ISO 20000:2018 Toolkit

Level 1 - Context, Objectives, Plans & Policies

• Service Management System Context, Requirements and Scope
• SMS Roles, Responsibilities and Authorities
• Service Management Plan
• Risk Treatment Plan
• Service Management System Audit Plan
• Service Improvement Plan
• Business Relationship Management Plan
• Capacity Plan
• Release and Deployment Plan
• Service Continuity Plan
• Service Continuity Test Plan
• Service Management Policy
• Service Reporting Policy
• Configuration Management Policy
• Asset Management Policy
• Business Relationship Management Policy
• Service Level Management Policy
• Supplier Management Policy
• Budgeting and Accounting for Services Policy
• Capacity Management Policy
• Demand Management Policy
• Change Management Policy
• Release and Deployment Management Policy
• Incident Management Policy
• Service Request Management Policy
• Problem Management Policy
• Service Continuity Management Policy
• Availability Management Policy
• Backup Policy
• Information Security Policy

Level 2 - Procedures & Processes

• Control of Documented Information Procedure
• Service Management Audit Procedure
• Continual Service Improvement Procedure
• Management of Nonconformity Procedure
• Service Complaint Procedure
• Incident Response Procedure
• Data Centre Access Procedure
• Risk Assessment and Treatment Process
• Knowledge Management Process
• Monitoring Measurement, Analysis and Evaluation Process
• Control of Parties Involved in the Service Lifecycle Process
• Configuration Management Process
• Service Catalogue Management Process
• Service Level Management Process
• Supplier Management Process
• Budgeting and Accounting for Services Process
• Capacity Management Process
• Demand Management Process
• Change Management Process
• Service Design and Transition Process
• Release and Deployment Management Process
• Incident Management Process
• Major Incident Management Process
• Service Request Management Process
• Problem Management Process
• Business Impact Analysis Process
• User Access Management Process

Level 3 - SOPs

• Change Control
• Housekeeping
• Management of Removable Media
• Incident Reporting

Level 4 - Formats, Templates & Presentations

• Master List of Records
• Performance Appraisal Records
• ISO 20000 Assessment Evidence
• ISO 20000 Project Progress Report
• Opportunity Assessment Tool
• Risk Assessment and Treatment Tool
• Meeting Minutes Template
• Skills Development Survey
• Skills Development Survey Response Analysis
• Internal Audit Schedule
• Internal Audit Action Plan
• Management Review Meeting Agenda
• Nonconformity and Corrective Action Log
• User Satisfaction Survey
• Change Request Form
• Service Acceptance Checklist
• Project RAID Log
• Project Progress Report
• Incident Model
• Request Model
• Major Incident Report
• Problem Dashboard
• Major Problem Report
• Business Impact Analysis Tool
• Post Incident Report
• Personal Commitment Statement
• Incident Response Contact Log
• Incident Response Action Log
• Plan Activation Log
• Message Log
• Internal Contact List
• External Contact List
• Incident Impact Information Log
• Top Management Communication Programme
• Service Requirements
• Risk Assessment Report
• SMS Documentation Log
• Skills and Training Needs Assessment
• SMS Documentation Overview
• Internal Audit Report
• Service Management System Review Spreadsheet
• Service Report
• Service Catalogue
• Definitive Media Library Catalogue
• User Satisfaction Survey Report
• Service Level Agreement
• Operational Level Agreement
• IT Service Card
• Supplier and Contracts Database
• Service Costing Model
• Business Case
• Project Initiation Document
• Service Requirements Specification
• Service Design Specification
• Project Post Implementation Review
• Service Continuity Test Report
• Information Security Summary Card
• External Organization Information Security Agreement
• Service Continuity Test Schedule
• Planning - Process Flow Charts
• Support - Process Flow Charts
• Performance Evaluation - Process Flow Charts
• Improvement - Process Flow Charts
• Introduction to ISO 20000 Presentation
• ISO 20000 Awareness Training Presentation

Guidelines for Implementation Methodology

• Guidelines for ISO 20000 Implementation
• ISO 20000:2018 Toolkit Index
• SMS Project Initiation Document
• ISO 20000 Project Plan
• ISO 20000 Gap Assessment Tool
• ISO 20000 Certification Readiness Checklist

Level 5 - Audit Checklist

• ISO 20000:2018 Internal Audit Checklist

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1. Fully Customizable Documents

Easily personalize each file to fit your organization’s specific needs.

2. Step-by-Step Implementation Guidance

Follow a clear roadmap to set up your system with confidence.

3. Smart Placeholders for Easy Editing

Know exactly where and what to edit, no guesswork involved.

4. Extra Instructions for Complex Tasks

Detailed notes help you handle more specific or technical requirements.

5. Be Audit-Ready with Confidence

Use our proven templates to build a system that’s ready for certification.

1. Small to Medium Businesses: Looking to implement ISO 20000 without hiring expensive consultants.

2. IT Service Manager/Head & Compliance Officers: Who need structured, ready-to-use templates to streamline documentation and audits.

3. Organizations New to ISO 20000: Looking a simplified, guided approach to meet certification requirements.

4. Internal Teams Implementing IT-SMS: Those require step-by-step guidance and professionally written documents.

5. Companies Preparing for Certification Audits: Needing to quickly align with ISO 20000:2018 standards.

1. Saves Time and Effort

• Pre-written templates eliminate the need to start from scratch.
• Speeds up documentation and implementation processes.

2. Ensures Compliance with ISO 20000:2018 Requirements

• Documents are aligned with the latest ISO 20000:2018 clauses.
• Helps meet certification requirements accurately and efficiently.

3. Reduces Errors and Omissions

• Professionally developed content minimizes risks of non-conformance.
• Ensures consistency across all IT service management documents.

4. Simplifies Implementation

• Step-by-step guidance makes it easy for teams to follow.
• Suitable for both beginners and experienced professionals.

5. Improves Audit Readiness

• Documentation is audit-ready, helping you confidently face internal and external audits.
• Increases your chances of passing the certification audit on the first attempt.

6. Cost-Effective Solution

• More affordable than hiring consultants or developing in-house.
• Provides long-term value for your IT-SMS development.

7. Customizable to Your Organization

• All templates are editable and can be designed to suit your specific processes and industry.
• Allows integration with existing systems and workflows for smoother adoption.

8. Enhances Team Understanding and Engagement

• Clear structure and guidance help your team understand ISO requirements.
• Promotes a culture of quality and continuous improvement.