本文件提供了ISO/IEC 20000–1与常用服务管理框架ITIL 4之间关系的指南。任何希望了解ITIL如何与ISO/IEC 20000–1一起使用的组织或个人都可以使用它，包括: a） 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，并寻求使用ITIL建立和改进SMS和服务的指导的组织； b） 已经使用ITIL并正在寻求如何使用ITIL支持证明符合ISO/IEC 20000–1规定要求的工作的指导的组织； c） 希望了解ITIL作为实现ISO/IEC 20000–1规定要求的支持的评估员或审计员。 第4条描述了ITIL如何支持证明符合ISO/IEC 20000–1。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.