ISO/IEC 20000: 2018 IT Service Management Toolkits

The full list of documents, organised in line with the ISO/IEC 20000:2018 standard are listed below - all of these fit-for-purpose documents are included in the toolkit. Each document has been developed and enhanced over time as part of a series of planned updates. The templates come in Microsoft Office format, ready to be tailored to your organization's specific needs.

Since its launch in 2011, the toolkit has been continuously improved, and with Version 10 it now stands at over 140 documents and over 1300 pages.

As well as standard format and contents, the templates include example text that is clearly highlighted to illustrate the type of information that needs to be given regarding your organization. Full example documents are also included to help you with your implementation.

Used by large and small organizations all over the world, this toolkit can save you time and money when implementing an IT Service Management System.

You can get the entire set of over 150 tools, all in EXCEL and WORD file formats. Use them "as is" or modify as needed to meet your own unique requirements.

Package Combo Price: $ 850.00

Below is a list of documents you will find in the package. Click on index file button to see which contents are included.

No	File name	Total
Part 1. Implementation resources
1	ATTENTION READ ME FIRST Toolkit Completion Instructions	15 pages
2	A Guide to Implementing the ISO20000 Standard	44 pages
3	ISO20000 Toolkit Index	1 pages
4	ISO20000 Implementation Process Diagram	1 pages
5	Service Management System Project Initiation Document	21 pages
6	ISO20000 Benefits Presentation	13 Slides
7	ISO20000 Implementation Project Plan (Microsoft Project)	1 File
8	ISO20000 Implementation Project Plan (Excel)	5 Sheets
9	ISO20000 Introduction Presentation	11 Slides
10	ISO20000 Gap Assessment Tool	5 Sheets
11	ISO20000 Assessment Evidence	2 Sheets
12	ISO20000 Progress Report	6 pages
13	Certification Readiness Checklist	6 pages
Part 2. Context of the organization
14	SMS Context, Requirements and Scope	21 pages
Part 3. Leadership
15	Service Management Policy	15 pages
16	Service Management Roles, Responsibilities and Authorities	26 pages
17	Top Management Communication Programme	10 pages
18	Service Requirements	2 Sheets
19	Executive Support Letter	5 pages
20	ISO20000 Service Management System Presentation	15 Slides
Part 4. Planning
21	Service Management Plan	20 pages
22	Risk Assessment and Treatment Process	20 pages
23	Risk Assessment Report	13 pages
24	Risk Treatment Plan	11 pages
25	Opportunity Assessment Tool	6 sheets
26	Risk Assessment and Treatment Tool	7 sheets
27	EXAMPLE Risk Assessment and Treatment Tool	6 sheets
Part 5. Support of the SMS (Service Management System)
28	SMS Documentation Log	2 sheets
29	Procedure for the Control of Documented Information	17 pages
30	Skills and Training Needs Assessment	16 pages
31	Knowledge Management Process	23 pages
32	SMS Documentation Overview	2 pages
33	Meeting Minutes Template	2 pages
34	Skills Development Survey	3 sheets
35	Skills Development Survey Response Analysis	3 sheets
36	EXAMPLE Staff Skills and Training Needs Assessment	15 pages
37	SMS Infographic	1 page
Part 6. Operation of the SMS
Part 6.1 Operational planning and control
38	SMS Process Overview	1 page
Part 6.2 Service portfolio
39	Process for Control of Parties Involved in the Service Lifecycle	6 pages
40	Service Catalogue	10 pages
41	Configuration Management Policy	10 pages
42	Configuration Management Process	26 pages
43	Asset Management Policy	10 pages
44	Definitive Media Library Catalogue	3 sheets
45	Configuration Management Presentation	10 slides
46	Service Catalogue Management Process	21 pages
47	EXAMPLE Service Catalogue	7 pages
Part 6.3 Relationship and agreement
48	Business Relationship Management Policy	10 pages
49	Business Relationship Management Plan	13 pages
50	Service Complaint Procedure	10 pages
51	User Satisfaction Survey Report	13 pages
52	Business Relationship Management Presentation	13 slides
53	Service Level Management Policy	10 pages
54	Service Level Management Process	22 pages
55	Service Level Agreement	26 pages
56	Operational Level Agreement	18 pages
57	IT Service Card	2 pages
58	Service Level Management Presentation	11 slides
59	Supplier Management Policy	10 pages
60	Supplier Management Process	22 pages
61	Supplier and Contracts Database	2 sheets
62	Supplier Management Presentation	14 slides
63	User Satisfaction survey	6 pages
Part 6.4 Supply and demand
64	Budgeting and Accounting for Services Policy	11 pages
65	Budgeting and Accounting for Services Process	23 pages
66	Service Costing Model	3 sheets
67	Budgeting and Accounting for Services Presentation	12 slides
67	Capacity Management Policy	10 pages
69	Capacity Management Process	21 pages
70	Capacity Plan	12 pages
71	Demand and Capacity Management Presentation	10 slides
72	Demand Management Policy	10 pages
73	Demand Management Process	21 pages
Part 6.5 Service design, build and transition
74	Change Management Policy	10 pages
75	Change Management Process	30 pages
76	Change Management Presentation	12 slides
77	Service Design and Transition Process	17 pages
78	Business Case	15 pages
79	Project Initiation Document	21 pages
80	Service Requirements Specification	15 pages
81	Service Design Specification	24 pages
82	Project Post Implementation Review	10 pages
83	Service Design and Transition Presentation	10 slides
84	Release and Deployment Management Policy	10 pages
85	Release and Deployment Management Process	25 pages
86	Release and Deployment Plan	13 pages
87	Release and Deployment Management Presentation	13 slides
88	Change Request Form	5 pages
89	Service Acceptance Checklist	15 pages
90	Project RAID Log	7 sheets
91	Project Progress Report	6 pages
92	EXAMPLE Service Requirements	7 pages
Part 6.6 Resolution and fulfilment
93	Incident Management Policy	10 pages
94	Incident Management Process	26 pages
95	Major Incident Management Process	22 pages
96	Service Request Management Policy	10 pages
97	Service Request Management Process	25 pages
98	Incident and Service Request Management Presentation	13 slides
99	Problem Management Policy	10 pages
100	Problem Management Process	26 pages
101	Problem Management Presentation	12 slides
102	Incident Model	6 pages
103	Request Model	6 pages
104	Major Incident Report	5 pages
105	Problem Dashboard	7 pages
106	Major Problem Report	5 pages
Part 6.7 Service assurance
107	Service Continuity Management Policy	11 pages
108	Business Impact Analysis Process	6 pages
109	Service Continuity Plan	25 pages
110	Service Continuity Test Plan	12 pages
111	Service Continuity Test Report	11 pages
112	Availability Management Policy	11 pages
113	Backup Policy	9 pages
114	Incident Response Procedure	29 pages
115	Service Continuity and Availability Management Presentation	11 slides
116	Information Security Policy	36 pages
117	Information Security Summary Card	2 pages
118	Information Security Management Presentation	2 slides
119	External Organization Information Security Agreement	19 pages
120	User Access Management Process	21 pages
121	Data Centre Access Procedure	10 pages
122	Service Continuity Test Schedule	9 pages
123	Business Impact Analysis Tool	8 sheets
124	Post Incident Report	6 pages
125	Personal Commitment Statement	10 pages
126	Incident Response Contact Log	5 pages
127	Incident Response Action Log	5 pages
128	Plan Activation Log	5 pages
129	Message Log	5 pages
130	Internal Contact List	5 pages
131	External Contact List	5 pages
132	Incident Impact Information Log	5 pages
133	EXAMPLE Business Impact Analysis Tool	7 sheets
Part 7. Performance evaluation
134	Process for Monitoring Measurement Analysis and Evaluation	12 pages
135	Procedure for Service Management Audits	10 pages
136	Service Management System Audit Plan	12 pages
137	Internal Audit Report	14 pages
138	Service Management System Review Spreadsheet	7 sheets
139	Service Reporting Policy	10 pages
140	Service Report	20 pages
141	Internal Audit Schedule	9 pages
142	Internal Audit Action Plan	6 pages
143	Management Review Meeting Agenda	6 pages
144	Internal Audit Checklist	20 pages
145	EXAMPLE Service Level Statistics	1 sheet
Part 8. Improvement
146	Procedure for Continual Service Improvement	12 pages
147	Service Improvement Plan	4 sheets
148	Procedure for the Management of Nonconformity	12 pages
149	Nonconformity and Corrective Action Log	3 sheets
150	EXAMPLE Nonconformity and Corrective Action Log	2 sheets
151	EXAMPLE Service Improvement Plan	3 sheets

Price: $850.00

Date File Updated	10/10/2023
File Format	pdf, xls, doc
No. of files	151 Files, 8 Folders
File download size	2.5 MB (.rar)
Language	English
Purchase code	ISO20000-Toolkits

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IT Manager must be responsible for all IT activities to support for business strategic objectives. The usual objectives are focus on: IT strategy, technology system; budget, investment, organization and staff motivation;

The necessary requirements for an IT manager or IT leaders are: Ability to develop strategies and leadership; customer relationship management; suppliers and employees; project management; solving business problems with MIS systems; ensure continuous operation and disaster recovery of IT system.