ISO/IEC TS 20000-11:2021 信息技术.服务管理.第11部分：ISO/IEC 20000-1和服务管理框架之间关系指南：ITIL®

标准编号：ISO/IEC TS 20000-11:2021

中文名称：信息技术.服务管理.第11部分：ISO/IEC 20000-1和服务管理框架之间关系指南：ITIL®

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

发布日期：2021-08

标准范围

本文件为ISO/IEC 20000-1和常用的服务管理框架ITIL 4之间的关系提供了指导。任何希望了解ITIL如何与ISO/IEC 20000-1配合使用的组织或个人都可以使用它，包括:a)已经声称或证明或打算声称或证明符合ISO/IEC 20000-1中规定的要求，并正在寻求有关使用ITIL建立和改进SMS和服务的指导的组织；b)已经使用ITIL并正在寻求有关如何使用ITIL来支持证明符合ISO/IEC 20000-1中规定的要求的工作的指导的组织；c)希望了解使用ITIL作为实现ISO/IEC 20000中规定的要求的支持的评估员或审核员-1.条款4描述了ITIL如何支持符合ISO/IEC 20000-1的证明。第5条将ITIL文件与ISO/IEC 20000-1中的要求相关联。附录A中的表格将ISO/IEC 20000-1中的术语和条款与ITIL相关联，反之亦然；附录B中的表格将ISO/IEC 20000-1中的条款与ITIL 4出版物相关联，反之亦然。

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.

标准预览图