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ITSM, ITIL® & ISO/IEC 20000 Implementation Toolkit

ITSM, ITIL & ISO/IEC 20000 Implementation Toolkit

SKU: 3381
Publishers: IT Governance Publishing
Format: Microsoft Office suite
ISBN13: 9781849286466
Published: 01 Jan 0001

Deploy IT service management (ITSM) best practice quickly and cost-effectively with this AXELOS-accredited documentation toolkit, which contains:

  • A complete set of documentation templates that are easy to use, customisable and fully compliant with the latest iterations of ITIL® and ISO 20000;
  • Helpful dashboards and gap analysis tools to ensure complete ITSM coverage; and
  • Direction and guidance from ITIL and ISO 20000 service management experts.


*Note: you are purchasing templates compatible with Office 2007, 2010 and 2013. If you require templates compatible with earlier or other (Mac) versions of Microsoft Office, please contact us.

Price: $745.00


Improve your ITSM, adopt ITIL best practices and/or achieve ISO 20000 certification

Adopting ITSM best practice and putting the appropriate processes and procedures in place within an organisation can be difficult. With this toolkit, you will have all the direction and tools at hand to streamline your project.

Designed and developed by ITIL and ISO 20000 service management experts, this toolkit provides all the policies, procedures and tools to enable organisations to assess their current levels of service management and implement processes to deliver quality services, while meeting regulatory and legal requirements.

With this toolkit, you can:

  • Get professional guidance so you can become your own expert, saving time and avoiding mistakes;
  • Work from AXELOS-accredited documentation that will improve your processes and procedures; and
  • Embed the documentation in your organisation quickly and easily by using the pre-formatted templates.

Included in the ITSM, ITIL & ISO/IEC 20000 Implementation Toolkit

  • A complete set of documentation templates that are easy to use, customisable and fully compliant with the latest iterations of ITIL and ISO 20000, including:
    • Scope, Definition and Applicability Guidance
    • Service Management Policy
    • Change Management Policy
    • Information Security Policy
    • Asset Register
    • Risk Register
    • Document Control Procedure
    • Service Management Plan Template
    • Internal Audit Procedure
    • Design and Transition Process
    • Service Level Management Process
    • Service Reporting Process
    • Service Continuity Process
  • Helpful project tools to ensure complete ITSM coverage:
    • SMS Overview – help communicate to others in your organisation the importance of information security
    • Gap Analysis and Audit Checklist Tool – check your organisation’s current levels of service management
    • Project Implementation Plan – plot tasks against ITSM requirements
    • SMS 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
    • SMS Guidelines – get help on starting your SMS
    • Service Management System Manual
    • User Input worksheet – customise generic, repeated fields (such as your company name) across all your documentation
  • Direction and guidance from ITIL and ISO 20000 service management experts


View the full contents of the toolkit >>



Download sample documents from the ITIL, ITSM & ISO/IEC 20000 Implementation Toolkit.

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Download 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.

Technical information

  • Pre-written documentation templates feature automated customisation for ease of implementation and are available for immediate download.
  • The ITSM, ITIL & ISO/IEC 20000 Implementation Toolkit is suitable for organisations of all sizes and types, and in all locations.
  • If the toolkit is updated within 12 months of your purchase, we will send you the newest version for free.
  • 12 months’ support does not extend to consultancy or project implementation advice.
  • New standard releases are not included.

For more information read our FAQ here.

About the authors

Shirley Lacy is an ITIL author and project mentor for the ITIL 2011 update. She is the primary editor of the ISO process assessment standard, ISO/IEC 33002, which is currently in development.

Jenny Dugmore chairs the international ISO/IEC 20000 group and acts as series editor for the 20000 series.

Jenny and Shirley led and contributed significantly to the development of BS 15000, the forerunner to ISO/IEC 20000, and to both editions of ISO/IEC 20000.

Accredited by AXELOS

This product is accredited by AXELOS, the licensor of official ITIL products.

ITIL is a registered trade mark of AXELOS Limited.

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