ISO 20000:2018 documents contain more than 130 editable MS-Word files. These editable documents address all the elements of the IT management system. You can buy ISO 20000:2018 documents for your certification based on Standard.

  • A Manual
  • Required Procedures
  • Formats
  • Sample Filled Forms

Original price was: $800.00.Current price is: $550.00.



Our documentation kit (Technical file) contains sample documents required for CE certification as listed below. All documents are in MS Word files and you can edit them. You can make changes as per your organization’s need and within few days your entire Technical File with all necessary controls will be ready.

Content of IT Service Management System Documentation Kit for ISO 20000 Certification

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
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.

How useful?

  • The documents are ideal to be used by any individual or by a facilitator working with large groups to successfully implement ISO 20000 in their organizations.
  • It helps you to provide a kit for making effective documentation on ITSMS.
  • The user can modify the templates as per their service activity and create own documents for their organization.
  • Readymade templates are available which can reduce your time in document preparation and preparing iso 20000 checklist to meet system requirements for easy certification.
  • Take care for all the section and sub-sections for information service management system and give better confidence in your system as well as provide linkage with related document list.
  • The detail job description for various categories of persons is meaningful to make the vibrant work culture in any type of service organization.


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