Tecnologia

For IT Service Management

ITIL® V3 and ISO/IEC 20000
Jenny Dugmore and Sharon Taylor

Alignment White Paper March 2008

    ITIL® V3 and ISO/IEC 0000

Background
For some years the close relationship between ITIL V2 and BS 15000, then ISO/IEC 20000 has benefited both sets of documents and those that relied on them. Rules on the development of UK standards meant that the alignmentbetween BS 15000 and ITIL was one of spirit and intent and not of direct control by either OGC (owners of ITIL) or BSI (owners of BS 15000). Editorial rules also meant that BS 15000 was also written so that best practices other than ITIL could be used to achieve the requirements of BS 15000. Very similar editorial rules apply to international standards so that the standards cannot include referencesto ITIL. There were documented differences between ITIL V2 and ISO/IEC 20000.1 However, the most common route to achieving the requirements of ISO/ IEC 20000 is still via the use of ITIL advice, to the extent that ISO/IEC 20000 is frequently referred to as ‘the ITIL standard’ and ISO/IEC 20000 is often adopted by

service providers that wish to demonstrate they have adopted ITIL advice in aneffective manner. Support for closer alignment between ISO/IEC 20000 and ITIL was expressed during the fast tracking of BS 15000 and during subsequent discussions by the international standards committee responsible for the development of ISO/IEC 20000. ITIL V3 was published in May 2007 and over time will replace ITIL V2. One of the objectives for the ITIL V3 project was to retain, and whereappropriate, improve alignment. There are less differences between ISO/IEC 20000 and ITIL V3 than with ITIL V2. Changes from ITIL V2 to ITIL V3 include the service lifecycle approach in ITIL V3, which is a closer alignment to the service lifecycle approach of ISO/IEC 20000 (ITIL V2 was rooted in separate processes, grouped according to how they may be found in an organisation).

This document
Thisdocument outlines the differences between ITIL V3 and ISO/IEC 20000, from the perspective of each clause in the standard where the core 5 ITIL books either do not cover it or cover it differently. It does not cover changes that mean ITIL V3 is closer aligned to ISO/IEC 20000 than was ITIL V2. The table included within this white paper is an ISO/IEC 20000-1 centric document. It identifies clauseswhere there are notable differences between ISO/IEC 20000 and ITIL V3 that are not simply due to the different purposes of the two sets of documents. Few differences in terminology 2 are referenced, as there is no requirement in ISO/IEC 20000-1 for a service provider to use a specific set of terms, even though some are defined in clause 2 of the standard. For example, a service provider aiming toachieve ISO/IEC 20000 may use completely different names for processes, roles and responsibilities than used in ISO/IEC 20000. It does not cover topics in ITIL V3 that are out of the current scope of ISO/ IEC 20000:2005.

1 2

BIP 0030 Edition 2, Achieving ISO/IEC 20000: Management decisions and documentation, Pub BSI. ISO/ WG25 has agreement in principle for the use of ITIL terms in ISO/IEC20000, without reference to the terms being UK Crown copyright.

ITIL® V3 and ISO/IEC 0000    3

ITIL V3 and the differences ISO/IEC 20000: 2005 clause number and text
2 Terms and definitions

ITIL V3 and the differences

Activity: Not defined in the standard

Activity: In ITIL V3 the meaning is: ‘a set of actions designed to achieve a particular result. Activities are usually defined aspart of processes and plans and are documented in procedures’. NOTE: The term ‘activity’ does not have a special meaning in ISO/IEC 20000. However, as this term is used in international standards such as ISO/IEC 12207/15288/15504 there may be changes to ISO/ IEC 20000 Ed. 2, which is currently in early draft. Asset: In ITIL V3 assets is used as either capabilities, resources or both, depending on...