IT Service Management
Shows that you plan, deliver and improve IT services to agreed service levels.
A complete documentation kit written to ISO/IEC 20000-1:2018 with Amendment 1:2024: manual, policies, procedures, SOPs, forms, registers, process maps, indicator and risk frameworks, audit and management review packs, an implementation roadmap, sector guides and commercial templates, with every clause mapped to the document that meets it, and catalogue, SLAs, configuration, change, release, incident, problem, availability, continuity and security processes built into the system.
- Edition 2018
- 158 Word + 33 Excel files
- One organization
- Downloads open 7 days after payment
You need this if
- You deliver IT services to clients or to the rest of your organization.
- Contracts reference service levels, incidents, changes and availability.
- You run ITIL-style processes and want them certified.
What you get, in numbers
Counted from the files in the pack. Every file title is listed further down.
What this toolkit is not
Worth knowing before you buy.
Not the certificate
Certification is decided by an independent certification body after it audits a system you have run for some months, with records. No toolkit can guarantee it.
Not the ISO text
The standard is copyrighted and sold by ISO and national standards bodies. Buy your own copy. The toolkit describes requirements in its own words.
Not a consultant
We do not assess your organization. You review, adapt and approve every document before you use it.
What’s inside
15 numbered folders. Open any folder to see the title of every file in it. Titles only: the files themselves are delivered after payment.
00Start Here
Six guides: read-me, how to implement with an initial review checklist, documentation structure, quick start, an ISO/IEC 20000-1:2018 clause mapping guide including the Amendment 1:2024 climate changes, and a certification preparation guide.
6 files
- WordSH-001 Read Me Guide
- WordSH-002 How to Implement Guide
- WordSH-003 Documentation Structure Guide
- WordSH-004 Quick Start Guide
- WordSH-005 ISO-IEC 20000-1-2018 Clause Mapping Guide
- WordSH-006 Certification Preparation Guide
01Master Index
One Excel register of every controlled document: number, title, type, owner, department, retention and clause, with review dates and overdue flags.
1 file
- ExcelREG-01 Master Document Register
02Manual
The Service Management System Manual, section-numbered to match clauses 4 to 10: context including the climate decision, scope, leadership, planning, support, operation (service portfolio, relationships and agreements, supply and demand, design, build and transition, resolution and fulfilment, service assurance), performance evaluation including service reporting, and improvement.
1 file
- WordSMS-001 Service Management System Manual
03Procedures (P-001 to P-024)
Document and record control, context and scope, leadership and roles, risks and opportunities, objectives and planning, resources and competence, communication, service portfolio and catalogue, asset and configuration management, relationship and service level management, supplier management, budget, demand and capacity, change, design and transition, release and deployment, incident and service request, problem, availability and continuity, information security, monitoring and service reporting, internal audit, management review, corrective action and improvement. Each has a flowchart, responsibility table, controls, risk and indicator matrices.
24 files
- WordP-001 Document Control Procedure
- WordP-002 Record Control Procedure
- WordP-003 Context, Interested Parties, Requirements and Scope Procedure
- WordP-004 Leadership, Policy and Roles Procedure
- WordP-005 Risks and Opportunities Procedure
- WordP-006 Objectives, SMS Planning and Change Procedure
- WordP-007 Resources, Competence, Awareness and Knowledge Procedure
- WordP-008 Communication Procedure
- WordP-009 Service Portfolio, Planning and Catalogue Procedure
- WordP-010 Asset and Configuration Management Procedure
- WordP-011 Business Relationship and Service Level Management Procedure
- WordP-012 Supplier and Parties Management Procedure
- WordP-013 Budgeting, Demand and Capacity Management Procedure
- WordP-014 Change Management Procedure
- WordP-015 Service Design, Development and Transition Procedure
- WordP-016 Release and Deployment Management Procedure
- WordP-017 Incident and Service Request Management Procedure
- WordP-018 Problem Management Procedure
- WordP-019 Availability and Continuity Management Procedure
- WordP-020 Information Security Management Procedure
- WordP-021 Monitoring, Measurement and Service Reporting Procedure
- WordP-022 Internal Audit Procedure
- WordP-023 Management Review Procedure
- WordP-024 Nonconformity, Corrective Action and Continual Improvement Procedure
04Policies (POL-001 to POL-013)
Service management policy, document control, record retention, risk and opportunity, requirements and contracts, competence and knowledge, service portfolio and service levels, asset, configuration and change, incident, request and problem, availability, capacity and continuity, supplier management, information security, and audit, review and improvement.
13 files
- WordPOL-001 Service Management Policy
- WordPOL-002 Document Control Policy
- WordPOL-003 Record Retention Policy
- WordPOL-004 Risk and Opportunity Policy
- WordPOL-005 Requirements and Contracts Policy
- WordPOL-006 Competence, Awareness and Knowledge Policy
- WordPOL-007 Service Portfolio, Catalogue and Service Level Policy
- WordPOL-008 Asset, Configuration and Change Policy
- WordPOL-009 Incident, Request and Problem Policy
- WordPOL-010 Availability, Capacity and Continuity Policy
- WordPOL-011 Supplier Management Policy
- WordPOL-012 Information Security Policy
- WordPOL-013 Audit, Review and Improvement Policy
05SOP Library (SOP-001 to SOP-025)
Step-by-step task instructions with flowcharts and acceptance criteria: context workshop, catalogue maintenance, asset and configuration audits, service level review, supplier review, capacity review, change approval, release and deployment, incident handling, major incident handling, service requests, problem investigation, continuity testing, security incidents and access review, service reporting, internal audit and corrective action.
25 files
- WordSOP-001 Document Issue and Withdrawal
- WordSOP-002 Records Filing and Archiving
- WordSOP-003 Context Review Workshop
- WordSOP-004 Policy and Roles Communication
- WordSOP-005 Risk and Opportunity Workshop
- WordSOP-006 SMS Change Assessment
- WordSOP-007 Competence and Training
- WordSOP-008 Service Catalogue Maintenance
- WordSOP-009 Asset Register Maintenance
- WordSOP-010 Configuration Baseline and Audit
- WordSOP-011 Service Level Review
- WordSOP-012 Supplier Review
- WordSOP-013 Capacity Review
- WordSOP-014 Change Approval
- WordSOP-015 Release and Deployment
- WordSOP-016 Incident Handling
- WordSOP-017 Major Incident Handling
- WordSOP-018 Service Request Fulfilment
- WordSOP-019 Problem Investigation
- WordSOP-020 Continuity and Availability Testing
- WordSOP-021 Security Incident Handling and Access Review
- WordSOP-022 Service Reporting
- WordSOP-023 Internal Audit Conduct
- WordSOP-024 Management Review Preparation
- WordSOP-025 Corrective Action Tracking
06Forms (FR-001 to FR-058)
Fifty-eight forms. Each comes with field descriptions, a blank form that prints on its own, and a completed example record.
58 files
- WordFR-001 Document Change Request
- WordFR-002 Document Review Record
- WordFR-003 Record Disposal Authorization
- WordFR-004 Context and Climate Review
- WordFR-005 Interested Party and Requirements Review
- WordFR-006 SMS Scope Statement
- WordFR-007 Roles, Responsibilities and Authorities Record
- WordFR-008 Policy Communication Record
- WordFR-009 Risk and Opportunity Assessment
- WordFR-010 Service Management Objectives Plan
- WordFR-011 SMS Change Record
- WordFR-012 Competence Assessment
- WordFR-013 Training and Awareness Record
- WordFR-014 Knowledge Article
- WordFR-015 Communication Plan
- WordFR-016 Service Plan
- WordFR-017 Service Catalogue Entry
- WordFR-018 Service Portfolio Review
- WordFR-019 Asset and Configuration Item Record
- WordFR-020 Configuration Audit Record
- WordFR-021 Service Level Agreement
- WordFR-022 Customer Review and Feedback Record
- WordFR-023 Supplier Assessment
- WordFR-024 Supplier Agreement Checklist
- WordFR-025 Supplier Performance Review
- WordFR-026 Service Budget and Cost Record
- WordFR-027 Capacity and Demand Plan
- WordFR-028 Request for Change
- WordFR-029 Change Assessment and Approval
- WordFR-030 Change Post-Implementation Review
- WordFR-031 New or Changed Service Plan
- WordFR-032 Service Acceptance Record
- WordFR-033 Release Plan
- WordFR-034 Release Acceptance and Deployment Record
- WordFR-035 Incident Record
- WordFR-036 Major Incident Report
- WordFR-037 Service Request Record
- WordFR-038 Problem Record
- WordFR-039 Known Error Record
- WordFR-040 Availability Plan and Review
- WordFR-041 Service Continuity Plan
- WordFR-042 Continuity Test Report
- WordFR-043 Information Security Control Review
- WordFR-044 Security Incident Record
- WordFR-045 Service Report
- WordFR-046 Indicator Definition Sheet
- WordFR-047 Annual Audit Programme
- WordFR-048 Audit Plan
- WordFR-049 Internal Audit Checklist
- WordFR-050 Audit Report
- WordFR-051 Auditor Competence Record
- WordFR-052 Management Review Agenda
- WordFR-053 Management Review Minutes
- WordFR-054 Management Review Action Plan
- WordFR-055 NCR Form
- WordFR-056 Corrective Action Request
- WordFR-057 Corrective Action Effectiveness Review
- WordFR-058 Improvement Suggestion Form
07Registers (REG-01 to REG-19)
Nineteen Excel registers with examples, drop-down lists, automatic calculations, due dates and overdue flags: service catalogue, assets (with licence position and support alerts), configuration items, customers and SLAs, suppliers, changes (with an approval-before-implementation check), releases, incidents and requests (with target checks), problems, capacity and availability, continuity and security tests, risks, competence, corrective actions, audits and objectives.
19 files
- ExcelREG-01 Document Register
- ExcelREG-02 Record Register
- ExcelREG-03 Legal, Regulatory and Contractual Requirements Register
- ExcelREG-04 Service Catalogue Register
- ExcelREG-05 Asset Register
- ExcelREG-06 Configuration Item Register
- ExcelREG-07 Customer and Service Level Register
- ExcelREG-08 Supplier Register
- ExcelREG-09 Change Register
- ExcelREG-10 Release Register
- ExcelREG-11 Incident and Service Request Register
- ExcelREG-12 Problem and Known Error Register
- ExcelREG-13 Capacity and Availability Register
- ExcelREG-14 Continuity and Security Test Register
- ExcelREG-15 Risk and Opportunity Register
- ExcelREG-16 Training and Competence Register
- ExcelREG-17 Nonconformity and Corrective Action Register
- ExcelREG-18 Audit Register
- ExcelREG-19 Objectives and Programme Register
08Process Maps
Eight swimlane maps with inputs, outputs, owners and indicator links: context and planning, portfolio and relationships, assets and suppliers, change and release, incident and problem, availability and continuity, information security, and reporting, audit and improvement.
8 files
- WordPM-01 Context, Leadership and Planning Process Map
- WordPM-02 Service Portfolio, Catalogue and Relationships Process Map
- WordPM-03 Assets, Configuration and Suppliers Process Map
- WordPM-04 Change, Design and Release Process Map
- WordPM-05 Incident, Request and Problem Process Map
- WordPM-06 Availability, Capacity and Continuity Process Map
- WordPM-07 Information Security Management Process Map
- WordPM-08 Reporting, Audit, Review and Improvement Process Map
09Indicators & Risk
88 indicators with formulas and targets in a filterable matrix, corporate and department frameworks, a balanced scorecard, a 5 x 5 risk matrix with 38 example risks, and an improvement opportunity matrix with 25 examples.
6 files
- WordKPI-01 Corporate Service Management Indicator Framework
- WordKPI-02 Department Indicator Framework
- ExcelKPI-03 Balanced Scorecard
- ExcelKPI-04 Process Indicator Matrix
- ExcelRSK-01 Risk Management Matrix
- ExcelRSK-02 Opportunity Matrix
10Audit
Annual audit programme covering every clause and service, audit plan, notification, auditor competence matrix, a 52-question checklist by clause, a complete audit report and a findings tracker.
7 files
- WordAUD-01 Annual Audit Programme
- WordAUD-02 Audit Plan
- WordAUD-03 Audit Notification
- ExcelAUD-04 Auditor Competence Matrix
- ExcelAUD-05 Audit Checklist by Clause
- WordAUD-06 Audit Report
- ExcelAUD-07 Follow-up Tracker
11Management Review
Agenda, inputs checklist covering every input of clause 9.3, completed sample minutes with the required outputs, action plan and a dashboard.
5 files
- WordMRV-01 Management Review Agenda
- WordMRV-02 Management Review Inputs Checklist
- WordMRV-03 Management Review Minutes Template
- ExcelMRV-04 Management Review Action Plan
- ExcelMRV-05 Management Review Dashboard
12Implementation
An eight-month roadmap with activities, milestones, deliverables and responsibilities, and a task tracker.
2 files
- WordIMP-01 Implementation Roadmap
- ExcelIMP-02 Implementation Tracker
13Customization
Guides with risks, controls and indicators for managed IT service providers, internal IT departments, cloud and data centre providers, telecommunications and network providers, software houses, managed security providers, outsourcing and business process services, banking and financial shared services, healthcare IT, and public sector and education IT.
10 files
- WordCUS-01 Managed IT Service Providers Customization Guide
- WordCUS-02 Internal IT Departments and Shared Services Customization Guide
- WordCUS-03 Cloud, SaaS and Data Centre Providers Customization Guide
- WordCUS-04 Telecommunications and Network Providers Customization Guide
- WordCUS-05 Software Houses and Application Support Customization Guide
- WordCUS-06 Managed Security Service Providers Customization Guide
- WordCUS-07 Outsourcing and Business Process Services Customization Guide
- WordCUS-08 Banking and Financial Shared Services Customization Guide
- WordCUS-09 Healthcare IT Services Customization Guide
- WordCUS-10 Public Sector and Education IT Customization Guide
14Commercial
Gap assessment checklist, certification readiness checklist, implementation and training proposal templates, consultancy agreement template and audit preparation checklist.
6 files
- ExcelCOM-01 Gap Assessment Checklist
- ExcelCOM-02 Certification Readiness Checklist
- WordCOM-03 Implementation Proposal Template
- WordCOM-04 Training Proposal Template
- WordCOM-05 Consultancy Agreement
- ExcelCOM-06 Audit Preparation Checklist
Sample pages
Pages from the delivered files, before your company details are applied.
After you download
The order most organizations follow.
Before you buy
Is the text of ISO/IEC 20000-1:2018 included?
No. The standard is copyrighted by ISO and IEC and sold by them and by national standards bodies. Buy your own copy; Amendment 1:2024 on climate action changes is available free from ISO. The toolkit describes requirements in its own words and maps every clause to the document that meets it, so you can check each against the standard.
Which edition does the kit follow?
ISO/IEC 20000-1:2018 with Amendment 1:2024, the current edition; the 2018 edition was reconfirmed in a later review. Amendment 1:2024 changes clauses 4.1 and 4.2 (climate change), which the kit covers. The kit does not rely on drafts of any future edition.
Does the kit replace our ticketing or CMDB tools?
No. It gives you the system, procedures, forms and registers, and shows what data each process needs. The registers are working summaries; your ticketing, monitoring and configuration tools remain the master records. The kit does not require ITIL or any particular framework.
Are the examples, targets and figures real data?
No. Names, services, targets, priorities, costs and incidents in example records are fictional and marked as examples. Your own must come from your services, customer agreements and contracts.
Can we edit the documents after purchase?
Yes. Files are delivered as standard, unlocked .docx and .xlsx files. Nothing is watermarked or restricted. Items such as prepared-by names and company profile facts are left for you to complete.
Will this get us certified on its own?
The toolkit gives you a complete, clause-mapped documentation baseline and tools for operating the system. Certification is decided by independent bodies after they audit a working system, including sampling of tickets, changes and records and demonstrations of tools, so you must run the system for some months first. Neither a toolkit nor a management system guarantees service performance or certification.
How long can we download the files?
For 7 days from payment. In that time you can enter your company details, correct them and regenerate, and download as often as you need. After 7 days the purchase stays in your account history, but the download closes. Save the ZIP somewhere safe.
What if we need the files again later?
Buying the same toolkit again is a new order with its own 7-day download window. Each purchase is listed separately in your account.
Licence
One purchase licenses one organization to use, edit and adapt the documents for its own management system. You may not resell, share or publish the toolkit or its templates. Each file carries a footer line with the buyer’s email and order number. Full wording is in the Terms & licence.