ISO/IEC 20000 Toolkits

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ISO/IEC 20000 Documentation 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. Click on the individual links to view full samples of selected documents. The complete document set will be available to download immediately after purchase.

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.

The ISO/IEC 20000 toolkit package includes:

- 150+ template documents - including policies, processes, procedures, presentations and other useful resources
- Gap Assessment checklist - to help you identify your steps to compliance
- Available as an instant download after purchase
- Downloadable files to use for as long as required within the licensed company.


Toolkits Documents        

- Files: + 151 Files (Doc, xls)
- Language:  English
- Code: ISO20000-Toolkits

 

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
 

 

Related Templates For an IT Manager

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.


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