TECHNICAL ISO/IEC TS
SPECIFICATION 20000-11
First edition
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®
PROOF/ÉPREUVE
Reference number
ISO/IEC TS 20000-11:2021(E)
ISO/IEC 2021
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ISO/IEC TS 20000-11:2021(E)
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ISO/IEC TS 20000-11:2021(E)
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

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ISO/IEC TS 20000-11:2021(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.

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.
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ISO/IEC TS 20000-11:2021(E)
Introduction

This document can assist readers in relating the requirements specified in ISO/IEC 20000–1 to guidance

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 an information technology 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 when 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 of AXELOS Limited, used under permission of AXELOS Limited. All rights

reserved.
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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/
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ISO/IEC TS 20000-11:2021(E)
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.
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ISO/IEC TS 20000-11:2021(E)
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;
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ISO/IEC TS 20000-11:2021(E)

— 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.

AXELOS Limited.

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.

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.

AXELOS Limited.

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

— 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

AXELOS Limited.

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.
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ISO/IEC TS 20000-11:2021(E)
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

Continual improvement projects can include modifying or updating documented processes. Using the

correlations in the annexes of this document, the ITIL frame
...

ISO/IEC PRF TS 20000-11

Information technology -- Service management

Information technology -- Service management

Technologies de l'information -- Gestion des services

General Information

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