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View the Toolkit

The full list of documents, organised in line with the ISO/IEC 20000:2018 standard are listed below – all of these fit-for-purpose documents are included in the toolkit. Click on the individual links to view full samples of selected documents. The complete document set will be available to download immediately after purchase.

Each document has been developed and enhanced over time as part of a series of planned updates. The templates come in Microsoft Office 2010 format, ready to be tailored to your organisation’s specific needs.

Since its launch in 2011, the toolkit has been continuously improved, and with Version 8 it now stands at over 140 documents and over 1500 pages.

As well as standard format and contents, the templates include example text that is clearly highlighted to illustrate the type of information that needs to be given regarding your organisation. Full example documents are also included to help you with your implementation.

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To experience first-hand how our toolkit documents work please fill out the form below to download a full sample.

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When you request to download a sample document, we use your name, company name (which is optional) and your email address to email you a link to download the requested document. We may also email you after your download in order to follow up on your interest in our products and services. We will do this based on our legitimate interest in marketing to prospects for our products and services. Your name and email address are stored on our website which is hosted with Digital Ocean. Your personal data is stored for one year after you requested your download, after which it is deleted.

  • 00. Implementation resources (Click to expand)

    • CERTIKIT ISO20000 Toolkit Completion Instructions

    • 4 pages
    • SMS-DOC-00-1

    • Service Management System Project Initiation Document

    • 20 pages
    • SMS-DOC-00-2

    • ISO20000 Benefits Presentation

    • 9 slides
    • SMS-DOC-00-3

    • ISO20000 Implementation Project Plan (Microsoft Project)

    • 113 lines
    • SMS-DOC-00-4

    • ISO20000 Implementation Project Plan (Excel)

    • 113 lines
    • SMS-DOC-00-5

    • ISO20000 Introduction Presentation

    • 8 slides
    • SMS-FORM-00-2

    • ISO20000 Assessment Evidence

    • 3 tabs
    • SMS-FORM-00-3

    • ISO20000 Progress Report

    • 2 pages
    • ISO20000 Implementation Process Diagram

    • 1 page
  • 01-03. Introduction, scope, normative references, terms and definitions

      No documents required in these sections of the standard

  • 04. Context of the organization

  • 05. Leadership

    • SMS-DOC-05-2

    • Service Management Roles, Responsibilities and Authorities

    • 22 pages
    • SMS-DOC-05-3

    • Top Management Communication Programme

    • 9 pages
    • SMS-DOC-05-4

    • Service Requirements

    • 2 tabs
    • SMS-DOC-05-5

    • Executive Support Letter

    • 5 pages
    • SMS-DOC-05-6

    • ISO20000 Service Management System Presentation

    • 9 slides
  • 06. Planning

    • SMS-FORM-06-1

    • Opportunity Assessment Tool

    • 6 tabs
  • 07. Support of the SMS

    • SMS-DOC-07-1

    • SMS Documentation Log

    • 2 tabs
    • SMS-DOC-07-3

    • Skills and Training Needs Assessment

    • 16 pages
    • SMS-FORM-07-1

    • Meeting Minutes Template

    • 1 page
    • SMS-FORM-07-2

    • Skills Development Survey

    • 3 tabs
    • SMS-FORM-07-3

    • Skills Development Survey Response Analysis

    • 3 tabs
    • EXAMPLE Staff Skills and Training Needs Assessment

    • 18 pages
  • 08. Operation of the SMS

      8.1 Operational planning and control

      Documents addressing this section are included in other folders

      8.2 Service portfolio

    • SMS-DOC-082-1

    • Process for Control of Parties Involved in the Service Lifecycle

    • 16 pages
    • SMS-DOC-082-2

    • Service Catalogue

    • 9 pages
    • SMS-DOC-082-3

    • Configuration Management Policy

    • 10 pages
    • SMS-DOC-082-5

    • Configuration Management Procedure

    • 11 pages
    • SMS-DOC-082-6

    • Definitive Media Library Catalogue

    • 3 tabs
    • SMS-DOC-082-7

    • Configuration Management Presentation

    • 8 slides
    • EXAMPLE Definitive Media Library Catalogue

    • 3 tabs
    • EXAMPLE Service Catalogue

    • 6 pages

      8.3 Relationship and agreement

    • SMS-DOC-083-1

    • Business Relationship Management Policy

    • 10 pages
    • SMS-DOC-083-2

    • Business Relationship Management Plan

    • 13 pages
    • SMS-DOC-083-3

    • Service Complaint Procedure

    • 9 pages
    • SMS-DOC-083-4

    • User Satisfaction Survey Report

    • 13 pages
    • SMS-DOC-083-5

    • Business Relationship Management Presentation

    • 8 slides
    • SMS-DOC-083-6

    • Service Level Management Policy

    • 10 pages
    • SMS-DOC-083-8

    • Service Level Agreement

    • 25 pages
    • SMS-DOC-083-9

    • Operational Level Agreement

    • 18 pages
    • SMS-DOC-083-10

    • IT Service Card

    • 2 pages
    • SMS-DOC-083-11

    • Service Level Management Presentation

    • 8 slides
    • SMS-DOC-083-13

    • Supplier Management Process

    • 20 pages
    • SMS-DOC-083-14

    • Supplier and Contracts Database

    • 2 tabs
    • SMS-DOC-083-15

    • Supplier Management Presentation

    • 8 slides
    • SMS-FORM-083-1

    • User Satisfaction survey

    • 1 page

      8.4 Supply and demand

    • SMS-DOC-084-1

    • Budgeting and Accounting for Services Policy

    • 11 pages
    • SMS-DOC-084-2

    • Budgeting and Accounting for Services Process

    • 21 pages
    • SMS-DOC-084-3

    • Service Costing Model

    • 3 tabs
    • SMS-DOC-084-4

    • Budgeting and Accounting for Services Presentation

    • 8 slides
    • SMS-DOC-084-5

    • Capacity Management Policy

    • 10 pages
    • SMS-DOC-084-6

    • Capacity Management Process

    • 19 pages
    • SMS-DOC-084-8

    • Capacity Management Presentation

    • 7 slides

      8.5 Service design, build and transition

    • SMS-DOC-085-1

    • Change Management Policy

    • 11 pages
    • SMS-DOC-085-3

    • Change Management Presentation

    • 9 slides
    • SMS-DOC-085-5

    • Business Case

    • 17 pages
    • SMS-DOC-085-6

    • Project Initiation Document

    • 17 pages
    • SMS-DOC-085-7

    • Service Requirements Specification

    • 14 pages
    • SMS-DOC-085-8

    • Service Design Specification

    • 23 pages
    • SMS-DOC-085-9

    • Project Post Implementation Review

    • 12 pages
    • SMS-DOC-085-10

    • Design and Transition of New or Changed Services Presentation

    • 8 slides
    • SMS-DOC-085-11

    • Release and Deployment Management Policy

    • 10 pages
    • SMS-DOC-085-12

    • Release and Deployment Management Process

    • 24 pages
    • SMS-DOC-085-13

    • Release and Deployment Plan

    • 11 pages
    • SMS-DOC-085-14

    • Software Catalogue

    • 5 pages
    • SMS-DOC-085-15

    • Release and Deployment Management Presentation

    • 9 slides
    • SMS-FORM-085-1

    • Change Request Form

    • 2 pages
    • SMS-FORM-085-2

    • Service Acceptance Checklist

    • 15 pages
    • SMS-FORM-085-3

    • Project RAID Log

    • 6 tabs
    • SMS-FORM-085-4

    • Project Progress Report

    • 1 page
    • EXAMPLE Service Requirements

    • 5 pages

      8.6 Resolution and fulfilment

    • SMS-DOC-086-2

    • Incident Management Process

    • 25 pages
    • SMS-DOC-086-3

    • Major Incident Management Process

    • 20 pages
    • SMS-DOC-086-4

    • Service Request Management Policy

    • 10 pages
    • SMS-DOC-086-5

    • Service Request Management Process

    • 26 pages
    • SMS-DOC-086-6

    • Incident and Service Request Management Presentation

    • 9 slides
    • SMS-DOC-086-7

    • Problem Management Policy

    • 10 pages
    • SMS-DOC-086-9

    • Problem Management Presentation

    • 8 slides
    • SMS-FORM-086-1

    • Incident Model

    • 4 pages
    • SMS-FORM-086-2

    • Request Model

    • 4 pages
    • SMS-FORM-086-3

    • Major Incident Report

    • 4 pages
    • SMS-FORM-086-4

    • Problem Dashboard

    • 4 pages
    • SMS-FORM-086-5

    • Major Problem Report

    • 4 pages

      8.7 Service assurance

    • SMS-DOC-087-1

    • Service Continuity and Availability Management Policy

    • 10 pages
    • SMS-DOC-087-2

    • Business Impact Analysis Process

    • 17 pages
    • SMS-DOC-087-4

    • Service Continuity Test Plan

    • 8 pages
    • SMS-DOC-087-5

    • Service Continuity Test Report

    • 12 pages
    • SMS-DOC-087-6

    • Availability Management Plan

    • 11 pages
    • SMS-DOC-087-7

    • Backup Policy

    • 8 pages
    • SMS-DOC-087-8

    • Incident Response Procedure

    • 35 pages
    • SMS-DOC-087-9

    • Service Continuity and Availability Management Presentation

    • 8 slides
    • SMS-DOC-087-10

    • Information Security Policy

    • 59 pages
    • SMS-DOC-087-12

    • Risk Assessment Report

    • 14 pages
    • SMS-DOC-087-13

    • Risk Treatment Plan

    • 11 pages
    • SMS-DOC-087-14

    • Information Security Summary Card

    • 2 pages
    • SMS-DOC-087-15

    • Information Security Management Presentation

    • 8 slides
    • SMS-DOC-087-16

    • External Organization Information Security Agreement

    • 17 pages
    • SMS-DOC-087-17

    • User Access Management Process

    • 19 pages
    • SMS-DOC-087-18

    • Data Centre Access Procedure

    • 10 pages
    • SMS-FORM-087-1

    • Business Impact Analysis Tool

    • 8 tabs
    • SMS-FORM-087-2

    • Post Incident Report

    • 4 pages
    • SMS-FORM-087-3

    • Risk Assessment and Treatment Tool

    • 10 tabs
    • SMS-FORM-087-4

    • Personal Commitment Statement

    • 10 pages
    • EXAMPLE Backup Procedure

    • 11 pages
    • EXAMPLE Business Impact Analysis Tool

    • 8 tabs
    • EXAMPLE Risk Assessment and Treatment Tool

    • 10 tabs
  • 09. Performance evaluation

    • SMS-DOC-09-1

    • Process for Monitoring Measurement Analysis and Evaluation

    • 13 pages
    • SMS-DOC-09-2

    • Procedure for Service Management Audits

    • 10 pages
    • SMS-DOC-09-3

    • Service Management System Audit Plan

    • 11 pages
    • SMS-DOC-09-4

    • Internal Audit Report

    • 14 pages
    • SMS-DOC-09-5

    • Service Management System Review Spreadsheet

    • 6 tabs
    • SMS-DOC-09-7

    • Service Reporting Policy

    • 11 pages
    • SMS-DOC-09-8

    • Service Report

    • 17 pages
    • SMS-FORM-09-1

    • Internal Audit Action Plan

    • 1 page
    • SMS-FORM-09-2

    • Internal Audit Checklist

    • 12 pages
    • SMS-FORM-09-3

    • Internal Audit Schedule

    • 2 pages
    • EXAMPLE service level statistics

    • 1 tab
  • 10. Improvement

    • SMS-DOC-10-1

    • Procedure for Continual Service Improvement

    • 12 pages
    • SMS-DOC-10-2

    • Service Improvement Plan

    • 4 pages
    • SMS-DOC-10-3

    • Procedure for the Management of Nonconformity

    • 11 pages
    • SMS-FORM-10-1

    • Nonconformity and Corrective Action Log

    • 4 tabs
    • EXAMPLE Nonconformity and Corrective Action Log

    • 4 tabs

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Testimonials

Well set out - Equally applicable to a small business as it would be to a larger one.


Power Trading Ltd

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