What is ISO/IEC TS 20000-11 about?
ISO/IEC TS 20000-11 is the 11th part of the ISO/IEC 20000 multi-series that focuses on service management in information technology. ISO/IEC TS 20000-11 provides guidance on the relationship between ISO 20000/IEC–1 and a commonly used service management framework, ITIL 4. ISO/IEC TS 20000-11 can be used by any organization or person wishing to understand how ITIL can be used with ISO/IEC 20000–1.
Note: 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 (Service Management System).
Who is ISO/IEC TS 20000-11 for?
ISO/IEC TS 20000-11 applies to any organization using a service management system, regardless of its type or size or the nature of the services delivered, although the standard has its roots in IT and is intended for service management of services using technology and digital information. Specifically, it will be used by:
- Organizations seeking services from service providers and requiring assurance that their service requirements will be fulfilled
- Organizations that require a consistent approach by all their service providers, including those in a supply chain
- Service providers that intend to demonstrate their capability for the design, transition, delivery and improvement of services that fulfil service requirements
- Service providers wishing to monitor, measure and review their service management processes and services
- Service providers wishing to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the service management system
- Conformity assessors of a service provider’s service management system to the requirements in this part of ISO/IEC 20000
Why should you use ISO/IEC TS 20000-11?
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.
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.
ISO/IEC TS 20000-11 can assist you in relating the requirements specified in ISO/IEC 20000-1 to guidance in one of the most commonly used service management frameworks, ITIL1).
In conclusion, you can refer to ISO/IEC TS 20000-11 as a cross-reference to help you plan and implement a service management system.
What’s changed since the last update?
PD ISO/IEC TS 20000-11:2021 supersedes PD ISO/IEC TR 20000-11:2015. PD ISO/IEC TS 20000-11:2021 includes some technical changes concerning PD ISO/IEC TR 20000-11:2015. These include:
- Updates based on the release of ISO/IEC 20000-1:2018
- Updates based on the release of ITIL