标准编号：ISO/IEC TR 20000-11:2015
中文名称：信息技术 服务管理 第11部分：ISO/IEC 20000-1：2011与服务管理框架：ITIL之间的关系指南
英文名称：Information technology — Service management — Part 11: Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: ITIL®
发布日期：2015-12
标准范围
This part of ISO/IEC 20000 is a Technical Report that provides guidance on the relationship betweenISO/IEC 20000–1:2011 and a commonly used service management framework, ITIL. It can be usedby 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 requirementsspecified in ISO/IEC 20000–1:2011 and is seeking guidance on the use of ITIL to establish andimprove an SMS and the services;c) a service provider that already uses ITIL and is seeking guidance on how ITIL can be used tosupport 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 therequirements 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 Brelate terms, clauses and processes in ISO/IEC 20000–1:2011 to ITIL.
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