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
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
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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 th
...