A complete ISO/IEC 20000 documentation set is important for organizations that need to establish, operate, evidence, and improve an IT Service Management System in a consistent way. Well structured documents reduce the effort required to translate ISO/IEC 20000 requirements into practical policies, processes, procedures, plans, records, and supporting management tools.
This package is organized in line with the ISO/IEC 20000:2018 standard and contains editable Microsoft Office templates together with example text and supporting implementation resources. The source package includes more than 150 documents covering implementation, organizational context, leadership, planning, support, operation, performance evaluation, and continual improvement.
For organizations preparing an IT service management implementation or certification program, the package provides a reusable foundation that can be tailored to organizational needs, used to identify compliance gaps, and applied across the lifecycle of the service management system.
Key file and package information preserved from the source product page.
| Files | + 151 Files (Doc, xls) |
|---|---|
| Language |  English |
| Product Code | ISO20000-Toolkits |
Below is a list of documents you will find in the toolkit. Click on index file button to see which templates 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
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Build a structured ISO/IEC 20000 documentation foundation without starting every document from scratch.
For organizations preparing an IT service management implementation or certification program, the package provides a reusable foundation that can be tailored to organizational needs, used to identify compliance gaps, and applied across the lifecycle of the service management system.
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