ISO 20000 IT Service Management System Document – Complete Documentation Kit

The contents of the sample documents kit for ISO 20000-1:2018 certification are:

1. IT SMS Manual: A sample copy of ISO 20000 manual which gives clause-wise details of how ISO 20000-1:2018 system is implemented.
2. IT SMS plan: A sample IT Service management system plan which meets the requirement for certification.
3. Mandatory Procedures: 20 procedures for IT service management to meet system requirements.
4. IT SMS Policies: 14 policies for IT service management for making a commitment to the system.
5. Standard operating procedures: 09 SOPs for making the best service management system within the organization.
6. Job Description: The detail authority and responsibility is given in total 24 job description to make the vibrant organization structure.
7. Forms/ Record templates: A set of 69 blank samples and few filled templates, plans and forms for quick documentation.
8. ISO 20000 Audit Checklist: A question bank comprising of more than 500 iso 20000 audit checklist, which includes clause wise auditing questions.
9. Master Matrix sheet: Linkage of all our documents against the ITSMS system, is established with document reference for easy understanding to users.

Total ITSMS Documents are editable, hence the user/ iso 20000 consultant can easily modify the name of the company, its logo and other things required by your company for the preparation of documentation, SOPs, procedures and audit checklists.

Documented information package:

Our documentation kit comprises sample documents required for ISO 20000-1:2018 certification as listed below. All documents are in MS Word / Excel format and you can edit them. You can make changes as per your company’s needs and within few days your entire documents with all necessary system requirements can become ready. In the ISO 20000-1:2018, at few places, documented information are required. But for making the system better, we have provided many editable templates from which a user can select and make some minor changes to make own system. Now, ISO 20000-1:2018 standard does not require manual, procedures, etc. It requires two types of documented information as listed below:

1. Maintain documented information (Scope, SMS Manual, etc.)
2. Retain documented information (Forms / Templates)

Under the given directories, further files are provided in MS word document as per the details given below. All the documents are related to IT services industry.

1. SMS Manual (10 Chapters and 3 Annexure):

This is a sample copy of service management system manual which gives clause-wise details of how ISO 20000-1:2018 system is implemented. It covers the service management system, sample policy, objectives, scope, and organization structure as well as how each requirement from clause no. 4 to 10 of ISO 20000-1:2018 is implemented at macro level in the organization. The manual covers ISO 20000-1:2018 documents for tier-1 of documented information. It has total 10 chapters covering company profile, amendment sheet, index, and clause-wise details on how ISO 20000- 1:2018 system is implemented in an organization.

(A) Table of Contents
Section – 1
1. Table of contents and authorization statement
2. Company profile
3. Control and distribution
Section – 2
4. Context of the organization
4.1 Understanding the organization and its context
4.2 Understanding the needs and expectations of interested parties
4.3 Determining the scope of the service management system
4.4 Service management system
5. Leadership
5.1 Leadership and commitment
5.2 Policy
5.2.1 Establishing the service management policy
5.2.2 Communicating the service management policy
5.3 Organizational roles, responsibilities and authorities
6. Planning
6.1 Actions to address risks and opportunities
6.2 Service management objectives and planning to achieve them
6.2.1 Establish objectives
6.2.2 Plan to achieve objectives
6.3 Plan the service management system
7. Support
7.1 Resources
7.2 Competence
7.3 Awareness
7.4 Communication
7.5 Documented information
7.5.1 General
7.5.2 Creating & Updating
7.5.3 Control of documented information
7.5.4 Service management system documented information
7.6 Knowledge
8. Operation
8.1 Operational planning and control
8.2 Service Portfolio
8.2.1 Service delivery
8.2.2 Plan the services
8.2.3 Control of parties involved in the service lifecycle
8.2.4 Service catalogue management
8.2.5 Asset management
8.2.6 Configuration management
8.3 Relationship and agreement
8.3.1 General
8.3.2 Business relationship management
8.3.3 Service level management
8.3.4 Supplier management
8.4 Supply and Demand
8.4.1 Budgeting and accounting for services
8.4.2 Demand management
8.4.3 Capacity management
8.5 Service design, build and transition
8.5.1 Change management
8.5.2 Service design and transition
8.5.3 Release and deployment management
8.6 Resolution and fulfillment
8.6.1 Incident management
8.6.2 Service request management
8.6.3 Problem management
8.7 Service assurance
8.7.1 Service availability management
8.7.2 Service continuity management
8.7.3 Information security management
9. Performance Evaluation
9.1 Monitoring, measurement, analysis and evaluation
9.2 Internal audit
9.3 Management review
9.4 Service reporting
10. Improvement
10.1 Nonconformity and corrective action
10.2 Continual Improvement
Annexure
ANX-I List of SMS Procedures
ANX-II Glossary of Terms
ANX-III Process Flow Chart

2. ITSMS Plan:

It includes the complete IT service management system plan with interlnikage of various processes and reference of procedures, ITSMS policy and objectives. It covers the frame work to
fulfill the service requirements.

3. Procedures (20 procedures):

Sample copies of mandatory procedures as per ISO 20000-1:2018 are provided, which cover all the details like purpose, scope, responsibility, how procedure is followed as well as the list of
exhibits, reference documents and formats. The list of sample procedures provided in the kit is as below.

List of Procedures

1. Procedure for Communication
2. Procedure for Document Control
3. Procedure for Control of Records
4. Procedure for Internal Audit
5. Procedure for Improvements
6. Procedure for Service Management
7. Procedure for Delivery of New Changes
8. Procedure for Management Review
9. Procedure for Service Continuity
10. Procedure for Budgeting and Accounting Services
11. Procedure for Capacity Management
12. Procedure for Incident Management
13. Procedure to Manage Service Complaints
14. Procedure for Supplier Management
15. Procedure for Problem Management
16. Procedure for Configuration Management
17. Procedure for Organization Security
18. Procedure for Training
19. Procedure for Availability Management
20. Procedure for Corrective Action

4. Policies (14 policies)

Sample copies of guidelines covering policies as per ISO 20000-1:2018 are provided; the list of sample policies provided in the kit is as below.

List of Policies

1. Availability Management Policy
2. Visitor Policy
3. BRM Policy
4. Budgeting and Accounting Policy
5. Capacity Management Policy
6. Change Management Policy
7. Configuration Management Policy
8. Incident Management Policy
9. Information Security Policy
10. Internet Policy
11. Problem Management Policy
12. Release Management Policy
13. Service Management Policy
14. Supplier Management Policy

5. Standard Operating Procedures (09 SOPs):

This directory of the kit covers sample copy of SOPs to link with significant aspects in the organization. It takes care of all such aspects and can be used as a training guide as well as to
establish good ITSMS system in the organization. The samples given are as a guide and not compulsory to follow and organization is free to change the same to suit own requirements.

List of Standard Operating Procedures

1. SOP for Company Internet and IT Resource Use
2. SOP for E-mail and Messenger Use
3. SOP for Service Continuity Testing
4. SOP for Personnel Recruitment
5. SOP for Service Reporting
6. SOP for Risk Management
7. SOP for Business Relationship Management
8. SOP for Change Control Management
9. SOP for Release and Deployment

6. Job Descriptions (24 job descriptions)

This directory covers sample copy of job descriptions covering 24 different categories of personnel including their responsibility and authority. All job descriptions are listed below:

List of Job Descriptions

1. Roles and Responsibilities
2. Networking Engineer
3. Availability Manager
4. Problem Manager
5. Business Development Manager
6. Project Manager
7. Capacity Manager
8. Purchase Manager
9. Change Manager
10. QA Manager
11. Configuration Manager
12. Release and Deployment Manager
13. Director
14. Accounts Manager
15. HR Head
16. Service Continuity Manager
17. Incident Manager
18. Service Engineers
19. Information Security Manager
20. Service Reporting Manager
21. Manager Service
22. SLM Manager
23. MR
24. Team Lead

7. Blank sample formats for all the departments (69 sample formats)

This directory includes sample copy of blank forms that are required to maintain records as well as establish control and create system in the organization. The samples are given for the users as a guide to follow. The organization is free to change the same to suit their own requirements. The blank formats can be used as templates. A total of 69 blank formats are provided as per the list given below.

List of blank formats

1. Visitor Entry Register
2. Availability Plan template
3. Employee leaving/transfer/termination Checklist
4. Capacity Plan template
5. Employment confidentiality and Non-competition
6. Configuration Plan template agreement
7. Vehicle Requisition Form
8. Contract template
9. Experience, Personal Information & Assessment Chart (EPIAC)
10. Key performance indicator template
11. Duty Resumption Form
12. Service acceptance criteria template
13. Employee Performance Appraisal Form
14. Service continuity plan template
15. Expense Claim Form
16. Service level agreement
17. Human Resource Requisition Form
18. Service catalogue template
19. Record Of Disciplinary Action
20. Master List And Distribution List Of SMS Documents
21. Exit Interview Form
22. Change Request Form
23. Job Description
24. Corrective Action Report
25. Breakdown History Card
26. Master List Of Records
27. Preventive Maintenance Form
28. Service Improvement Plan
29. Assets Register
30. Audit Plan / Program
31. Software License Control Form
32. Internal Audit Non-Conformity Report
33. Backup Strategy Form
34. Audit Checklist Report
35. Hardware Modification Impact Assessment
36. Process Improvement Form
37. Incident Types & Max Permissible Limit
38. Change Control Log
39. New User Creation Form
40. Weekly/Monthly Project Review Minutes Of Meeting
41. Customer Feed Back Form
42. Internal Quality Audit – Observation Sheet
43. Customer Complaint Report
44. Agenda For Management Reviews
45. Purchase Order
46. Minutes Of The Management Review Meeting
47. Office Supplies Request Form
48. Business Continuity Test Report
49. Purchase Request Form
50. Non-Conformance Report Log
51. Purchase Request Flow Register
52. Objective Monitoring Sheets
53. Supplier confidentiality and Non-competition agreement
54. Training Calendar
55. Service Management Plan
56. Employees Competence Report
57. Component Failure Impact Analysis
58. Induction Training Report
59. Risk Management And Tracking Sheet
60. Training Report
61. Issue Log
62. Skills Matrix Sheet
63. Change Request Forms
64. Requisition For Training
65. Operational Level Agreement Template
66. Record Of Training Attended By The Employee
67. Capacity Planning
68. Training Participant’s Feedback Form
69. Customer Service Report

8. ISO 20000-1:2018 Audit Checklists (More than 500 Questions)

In total, two checklists – ISO 20000-1:2018 requirements wise as well as gap analysis checklist – are provided. These checklists are very good tools for the auditors to make audit questionnaire and bring effectiveness in auditing. The questions are prepared on the basis of ISO 20000-1:2018 standard. They can be logically used for auditing during internal audit for ISO 20000-1:2018 to establish proper audit trail.

9. ISO 20000-1:2018 compliance matrix

This compliance matrix contains ISO 20000-1:2018 requirement wise list of documented information for easy reference of users and to understand how this system is made.