patent
rights. Details of any patent rights identified during the development of the document will be in the
Introduction and/or on the ISO list of patent declarations received (see www .iso .org/ patents) or the IEC
list of patent declarations received (see patents.iec.ch).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO's adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see www .iso .org/
iso/ foreword .html. In the IEC, see www .iec .ch/ understanding -standards.
This document was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology,
Subcommittee SC 40, IT Service Management and IT Governance.
This second edition cancels and replaces the first edition (ISO/IEC TR 20000-11:2015), which has been
technically revised.
The main changes compared to the previous edition are as follows:
— Updates based on the release of ISO/IEC 20000-1:2018;
— Updates based on the release of ITIL 4.
A list of all parts in the ISO/IEC 20000 series can be found on the ISO and IEC websites.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www .iso .org/ members .html and www .iec .ch/ national
-committees.
iv © ISO/IEC 2021 – All rights reserved

Introduction
This document can assist readers in relating the requirements specified in ISO/IEC 20000–1 to guidance
1)
in one of the most commonly used service management frameworks, ITIL . Organizations can refer
to this guidance as a cross-reference to help them plan and implement a service management system
(SMS).
ISO/IEC 20000–1 specifies requirements for a service management system. ISO/IEC 20000–1 can be
used in different ways, including:
a) as a source of requirements for organizations on the planning, design, transition, delivery and
improvement of services and service management capabilities;
b) to establish a consistent approach for an organization and all other parties involved in the service
lifecycle;
c) as a basis to assess, measure and report an organization’s service provision and service management
capabilities;
d) as a set of criteria for audit and assessment of an organization’s SMS, including service management
processes.
ISO/IEC 20000–1 specifies an integrated process approach where the organization establishes,
implements, maintains and continually improves a service management system (SMS). The services
can be delivered to internal or external customers or a combination of both. Other parts of the
ISO/IEC 20000 series provide supporting guidance.
ITIL is introduced in the ITIL® Foundation – ITIL 4 Edition publication as:
“ITIL has led the ITSM industry with guidance, training and certification (qualifications) programmes
for more than 30 years. ITIL 4 brings ITIL up to date by reshaping most of the established ITSM (IT
service management) practices in the wider context of customer experience, value streams, and digital
transformation, as well as embracing new ways of working, such as Lean, Agile and DevOps.”
“ITIL 4 provides the guidance organizations need to address new service management challenges and utilize
the potential of modern technology. It is designed to use a flexible, coordinated and integrated system for
the effective governance and management of IT-enabled services.”
AXELOS has agreed on the development of this document. ITIL, including the ITIL manuals, is owned by
AXELOS.
Organizations can implement and improve their SMS using the requirements specified in ISO/IEC 20000–
1, the guidance in the other parts of the ISO/IEC 20000 series and ITIL. Both the ISO/IEC 20000 series
and ITIL provide guidance to plan, design, transition, deliver and improve services that create value to
the business and its customers. An organization can adopt ITIL guidance to support the management
of their services in alignment with the requirements specified in ISO/IEC 20000–1. Other guidance can
also be used to support ISO/IEC 20000–1.
1) ITIL® is a registered trade mark and product owned by AXELOS Limited. This information is given for the
convenience of users of this document and does not constitute an endorsement by ISO or IEC of the product named.
Equivalent products may be used if they can be shown to lead to the same results.
© ISO/IEC 2021 – All rights reserved v

TECHNICAL SPECIFICATION ISO/IEC TS 20000-11:2021(E)
Information technology — Service management —
Part 11:
Guidance on the relationship between ISO/IEC 20000-1
and service management frameworks: ITIL®
1 Scope
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.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content
constitutes requirements of this document. For dated references, only the edition cited applies. For
undated references, the latest edition of the referenced document (including any amendments) applies.
ISO/IEC 20000-1:2018, Information technology — Service management — Part 1: Service management
system requirements
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO/IEC 20000-1 apply.
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at http:// www .electropedia .org/
© ISO/IEC 2021 – All rights reserved 1

4 ISO/IEC 20000–1 and ITIL 4
4.1 Introduction to ISO/IEC 20000–1
ISO/IEC 20000-1 specifies requirements for establishing, implementing, maintaining and continually
improving a service management system (SMS). An SMS supports the management of the service
lifecycle, including the planning, design, transition, delivery and improvement of services, which
meet agreed requirements and deliver value for customers, users and the organization delivering the
services. The organization in the scope of the SMS can be a whole or part of a larger organization and
can also be known as the service provider.
ISO/IEC 20000-1 is intentionally independent of specific guidance. The organization can use a
combination of generally accepted frameworks (e.g. ITIL) and its own experience. Appropriate tools for
service management can be used to support the SMS.
All requirements specified in ISO/IEC 20000-1 are generic and are intended to be applicable to all
organizations, regardless of the organization’s type or size, or the nature of the services delivered.
While it can be used ‘regardless of the organization’s type or size, or the nature of the services
delivered’, ISO/IEC 20000-1 has its roots in IT. It is intended for service management of services using
technology and digital information. The examples given in this document illustrate a variety of uses of
ISO/IEC 20000-1.
Exclusion of any of the requirements in ISO/IEC 20000-1:2018, Clauses 4 to 10, is not acceptable when
the organization claims conformity to ISO/IEC 20000-1, irrespective of the nature of the organization.
The organization cannot demonstrate conformity to the requirements specified in ISO/IEC 20000-1 if
other parties are used to provide or operate all services, service components or processes within the
scope of the SMS.
ISO/IEC 20000-10 includes the concepts for an SMS, the vocabulary used for the ISO/IEC 20000 series,
a description of each part of the series and related standards. The vocabulary is split into subclause 3.1
for terms common to management system standards, subclause 3.2 for terms specific to service
management used in ISO/IEC 20000-1 and subclause 3.3 for terms used in the rest of the ISO/IEC 20000
series. Subclauses 3.1 and 3.2 are the same as in ISO/IEC 20000-1.
Guidance is available in other parts of the ISO/IEC 20000 series in the form of :
— ISO/IEC 20000-2 (Guidance on the application of service management systems),
— ISO/IEC 20000-3 (Guidance on scope definition and applicability of ISO/IEC 20000-1),
— ISO/IEC 20000-5 (Exemplar implementation plan for ISO/IEC 20000-1),
— ISO/IEC 20000-6 (Requirements for bodies providing audit and certification of service management
systems) and
— ISO/IEC 20000-7 (Guidance on the Integration and Correlation of ISO/IEC 20000-1:2018 to
ISO 9001:2015 and ISO/IEC 27001:2013).
Figure 1 illustrates an SMS showing the clause content of ISO/IEC 20000-1.
2 © ISO/IEC 2021 – All rights reserved

Figure 1 — Service management system
4.2 Introduction to ITIL 4
4.2.1 General
ITIL 4 was published by AXELOS in 2019 as an evolution of previous versions. ITIL 4 has a new
architecture and scope. It aims to connect various approaches to the management of digital technology
into a holistic and comprehensive framework to address IT service management.
The key components of the ITIL 4 framework are the four dimensions model and the ITIL service value
system.
4.2.2 The four dimensions model
To support a holistic approach to service management, ITIL defines four dimensions that collectively
are critical to the effective and efficient delivery of value for customers and other stakeholders in the
form of products and services. The four dimensions are:
— Organizations and people: define the way an organization is managed, the roles and responsibilities
and authorities, and communication;
— Information and technology: define the information and knowledge necessary for the management
of services and the technologies required;
— Partners and suppliers: define an organization’s relationships with other organizations that are
involved in the services, including contracts and other agreements;
© ISO/IEC 2021 – All rights reserved 3

— Value streams and processes: define how the various parts of an organization work in an
integrated and coordinated way to enable value creation through the services.
The four dimensions represent perspectives which are relevant to the whole SVS, including the entirety
of the service value chain and all ITIL practices. The four dimensions are constrained or influenced
by external factors such as political, economic, social, technological, legal or environmental (PESTLE),
which are beyond the control of the service value system.
4.2.3 The ITIL service value system
The ITIL service value system (SVS) represents how the various components and activities of the
organization work together to facilitate value creation. ITIL calls this value co-creation, to indicate
that value is created together by the organization, its customers and other organizations in the service
relationship. The core components of the ITIL SVS, as shown in Figure 2, are:
— governance;
— continual improvement;
— the ITIL guiding principles;
— the ITIL service value chain;
— the ITIL practices.
Copyright © AXELOS Limited 2020. All rights reserved. Material is reproduced under licence from
AXELOS Limited.
Figure 2 — The ITIL Service Value System. Copyright © AXELOS Limited 2021. Used under
permission of AXELOS Limited. All rights reserved.
4.2.4 Governance
Governance is the means by which an organization is directed and controlled. The role and position of
governance in the ITIL SVS will vary depending on how the SVS is applied in an organization.
4 © ISO/IEC 2021 – All rights reserved

4.2.5 Continual improvement
Continual improvement is a recurring organizational activity performed at all levels to ensure that an
organization’s performance continually meets stakeholders’ (interested parties’) expectations. ITIL 4
supports continual improvement with the ITIL continual improvement model which includes the steps
shown in Figure 3.
Copyright © AXELOS Limited 2020. All rights reserved. Material is reproduced under licence from
AXELOS Limited.
Figure 3 — The ITIL Continual Improvement Model. Copyright © AXELOS Limited 2021. Used
under permission of AXELOS Limited. All rights reserved.
4.2.6 The ITIL guiding principles
The ITIL guiding principles are recommendations that can guide an organization in all circumstances,
regardless of changes in its goals, strategies, type of work or management structure. They are universal
and enduring and represent the core messages of ITIL and of service management, supporting successful
actions and good decisions of all types and at all levels. They can be used to guide organizations in
their work as they adopt a service management approach and adapt ITIL guidance to their own specific
needs and circumstances. The seven ITIL guiding principles are:
— Focus on value. Everything that the organization does needs to map, directly or indirectly, to value
for the stakeholders.
© ISO/IEC 2021 – All rights reserved 5

— Start where you are. Do not start from scratch and build something new without considering what
is already available to be leveraged.
— Progress iteratively with feedback. Do not attempt to do everything at once; organize the work
into smaller manageable segments for better results and ongoing improvement through feedback.
— Collaborate and promote visibility. Working together across boundaries produces results that
have greater acceptance, more relevance to objectives and increased likelihood of long-term success.
— Think and work holistically. No service, or element used to provide a service, stands alone. Taking
a holistic approach to service management includes establishing an understanding of how all the
parts of an organization work together in an integrated way.
— Keep it simple and practical. If a process, service, action or metric fails to provide value or produce
a useful outcome, eliminate it. Use the minimal number of steps to achieve the objective.
— Optimize and automate. Resources of all types, particularly human resources, should be used to
their best effect. Eliminate anything that is truly wasteful and use technology to achieve whatever
it is capable of. Human intervention should only happen where it really contributes value.
4.2.7 The ITIL service value chain
The central element of the SVS is the service value chain, an operating model which outlines the key
activities required to respond to demand and facilitate value realization through the creation and
management of products and services. The ITIL service value chain includes six value chain activities,
as shown in Figure 4:
— Plan: Ensure a shared understanding of the vision, current status and improvement direction of all
services in the organization;
— Improve: Ensure continual improvement of products, services and practices across all value chain
activities and the resources in the four dimensions of service management;
— Engage: Ensure transparency, continual engagement, good relationships and a good understanding
of stakeholder needs;
— Design and transition: Ensure that services continually meet stakeholder expectations for quality,
costs and time to market;
— Obtain/build: Ensure that service components are available when and where they are needed and
meet agreed specifications;
— Deliver and support: Ensure that services are delivered and supported to agreed specifications
and stakeholders’ expectations.
6 © ISO/IEC 2021 – All rights reserved

Copyright © AXELOS Limited 2020. All rights reserved. Material is reproduced under license from
AXELOS Limited.
Figure 4 — The ITIL Service Value Chain. Copyright © AXELOS Limited 2021. Used under
permission of AXELOS Limited. All rights reserved.
4.2.8 The ITIL practices
Practices are sets of organizational resources designed for performing work or accomplishing an
objective. They consider resources required across each of the four dimensions of service management
for a more holistic approach to achieve a successful outcome. These are distinct from processes, which
are sets of interrelated or interacting activities that transform inputs into outputs. Processes define the
sequence of activities and their dependencies and can be part of practices within the value stream and
processes dimension. The ITIL SVS includes 14 general management practices, 17 service management
practices and three technical management practices, as shown in Table 1.
© ISO/IEC 2021 – All rights reserved 7

Table 1 — ITIL management practices
General management practic- Service management prac- Technical management prac-
es tices tices
Architecture management Availability management Deployment management
Continual improvement Business analysis Infrastructure and platform
management
Information security manage- Capacity and performance
ment management Software development and
management
Knowledge management Change enablement
Measurement and reporting Incident management
Organizational change manage- IT asset management
ment
Monitoring and event manage-
Portfolio management ment
Project management Problem management
Relationship management Release management
Risk management Service catalogue management
Service financial management Service configuration manage-
ment
Strategy management
Service continuity management
Supplier management
Service design
Workforce and talent manage-
ment Service desk
Service level management
Service request management
Service validation and testing
4.2.9 Value streams
A value stream is a series of steps an organization undertakes to create and deliver products and
services to consumers. These steps can be seen as journeys through the six value chain activities for
specific scenarios or types of demand. They use resources of the service provider and the service
consumers to generate required outputs, such as resolving an incident or designing a new service.
4.3 Relationship between ISO/IEC 20000–1 and ITIL
ISO/IEC 20000–1 and ITIL are not based on each other, but they have features in common and there
are relationships between the two. There is a strong correlation between most of the ISO/IEC 20000-1
requirements and ITIL guidance. Refer to Annex B for detailed correlation.
Using ISO/IEC 20000–1 and ITIL together can support organizations intending to implement and derive
the benefits from service management. For organizations that wish to demonstrate conformity with
the requirements specified in ISO/IEC 20000–1, ITIL can be a starting point. Implementation teams can
take the basic principles and approaches suggested by ITIL and adapt the framework to their service
management objectives, organizational structure, existing roles and culture, ensuring that they meet
the requirements of ISO/IEC 20000-1. For example, ITIL is a source of guidance that can be used to meet
the requirements in ISO/IEC 20000-1:2018, Clause 8 and other clauses.
As ISO/IEC 20000-1 specifies the critical aspects of service management, it can be used as an approach
to navigate through the critical parts of service management frameworks such as ITIL. This can be
achieved by looking at the ISO/IEC 20000 requirements and guidance before examining the more
detailed guidance that can be found in the framework(s) of choice. This approach can therefore
help organizations to identify and establish a solid foundation for service management that can be
continually improved. Once the processes have been implemented, the organization can conduct a gap
analysis to see what improvements can be implemented.
8 © ISO/IEC 2021 – All rights reserved

Continual improvement projects can include modifying or updating documented processes. Using the
correlations in the annexes of this document, the ITIL framework can be mapped to ISO/IEC 20000–
1 requirements. By carefully reviewing and analysing relevant sections of the ITIL framework,
an organization can better understand how to design, integrate or improve the ISO/IEC 20000–1
requirement in question. The organization can also use ITIL to consider and prioritize possible
improvements to existing practices.
5 Correlation of ITIL to ISO/IEC 20000–1
5.1 General
There are six ITIL 4 publications covering its basic model and its ITIL Specialist, ITIL Strategist and ITIL
Leader modules.
5.2 ITIL Foundation – ITIL 4 Edition
ITIL Foundation – ITIL 4 Edition covers the ITIL service management framework. It explains key concepts
of service management, the four dimensions of service management, the ITIL service value system and
the ITIL management practices.
This publication correlates with various clauses of ISO/IEC 20000-1:2018, including Clause 4: The
organization and its context; Clause 6: Risks and opportunities; Clause 8: Various service management
practices; and Clause 10: Continual improvement.
5.3 ITIL 4: Drive Stakeholder Value
ITIL 4: Drive Stakeholder Value provides guidance on establishing, maintaining and developing effective
service relationships at appropriate levels. It covers seven steps of the “customer journey”: explore,
engage, offer, agree, onboard, co-create and realize.
This publication correlates with various parts of ISO/IEC 20000-1:2018, including Clause 4: Interested
parties; Clause 5: Leadership; Clause 6: Risks and opportunities and objectives; Clause 7: Communication;
Clause 8: Various service management practices; and Clause 9: Monitoring and measurements, internal
audit, management review and service reporting.
5.4 ITIL 4: Direct, Plan and Improve
ITIL 4: Direct, Plan and Improve helps to align service management with modern business requirements;
drive successful organizational transformation; and embed continual improvement into an
organization. It covers strategy and direction, assessment and planning, measurement and reporting,
continual improvement, communication and organizational change management and developing a
service value system.
This publication correlates with various parts of ISO/IEC 20000-1:2018, including Clause 5: Leadership;
Clause 6: Risk and opportunities, objectives, plan the SMS; Clause 7: Communication; Clause 8: Various
service management practices; Clause 9: Monitoring and measurement, internal audit; and Clause 10:
Continual improvement.
5.5 ITIL 4: Create, Deliver and Support
ITIL 4: Create, Deliver and Support addresses the cultural and team management aspects of service
management. It provides an overview of tools and technologies which support service management and
demonstrates how to integrate service management practices into end-to-end value streams. It covers
team development, the use of technology to support services, value streams and supplier management.
© ISO/IEC 2021 – All rights reserved 9

This publication correlates with various parts of ISO/IEC 20000-1:2018, including Clause 7: Resources,
competence and knowledge; Clause 8: Various service management practices; and Clause 9: Monitoring
and measurement.
5.6 ITIL 4: High-velocity IT
ITIL 4: High-velocity IT addresses the specifics of digital transformation and helps organizations to
evolve towards a convergence of business and technology or to establish a new digital organization. It
covers digital technology, organizations and transformation; high-velocity IT culture; and high-velocity
IT techniques.
This publication correlates with various parts of ISO/IEC 20000-1:2018, including Clause 7: Resources;
Clause 8: Various service management practices; and Clause 10: Continual improvement.
5.7 ITIL 4: Digital and IT Strategy
ITIL 4: Digital and IT Strategy examines the role of strategy within a digitally-enabled organization. It
provides an overview of the capabilities needed to compete in a digital world, as well as suggestions
about how organizations can evaluate new technology and its potential for competitive differentiation.
It follows the ITIL continual improvement model to develop a digital strategy and covers digital
leadership, innovation and managing risk.
This publication correlates with various parts of ISO/IEC 20000-1:2018, including Clause 4:
Organization and its context, interested parties; Clause 6: Risk and opportunity; Clause 7: Competence,
communication; Clause 8: Various service management practices; Clause 9: Monitoring and
measurement; and Clause 10: Continual improvement.
5.8 ITIL Practice Guides
The ITIL Practice Guides provide guidance on the general management practices, service management
practices and technical practices that are sets of organizational resources designed for performing
work or accomplishing an objective. Guidance in the practice guides correlates with various parts
of ISO/IEC 20000-1:2018, especially Clause 8: Various service management practices, and Clause 10:
Continual improvement.
10 © ISO/IEC 2021 – All rights reserved

Annex A
(informative)
Correlation of ISO/IEC 20000–1:2018 to ITIL 4 Terms and
definitions
This annex provides a comparison of the terms and definitions used in ISO/IEC 20000–1:2018 and
those in ITIL 4 publications. Note that each of the ITIL 4 publications have their own glossaries,
with occasionally different definitions of the same terms. In addition, some ITIL 4 publications have
definitions in other places than the glossaries. This comparison is shown in Table A.1 below.
Most words used in ISO/IEC 20000–1 are not formally defined. In accordance with ISO Directives,
undefined words use their common English dictionary definitions. This use of common English
dictionary definitions in ISO/IEC 20000–1 facilitates understanding and translation across
many languages and cultures. The correlation of words specifically defined in ITIL 4 to words in
ISO/IEC 20000–1 used with a common English dictionary definition is in Table A.2.
Both the definitions in ITIL and the definitions in ISO/IEC 20000–1 are worded to apply to service
management in general.
Quotations from ITIL are exact and include some rare uses of “must”, which is not normally found in ISO
documents.
The capitalization of ISO/IEC 20000–1 text is based on normal ISO editorial rules. The capitalization of
ITIL text is that used in ITIL.
NOTE The ITIL 4 publications are abbreviated as follows:
— ITIL 4 Foundation – F;
— ITIL 4 Drive Stakeholder Value – DSV;
— ITIL 4 Direct Plan Improve – DPI;
— ITIL 4 Create, Deliver and Support – CDS;
— ITIL 4 High-Velocity IT – HVIT;
— ITIL 4 Digital & IT Strategy – DITS;
— ITIL 4 Practice Guides – PG.
© ISO/IEC 2021 – All rights reserved 11

12 © ISO/IEC 2021 – All rights reserved
Table A.1 — Correlation of ISO/IEC 20000–1:2018 terms to ITIL 4 definitions
ISO/IEC 20000-1:2018 Entry ITIL 4 Entry Comment
3.1.1 audit None ITIL 4 does not define audit, however, it describes an
audit as an independent assessment of management
systematic, independent and documented process for obtaining audit evidence
performance and conformance [DPI].
and evaluating it objectively to determine the extent to which the audit criteria are
fulfilled
Note 1 to entry: An audit can be an internal audit (first party) or an external audit
(second party or third party), and it can be a combined audit (combining two or more
disciplines).
Note 2 to entry: An internal audit is conducted by the organization itself, or by an
external party on its behalf.
Note 3 to entry: “Audit evidence” and “audit criteria” are defined in ISO 19011.
3.1.2 competence None Although competence is not defined in the ITIL Foun-
dation glossary, the word competencies is defined in
ability to apply knowledge and skills to achieve intended results
section 5.1.14 ”Workforce and talent management”
as the combination of observable and measura-
ble knowledge, skills, abilities and attitudes that
contribute to enhanced employee performance and
ultimately result in organizational success.
3.1.3 conformity None
fulfilment of a requirement
Note 1 to entry: Conformity relates to requirements in this document as well as the
organization’s SMS requirements.
Note 2 to entry: The original Annex SL definition has been modified by adding Note
1 to entry.
3.1.4 continual improvement continual improvement practice [F] In ITIL 4, Continual improvement is the ongoing
improvement of the organization’s services, practices
recurring activity to enhance performance the practice of aligning an organization’s practices and
and all other elements required for the provision of
services with changing business needs through the
services.
ongoing identification and improvement of all elements
involved in the effective management of products and
services.
3.1.5 corrective action None
action to eliminate the cause or reduce the likelihood of recurrence of a detected
nonconformity or other undesirable situation
a
Note 1 to entry: The original Annex SL definition has been changed. from “action to
eliminate the cause of a nonconformity and to prevent recurrence”.
a
Annex SL is the high-level structure for management system standards.

© ISO/IEC 2021 – All rights reserved 13
Table A.1 (continued)
ISO/IEC 20000-1:2018 Entry ITIL 4 Entry Comment
3.1.6 documented information None
information required to be controlled and maintained by an organization and the
medium on which it is contained
EXAMPLE Policies, plans, process descriptions, procedures, service level agree-
ments, contracts.
Note 1 to entry: Documented information can be in any format and media and from
any source.
Note 2 to entry: Documented information can refer to:
– the management system, including related processes;
– information created in order for the organization to operate (documentation);
– evidence of results achieved (records).
Note 3 to entry: The original Annex SL definition has been modified by adding exam-
ples.
3.1.7 effectiveness effectiveness [F]
extent to which planned activities are realized and planned results achieved a measure of whether the objectives of a practice, service
or activity have been achieved.
3.1.8 interested party stakeholder [F] Correlates with the relationship management
practice, which is the practice of establishing and
person or organization that can affect, be affected by, or perceive itself to be affected a person or organization that has an interest or involve-
nurturing links between the organization and its
by a decision or activity related to the SMS or the services ment in an organization, product, service, practice, or
stakeholders at a strategic and tactical level.
other entity.
Note 1 to entry: An interested party can be internal or external to the organization.
Note 2 to entry: Interested parties can include parts of the organization outside the
scope of the SMS, customers, users, community, external suppliers, regulators, public
sector bodies, nongovernment organizations, investors or employees.
Note 3 to entry: Where interested parties are specified in the requirements of this
document, the interested parties can differ depending on the context of the require-
ment.
Note 4 to entry: The original Annex SL definition has been modified by deleting the
admitted term "stakeholder", adding “related to the SMS or the services” to the defi-
nition and by adding Notes 1, 2 and 3 to entry.
a
Annex SL is the high-level structure for management system standards.

14 © ISO/IEC 2021 – All rights reserved
Table A.1 (continued)
ISO/IEC 20000-1:2018 Entry ITIL 4 Entry Comment
3.1.9 management system management system [F]
set of interrelated or interacting elements of an organization to establish policies interrelated or interacting elements that establish policy
and objectives and processes to achieve those objectives and objectives and enable the achievement of those
objectives.
Note 1 to entry: A management system can address a single discipline or several
disciplines.
Note 2 to entry: The management system elements include the organization’s
structure, roles and responsibilities, planning, operation, policies, objectives, plans,
processes and procedures.
Note 3 to entry: The scope of a management system may include the whole of the
organization, specific and identified functions of the organization, specific and
identified sections of the organization, or one or more functions across a group of
organizations.
Note 4 to entry: The original Annex SL definition has been modified by clarifying
that the system is a management system and listing further elements in Note 2 to
entry.
3.1.10 measurement measurement [Measurement and reporting PG]
process to determine a value a means of decreasing uncertainty based on one or more
observations that are expressed in quantifiable units.
measurement and reporting [F]
the practice of supporting good decision-making and
continual improvement by decreasing levels of uncer-
tainty.
3.1.11 monitoring monitoring [F] [Monitoring and event management In ITIL 4, monitoring correlates with the Monitoring
PG] and event management practice, which is the practice
determining the status of a system, a process or an activity
of systematically observing services and service
repeated observation of a system, practice, process, ser-
components and recording and reporting selected
Note 1 to entry: To determine the status there may be a need to check, supervise or
vice, or other entity to detect events and to ensure that
changes of state identified as events.
critically observe.
the current status is known.
3.1.12 nonconformity None
non-fulfilment of a requirement
Note 1 to entry: Nonconformity relates to requirements in this document as well as
the organization’s SMS requirements.
a
Annex SL is the high-level structure for management system standards.

© ISO/IEC 2021 – All rights reserved 15
Table A.1 (continued)
ISO/IEC 20000-1:2018 Entry ITIL 4 Entry Comment
3.1.13 objective None ITIL 4 does not define objective. However, it de-
scribes an objective as the outcome that an organiza-
result to be achieved
tion wants to accomplish. [F]
Note 1 to entry: An objective can be strategic, tactical, or operational.
Note 2 to entry: Objectives can relate to different disciplines (such as financial,
health and safety, service management and environmental goals) and can apply at
different levels (such as strategic, organization-wide, service,
...