ISO/IEC TR 20000-11:2015

TECHNICAL ISO/IEC TR
REPORT 20000-11
First edition
2015-12-15
Information technology — Service
management —
Part 11:
Guidance on the relationship between
ISO/IEC 20000-1:2011 and service
management frameworks: ITIL®
Technologies de l’information — Gestion des services —
Partie 11: Relations entre ISO/IEC 20000-1:2011 et les référentiels de
gestion de service: ITIL®
Reference number
ISO/IEC TR 20000-11:2015(E)
©
ISO/IEC 2015

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ISO/IEC TR 20000-11:2015(E)

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ii © ISO/IEC 2015 – All rights reserved

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ISO/IEC TR 20000-11:2015(E)

Contents Page
Foreword .iv
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Use of ISO/IEC 20000–1:2011 and ITIL . 1
4.1 Introduction to ISO/IEC 20000–1:2011 . 1
4.2 Introduction to ITIL . 4
4.3 Relationship between ISO/IEC 20000–1:2011 and ITIL . 5
5 High-level correlation of ITIL to ISO/IEC 20000–1:2011 Clauses . 5
Annex A (informative) Correlation of ISO/IEC 20000–1:2011 to ITIL Terms and definitions .14
Annex B (informative) Correlation of ISO/IEC 20000–1:2011 clauses to ITIL–2011 .27
Bibliography .47
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ISO/IEC TR 20000-11:2015(E)

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. In the field of information technology, ISO and IEC have established a joint technical committee,
ISO/IEC JTC 1.
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).
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).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the meaning of ISO specific terms and expressions related to conformity
assessment, as well as information about ISO’s adherence to the WTO principles in the Technical
Barriers to Trade (TBT), see the following URL: Foreword — Supplementary information.
The committee responsible for this document is ISO/TC JTC 1, Information technology, Subcommittee
SC 40, IT Service Management and IT Governance.
ISO/IEC 20000 consists of the following parts, under the general title Information technology —
Service management:
— Part 1: Service management system requirements
— Part 2: Guidance on the application of service management systems
— Part 3: Guidance on scope definition and applicability of ISO/IEC 20000–1
— Part 4: Process reference model [Technical Report]
— Part 5: Exemplar implementation plan for ISO/IEC 20000–1
— Part 9: Guidance on the application of ISO/IEC 20000–1 to cloud services [Technical Report]
— Part 10: Concepts and terminology [Technical Report]
— Part 11: Guidance on the relationship between ISO/IEC 20000–1:2011 and service management
1)
, [Technical Report]
frameworks: ITIL®
The following parts are under preparation:
— Part 6: Requirements for bodies providing audit and certification of service management systems
— Part 8: Guidance on the application of service management systems for smaller organizations
1)   ITIL® is a registered trademark of AXELOS Limited. ITIL® is an example of a suitable product available
commercially. This information is given for the convenience of users of this document and does not constitute an
endorsement by ISO or IEC of this product.
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ISO/IEC TR 20000-11:2015(E)

— Part 12: Guidance on the relationship between ISO/IEC 20000–1:2011 and service management
2)
frameworks: CMMI-SVC® [Technical Report]
2)   CMMI® and CMMI-SVC® are registered trademarks of the CMMI Institute. This information is given for the
convenience of users of this document and does not constitute an endorsement by ISO or IEC of this product.
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ISO/IEC TR 20000-11:2015(E)

Introduction
This part of ISO/IEC 20000 can assist readers in relating the requirements specified in
ISO/IEC 20000–1:2011 to supporting text in one of the most commonly used service management
frameworks, ITIL. Service providers can refer to this guidance as a cross-reference between the two
documents to help them plan and implement a service management system (SMS).
A description of the purpose and content of both publications is followed by a table showing high-level
correlations between ITIL and clauses in ISO/IEC 20000–1:2011. Annex A provides a comparison of
terms and definitions. Annex B provides information on the ITIL text that correlates with requirement
clauses of ISO/IEC 20000–1:2011.
ISO/IEC 20000–1:2011 is the International Standard for service management and specifies
requirements which can be used as the basis of a conformity assessment. ISO/IEC 20000–1:2011 can be
used in different ways, including:
a) as a source of requirements for service providers on the design, transition, delivery and
improvement of services and service management capabilities;
b) to establish a consistent approach for an organization to use with all of its service providers,
including those in its supply chain;
c) as an unbiased basis to assess, measure and report service delivery and management capabilities
including performance of specific service management processes;
d) as a set of criteria for audit and assessment of a service provider’s SMS, including service
management processes.
ISO/IEC 20000–1:2011 specifies an integrated process approach when the service provider plans,
establishes, implements, operates, monitors, reviews, maintains and improves a service management
system (SMS). The services can be delivered to internal or external customers or a combination of
both. ISO/IEC 20000–1:2011 requires the application of the methodology known as “Plan–Do–Check–
Act” (PDCA) to all parts of the service management system (SMS) and the services. Other parts of
ISO/IEC 20000 provide supporting guidance.
ITIL is defined in the ITIL Glossary as:
“A set of best-practice publications for IT service management. Owned by Axelos, ITIL gives guidance on the
provision of quality IT services and the processes, functions and other capabilities needed to support them.
The ITIL framework is based on a service lifecycle and consists of five lifecycle stages (service strategy,
service design, service transition, service operation and continual service improvement), each of which has
its own supporting publication. There is also a set of complementary ITIL publications providing guidance
specific to industry sectors, organization types, operating models and technology architectures. See https://
www.axelos.com/best-practice-solutions/itil for more information.”
AXELOS has agreed on the development of this Technical Report. ITIL®, including the ITIL Glossary, is
owned by AXELOS.
ITIL is organized around a service lifecycle framework and provides detailed guidance gathered from
practical industry experience.
Service providers can implement and improve their SMS using the requirements specified in
ISO/IEC 20000–1:2011, the guidance in the other parts of ISO/IEC 20000 and ITIL. Both ISO/IEC 20000
and ITIL provide guidance to identify, plan, design, deliver and improve services that deliver value to
the business and its customers. A service provider can adopt ITIL processes to enable them to plan,
deliver and manage their services in alignment with the requirements specified in ISO/IEC 20000–
1:2011. Other guidance can also be used to support ISO/IEC 20000–1:2011.
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TECHNICAL REPORT ISO/IEC TR 20000-11:2015(E)
Information technology — Service management —
Part 11:
Guidance on the relationship between ISO/IEC 20000-
1:2011 and service management frameworks: ITIL®
1 Scope
This part of ISO/IEC 20000 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.
2 Normative references
The following document, in whole or in part, is normatively referenced in this document and is
indispensable for its application. For dated references, only the edition cited applies. For undated
references, the latest edition of the referenced document (including any amendments) applies.
ISO/IEC 20000–1:2011, 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 20000–1:2011 apply.
4 Use of ISO/IEC 20000–1:2011 and ITIL
4.1 Introduction to ISO/IEC 20000–1:2011
ISO/IEC 20000–1:2011 specifies requirements for an SMS that can be used for improvement,
benchmarking and as the basis for a conformity assessment of a service provider’s SMS.
ISO/IEC 20000–1:2011, Clause 4, specifies the general requirements for an SMS. In ISO/IEC 20000–
1:2011, Clauses 5 to 9, it specifies the requirements for the service management processes, as
shown in Table 1.
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ISO/IEC TR 20000-11:2015(E)

Table 1 — Service management processes in ISO/IEC 20000–1:2011
Process group Clause Process
— 5 Design and transition of new or changed services
Service-level management
Service reporting
Service continuity and availability management
Service delivery processes 6
Budgeting and accounting for services
Capacity management
Information security management
Business relationship management
Relationship processes 7
Supplier management
Incident and service request management
Resolution processes 8
Problem management
Configuration management
Control processes 9 Change management
Release and deployment management
ISO/IEC 20000–1:2011 requires the application of the methodology known as “Plan–Do–Check–Act”
(PDCA) to all parts of the service management system (SMS) and the services. Figure 1 illustrates
how the PDCA methodology can be applied to the SMS, including the service management processes
specified in ISO/IEC 20000–1:2011, Clauses 5 to 9 and the services.
Plan
Service
Management
System
Service
Management
Processes
Do Act
Services
Check
Figure 1 — PDCA methodology applied to service management
Figure 2 illustrates an SMS, including the service management processes. The service management
processes and the interfaces between them can be implemented in different ways by different service
providers. The nature of the relationship between a service provider and the customer, the business
objectives and the scope of the SMS will influence how the service management processes are implemented.
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ISO/IEC TR 20000-11:2015(E)

Customers Customers
Service Management System (SMS)
(and other (and other
interested Management responsibility Governance of processes interested
parties) parties)
operated by other parties
Establish the SMS
Documentation management
Resource management
Service Design and transition of new or changed services
Services
Requirements
Service delivery processes
Capacity management Service level Information security
management management
Service continuity and Service reporting Budgeting and
availability management accounting for services
Control processes
Configuration management
Change management
Release and deployment management
Resolution processes Relationship processes
Incident and service request Business relationship
management management
Problem management Supplier management
Figure 2 — Service management system
ISO/IEC 20000–1:2011 supports the integration of an SMS with other management systems in the
service provider’s organization. The adoption of an integrated process approach and a PDCA based
methodology enables the service provider to align or fully integrate multiple management system
standards. For example, an SMS can be integrated with a quality management system based on ISO 9001
or an information security management system based on ISO/IEC 27001.
ISO/IEC 20000 contains requirements in ISO/IEC 20000–1:2011 and guidance in other parts.
ISO/IEC 20000–2:2012 is an important reference for a service provider implementing the requirements
specified in ISO/IEC 20000–1:2011. Guidance on how an organization can implement ISO/IEC 20000–
1:2011 in phases is provided in ISO/IEC TR 20000–5. Guidance on how to define the scope of an
SMS and how to determine applicability to achieve conformity to the requirements specified in
ISO/IEC 20000–1:2011 is provided in ISO/IEC 20000–3:2012. Guidance is also provided in the other
parts of ISO/IEC 20000. The service provider can also use a combination of other guidance and its own
experience. One example of other guidance is ITIL.
To demonstrate conformity to ISO/IEC 20000–1:2011, the service provider should implement an SMS
that encompasses the following:
a) the SMS general requirements, specified in ISO/IEC 20000–1:2011, Clause 4, demonstrating
management commitment, governance of processes operated by other parties, management
of documentation and management of resources. These requirements include the operation of
continual improvement of the SMS using the PDCA methodology;
b) management of service lifecycles including the design, development and transition of new services,
changing services, closure of services or transfer of services to others in a controlled manner, as
specified in ISO/IEC 20000–1:2011, Clause 5;
c) for the service management processes specified in ISO/IEC 20000–1:2011, Clause 5 to 9, all
processes should be in place and their documented and measurable performance should
demonstrate conformance with the requirements detailed in these clauses.
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ISO/IEC TR 20000-11:2015(E)

4.2 Introduction to ITIL
ITIL provides guidance to service providers on the provision of services and on the processes,
functions and other capabilities needed to support the services. ITIL can be used to support the design,
development and implementation of service management processes as part of an SMS.
ITIL is a service management framework based on five ITIL core service lifecycle publications: Service
Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.
Each publication provides part of the guidance to support an integrated approach as required by
ISO/IEC 20000–1:2011.
ITIL does not contain requirements for use in a conformity assessment because it is a best–practice
framework and implementation should be customized to individual requirements. The use of ITIL
should be guided by the service provider’s service management policies, objectives and plans.
ITIL can be adapted to support various business environments, individual organizations and situations.
For example in larger organizations, a process or function can be performed across many departments
or several functions can be combined into one organizational unit, e.g. the service desk. In smaller
organizations one person can perform multiple functions or participate in multiple processes.
The 26 processes and four functions of ITIL are summarized in Table 2.
Table 2 — ITIL lifecycle stages, processes and functions
Lifecycle stages Processes Functions
Service Strategy Strategy management for IT services
Service portfolio management
Financial management for IT services
Demand management
Business relationship management
Service Design Design coordination
Service catalogue management
Service-level management
Availability management
Capacity management
IT service continuity management
Information security management
Supplier management
Service Transition Transition, planning and support
Change management
Service, asset and configuration management
Release and deployment management
Service validation and testing
Change evaluation
Knowledge management
Service Operation Event management Service desk
Incident management Technical management
Request fulfilment IT operations management
Problem management Application management
Access management
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ISO/IEC TR 20000-11:2015(E)

Table 2 (continued)
Lifecycle stages Processes Functions
Continual Service Improvement Seven-step improvement process
(CSI)
In ITIL, service reporting is not a process, but an activity to be carried out across many processes.
ITIL guidance covers how to define the roles and responsibilities required to undertake the processes
and activities involved in each lifecycle stage. The processes are primarily covered in connection with
one lifecycle stage but they are used across lifecycle stages. ITIL provides advice on defining roles
and assigning roles to individuals within an appropriate organization structure of teams, groups or
functions. One person can have more than one role.
The ITIL Service Operation publication defines four functions that illustrate how service management
can work in practice. The other core ITIL publications do not define any functions in detail but they
do rely on the technical and application management functions described in ITIL Service Operation.
Technical and application management provide the technical resources and expertise to support the
whole service lifecycle, and practitioner roles within a particular lifecycle stage can be performed by
members of these functions.
4.3 Relationship between ISO/IEC 20000–1:2011 and ITIL
ISO/IEC 20000–1:2011 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 ITIL–2011
guidance and requirements in ISO/IEC 20000–1:2011. Any differences are generally related to their
purpose, format, structure, style and detail.
Using ISO/IEC 20000–1:2011 and ITIL together can support service providers intending to implement
and derive the benefits from service management.
For service providers that wish to demonstrate conformance with the requirements specified in
ISO/IEC 20000–1:2011, 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. For example, ITIL is a source for identifying key
performance indicators for processes. As improvements are implemented, the ITIL framework can be
used for ideas on measures and performance indicators to expand the SMS measurement and reporting
capabilities.
As ISO/IEC 20000 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 then examining the more
detailed guidance that can be found in the framework(s) of choice. This approach can therefore help
service providers to identify and establish a solid foundation for service management that can be
continually improved upon. Once the processes have been implemented, the service provider can do a
gap assessment to see what improvements can be implemented.
Service improvement projects can include modifying or updating documented processes. Using the
correlations in the annexes of this part of ISO/IEC 20000, the ITIL framework can be applied to find
an extensive explanation of specific elements of the ISO/IEC 20000–1:2011 processes. By carefully
reviewing and analyzing relevant sections of the ITIL framework, a service provider can better
understand how to design, integrate or improve the ISO/IEC 20000–1:2011 process in question. The
service provider can also use ITIL to consider and prioritize possible improvements to existing practices.
5 High-level correlation of ITIL to ISO/IEC 20000–1:2011 Clauses
A summary of the correlation between the main sections in the ITIL core publications to the
ISO/IEC 20000–1:2011 subclauses is shown in Tables 3, 4, 5 and 6. This summary is derived from Annex B.
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ISO/IEC TR 20000-11:2015(E)

Annex A compares terminology and Annex B provides a correlation of ISO/IEC 20000–1:2011 to ITIL.
The tables do not attempt to show the correlation between every topic in ITIL to ISO/IEC 20000–1:2011.
Process areas and clauses where there is a correlation between ITIL and ISO/IEC 20000–1:2011 clauses
are annotated [+]. Where a correlation is annotated [++] a strong correlation is present. This approach
provides an overall sense of how the two documents are correlated. The different levels of granularity
and structure between ITIL and ISO/IEC 20000–1:2011 mean the correlations are open to different
interpretations. There can be other views on the strength of a given correlation.
There are correlations between ISO/IEC 20000–1:2011 clauses and ITIL process chapters in their titles
(for example, ISO/IEC 20000–1:2011, 8.2, Problem management and ITIL Problem Management). There
are also many correlations between other process areas (for example, ISO/IEC 20000–1:2011, 9.2,
Change management, is referenced in many of the ITIL process areas as well as the ITIL Change
Management process).
The more general requirements specified in ISO/IEC 20000–1:2011, Clause 4 cover the overarching
concepts of the SMS. The requirements specified in ISO/IEC 20000–1:2011, Clause 5 cover the design
and transition of new or changed services. The coverage of ISO/IEC 20000–1:2011, Clauses 4 and 5 is
spread across multiple chapters of the ITIL material. ISO/IEC 20000–1:2011, Clauses 6 to 9 are generally
well correlated to specific process chapters within each of the ITIL core publications.
Some of the specific support for ISO/IEC 20000–1:2011 throughout the ITIL publications is focused in
the following areas.
a) All ITIL core publications include the ITIL Glossary. In Annex A, terms defined in the ITIL Glossary
are compared with the terms defined in ISO/IEC 20000–1:2011, Clause 3. Annex A also identifies
terms defined in the ITIL Glossary and used in ISO/IEC 20000–1:2011 without a special definition,
but rather, used with their common English dictionary definitions.
b) All ITIL core publications have common chapters with the same content, as listed in Table B.1, that
also generally support ISO/IEC 20000–1:2011, Clause 4.
c) All ITIL core publications have chapters with the same title, but lifecycle stage-specific content,
such as the following:
1) Chapter 3 — [Service lifecycle stage] principles;
2) Chapter 6 — Organizing for [service lifecycle stage];
3) Chapter 7 — Technology considerations;
4) Chapter 8 — Implementing [service lifecycle stage];
5) Chapter 9 — Challenges, risks and critical success factors;
NOTE ITIL text in this part of ISO/IEC 20000 is shown in a different font and in italics.
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ISO/IEC TR 20000-11:2015(E)

Table 3 — High–level correlation of ITIL–2011 and ISO/IEC 20000–1:2011, Clause 4
ISO/IEC 2000–1:2011 subclause
Govern-
ance
Management of process Document Resource
Define
a b c d e
ITIL Title ITIL Process/Practice responsi- operated manage- manage- Plan Do Check Act
scope
bility by ment ment
other
parties
4.1 4.2 4.3 4.4 4.5.1 4.5.2 4.5.3 4.5.4 4.5.5
All core
2  Service management
publica- ++ + +
as a practice
tions
4.x.4.1  Policies, princi-
+
ples and basic concepts
4.x.6  Triggers, inputs and
+
outputs
9.3  Critical success
+
factors
Appendix  Risk assess-
+
ment and management
Service
1.1  Overview ++
Strategy
3  Service strategy
++ + + +
principles
4.1  Strategy manage-
++ + ++ + ++
ment for IT services
4.2  Service portfolio
+ + + +
management
4.3  Financial manage-
+ +
ment for IT services
4.4  Demand manage-
++ + +
ment
4.5  Business relationship
+ + +
management
5  Service strategy, gov-
ernance
+ ++ ++
and ITSM implementation
strategies
6  Organizing for service
++ + +
strategy
8  Implementing service
+
strategy
9  Challenges, risks and
+ +
critical success factors
Service 3  Service design prin-
+ + +
Design ciples

4.1  Design coordination + +
4.2  Service catalogue
++ + +
management
4.3  Service-level man-
+ + + +
agement
a
Process areas and clauses where there is a correlation between ITIL and ISO/IEC 2000–1:2011 clauses are annotated
[+]. Where a correlation is annotated [++}, a strong correlation is present.
b
Plan the SMS.
c
Implement and operate the SMS.
d
Monitor and review the SMS.
e
Maintain and improve the SMS.
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ISO/IEC TR 20000-11:2015(E)

Table 3 (continued)
ISO/IEC 2000–1:2011 subclause
Govern-
ance
Management of process
...