The ISO 20000 / ISO20000 Service Delivery Process


ISO 20000



Both Parts of ISO 20000

A PDF copy of each part of the standard itself 


The Service Delivery Library

An comprehensive series of documents and templates to support the service delivery process, including SLA templates.


The Resolution Process Library

An comprehensive series of documents and templates to support the service delivery process


The Control Process Library

An comprehensive series of documents and templates to support the control process


The Relationship Process Library

Key templates and documents to support the relationship process


The Release Process Library

An comprehensive series of documents and templates to support the release process


The ISO 20000 Process Sheets

The ISO 20000 processes distilled into a series of easy to use graphical reference sheets. 


The ISO 20000 Training Presentations

A PowerPoint introduction for executive management. 


ISO 20000 Compliance Assessment Kit

An Excel based kit to measure assessment against ITSM processes. 


The ISO 20000 Strategy Template

A template document detailing the case for ISO 20000 from a strategic viewpoint. 


A Sample Outsourcing Agreement and Various Bonus Items

A range of additional support materials.



The ISO 20000 Toolkit On Your PC

The entire toolkit can be purchased online and downloaded straight to your PC. Simply visit our

ISO 20000  Purchase Page



Service Delivery Library


A Library of Resources for ISO 20000 Service Delivery


This is an entire library of resources and materials to support the service delivery process, including SLA templates, policies and presentations. The following items are included (see samples at the end):


  1. Availability Management Process flow (PDF) – a single page overview on the entire process.
  2. Availability Process Manager overview – guide to the actual role and responsibilities for the process owner.
  3. Availability Management System Outage Analysis template – this template helps you to structure your approach towards the review of system outages.
  4. Availability Management Component Failure Impact Analysis template – this guide is an approach to studying the various components that are used to provide an IT Service. Such a study helps to tailor specific hardware redundancy/protection systems.
  5. Service Continuity Management PowerPoint presentation – covering all aspects of this critical process, this 50+ slide show can be used as a discussion document, education workshop or even cut down for an executive summary.
  6. Service Continuity Reciprocal agreement template – widely under utilized the reciprocal agreement establishes relationships between closely related, but not competitive organizations.
  7. Service Continuity Process Manager overview – guide to the role and responsibilities for the Service Continuity Manager
  8. Service Continuity Emergency Response template – during times of disaster there is little value in overly complex plans, which take time to read and implement. Use this template as your “first action” document for when an Emergency strikes.
  9. Service Continuity Management Business Impact Analysis – all too often the IT Professionals make the decisions about which IT Services should be recovered and in what order following a major outage/disaster. This document remedies that situation by allowing the business representative (customer) to have input into deciding which are the services that should be focused on as a priority.
  10. Service Continuity Vital Records Plan – simply by providing this template we are encouraging you to think about the physical records that you must protect. In an age where we rely more and more on electronic media, there is still a requirement for hard copy documents. This template forces us to consider how and where we should treat critical documents.
  11. Service Continuity Salvage Plan – although a simple template this document helps you to analyze who will do what and when during times of disaster. Quite often it is the simplest documents that provide the greatest use.
  12. Service Level Management Service Catalog – this powerful template can be used to comply to the standards requirement to document the services provided in language that can be understood and shared with customers or potential customers.
  13. Service Level Management Operational Level Agreement – the OLA is an agreement between the IT Service Provider and internal suppliers. For example, the network department can have an OLA with the Service Provider regarding provision of network services for all services provided to customers.
  14. Service Level Management Underpinning Contract template – the UC is an agreement between the Service Provider and external/third parties. For example, the provision of desktop support services may be outsourced, so the Service Provider creates a UC. This way the external supplier is linked in and is aware of the importance of their role in supporting the Service Level Agreements.
  15. Service Level Management Service Level Agreement (Customer, Service, Multi-Level) – perhaps the most widely known element of this process area is the SLA . However, what may not be so commonly understood is the focus that an SLA can have. The ISO 20000 toolkit provides you with three templates – each of which has a differing area of attention.
  16. Service Level Management Process Manager overview – this is a must have for the toolkit. The Service Level Management process owner is crucial to the overall cohesion amongst all processes in the standard.
  17. Budgeting and Accounting Process Manager overview – another useful quick check list on the process owner roles and responsibilities.
  18. Budgeting and Accounting Charging Policies – while it is fully accepted that Charging is not part of the ISO 20000 standard, the toolkit development team recognize that many organizations do charge for IT Service Provision. So this set of guidelines will give the reader insights into the area.
  19. Budgeting and Accounting Budget Guidelines – an excellent summary into the often complex issues surrounding the proper creation and management of an IT budget.
  20. Budgeting and Accounting Process Accounting Policies – just a short overview into Activity based costing and the calculation of IT costs.
  21. Budgeting and Accounting Cost Model Template – an excellent starting point for you to define and  apportion the costs of IT Service Provision across multiple customers.
  22. Capacity Management Process Manager overview – the Capacity Manager holds a unique role as they must have awareness at the three levels of Capacity Management – Business, Service and Resource.\
  23. Capacity Management Process PowerPoint presentation – this presentation introduces the three sub-processes of Capacity Management and the 7 activities. It can be used to educate, build awareness or even as an executive summary during a business case presentation.
  24. Information Security Management Incident process flow – Security incidents need to be treated differently to standard end-user reported incidents. This flow chart shows the positioning of the primary areas of Detection, Reduction, Repression, Correction and Evaluation.
  25. Information Security Service Security requirement – a key component of understanding security requirements is gathering information from customers and other sources. This excellent template gives you the basis for defining specific requirements for each service from the organization, procedural, technical and physical aspects.
  26. Information Security Incident Ticket template – a guide on what data to gather on potential security matters as they arise.
  27. Information Security Audit template – the security audit is not to be taken lightly and it is a key component for ISO accreditation. This template gives you the baseline for beginning the implementation and on-going management of security audits in your organization.
  28. Information Security Process owner – this all important role must not only be considering the potential threats and impacts of security on the organizations most valuable (non-people) asset, but they also have to establish policy and educate end users and IT staff on all security related matters.


The following are just a handful of extracts from this outstanding collection:


Documentation & Templates

















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