Parts of ISO 20000
PDF copy of each
part of the standard itself
Service Delivery Library
comprehensive series of documents and templates to support the service
delivery process, including SLA templates.
Resolution Process Library
series of documents and templates to support the service delivery process
Control Process Library
comprehensive series of documents and templates to support the control process
The Release Process Library
comprehensive series of documents and templates to support the release process
The Relationship Process Library
and documents to support the relationship process
20000 Process Sheets
ISO 20000 processes distilled into a series of easy to use graphical reference
ISO 20000 Training
PowerPoint introduction for executive management.
20000 Compliance Assessment Kit
Excel based kit
to measure assessment against ITSM processes.
ISO 20000 Strategy Template
template document detailing the case for ISO 20000 from a strategic
Sample Outsourcing Agreement and Various Bonus Items
A range of
additional support materials.
entire toolkit can be
purchased online and downloaded straight to your PC. Simply visit our
20000 Purchase Page
ISO 20000 Control Process Library
a library of materials to support the control process. The following
items are included:
- Change Management Change Advisory Board (CAB) meeting
minutes template – a critical part of ISO accreditation will be the
presentation of the ability to demonstrate management control. Meetings are
the most common form of communication that help deal with control issues.
Use this template as a basis for capturing the discussion surrounding
proposed changes to the infrastructure.
- Change Management Process Owner – the Change Manager has
a job that requires excellent time, people and resource management. The
coordination of change in an organization requires a level of technical
knowledge, but importantly an excellent understanding of the organization
itself. Changes must be assessed with regard to the likely impact they will
have on the smooth running of the organization. Look for the bonus job
- Change Management Forward Schedule of Change template –
the FSC is a listing of changes that have been approved for some time in the
future. Combined with the projected services availability it is a critical
piece of documentation for technical and front line support staff.
- Change Management Request for Change template – perhaps
the most widely known part of the process is the RFC. This template goes
beyond what may be considered a standard document as it shows how the
Resolution family and other processes link in with changes being proposed.
- Configuration Management Process owner – this process
owner has a complex role that supports many other process areas. In large
organizations a Configuration Librarian can also be employed. Both roles are
covered in this checklist of roles and responsibilities.
- Configuration Management Identification Guidelines – an
important activity of Configuration Management is the actual task of
identifying the components that are to be tracked. We refer to the
components as Configuration Items and this guide helps you to understand how
they should be identified and tracked.
- Configuration Management Verification/Audit plan – one of
the primary activities for Configuration Management is verification and
audit. This short document gives you a checklist of when you may carry out
- Configuration Management Status Accounting Guidelines –
the ability to be able to report on elements of the infrastructure is a key
benefit for this process. To be able to account on the status of items is
crucial. This short document gives you a list of potential conditions that
you can define for a component or service.
The following are
just a handful of extracts from this collection:
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