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ISO/IEC 20000 Documentation Toolkit

ISO/IEC 20000 Documentation Toolkit

SKU: 3547
Publishers: IT Governance Publishing
Format: Microsoft Office 2010
ISBN13: 9781849286374
Published: 30 Sep 2011
Availability: Always available

Accelerate your ISO 20000 project with this toolkit, which includes:

  • A complete set of easy-to-use, customisable and fully ISO 20000-compliant documentation templates that will save you time and money;
  • Easy-to-use dashboards and gap analysis tools to ensure complete coverage of the Standard; and
  • Direction and guidance from ISO 20000 lead auditors and consultants.


Price: $247.00


Your challenge

As part of your ISO 20000 IT service management system (ITSMS) implementation project, you will need to create documentation and monitor plans, policies and procedures for your various processes. With this toolkit, you will have all the direction and tools at hand to streamline your project.

Designed and developed by ISO 20000 lead auditors and consultants, and enhanced by more than ten years of customer feedback and continual improvement, this ISO 20000 toolkit provides all the ITSMS documents you need to comply with the Standard.

With this toolkit, you can:

  • Get professional guidance so you can become your own expert, saving time and avoiding mistakes;
  • Work from ISO 20000-compliant documentation that is accurate and aligned with the Standard; and
  • Embed the documentation into your organisation quickly and easily by using the pre-formatted templates.

This toolkit is compatible with Office 2016, 2013, 2010. If you use one of these Office versions on a MAC, or are using an older version of Office, please contact us.

Included in the ISO 20000 Documentation Toolkit

  • A complete set of mandatory and supporting documentation templates that are easy-to-use, customisable and fully ISO 20000-compliant, including:
    • Internal Audit Procedure
    • Management Review Procedure
    • Service Management Plan
    • Information Security Policy
    • Service Continuity Manager
    • Service Acceptance Criteria
    • Service Level Agreement
    • Business Impact Analysis
    • Supplier Management Process
    • Incident Management Process
    • And much more
  • Helpful project tools to ensure complete coverage of the Standard:
    • ITSMS Overview – help communicate to others in your organisation the importance of the service management system.
    • Gap Analysis Tool – check your organisation’s current stance against ISO 20000.
    • ISO 20000 Implementation Manager – plot tasks against the requirements of the Standard.
    • ISO 20000 Document Structure – review the structure of the toolkit in terms of policies, procedures, work instructions and records.
    • ISO 20000 Document Dashboard – keep track of all your documentation and its approval process as you go.
  • Guidance documents
    • Quick Start Guide – get help setting up the toolkit
    • ITSMS Guidelines – get help on starting your ITSMS
    • User Input worksheet – customise generic, repeated fields (such as your company name) across all your documentation
  • Direction and guidance from expert ISO 20000 lead auditors and consultants

View the full contents of the toolkit >>

Technical information

  • This toolkit is available for immediate download, so you can take advantage of its contents at once. After purchasing, you will receive an email with a download link.
  • The ISO/IEC 20000 Documentation Toolkit is suitable for organisations of all sizes, types and locations.
  • If the toolkit is updated within 12 months of your purchase, we will send you the latest version for free.
  • 12 months’ support does not extend to consultancy or project implementation advice.
  • Guidance on uploading your toolkit to your SharePoint document management system is included.
  • This toolkit is compatible with Office 2016, 2013, 2010. If you use one of these Office versions on a MAC, or are using an older version of Office, please contact us.

For more information, read our FAQ here.

About the author

Michael Kunas is an ISO/IEC 20000 lead auditor and ITSM consultant, with more than 15 years’ experience in all areas of computer science. He has many years’ experience as a worldwide consultant, lecturer and conference speaker on ISO/IEC 20000 and its related frameworks and methods.

He took an MA in computer science in Germany, then moved to England where he co-authored a book on mathematical software, before going to Spain where he wrote Implementing Service Quality based on ISO/IEC 20000: A Management Guide, a step-by-step management guide to the ISO/IEC 20000 implementation and certification process.

Michael developed this ISO/IEC 20000 Documentation Toolkit by applying the practices from his book, creating a strong link between the book and the toolkit.

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