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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 10 it now stands at over 140 documents and over 1300 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.

Download a free sample document from this toolkit to see how easy it is to use.

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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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  • 00. Implementation resources (Click to expand)

    • ATTENTION READ ME FIRST Toolkit Completion Instructions

    • 15 pages
    • ISO20000 Toolkit Index

    • 3 tabs
    • ISO20000 Implementation Process Diagram

    • 1 page
    • SMS-DOC-00-1

    • Service Management System Project Initiation Document

    • 21 pages
    • SMS-DOC-00-2

    • ISO20000 Benefits Presentation

    • 13 slides
    • SMS-DOC-00-3

    • ISO20000 Implementation Project Plan (Microsoft Project)

    • 1 plan
    • SMS-DOC-00-4

    • ISO20000 Implementation Project Plan (Excel)

    • 5 tabs
    • SMS-DOC-00-5

    • ISO20000 Introduction Presentation

    • 11 slides
    • SMS-FORM-00-2

    • ISO20000 Assessment Evidence

    • 2 tabs
    • SMS-FORM-00-3

    • ISO20000 Progress Report

    • 6 pages
    • SMS-FORM-00-4

    • Certification Readiness Checklist

    • 6 pages
  • 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

    • 26 pages
    • SMS-DOC-05-3

    • Top Management Communication Programme

    • 10 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

    • 15 slides
  • 06. Planning

    • SMS-DOC-06-3

    • Risk Assessment Report

    • 13 pages
    • SMS-DOC-06-4

    • Risk Treatment Plan

    • 11 pages
    • SMS-FORM-06-1

    • Opportunity Assessment Tool

    • 6 tabs
    • SMS-FORM-06-2

    • Risk Assessment and Treatment Tool

    • 7 tabs
    • EXAMPLE Risk Assessment and Treatment 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-DOC-07-4

    • Knowledge Management Process

    • 23 pages
    • SMS-DOC-07-5

    • SMS Documentation Overview

    • 2 pages
    • SMS-FORM-07-1

    • Meeting Minutes Template

    • 2 pages
    • 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

    • 15 pages
    • SMS Infographic

    • 1 page
  • 08. Operation of the SMS

      8.1 Operational planning and control

      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

    • 10 pages
    • SMS-DOC-082-3

    • Configuration Management Policy

    • 10 pages
    • SMS-DOC-082-5

    • Asset Management Policy

    • 10 pages
    • SMS-DOC-082-6

    • Definitive Media Library Catalogue

    • 3 tabs
    • SMS-DOC-082-7

    • Configuration Management Presentation

    • 10 slides
    • SMS-DOC-082-8

    • Service Catalogue Management Process

    • 21 pages
    • EXAMPLE Service Catalogue

    • 7 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

    • 10 pages
    • SMS-DOC-083-4

    • User Satisfaction Survey Report

    • 13 pages
    • SMS-DOC-083-5

    • Business Relationship Management Presentation

    • 13 slides
    • SMS-DOC-083-6

    • Service Level Management Policy

    • 10 pages
    • SMS-DOC-083-8

    • Service Level Agreement

    • 26 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

    • 11 slides
    • SMS-DOC-083-13

    • Supplier Management Process

    • 22 pages
    • SMS-DOC-083-14

    • Supplier and Contracts Database

    • 2 tabs
    • SMS-DOC-083-15

    • Supplier Management Presentation

    • 14 slides
    • SMS-FORM-083-1

    • User Satisfaction survey

    • 6 pages

      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

    • 23 pages
    • SMS-DOC-084-3

    • Service Costing Model

    • 3 tabs
    • SMS-DOC-084-4

    • Budgeting and Accounting for Services Presentation

    • 12 slides
    • SMS-DOC-084-5

    • Capacity Management Policy

    • 10 pages
    • SMS-DOC-084-6

    • Capacity Management Process

    • 21 pages
    • SMS-DOC-084-8

    • Demand and Capacity Management Presentation

    • 10 slides
    • SMS-DOC-084-9

    • Demand Management Policy

    • 10 pages
    • SMS-DOC-084-10

    • Demand Management Process

    • 21 pages

      8.5 Service design, build and transition

    • SMS-DOC-085-1

    • Change Management Policy

    • 10 pages
    • SMS-DOC-085-3

    • Change Management Presentation

    • 12 slides
    • SMS-DOC-085-5

    • Business Case

    • 15 pages
    • SMS-DOC-085-6

    • Project Initiation Document

    • 21 pages
    • SMS-DOC-085-7

    • Service Requirements Specification

    • 15 pages
    • SMS-DOC-085-8

    • Service Design Specification

    • 24 pages
    • SMS-DOC-085-9

    • Project Post Implementation Review

    • 10 pages
    • SMS-DOC-085-10

    • Service Design and Transition Presentation

    • 10 slides
    • SMS-DOC-085-11

    • Release and Deployment Management Policy

    • 10 pages
    • SMS-DOC-085-12

    • Release and Deployment Management Process

    • 25 pages
    • SMS-DOC-085-13

    • Release and Deployment Plan

    • 13 pages
    • SMS-DOC-085-14

    • Release and Deployment Management Presentation

    • 13 slides
    • SMS-FORM-085-1

    • Change Request Form

    • 5 pages
    • SMS-FORM-085-2

    • Service Acceptance Checklist

    • 15 pages
    • SMS-FORM-085-3

    • Project RAID Log

    • 7 tabs
    • SMS-FORM-085-4

    • Project Progress Report

    • 6 pages
    • EXAMPLE Service Requirements

    • 7 pages

      8.6 Resolution and fulfilment

    • SMS-DOC-086-2

    • Incident Management Process

    • 26 pages
    • SMS-DOC-086-3

    • Major Incident Management Process

    • 22 pages
    • SMS-DOC-086-4

    • Service Request Management Policy

    • 10 pages
    • SMS-DOC-086-5

    • Service Request Management Process

    • 25 pages
    • SMS-DOC-086-6

    • Incident and Service Request Management Presentation

    • 13 slides
    • SMS-DOC-086-7

    • Problem Management Policy

    • 10 pages
    • SMS-DOC-086-9

    • Problem Management Presentation

    • 12 slides
    • SMS-FORM-086-1

    • Incident Model

    • 6 pages
    • SMS-FORM-086-2

    • Request Model

    • 6 pages
    • SMS-FORM-086-3

    • Major Incident Report

    • 5 pages
    • SMS-FORM-086-4

    • Problem Dashboard

    • 7 pages
    • SMS-FORM-086-5

    • Major Problem Report

    • 5 pages

      8.7 Service assurance

    • SMS-DOC-087-1

    • Service Continuity Management Policy

    • 11 pages
    • SMS-DOC-087-2

    • Business Impact Analysis Process

    • 16 pages
    • SMS-DOC-087-4

    • Service Continuity Test Plan

    • 12 pages
    • SMS-DOC-087-5

    • Service Continuity Test Report

    • 11 pages
    • SMS-DOC-087-6

    • Availability Management Policy

    • 11 pages
    • SMS-DOC-087-7

    • Backup Policy

    • 9 pages
    • SMS-DOC-087-8

    • Incident Response Procedure

    • 29 pages
    • SMS-DOC-087-9

    • Service Continuity and Availability Management Presentation

    • 11 slides
    • SMS-DOC-087-10

    • Information Security Policy

    • 36 pages
    • SMS-DOC-087-11

    • Information Security Summary Card

    • 2 pages
    • SMS-DOC-087-12

    • Information Security Management Presentation

    • 12 slides
    • SMS-DOC-087-13

    • External Organization Information Security Agreement

    • 19 pages
    • SMS-DOC-087-15

    • Data Centre Access Procedure

    • 10 pages
    • SMS-DOC-087-16

    • Service Continuity Test Schedule

    • 9 pages
    • SMS-FORM-087-1

    • Business Impact Analysis Tool

    • 8 tabs
    • SMS-FORM-087-2

    • Post Incident Report

    • 6 pages
    • SMS-FORM-087-3

    • Personal Commitment Statement

    • 10 pages
    • SMS-FORM-087-4

    • Incident Response Contact Log

    • 5 pages
    • SMS-FORM-087-5

    • Incident Response Action Log

    • 5 pages
    • SMS-FORM-087-6

    • Plan Activation Log

    • 5 pages
    • SMS-FORM-087-7

    • Message Log

    • 5 pages
    • SMS-FORM-087-8

    • Internal Contact List

    • 5 pages
    • SMS-FORM-087-9

    • External Contact List

    • 5 pages
    • SMS-FORM-087-10

    • Incident Impact Information Log

    • 5 pages
    • EXAMPLE Business Impact Analysis Tool

    • 7 tabs
  • 09. Performance evaluation

    • SMS-DOC-09-1

    • Process for Monitoring Measurement Analysis and Evaluation

    • 12 pages
    • SMS-DOC-09-2

    • Procedure for Service Management Audits

    • 10 pages
    • SMS-DOC-09-3

    • Service Management System Audit Plan

    • 12 pages
    • SMS-DOC-09-4

    • Internal Audit Report

    • 14 pages
    • SMS-DOC-09-5

    • Service Management System Review Spreadsheet

    • 7 tabs
    • SMS-DOC-09-6

    • Service Reporting Policy

    • 10 pages
    • SMS-DOC-09-7

    • Service Report

    • 20 pages
    • SMS-FORM-09-1

    • Internal Audit Schedule

    • 9 pages
    • SMS-FORM-09-2

    • Internal Audit Action Plan

    • 6 pages
    • SMS-FORM-09-4

    • Internal Audit Checklist

    • 20 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 tabs
    • SMS-DOC-10-3

    • Procedure for the Management of Nonconformity

    • 12 pages
    • SMS-FORM-10-1

    • Nonconformity and Corrective Action Log

    • 3 tabs
    • EXAMPLE Nonconformity and Corrective Action Log

    • 2 tabs

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Testimonials

The toolkits are very clear and easy to use and probably the best examples out there for these standards. Easy to adapt or add details to, to reflect your own processes and procedures.

Aberdein Considine
UK

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