ISO 20000 Documentation Toolkit

IT Service Management (ITSM) – ISO 20000 – 2011 Documentation Toolkit

We provide documentation toolkit to fulfill IT Service Management System ITSM) – ISO 20000 (2011) requirements.

For each ISO 20000 – 2011 requirements, we have red, and analysed and organisational context that has resulted in us creating these templates.

Each of our templates is a result of our consulting experiences – which means clients perform their operations are using them.


What does the toolkit cover?

  • Policy – a document that shows organisation intent to comply to a requirement of the standard
  • Procedures – a document that defines how an organisation can accomplish a task in a step by step method
  • Measurement – How an organisation can measure the performance of the documented procedure, and collectively the whole of the ITSM/SMS in a given period
  • Templates – Based the policy/procedure/measurement requirement, we provide a ready to use template that ranges from word, excel, power point presentations – that helps an organisation achieve their own ISO 20000-2011 TSM/SMS goals.
  • Each template has filled content - which is highlighted to distinguish that the information needs to be modified before use.

Policies, procedures and templates combined together give you a comprehensive framework that you can use in the organisation to design, document, and distribute of IT Service Management responsibilities.


List of documents

  • ITSM Policy
  • Scope Statement - ISO 20000
  • ITSM Roles and Responsibilities
  • Policy - Governance by third parties
  • Plan - Service Management System
  • Policy - Implement and Operate the SMS
  • Process - Internal Audit
  • Procedure - Management Review
  • Policy - Continual Improvement
  • Procedure - Design and transition of new or changed services
  • Policy - Service Level Management
  • Policy - Service Reporting
  • IT Service Continuity Plan
  • Policy - Budgeting and Accounting for Services
  • Policy - Capacity Management
  • Policy – ISMS
  • Procedure - Change and Release Management
  • Policy - Business Relationship Management
  • Procedure – Complaints
  • Policy - Supplier Management including Procedure - Contract Dispute
  • Procedure - Incident and Service Request
  • Procedure - Problem Management
  • Procedure – Configuration Management
  • Procedure – Change Management
  • Procedure – Release Management
  • Procedure - Emergency Change and Release


Content Author: Probal Choudhuri

If you wish to see how the content looks like, kindly ask for a presentation.

Let us know if you have any questions.

Contact Us Now !